SBM Exam Review #3

Front

All of the following are jaycustomers EXCEPT ___________.

Back

The Hooligan

Front

Which of the following is NOT one of the guidelines provided for the Frontline on how to handle customer complaints? Consider compensation, Keep the customer informed of progress, Explain the problem from the service firm’s point of view, Act fast

Back

Explain the problem from the service firm’s point of view

Front

__________ involves the employees of the firm who provide the service recovery, and their behavior toward the customer.

Back

Interactional justice

Front

Which of the following is NOT one of the reasons why customers complain among those listed in the book?
Better understanding of the failure,
Vent their anger,
Obtain restitution or compensation,
For altruistic reasons

Back

Better understanding of the failure

Front

Which of the following is NOT an example of common CRM applications? Data collection, Data analysis, Market reinvestment, Sales force automation

Back

Market reinvestment

Front

The wheel of loyalty is composed of which of the following three main components? Create loyalty bonds, deliver quality service, segment the market; Create loyalty bonds, build higher level bonds, deliver quality service; Build a foundation for loyalty, create bundling, build higher level bonds; Build a foundation for loyalty, create loyalty bonds, reduce churn drivers

Back

Build a foundation for loyalty, create loyalty bonds, reduce churn drivers

Front

If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of __________.

Back

employee empowerment

Front

Which of the following are companies that engage in a “Cycle of Success” more likely to have? Happier employees, More loyal customers, Higher profit margins, All of the above.

Back

All of the above.

Front

Outcomes of the “Cycle of Failure” for firms include __________ and __________.

Back

low service quality; low employee turnover, low service quality; high employee turnover

Front

Which of the given is NOT a guideline for parking designs? Friendly warnings, Safety lights, Maternity parking, Using scents

Back

Using scents