CSR Semester Exam 1 Review: Tuesday

What is the difference between a "product" and a "service?"

• A product is tangible and consumed, while a service is an intangible and experienced.

• A product is temporary, while a service is permanent.
• A product is digital, while a service is physical.
• A product is a service, while a service is a product.

What is the difference between a "customer" and a "consumer?"

• A customer is a business buyer, while a consumer is an individual buyer
• A customer and a consumer are the same thing
• A customer purchases goods or services, while a consumer is the end user of the product or service.
• A customer is only interested in purchasing products, while a consumer is only interested in using services

What is the "customer experience?"

• The overall interaction and satisfaction that a customer has with a company's products, services, and brand.
• The number of customers a company has
• The color scheme of a company's logo
• The amount of money a customer spends on a company's products

What is CRM or "Customer Relationship Management?"

• A type of software used for managing employee schedules
• A method for tracking inventory in a warehouse
• A system for organizing company financial records
• A strategy for managing a company's relationships and interactions with customers and potential customers.

What is the difference between "empathy" and "sympathy?"

• Empathy and sympathy are the same thing.

• Empathy is ignoring the feelings of others, while sympathy is feeling compassion, sorrow, or pity for others.
• Empathy is feeling anger towards others, while sympathy is feeling compassion, sorrow, or pity for others.
• Empathy is understanding and sharing the feelings of others, while sympathy is feeling sorrow, or pity for others.

Choose the characteristics of "effective communication."

• Active listening, clear and concise messaging, empathy, nonverbal cues, and feedback
• Using complicated language and jargon
• Yelling and interrupting
• Ignoring the other person's feelings

What's the best way to handle a customer complaint?

• Argue with the customer and defend your company
• Listen actively, empathize, apologize, and find a solution
• Blame the customer for the issue
• Ignore the complaint and hope it goes away

What is "stress management?"

• Exercising excessively to avoid dealing with stress
• Techniques and strategies used to cope with and reduce stress
• Ignoring stress and hoping it goes away
• Eating junk food and watching TV

What is "branding?"

• the process of removing the logo from a product.

• the process of creating a unique name, symbol, design, or combination of these, that identifies and differentiates a product, service, or company from its competitors.

• the process of changing a company's name.

• the act of herding cattle.

What is a "target market?"

• A specific group of consumers that a company aims to reach with its products and marketing efforts.
• A type of archery competition
• The center of a shooting range
• A specific brand of marketing software