Customer Service Chapter 4

A formal review of a business organization’s strengths, weaknesses, opportuniites, and threats that ultimately contributes to a comprehensive strategic plan is called a
customer relationship management.
SWOT analysis.
strategic plan.
none of the above.
SWOT analysis
In a business-model sense, many organizations consider customers strategic assets.
True
False
True
A data warehouse provides a common location for all crucial business data regardless of the data’s source.
True
False
True
Supervisors make daily decisions that ensure specific jobs are performed that meet the organization’s objectives.
True
False
True
Statements of how the service objectives will be achieved and the methods employed to achieve those objectives are called
strategies.
SWOT analyses.
goals.
performance indicators.
strategies
The 80/20 Rule notes that twenty percent of something is often responsible for eighty percent of the results.
True
False
True
Goals are specific steps to be taken to implement the strategies and identify who is responsible for their completion.
True
False
False
At the heart of CRM implementation is the careful acquisition and secure storage of information about each customer, as well as the analysis, sharing, and tracking of this knowledge.
True
False
True
Customer Service Life Cycle (CSLC) is a concept that encourages companies to think in terms of differentiated involvement with the customer during distinct stages of use of a product.
True
False
True
Shifts in consumer tastes away from the company’s products and the emergence of substitute products are examples of
strengths.
weaknesses.
opportunities.
threats.
threats
A college dean or department head is an example of which management level?
top
supervisory
middle
lower
middle
Hiring the best people, providing a quality management team for support, ensuring transparent communications throughout the organization, and consistently monitoring service policies and procedures describes a strong service
CRM strategy.
infrastructure.
training program.
SWOT analysis.
infrastructure
To have all interactions with a customer recorded in one place and readily accessible to employees on a need-to-know basis when serving customers in marketing, sales, and support activities is called
knowledge management.
channel and systems integration.
database consolidation.
all of the above.
database consolidation
A business strategy that integrates the functions of sales, marketing, and customer service, using technology and massive databases of information is called
customer relationship management (CRM).
vision and goals.
performance indicators.
strategic planning.
customer relationship management (CRM)
Forward-thinking companies conduct a SWOT analysis after they write the strategic plan document.
True
False
False
Most employers realize that essential service skills and attitude can be taught.
True
False
False
The SWOT analysis begins with specifying the strengths of the business venture or project.
True
False
False
It is an unprofessional customer service strategy to encourage and reward the core group of customers who are often responsible for a large percentage of sales.
True
False
False
It is common for customers to look for companies with solid reputations that are supported by a well-designed customer service strategy and infrastructure.
True
False
True
Businesses typically have three levels of management–top, middle, and lower or supervisory.
True
False
True
Both up selling and cross selling methods encourage customers to spend a little more, and that results in boosting overall sales.
True
False
True
Implementing a customer service strategy means putting the right people in place who are trained in the latest communication devices and digital technologies.
True
False
True
Employees need to understand what the vision and goals for customer service are and what their responsibility is to achieve them.
True
False
True
Characteristics that place the organization at a disadvantage relative to others are termed
strengths.
weaknesses.
incentives.
threats.
weaknesses
The process of extracting patterns from data located in the data warehouse is called
data mining.
CRM.
channel integration.
database consolidation.
data mining