New Paper 1

883 Words May 15th, 2013 4 Pages
. (TCO 1) Which of the following is NOT an issue in customer wait time? (Points : 5) How long the customer is waiting How long you plan for the customer to wait How long the customer perceives the wait to be All of the above | 2. (TCO 2) The people who bear the major responsibility for both value and systems problems are: (Points : 5) The people on the front line. The middle managers. The top leaders. The customers who "vote with their feet." | 3. (TCO 3) Small companies can compete against larger ones if they offer: (Points : 5) Add-ons. A feeling of comfort and fit. Competitive pricing. None of the above. | 4. (TCO 4) Value arises from a …show more content…
Neither A nor B. Both A and B. | 10. (TCO 4) Communication effectiveness is NOT best achieved when the message is: (Points : 5) Efficient. Received by the intended people. Remembered. Used. | 11. (TCO 9) Excellent organizations are: (Points : 5) Fun places to work. Ordered by people who place a high emphasis on demeanor. Led by people who have the customer's best interest at heart. Staffed by people who project utmost professionalism. | 12. (TCO 8) A relationship with a customer that doesn't go beyond the current transaction is: (Points : 5) Called a love 'em and leave 'em relationship. Conductive to the customer feeling no incentive to return. Not good business. All of the above. | 13. (TCO 8) One problem with not seeing the person you are talking to is: (Points : 5) You can't rely on non-verbal communication. You don't know whether the person is serious. You can't see the person's eyes. None of the above. | 14. (TCO 9) How far from your mouth should the telephone mouthpiece be? (Points : 5) 1/4 inch 1/2 inch 1 inch Speaker phones are best | 15. (TCO 8) Which employees do most customers associate with a company? (Points : 5) The lowest paid employees in the organization The faces in the ads The cute secretary The boss whose portrait is

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