
CRM Unit 4
Authored by Jessie Tay
Professional Development
University
Used 3+ times

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17 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Q1. This type of customer is rude and abusive. Identify the kind of customer.
Dissatisfied customer
High Roller
Angry
Rip-off customer
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
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
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