CRM Unit 4

CRM Unit 4

University

17 Qs

quiz-placeholder

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CRM Unit 4

CRM Unit 4

Assessment

Quiz

Professional Development

University

Medium

Created by

Jessie Tay

Used 3+ times

FREE Resource

17 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Q1. This type of customer is rude and abusive. Identify the kind of customer.

Dissatisfied customer

High Roller

Angry

Rip-off customer

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Q2.This type of customer wants to get something they do not deserve. Identify the type of customer.

High Roller

Demanding customer

Indecisive customer

Rip-off customer

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Q3. The THREE ways to prevent a service breakdown are think like the customer, pamper the customer and

follow up with the customer

show empathy

offer options or alternatives

focus on the customer

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Q4. Company B has anticipated the needs of its customers wrongly due to insufficent market research. This is a

knowledge gap

customer gap

delivery gap

communication gap

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Q5. Faye does not know her company's promotion and wrongly applied the promotional code. This is an example of

policy gap

communication gap

customer gap

delivery gap

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Q6. Bob was disappointed to find that Mayard hotel's standard was not as good as he expected. This is an example of

policy gap

customer gap

delivery gap

knowledge gap

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Q7. Which one of the following steps are in the correct order for resolving service breakdowns?

listen for facts, apologise, show empathy

perform service recovery, follow through, apologise

apologise, listen for facts, show empathy

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