Question 1

What can help create a positive impression in customer service?

Accepted Answer

A)   Good interpersonal skills
B)   Using passive listening skills
C)   Offering cheap goods and services
D)   Offering bonus buysE) B) and C)
F) A) and D)

Question 2

Organisations focusing on customer experience view technology as

Accepted Answer

A)   a product to deliver service to customers.
B)   a platform for innovation and fostering better experiences.
C)   a way to manage customer relationship management.
D)   a way to monitor staff Internet usage.E) A) and D)
F) All of the above

Question 3

Customer satisfaction is really about

Accepted Answer

A)   preparation, presentation and follow-up from product and service providers to reduce complaints.
B)   collecting customer engagement data and then setting and maintaining minimum standards to reduce complaints.
C)   listening to your customers and then telling them what they want to hear.
D)   building an experience that meets or exceeds a customer's needs and expectations.E) A) and B)
F) None of the above

Question 4

A quality interaction between customer and service provider is

Accepted Answer

A)   a sign of goodwill between the organisation and its customers.
B)   dependent solely on good communication strategies.
C)   the basis of quality customer service.
D)   due to clever advertising.E) A) and D)
F) B) and D)

Question 5

The beginning stage where customers just find out about your company is the stage of discovery.

Accepted Answer

A) True 
 B)False

Question 6

Customer loyalty is built as customers' needs are met.

Accepted Answer

A) True 
 B)False

Question 7

If there is an inability to create customer profiles based on customers' past behaviour, then the barrier to engagement is lack of resources.

Accepted Answer

A) True 
 B)False  True

Question 8

Arnold has just purchased his first Apple product, an iPhone. What stage of engagement is Arnold in following this purchase?

Accepted Answer

A)   Growth through value creation
B)   Conversion
C)   Discovery
D)   ConsiderationE) A) and B)
F) A) and C) B

Question 9

When there is insufficient communication with customers, what is the barrier to customer engagement?

Accepted Answer

A)   Misalignment of strategies and actions
B)   Short-term thinking
C)   Fear of change and innovation
D)   Informational flowE) A) and C)
F) All of the above

Question 10

A single communication channel should be available to customers to commence, continue and complete interactions with the organisation.

Accepted Answer

A) True 
 B)False

Question 11

During which stage of customer engagement do you need to offer compelling content in order to get the customer to choose the brand?

Accepted Answer

A)   Conversion
B)   Discovery
C)   Consideration
D)   UnawarenessE) None of the above
F) A) and D)

Question 12

Which of the following is not a measure of customer experience satisfaction?

Accepted Answer

A)   Speed of answering the telephone
B)   Customer surveys
C)   Complaint analysis
D)   Focus groupsE) None of the above
F) A) and C) A

Question 13

Customer satisfaction occurs when organisations

Accepted Answer

A)   build customer engagement around the customers' needs and expectations.
B)   identify customers' needs and expectations.
C)   meet the needs and expectations of customers.
D)   improve the customer value package.E) C) and D)
F) A) and D)

Question 14

Which of the following indicates the extent to which customers are committed to an organisation's products or services and the strength of customers' predisposition to select one brand over another?

Accepted Answer

A)   Customer satisfaction
B)   Customer engagement
C)   Customer loyalty
D)   Customer communicationE) All of the above
F) A) and C)

Question 15

The Internet and email have changed the way customers relate to customer service.

Accepted Answer

A) True 
 B)False

Question 16

The interpersonal dimension of customer service is essential when fostering desired and unanticipated service for customers.

Accepted Answer

A) True 
 B)False

Question 17

To create a positive impression and foster goodwill towards an organisation, staff need to

Accepted Answer

A)   acknowledge and greet customers appropriately.
B)   listen to customers' expressions of their needs with respect.
C)   know their product and the service they are delivering.
D)   All of the aboveE) C) and D)
F) A) and B)

Question 18

Throughout the complaint-handling process, confidentiality must be assured.

Accepted Answer

A) True 
 B)False

Question 19

Enabling customers to communicate perceptions of a product on Twitter and then continue the same conversation in a text message thread or on a phone call is an example of omni-channel customer service.

Accepted Answer

A) True 
 B)False

Question 20

Some aspects of customer experience are outside of organisational control.

Accepted Answer

A) True 
 B)False

Exam 10: Customer Engagement

What can help create a positive impression in customer service?

Correct AnswerverifiedShow Answer

Organisations focusing on customer experience view technology as

Correct AnswerverifiedShow Answer

Customer satisfaction is really about

Correct AnswerverifiedShow Answer

A quality interaction between customer and service provider is

Correct AnswerverifiedShow Answer

The beginning stage where customers just find out about your company is the stage of discovery.

Correct AnswerverifiedShow Answer

Customer loyalty is built as customers' needs are met.

Correct AnswerverifiedShow Answer

If there is an inability to create customer profiles based on customers' past behaviour, then the barrier to engagement is lack of resources.

Correct AnswerverifiedTrue

Arnold has just purchased his first Apple product, an iPhone. What stage of engagement is Arnold in following this purchase?

Correct AnswerverifiedB

When there is insufficient communication with customers, what is the barrier to customer engagement?

Correct AnswerverifiedShow Answer

A single communication channel should be available to customers to commence, continue and complete interactions with the organisation.

Correct AnswerverifiedShow Answer

During which stage of customer engagement do you need to offer compelling content in order to get the customer to choose the brand?

Correct AnswerverifiedShow Answer

Which of the following is not a measure of customer experience satisfaction?

Correct AnswerverifiedA

Customer satisfaction occurs when organisations

Correct AnswerverifiedShow Answer

Which of the following indicates the extent to which customers are committed to an organisation's products or services and the strength of customers' predisposition to select one brand over another?

Correct AnswerverifiedShow Answer

The Internet and email have changed the way customers relate to customer service.

Correct AnswerverifiedShow Answer

The interpersonal dimension of customer service is essential when fostering desired and unanticipated service for customers.

Correct AnswerverifiedShow Answer

To create a positive impression and foster goodwill towards an organisation, staff need to

Correct AnswerverifiedShow Answer

Throughout the complaint-handling process, confidentiality must be assured.

Correct AnswerverifiedShow Answer

Enabling customers to communicate perceptions of a product on Twitter and then continue the same conversation in a text message thread or on a phone call is an example of omni-channel customer service.

Correct AnswerverifiedShow Answer

Some aspects of customer experience are outside of organisational control.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
True

Correct Answer
verified
B

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified