Unit 1: Constructing Your CX Foundational Knowledg
Unit 1: Constructing Your CX Foundational Knowledg
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Unit 1: Constructing Your CX Foundational Knowledge || very Flawless.
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Unit 1: Constructing Your CX Foundational Knowledg
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Unit 1: Constructing Your CX Foundational Knowledg
Build long-term relationships with customers and have loyal customers you should focus on which cluster of emotions:
A. Attention and Recommendation cluster of emotions
B. Attention and advocacy cluster of emotions
C. Recommendation and advocacy cluster of emotions
D destroying and attention cl...
build long term relationships with customers and h
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Unit 1: Constructing Your CX Foundational Knowledg
Unit 1: Constructing Your CX Foundational Knowledg
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Unit 1: Constructing Your CX Foundational Knowledge || very Flawless.
Build long-term relationships with customers and have loyal customers you should focus on which cluster of emotions:
A. Attention and Recommendation cluster of emotions
B. Attention and advocacy cluster of emotions
C. Recommendation and advocacy cluster of emotions
D destroying and attention cluster of emotions correct answers C
Internal Customers are the people inside the company- your fellow employees and even your boss. T/F? correct answers T
Which three of the following statements about the hell zone (Bob Phibbs video) are true?
A. the "hell zone" is the first 8 feet of the store/location
B. Using a prop gives the customer the impression you are in the middle of something.
C. Greet the customers at a 45 degree angle bc it creates more comfort in the initial approach
D. Always say, "Can I help you?"
E. Make eye contact and then ignore the customer until she or he asks for help
F. Greet the customer and then follow the person around and provide additional information on the products of interest correct answers A. the "hell zone" is the first 8 feet of the store/location
B. Using a prop gives the customer the impression you are in the middle of something.
C. Greet the customers at a 45 degree angle bc it creates more comfort in the initial approach
T/F? Customer service and Customer experience are interchangeable terms since they mean the same thing. correct answers F
T/F? Emotional bonds between companies and customers are difficult for the competition to sever. correct answers T
T/F? There is always alignment between the brand as advertised and the customers experience. correct answers F
You and your co-worker are fixing part of the AC system in a large department of a local hospital. There are patients, employees, and others passing by and working nearby. your fellow employee beings to talk negatively about your company. What do you do? correct answers B. Suggest to the employee that you talk about his concerns when you are back in the truck and away from others
T/F? A company gains advocates (loyal customers) by creating customer experience that connects deeply with what customers value as delivered so impeccably that customers have no reason to switch to a competitor, even at a cheaper price. correct answers T
Companies use business processes and process flow charts (like the Juan & Rico's Tacos & Burritos example in Mod 3) to: A. Show employees how they depend on each other to create great experiences
B. To reveal the results of customer surveys
C. to schedule employees efficiently
D. place blame when something goes wrong correct answers A
Tempkins 4 customer experience core competencies are:
A. strong financial commitment B. compelling brand value C. powerful advertising D. customer connectedness E. purposeful leadership F. Employee engagement G. Unique selling proposition correct answers B,D,E,F
You work for a car dealer and your job is to follow-up with customers to make sure their experience with the service and sales departments were satisfactory. You are involved in which stage of the Conifer Research 5-stage model of customer experiences?
A. Enter B. Engage
C. Entince
D. Extend correct answers Extend
According to Zingerman's video, it is hard to find great customer service because:
A. It is hard work and not always rewarded
B. It is not defined C. It is unfamiliar and not taught
D. All of these are reasons why great customer service is hard to find correct answers D
T/F? It is easy to identify those customers who are in the zone of indifference. correct answers F
T/F? Many customer turnoffs can be overcome when "emotional connectivity" is created. correct
answers T
T/F? when you begin to think of customers in terms that do not have human traits (appointments,
cases, diseases) you begin to be less sensitive to their concerns. correct answers T
T/F? The broad definition of "customer" is anyone with whom we exchange value. correct answers T
At the Ritz-Carlton, the housekeeping is responsible for creating environments. T/F? correct answers T
T/F? Experiences are memorable events. correct answers T
T/F? WAYMISH stands for Why Are You Making It So Hard...for me to give you my money! correct answers T
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