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Exam 18: Customer Service

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Question 31

Multiple Choice

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A radio advertisement announced that Dan's Video Store would be open until 10:00 P.M.on Friday evenings.Norm reached the store by 9:45 pm to buy a video.The store was locked and a sign on the door said that the store closes at 9:00 pm.This scenario is an example of a _____.

A) communications gap
B) market gap
C) delivery gap
D) knowledge gap
E) research gap

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Question 32

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The steps in effective service recovery are listening to the customer,providing a fair solution,and resolving the problem quickly.

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Question 33

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What is the standards gap and how can retailers effectively decrease this gap?

_____ makes it hard to provide and maintain high-quality service because retailers cannot easily measure or check the service before it gets delivered to customers.

Training employees to effectively deal with customers,providing better assistance to customers,and explaining the use of complex products to potential customers reduces the _____.

A sales associate who is confronted by a customer,whose newly purchased DVD player does not function,should:

Which of the following approaches would NOT be effective in service recovery?

Retailers can reduce the delivery gap by:

Retailers reduce their _____ by utilizing mystery shoppers to assess service quality.

Define communications gap.What can be done by a retailer to reduce this gap?

Customers are satisfied when their expectations exceed the perceived service.

At the Sonic Drive-In restaurant,employees are timed to measure how quickly an order is taken and delivered to customers.When employees' performance consistently meets or exceeds the norms,the restaurant manager gives them a $10.00 bonus check.The purpose of this incentive is to reduce the _____.

Personalized service:

An electronic retailer advertised that returns would be quick and easy if customers are dissatisfied with a product.However,customers were unable to find any detailed information about the retailer's return policies on its website and on the purchase invoice.This lack of information is an example of a _____.

The difference between the service promised by a retailer and the service actually delivered is known as the _____.

Which of the following factors affects customers' perceptions of service quality?

Which of the following is an excellent source of information about a retailer's offering that helps in increasing customer satisfaction?

When Peridot,a department store,centralized all its buying activities,the store and department managers were able to spend more time working with sales associates and talking with customers.As a result,the company was able to better understand the expectations of the customers.Which of the following gaps was reduced as a result of the centralization process?

To reduce the delivery gap and provide a consistent service,retailers should ensure that employees get approval from their managers before making any decisions regarding customer service.

Retailers can reduce the knowledge gap and develop a better understanding of customer expectations by undertaking customer research.