1.Question : (TCO 1) The best way to win customer loyalty is to:
2.Question : (TCO 2) Which of the following problems is NOT listed as a people turnoff?
3.Question : (TCO 3) Small companies can compete against larger ones if they offer:
4.Question : (TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value?
5.Question : (TCO 5) Companies cannot wait years for their customers to see long-term value, so they should:
6.Question : (TCO 4) Smart companies connect with their customers through:
7.Question : (TCO 5) Intrinsic value arises from:
8.Question : (TCO 5) Communication efficiency is:
9.Question : (TCO 5) Customer convenience stems from:
10.Question : (TCO 4) How long do Americans want to spend preparing a meal?
11.Question : (TCO 9) To avoid requiring customers to do repetitive tasks:
12.Question : (TCO 8) A company's culture is made up of:
13.Question : (TCO 8) Many customers get their first impression of your company from:
14.Question : (TCO 9) Calling yourself Mr. or Ms. may give the impression that:
15.Question : (TCO 8) Which employees do most customers associate with a company?
16.Question : (TCO 10) The three-step process for acting on complaints does NOT include:
17.Question : (TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again?
18.Question : (TCO 10) Feedback is a form of:
19.Question : (TCO 10) A quick response to a customer's problem should convey:
20.Question : (TCO 11) When it comes to listening versus speaking:
21.Question : (TCO 12) A good strategy with an angry customer is:
22.Question : (TCO 6) Which of the following behaviors is NOT characteristic of aggressive people?
23.Question : (TCO 11) Abrasiveness refers to:
24.Question : (TCO 13) In the NPS formula, the P stands for:
25.Question : (TCO 13) Market share refers to:
1.Question :(TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.
2.Question : (TCO 4,5) Explain the concept of goodness of product fit.
3.Question : (TCO 6, 7) Describe the two personalities a customer will encounter when doing business with an organization, and provide examples of each from your own experience.
4.Question : (TCO 8, 9) Describe at least three techniques that companies can use to successfully engage their customers. What are your recommendations for improving a company's ability to engage their customers?
5.Question :(TCO 13) Describe the difference between customer share and market share. Explain which concept is more important.
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