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Ch. 1 Smart Book questions with verified answers graded A+
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Ch. 1 Smart Book questions with verified answers graded A+
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Ch. 1 Smart BookWhat term describes the ability of knowledgeable, capable, and enthusiastic employees to deliver
products to their internal and external customers in a manner that satisfies identified and unidentified
needs and ultimately results in positive word-of-mouth publicity and return business? - correct answer
✔✔customer service
Which customers come from within the company, such as co-workers and supervisors? - correct answer
✔✔internal
What is the term that was adopted in the early days of customer service when many people started
small businesses in their homes and bartered products or services with neighbors? - correct answer
✔✔cottage industries
What was a key factor in the growth of the service sector in the United States following World War II? -
correct answer ✔✔an increase in average incomes created higher demand for services
Tyler works for a software development company and oversees the organization's customer support
processes and compliance to ISO quality standards. The existence of Tyler's role is an example of -
correct answer ✔✔a commitment to the service economy
Jamal has to upload his finished history paper before a deadline but his home Internet service is not
responding. He contacts his service provider and speaks to Mai who is able to resolve his issue. When
Mai spoke to Jamal in order to understand and resolve his issue, she was providing _______. - correct
answer ✔✔customer service
According to the US Bureau of Labor Statistics, which two of these job categories are expected to see the
fastest growth over the next few years?
- social service
- finance
- construction
, - healthcare - correct answer ✔✔- social service
- healthcare
Meredith and Samira work on the same marketing team at Miller's Electronics Corp. They interact with
Keith who works for a public relations firm. Keith helps Meredith and Samira coordinate their upcoming
event at which Tina, the president of Miller's Electronics will speak. Which of these people is an example
of an external customer for Miller's Electronics Corp? - correct answer ✔✔Keith
Which of the following is a reason why more jobs today are likely to develop in major metropolitan
areas? - correct answer ✔✔Metropolitan areas offer more access to professional networks and
collaborative exchanges.
Which of these businesses represents a cottage industry? - correct answer ✔✔George maintains bee
hives at his home and sells his honey at local farmer's markets.
Which of the following is an example of telecommuting? - correct answer ✔✔Ruth works from home on
Tuesdays and Thursdays and replies to colleagues' queries by phone or e-mail.
Which of these statements accurately describes the post World War II service sector in the United
States?
- More and more workers were pulled into the service sector as demand increased
- Fewer and fewer workers were pushed into the service sector as jobs continued to remain steady
- Fewer and fewer workers were pulled into the service sector as demand dropped
- More and more workers were pushed into the service sector as they lost their jobs - correct answer
✔✔- More and more workers were pulled into the service sector as demand increased
Which of the following is an example of networking? - correct answer ✔✔Pico Inc., conducts weekly
meetings with suppliers to ensure that all internal operations run smoothly.
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