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31 Cards in this Set
- Front
- Back
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_______________ customer service helps the customer use the product and deals with any problems or complaints that may occur. a. Post-purchase b. Pre-purchase c. Vertical purchase d. Horizontal purchase |
a. Post-purchase |
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_______________ customer service is conceptualized as those activities that help prepare the customer for the purchase decision. a. Horizontal purchase b. Pre-purchase c. Vertical purchase d. Post-purchase |
b. Pre-purchase |
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_______________ is the supplementary service element that refers to dialogue probing customer requirements and developing a tailored solution for the customer. a. Information b. Hospitality c. Order-taking d. Consultation |
d.Consultation |
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________________ is a natural consequence of significant human involvement in many service delivery systems. a. Compatibility b. Validity c. Flexibility d. Variability |
d. Variability |
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A _____________ is any act or performance that one party can offer another that is essentially intangible and does not result in the ownership of anything. a. price b. service c. product d. promotion |
b. service |
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Accepting applications, orders, and reservations is the supplementary service element referred to as _______________. a. hospitality b. consultation c. information d. order-taking |
d. order-taking |
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According to the text, _______________ is the physical goods typically required to provide services. a. service software b. service equipment c. service facilities d. service personnel |
b. service equipment |
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According to the text, _______________ is the willingness to help customers and provide prompt service. a. empathy b. responsiveness c. reliability d. assurance |
b. responsiveness |
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According to the text, ________________ is provision of caring, individualized attention to customers. a. empathy b. responsiveness c. assurance d. reliability |
a. empathy |
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According to the text, conditions under which service guarantees have maximum impact include all of the following EXCEPT: a. When failure has significant negative consequences b. When the customer’s ego is involved c. When the customer has little experience with the service d. When the price of the service is low |
d. When the price of the service is low |
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According to the text, data provided in response to customers’ questions and in anticipation of their needs is the supplementary service element referred to as ________________. a. information b. order-taking c. consultation d. hospitality |
a. information |
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According to the text, deregulation has led to easier market entry in all of the following industries EXCEPT: a. Transportation. b. Automobile manufacturing c. Telecommunications. d. Financial services. |
b. Automobile manufacturing |
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According to the text, in developed countries, _______________ now accounts for upward of 70 percent of both employment and GDP. a. services b. coal mining c. manufacturing d. agriculture |
a. services |
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According to the text, which of the following supplementary service elements refers to the requests for payment? a. Order-taking b. Billing c. Consultation d. Information |
b. Billing |
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Activities that fulfill the _______________ customer service function are the various forms of promotion designed to provide product and location information to the customer and personal selling. a. pre-purchase b. horizontal purchase c. vertical purchase d. post-purchase |
a. pre-purchase |
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All of the following are mentioned in the text as factors that differentiate services from products EXCEPT: a. Divisibility b. Acquisition c. Validity d. Perishability |
c. Validity |
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All of the following are mentioned in the text as factors that have led to growth in private-sector services in recent years EXCEPT: a. Globalization b. Franchising c. Insourcing d. Deregulation |
c. Insourcing |
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Appearance of physical facilities, equipment, personnel, and communication materials is the key variable referred to as _______________. a. assurance b. reliability c. empathy d. tangibles |
d. tangibles |
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Knowledge and courtesy of employees and ability to convey trust and confidence is the key variable referred to as _______________. a. responsiveness b. empathy c. assurance d. reliability |
c. assurance |
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Methods of delivering _______________ customer service include installation, spare parts availability, and traditional technical service departments in many manufacturing companies. a. pre-purchase b. horizontal purchase c. post-purchase d. vertical purchase |
c. post-purchase |
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Service facilities can be conceptualized as comprising both a(n)_____________ and a(n)_____________. a. high and low b. interior and exterior c. expensive and inexpensive d. strong and weak |
b. interior and exterior |
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The ability to perform the promised service dependably and accurately is the key variable referred to as _______________. a. empathy b. responsiveness c. assurance d. reliability |
d. reliability |
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The major method of reducing service _______________ is appropriate attention to employee selection and training. a. variability b. compatibility c. validity d. flexibility |
a. variability |
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The supplementary service element that lies outside the routine of normal service delivery is referred to as _______________. a. order-taking b. hospitality c. consultation d. exceptions |
d. exceptions |
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The supplementary service element that refers to action taken to pay the bill is referred to as _______________. a. payment b. consultation c. order-taking d. information |
a. payment |
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Which of the following is NOT a factor that makes services significantly different from products? a. Technology b. Inseparability c. Variability d. Intangibility |
a. Technology |
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Which of the following is NOT a tangible element of a service used by customers to anticipate the experience and form their expectations? a. Service equipment b. Service software c. Service facilities d. Service personnel |
b. Service software |
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Which of the following is NOT mentioned in the text as a supplementary element that supports a firm’s core product or service? a. Information b. Consultation c. Culture d. Order-taking |
c. Culture |
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Which of the following is not one of the key variables that influence perceived service quality according to SERVQUAL? a. Responsiveness b. Self-efficacy c. Empathy d. Assurance |
b. Self-efficacy |
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Which of the following phrases describes the point at which a customer is either satisfied or dissatisfied? a. ”Moment of Guarantee” b. “Moment of Truth” c. ”Moment of Inseparability” d. ”Moment of Commitment” |
b. “Moment of Truth” |
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Which of the following supplementary service elements refers to consideration and courtesy in attending to customer needs? a. Consultation b. Hospitality c. Order-taking d. Information |
b. Hospitality |
