Unit 3: Delivering the CX || A+ Graded Already.
If you were a coach of a basketball team, your in-process measures might include:
A. The shooting percentage at the end of the game
B. The score at the end of the game
C. The number of turnovers at halftime
D. The experience of the players on your team correct answers C
The time to gain insight from an unhappy customer is:
A. After they have had time to organize their thoughts
B. At the time of the problem
C. When they are no longer angry about their problem
D. When they can clearly articulate their thoughts correct answers B
Which of the following is NOT a method of reducing wait time perception:
A. Create a distraction such as the news playing on a mounted TV set
B.Using a virtual queue
C. Using a pager to allow the customer to do something else while waiting
D. Telling the customer the average wait time correct answers D
T/F? Rules you what you cannot do, but they also tell you what you can do-with a bit of creativity correct answers T
APE stands for:
A. Amiably, Piquantly, Eagerly
B. Artfully, Perfectly, Extensively C. All-out, Pitch-in, Energize-over
D. Accurately, Politely, Enthusiastically correct answers D
In the NPS formula (%P-%D=NPS), the P stands for:
A. Profits
B. People
C. Promoters
D. Procedures correct answers C
T/F? Body language accounts for over 50% of a message being understood correct answers T
An example of dropping your word endings is:
A. "Gonna" rather than "Going to"
B. "Eatin" instead of "eating"
C. "Libarry" rather than "library"
D. "Kinda" instead of "kind of" correct answers B
You own a restaurant. which two of the following would be considered emotional measures of the customer experience?
A. The actual number of minutes between the customer ordering and receiving the food. B. The customer's overall satisfaction with the service received.
C. Using an agree/disagree scale, a customer rates how friendly the waitstaff is in your restaurant
D. The percentage of customers in a given week that are repeat customers correct answers B, C
PDCA stands for:
A. Plan-Do-Check-Act
B. Prepare-Demonstrate-Correct-Adjust
C. Practice-Diagram-Chart-Arrange
D. Propose-Design-Coach-Adapt correct answers A
The communication process includes 5 steps: Idea information, message encoding, message transmission, message decoding, and _________.
A. Networking
B. Feedback
C. Re-Transmission
D. Noise correct answers B
T/F? To keep customers coming back for more you need to be constantly refreshing the experience in order to add an element of surprise or even suspense. correct answers T
T/F? Indifferent customers will always complain and let you know what is wrong so you need to customize and surprise them correct answers F
The 10-4 Rule at Zingerman's means:
A. You have 10 minutes to fill 4 customers orders so customers are never kept waiting too long
B. After taking a customer's order, you shout "10-4"
C. You have eye contact with any customers within 10 ftof you and you say "hi" to any customer
within 4ft of you
D. You have 10 minutes to greet 4 customers in a friendly way correct answers C
If you say to a customer, "tell me more about....." you are:
A. Showing interest by inviting further information B. Showing empathy by reflecting the underlying feelings or emotions
C. Checking for understanding by paraphrasing
D. Reflecting your opinions to your customer correct answers A
Which one of these strategies is NOT a great method of soliciting feedback?
A. Continuous listening
B. Periodic Immersion
C. Explorer Groups
D. Customer Surveys correct answers C
Indifferent customers:
A. Will say they are satisfied even if they are not
B. Are in the Zone Quality
C. Will tell you when they are unhappy
If you were a coach of a basketball team, your in-process measures might include:
A. The shooting percentage at the end of the game
B. The score at the end of the game
C. The number of turnovers at halftime
D. The experience of the players on your team correct answers C
The time to gain insight from an unhappy customer is:
A. After they have had time to organize their thoughts
B. At the time of the problem
C. When they are no longer angry about their problem
D. When they can clearly articulate their thoughts correct answers B
Which of the following is NOT a method of reducing wait time perception:
A. Create a distraction such as the news playing on a mounted TV set
B.Using a virtual queue
C. Using a pager to allow the customer to do something else while waiting
D. Telling the customer the average wait time correct answers D
T/F? Rules you what you cannot do, but they also tell you what you can do-with a bit of creativity correct answers T
APE stands for:
A. Amiably, Piquantly, Eagerly
B. Artfully, Perfectly, Extensively C. All-out, Pitch-in, Energize-over
D. Accurately, Politely, Enthusiastically correct answers D
In the NPS formula (%P-%D=NPS), the P stands for:
A. Profits
B. People
C. Promoters
D. Procedures correct answers C
T/F? Body language accounts for over 50% of a message being understood correct answers T
An example of dropping your word endings is:
A. "Gonna" rather than "Going to"
B. "Eatin" instead of "eating"
C. "Libarry" rather than "library"
D. "Kinda" instead of "kind of" correct answers B
You own a restaurant. which two of the following would be considered emotional measures of the customer experience?
A. The actual number of minutes between the customer ordering and receiving the food. B. The customer's overall satisfaction with the service received.
C. Using an agree/disagree scale, a customer rates how friendly the waitstaff is in your restaurant
D. The percentage of customers in a given week that are repeat customers correct answers B, C
PDCA stands for:
A. Plan-Do-Check-Act
B. Prepare-Demonstrate-Correct-Adjust
C. Practice-Diagram-Chart-Arrange
D. Propose-Design-Coach-Adapt correct answers A
The communication process includes 5 steps: Idea information, message encoding, message transmission, message decoding, and _________.
A. Networking
B. Feedback
C. Re-Transmission
D. Noise correct answers B
T/F? To keep customers coming back for more you need to be constantly refreshing the experience in order to add an element of surprise or even suspense. correct answers T
T/F? Indifferent customers will always complain and let you know what is wrong so you need to customize and surprise them correct answers F
The 10-4 Rule at Zingerman's means:
A. You have 10 minutes to fill 4 customers orders so customers are never kept waiting too long
B. After taking a customer's order, you shout "10-4"
C. You have eye contact with any customers within 10 ftof you and you say "hi" to any customer
within 4ft of you
D. You have 10 minutes to greet 4 customers in a friendly way correct answers C
If you say to a customer, "tell me more about....." you are:
A. Showing interest by inviting further information B. Showing empathy by reflecting the underlying feelings or emotions
C. Checking for understanding by paraphrasing
D. Reflecting your opinions to your customer correct answers A
Which one of these strategies is NOT a great method of soliciting feedback?
A. Continuous listening
B. Periodic Immersion
C. Explorer Groups
D. Customer Surveys correct answers C
Indifferent customers:
A. Will say they are satisfied even if they are not
B. Are in the Zone Quality
C. Will tell you when they are unhappy
