Trắc nghiệm Customer service | Đại học Hoa Sen

lOMoAR cPSD| 47206071 MINI TEST 03.3
1. I. MULTIPLE CHOICE. Choose the one alternative that best completes the
statement or answers the question.
Câu 1: Credit card companies can enhance their perception of value by: A)
giving cash back or airline miles credit for al purchases.
B) offering different levels of cards (gold, platinum, etc.).
C) giving customers access to live-person contact.
D) All of the above could enhance perception of value.
Câu 2: The fol owing statement is almost always helpful when dealing with customer convenience and timing:
A) sorry but we are short of staff today.
B) we wil have a technician at your home between 8 and 5 pm Tuesday.
C) the problem will be fixed soon.
D) None of these are particularly useful.
Câu 3: Examples of associated value include.
A) the experience of dealing with the company. B) product cost.
C) product reliability or durability.
D) how reliably a web site stays up and running.
Câu 4: Regarding company interactivity with customers:
A) companies should avoid confusing customers with a broad variety of media.
B) companies should look for every conceivable opportunity to interact.
C) over-communicating–sending too many messages is a widespread problem. D) all the above
Câu 5: Doing a communication audit of the company:
A) should include content analysis of messages to evaluate consistency, clarity, and tone.
B) will assess the quantity and quality of information flow.
C) should seek to answer the question, "Does this information exceed expectations?". D) all the above
Câu 6: The fol owing statement is almost always helpful when dealing with customer convenience and timing
A) sorry but we are short of staff today.
B) the problem will be fixed soon.
C) we wil have a technician at your home between 8 and 5 pm Tuesday. lOMoAR cPSD| 47206071
D) None of these are particularly useful.
Câu 7: Regarding paperwork required of customers:
A) much of this can be avoided with technology.
B) most customer enjoy filling out forms.
C) this is a necessary part of any complex transaction and cannot be modified by law.
D) repetition is almost always necessary such as in medical forms for doctors.
Câu 8: The best thing you can do regarding timing is
A) give customers a general idea but al ow yourself some wiggle room.
B) give customers a specific deadline that you know we can beat.
C) tell customers what you think they want to hear about timing and then do your best to make it.
D) avoid giving any indication about timing unless the customer really pushes for it.
Câu 9: People choose brands that are a reflection of their values
A) As a leader, it’s your job to set the tone and uphold the company’s values within your team.
B) Keeping your values strong is good business as well as good karma.
C) When your team sees that you value them as people, you’ll get the best they have to offer. D) all the above.
Câu 10: Some businesses offering exceptional convenience may be:
A) almost any mobile shop or vendor. B) taco trucks
C) products packaged together with all ingredients. D) all the above.
1. TRUE/FALSE. Write 'T' if the statement is true and 'F' if the statement is false.
Câu 11."Perception of value" is a customer's sense of a product or service's quality relative to cost. T
Câu 12. It is best to think of customers as demographic groups rather than individuals to provide best value. F
Câu 13. Creating A-plus value is primarily for external customers since many of these actions wil not
work for internal customers (employees). F
Câu 14. Studies show that the convenience of shopping carts can be a "secret weapon" to getting
customers to buy more–even in stores that normal y do not use carts. T
Câu 15. Having too much "fine print" in customer policies and guarantees is necessary to exceed
customer expectations of value. F
Câu 16. Two critical actions for delivering A-plus information in e-commerce are to make customer
support easily accessible and to honor the feedback loop. T
Câu 17. Companies that overpromise a speedy response and then almost make the deadline will
keep their customer's loyalty. F
Câu 18. The management function called control ing involves comparing actual results to planned-for
results so as to identify any deviation from the plan. T lOMoAR cPSD| 47206071
Câu 19. Measuring time spent by employees on telephone contacts is always a key to better
efficiency and stronger loyalty. F
Câu 20. The performance of an excellent salesperson should be rewarded with a promotion to management. T
1. Write your answer in the space provided
Câu 21. What does it mean to deliver A-plus information? Why does this offer an opportunity for
building better customer loyalty?
It means exceeding expectations by communicating in more timely, clear, and interesting
ways. It builds loyalty because it anticipates customer needs
Câu 22. Describe three or more businesses or industries that created convenience breakthroughs, historical y.
1. Fast Food Industry: The fast food industry revolutionized dining by introducing a model of
quick service, standardized menus, and efÏcient food preparation processes. For example,
McDonald’s allowed consumers to enjoy affordable meals on the go, paving the way for the
busy lifestyle that many people lead today.
2. Retail industry - e-commerce: Amazon transformed the retail landscape through ecommerce,
allowing customers to shop from the comfort of their homes. The convenience of browsing a
vast array of products online, along with innovations in logistics such as same-day delivery,
one-click purchasing, and customer reviews, made shopping more accessible.
3. Digital communication - Mobile phone: Allowing users to communicate, browse the web,
manage schedules, and access information instantly from anywhere. For example, the launch
of the iPhone in 2007 marked this significant breakthrough
Câu 23. What do we mean by "once-and-done" service? Why is employee "ownership" of the problem
necessary for this to succeed?
Once and done means making it easy for customers to get everything they need and want in
one single place or through one ownership person. Ownership is important because they can
take responsibility for meeting client's needs and reducing client's inconveniences
Câu 24. Explain the distinction between communication efficiency and communication effectiveness.
Communication efficiency is a simple ratio of communication costs relative to the number of
people reached by the message. Effectiveness is achieved when the message is received,
understood, and remembered by the people.
Câu 25. Explain the distinction between intrinsic and associated value as discussed in this chapter. Use examples.
Intrinsic value is the value of the core product or service being sold. Associated value goes
beyond the core product to encompass the entire customer experience within the company.
Example: Water - Water has intrinsic value because it's essential for life. Regardless of its
price or availability, its importance for survival remains unchanged.
A celebrity's autograph - The associated value of an autograph stems from its connection to
a famous person. Its intrinsic value as a signature on a piece of paper is minimal.