Revision Unit 21, 27

Which of the following is NOT a key benefit of secondary research

• Specific to your needs

• Usually cheap

• Usually quick to get

• all of the above

A customer walks into the office and asks for the deadline to file a permit application. You do not know the answer. It would be best for you to do which of the following?

• Tell the person what you think the answer might be

• Refer the person to your supervisor

• Say that you are not allowed to give out that information to the public

• Inform the person that you don’t know but you will find out

Assume that

you are taking a telephone message for a co-worker who is not in the office at

the time. Of the following, the LEAST important item to write on the message is

the

• Length of the call.

• Name of the caller

• Time of the call

• Telephone number of the caller

A person

approaches you and tells you of many complaints he has about your department.

You should first:

• Assume that his is just blowing off steam and ignore his complaints.

• Check into the legitimacy of the complaints.

• Ask for advice from your supervisor on the best way to handle the person.

• Regard the complaints as accurate and take immediate steps to correct them.

Which of the following terms is regarded as the objective of monitoring

• To track changes from baseline conditions to desired outcomes
• Evaluate achievement or outcomes by comparing indicators before and after intervention
• To validate what results were achieved , and how , when and why they were achieved or not achieved
• To track , assess performance through analysis and comparison of indicators

Which of the following methods can be used to monitor and improve customer services

• Customers service surveys
• Mystery shopper
• Focus groups
• All of the above

The most common method of for measuring the subjective elements of service quality , SERVQUAL claims are the 5 elements of service quality: R A T E R , this stand for :

• Resting , Accuracy , Tangibles , Employee and Responsiveness
• Reliability , Assurance, Tangibles , Empathy , and Responsiveness
• Refocus , Assurance, Tangibles , Empathy , and Responsiveness
• Rating , Accuracy , Tangibles , Empathy , and Responsiveness

Different types of reviews can be used to analyze business performance. Which one of the following is NOT a type review to be used in analysis?

• Review of your financial position
• Models for strategic analysis
• Conducting a competitor analysis
• Doing extensive recruitment of new staff

What is Primary research?

• Primary research involves gathering new data that has not been collected before. For example, surveys using questionnaires or interviews with groups of people in a focus group
• Primary research involves gathering existing data that has already been produced.
• It’s a way of monitoring social network
• Involves gathering existing data that has already been produced.

A best practice is a ______________________ or _________________that, through experience and research, has proven to reliably lead to a desired result.

• Pattern , ways
• Technique , methodology
• Knowledge , technology
• Targets , strategy