MKTG 305: CHAPTER 15 - Customer Relationship
Management questions well answered
1. Research indicates which of the following
It takes many positive
regarding customer service? (Check all that
ex- periences with a
apply.)
customer to make up
for one nega- tive
experience a customer
has.
News of bad customer
service reaches twice
as many people as
comments about good
customer ser- vice.
2. Regardless of the type of business, the brand loyalty
ultimate goal of delivering superior customer
service is to increase
.
3. Marcus is in charge of ordering parts for his company. Reliability
He has found that Trenholm provides the
best tires, and he is willing to accept a longer
lead time in getting the tires from that
company because he knows they will be of
good quality and he won't have any problems
with the order. Which customer service
aspect does this demonstrate?
4. Serena received an e-mail that said her order aspect of
had shipped and would arrive by Friday. There customer
was also a tracking number, so she could service does
monitor the progress of the shipment. Which this most
1/
13
, MKTG 305: CHAPTER 15 - Customer Relationship
Management questions well answered
demonstrate? Customer
communication
5. Gail likes ordering books from Amazon because it feels Ease of doing
business
like all she has to do is push a button and the book
2/
13
Management questions well answered
1. Research indicates which of the following
It takes many positive
regarding customer service? (Check all that
ex- periences with a
apply.)
customer to make up
for one nega- tive
experience a customer
has.
News of bad customer
service reaches twice
as many people as
comments about good
customer ser- vice.
2. Regardless of the type of business, the brand loyalty
ultimate goal of delivering superior customer
service is to increase
.
3. Marcus is in charge of ordering parts for his company. Reliability
He has found that Trenholm provides the
best tires, and he is willing to accept a longer
lead time in getting the tires from that
company because he knows they will be of
good quality and he won't have any problems
with the order. Which customer service
aspect does this demonstrate?
4. Serena received an e-mail that said her order aspect of
had shipped and would arrive by Friday. There customer
was also a tracking number, so she could service does
monitor the progress of the shipment. Which this most
1/
13
, MKTG 305: CHAPTER 15 - Customer Relationship
Management questions well answered
demonstrate? Customer
communication
5. Gail likes ordering books from Amazon because it feels Ease of doing
business
like all she has to do is push a button and the book
2/
13
