30 Questions
Which of the following is NOT a method of customer service mentioned in the text?
Placing an order for a product on a company’s web page
What is the focus of customer relationship management (CRM) according to the text?
Maximizing customer relationships
How has CRM changed over time according to the text?
All of the above
What is the goal of customer satisfaction according to the text?
All of the above
What do companies seek to achieve by delighting customers according to the text?
All of the above
What is the key component of a successful marketing approach according to the text?
Ethics
What can marketers do to improve their ranking on the ethical standards scale according to the text?
Adopt a code of ethics
What are customers concerned about according to the text?
All of the above
What are ethics according to the text?
All of the above
What can ethics do to a business according to the text?
Both A and B
Which one of the following is the main belief behind a customer service mindset?
Customers are my employers
What are some benefits of having a customer service mindset?
Increased competitiveness and reduced complaints
What does customer service focus on?
Satisfying the needs and wants of customers
What percentage of consumers have changed their minds about buying a good or service due to a poor service experience?
78%
On average, how much revenue do loyal customers bring in compared to the value of their first purchase?
10 times
How many positive experiences with a customer does it take to make up for one unresolved negative experience?
12
How many more people does news of bad customer service reach compared to comments about a good service experience?
2 times
How much more expensive is it to get a new customer compared to keeping an existing customer?
7 times
Which one of the following is a human method of customer service?
Ordering an item directly by talking with a customer service representative
What do companies create to track the effectiveness of their customer service strategy?
Customer service strategy
Which of the following is NOT a step in the ethical decision-making framework?
Implement the decision.
What is the purpose of creating an ethical climate in the workplace?
To create values within the organization.
Which of the following is NOT a factor that affects consumers in relation to corporate partners?
Establishing values within the organization
What is the role of corporate partners in creating a finished product?
To supply necessary components or materials.
Which of the following is NOT a trend affecting marketing?
Establishing values within the organization
What is the first step in the ethical decision-making framework?
Determine the facts in an unbiased manner.
What is the purpose of discussing the pending decision with stakeholders in the ethical decision-making framework?
To identify the stakeholders impacted by the decision.
What is the role of management commitment in creating an ethical climate in the workplace?
To demonstrate leadership and set an example.
What is the role of employee dedication in creating an ethical climate in the workplace?
To embrace and uphold ethical values.
What is the purpose of controls in creating an ethical climate in the workplace?
To establish rules and controls.
Test your knowledge on the Customer Service Mindset in business. Evaluate your understanding of the key beliefs and attitudes that prioritize excellent customer service.
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