Question $61(1$ point$)$

People today value time, possibly more than any other period in history.

Question $61$ options:

a$)$ True

b$)$ False

Question $62(1$ point$)$

Failing to share a customer$$s sense of urgency about time:

Question $62$ options:

a$)$

leads to unfulfilled expectations.

b$)$

discounts the customer.

c$)$

both A and B

d$)$

neither A nor B

Question $63(1$ point$)$

Giving something to the customer to make up for the problem they have had is:

Question $63$ options:

a$)$

bad business; it causes them to complain more to get more free stuff.

b$)$

going to reduce profitability in the long run.

c$)$

symbolic atonement.

d$)$

none of the above

Question $64(1$ point$)$

Customers have an expectation of how long a service will take based on industry standards.

Question $64$ options:

a$)$ True

b$)$ False

Question $65(1$ point$)$

An ingenious application of information timeliness is provided by Domino$$s Pizza$$s online tracking service.

Question $65$ options:

a$)$ True

b$)$ False

Question $66(1$ point$)$

The future of customer service and loyalty is likely to focus on:

Question $66$ options:

a$)$

personalization, technology and globalization.

b$)$

increased mechanization.

c$)$

decreased individualization.

d$)$

none of the above

Question $67(1$ point$)$

Most people have a realistic perception of time while they are waiting.

Question $67$ options:

a$)$ True

b$)$ False

Question $68(1$ point$)$

Learning of and addressing potential customer turnoffs moves customers to loyal, motivated fans from

Question $68$ options:

a$)$

another business.

b$)$

the Internet buying experience.

c$)$

the zone of indifference.

d$)$

none of the above

Question $69(1$ point$)$

One of the best ways to cut wait time perception is to use a virtual waiting system.

Question $69$ options:

a$)$ True

b$)$ False

Question $70(1$ point$)$

When checking your writing style ensure

Question $70$ options:

a$)$

appreciation is expressed.

b$)$

alternative solutions are offered.

c$)$

reasonable explanations are provided.

d$)$

all of the above