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WorksheetsCRS Unit 4 Quiz 3
Total questions: 20
Worksheet time: 10mins
Industrial benchmarking is a process of continuous (a) of the company's products, services, processes and practices against standards of competitors and other companies who are recognized as leaders in the industry.
Industrial benchmarking is a process of continuous measurement of the company's (a) , services, processes and practices against standards of competitors and other companies who are recognized as leaders in the industry.
Industrial benchmarking is a process of continuous measurement of the company's products, services, processes and (a) against standards of competitors and other companies who are recognized as leaders in the industry.
Industrial benchmarking is a process of continuous measurement of the company's products, services, processes and practices against (a) of competitors and other companies who are recognized as leaders in the industry.
Industrial benchmarking is a process of continuous measurement of the company's products, services, processes and practices against standards of (a) and other companies who are recognized as leaders in the industry.
Industrial benchmarking is a process of continuous measurement of the company's products, services, processes and practices against standards of competitors and other companies who are recognized as (a) in the industry.
Benchmarking is important because it
monitors the market.
helps to raise standards and performance.
makes employees more nervous.
tells the company what they are good at.
Word of mouth is also known as the (a) .
Word of mouth is _____________ powerful than the formal communication channel.
less
equally
more
as
Word of mouth can come in the following forms: (you may select more than 1 option)
oral
written
multi-media
multi-channel
Businesses can leverage on the power of word of mouth for (a) purposes.
When we encourage happy customers to post about their positive user experience online, this is known as (a) generated marketing content.
Why do customers purchase products? (You may select more than 1 option)
Helps them solve problems.
Save more money.
Makes them feel good.
Increase their wealth.
A service breakdown happens when the service provider __________ to meet the needs, wants and expectation of the customers.
managed
delayed
happened
failed
Janet bought a red dress, only to realise that she already has a similar one at home. She brought back the dress to the shop 1 week later. Which of the following options can the shop offer to her?
Refund.
Exchange for another colour.
Give her a discount voucher for the next purchase.
Tell her to sell the red dress on Carousell.
Give her a credit note.
Janet bought a red dress, only to realise that she already has a similar one at home. She brought back the dress to the shop 1 week later. Your shop has a 3-day return policy. Which of the following options can the shop offer to her?
Refund.
Exchange for another colour.
Give her a discount voucher for the next purchase.
Suggest that she sells the red dress on Carousell.
Give her a credit note.
Janet bought a red dress, only to realise that the zip is faulty. She brought back the dress to the shop 1 week later. Your shop has a 30-day return policy. Which of the following options can the shop offer to her?
Refund.
Exchange for another dress.
Give her a discount voucher for the next purchase.
Suggest that she sells the red dress on Carousell.
Give her a credit note.
As a customer service provider, you have to be mindful of your choice of (a) , tone of voice, and body language.
As a customer service provider, you have to be mindful of your choice of words, tone of ___________, and body language.
volume
voice
value
As a customer service provider, you have to be mindful of your choice of words, tone of voice, and (a) language.
