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