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ACS MODULE 2 IQ#2

Authored by Rachelle Esperanza

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University

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ACS MODULE 2 IQ#2
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10 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

FOR YOU TO COMMUNICATE EFFECTIVELY WITH CUSTOMERS, YOU HAVE TO KNOW FIRST WHAT CUSTOMERS REALLY WANT FROM YOUR COMPETITORS.

TRUE

FALSE

XB

2.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

IT REFERS TO THE CHARACTERISTICS AND FEATURES OF THE PRODUCTS.

CUSTOMER COMPONENT

COST COMPONENT

QUALITY COMPONENT

PERCEIVED VALUE

3.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

ACCORDING TO THIS CONCEPT, IF YOUR CUSTOMERS PERCEIVED YOUR QUALITY AND CUSTOMER SERVICE HIGHER AND YOUR PRICE LOWER THAN YOUR COMPETITORS', CHANCES ARE THEY WILL BUY FROM YOU.

CUSTOMER VALUE CONCEPT

PERCEIVED VALUE CONCEPT

COMPETITOR VALUE CONCEPT

CUSTOMER SERVICE CONCEPT

4.

MULTIPLE CHOICE QUESTION

30 sec • 2 pts

THIS IS THE MOST BASIC OF ALL CUSTOMERS' REALLY WANT AND IT'S USUALLY ASSOCIATED WITH BEING GREETED POLITELY AND COURTEOUSLY.

FRIENDLINESS

UNDERSTANDING AND EMPATHY

FAIRNESS

CONTROL

5.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

BOTH YOU AND YOUR CUSTOMERS BEGIN EACH CUSTOMER ENCOUNTER WITH AN ATTITUDE.

TRUE

FALSE

6.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

YOU HAVE A CONTROL OVER THE CUSTOMER'S ATTITUDE AND YOU CAN'T CONTROL YOUR ATTITUDE.

TRUE

FALSE

7.

MULTIPLE CHOICE QUESTION

20 sec • 2 pts

A _______ IS SOMETHING OTHER PEOPLE CAN SEE YOU DO.

ATTITUDE

VALUES

PERCEPTION

BEHAVIOR

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