CRM Unit 4

Q1. This type of customer is rude and abusive. Identify the kind of customer.

• Dissatisfied customer

• High Roller

• Angry

• Rip-off customer

Q2.This type of customer wants to get something they do not deserve. Identify the type of customer.

• High Roller

• Demanding customer

• Indecisive customer

• Rip-off customer

Q3. The THREE ways to prevent a service breakdown are think like the customer, pamper the customer and

• follow up with the customer

• show empathy

• offer options or alternatives

• focus on the customer

Q4. Company B has anticipated the needs of its customers wrongly due to insufficent market research. This is a

• knowledge gap

• customer gap

• delivery gap

• communication gap

Q5. Faye does not know her company's promotion and wrongly applied the promotional code. This is an example of

• policy gap

• communication gap

• customer gap

• delivery gap

Q6. Bob was disappointed to find that Mayard hotel's standard was not as good as he expected. This is an example of

• policy gap

• customer gap

• delivery gap

• knowledge gap

Q7. Which one of the following steps are in the correct order for resolving service breakdowns?

• listen for facts, apologise, show empathy

• perform service recovery, follow through, apologise

• apologise, listen for facts, show empathy

Q8. No matter how difficult his customer is, Peter should not escalate the issue to his higher authority.

• True

• False

Q9. The FIVE gaps in SERVQUAL are knowledge, policy, delivery, customer and_________ gaps.

• advertising

• dissatisfaction

• communication

• service

Q10. Ray gave his friend a customer's details. This is an example of a service breakdown by

• broken promise

• poor service attitude

• Inefficient systems

• breach of confidentiality