Customer Service: Career Success Through Customer Loyalty by Timm, 5th edition, 2011

1. The real issue when working with customer solutions is:
a. not whether the customer is right.
b. making sure the customer feels justified and helped.
c. both a and b
d. neither a nor b

2. Deciding that the customer is always right is:
a. less effective than deciding to always solve the problem.
b. the best way to keep customers loyal.
c. difficult to do, but important.
d. All of the above.

3. A good strategy with an angry customer is to:
a. let them blow off steam until they calm down.
b. remember that they are no longer rational.
c. be supportive once they start listening.
d. All of the above.

4. Industrial intimacy:
a. means allowing customers to select from menus of product characteristics.
b. comes from better understanding of the specific needs and wants of customers.
c. comes from focusing on what is important to the customer.
d. All of the above.

5. Clear business communication doesn’t mean:
a. avoiding jargon.
b. being abrupt.
c. avoid using stock numbers or abbreviations.
d. All of the above.

6. Which of the following failings is NOT a hindrance to clear communication?
a. failure to express appreciation
b. failure to offer an alternative solution
c. failure to provide a reasonable explanation
d. failure to get to the point

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