
SBM Exam Review #3
Authored by Chrisann Hoelscher
Business
12th Grade
Used 51+ times

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23 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
All of the following are jaycustomers EXCEPT ___________.
The Cheat
The Rule Breaker
The Belligerent
The Hooligan
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT one of the guidelines provided for the Frontline on how to handle customer complaints?
Consider compensation
Keep the customer informed of progress
Explain the problem from the service firm’s point of view
Act fast
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
__________ involves the employees of the firm who provide the service recovery, and their behavior toward the customer.
Procedural justice
Legal justice
Interactional justice
Outcome justice
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT one of the reasons why customers complain among those listed in the book?
Better understanding of the failure
Vent their anger
Obtain restitution or compensation
For altruistic reasons
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT an example of common CRM applications?
Data collection
Data analysis
Market reinvestment
Sales force automation
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The wheel of loyalty is composed of which of the following three main components?
Create loyalty bonds, deliver quality service, segment the market
Create loyalty bonds, build higher level bonds, deliver quality service
Build a foundation for loyalty, create bundling, build higher level bonds
Build a foundation for loyalty, create loyalty bonds, reduce churn drivers
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
If a Nordstrom sales associate replaces shirts at no cost to the client, it is an example of __________.
centralized decision-making
service theft
employee empowerment
rule setting
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