Match the example to the appropriate term

- A. B. C. D. E. F. G. H.	Number of customers served, survey cards, feedback surveys
- A. B. C. D. E. F. G. H.	Commissions, bonuses, incentives and awards for high sales and high service levels
- A. B. C. D. E. F. G. H.	Louie is an expert Basketball shooting trainer. He is teaching Pauly how to be a shooting trainer. Louie is Pauly's ______
- A. B. C. D. E. F. G. H.	__________ should give you the necessary tools and knowledge to accomplish an organizations service expectations.
- A. B. C. D. E. F. G. H.	Easy to use, understandable, easy problem resolutions are part of a _____
- A. B. C. D. E. F. G. H.	How we efficiently and effectively get our products and services to our customers
- A. B. C. D. E. F. G. H.	The sales rep restates the order to the customer to insure they are both in agreement.
- A. B. C. D. E. F. G. H.	Appearance of the store, clutter, poorly groomed staff, offensive items are negative ____

A.	Service Measurement Techniques
B.	Compensation
C.	Mentor
D.	Training
E.	Customer Fiendly system
F.	Service Delivery System
G.	Paraphrasing
H.	Environmental clues

1. Granny's new bike tire split apart at the middle seam after only 3 days of use. The bike shop brought the bike in, replaced the tire, and gave Granny a new bell and basket. This is an example of ___________

   		Congruence
   		Service application
   		Service recovery
   		Open ended questioning

2. Which is not a negative nonverbal communication behavior

1. 		yawning
   		wide eyes
   		pointing a finger
   		disorganization, clutter

3. Sally cannot work on Friday nights because of her religion. However, it is the busiest night of the week for Mallorie's Bar and Grill. Sally is the best manager in the Bar. This would best be described as conflicting values and beliefs.

True

False