Exam Paper Customer Service Example - 956 Words

1. The three major types of communication are: A. Written, verbal, and non-verbal. B. Verbal, formal documentation, informal documentation. C. Verbal, written, and graphic. D. Verbal, written, and electronic. 2. Which of the following are outputs from the Communications Planning process? A. Project records B. Communications management plan C. Performance reports D. Formal acceptance 3. Herzberg identified factors, which, if present, will lead to increased motivation. A typical factor would be: A. Good supervision B. Job security C. Regular promotions D. Good salary 4. With on the job training, employees receive training whilst†¦show more content†¦At least 28.3% of its employees must work in the customer service department C. Its managers must at one time have been CSRs D. Customer service must be addressed by all departments 16. It is important to standardize service performance processes throughout organizations that deliver services to customers. This is accomplished by developing service blueprints or maps that examine: A. The physical setting of where the service is actually delivered to the customer B. Both the demand side and the supply side of service delivery C. The demand side of service delivery to better understands where service customers are located D. The recruiting and hiring process of service industry workers 17. Which of the following is NOT a major trend in the area of customer service? A Customers want to unbundled services associated with products so that they can purchase only the support that they specifically need. B Manufacturers are building more reliable products that are easier to repair. C Customer service choices are increasing rapidly in most industries. D Service contracts (extended warranties) are increasing in importance to most customers because producers are reducing standard warranties. SECTION B: ESSAY Answer THREE (3) questions only. QUESTION 1 a) Each of communication tools has their own objectives, functions, advantages andShow MoreRelatedMkt 421 Final Exam Answers1681 Words   |  7 PagesMKT 421 Final Exam – Assignment [pic] Questions  to  MKT 421 Final Exam Answers  are as follow: 1. Compared with other approaches to business, the marketing concept is distinct in that it: †¢ Produces new products and services. †¢ Focuses on satisfying customers needs. †¢ Focuses on sales. †¢ Creates a broad assortment of products. 2. The sales analysis of a product revealed that profits were highest when it was initially introduced into the market withRead MoreGetting A Flu Shot At A Local Doctors Office Case Study1317 Words   |  6 Pageswait time, motion, space, processing and complexity. In this paper, the process of getting a flu shot at a local doctor’s office from a few different points of view and will be examine for lean processing and eliminating waste. 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