Question $71(1$ point$)$

Before you can feel the customer$$s pain, you need to make sure you have a clear understanding of the problem.

Question $71$ options:

a$)$ True

b$)$ False

Question $72(1$ point$)$

Data and information are both factual.

Question $72$ options:

a$)$ True

b$)$ False

Question $73(1$ point$)$

When measuring convenience, the critical point is to get the customer$$s point of view, not your own.

Question $73$ options:

a$)$ True

b$)$ False

Question $74(1$ point$)$

The most critical question you can ask your customer is

Question $74$ options:

a$)$

Are you satisfied with the product$/$service$?$

b$)$

Will you return for future business?

c$)$

What could we have done better?

d$)$

Would you recommend us to a friend?

Question $75(1$ point$)$

To avoid requiring customers to do repetitive tasks

Question $75$ options:

a$)$

streamline processes

b$)$

check for redundancy

c$)$

both A and B

d$)$

neither A nor B

Question $76(1$ point$)$

The best way to win customer loyalty is to:

Question $76$ options:

a$)$

emphasize that your company is the industry leader.

b$)$

set time expectations by promising quick service and hoping for the best.

c$)$

emphasize that some variables are out of your control.

d$)$

set a time then beat it$.$

Question $77(1$ point$)$

If numerous people are asking the same question, you have:

Question $77$ options:

a$)$

an information problem.

b$)$

parallel information deficiency.

c$)$

an opening for superior customer service.

d$)$

all of the above

Question $78(1$ point$)$

In order to achieve great customer service, managers must:

Question $78$ options:

a$)$

command the respect of their employees.

b$)$

insist that everyone memorize the company theme.

c$)$

sell others on the vision of great customer service.

d$)$

all of the above

Question $79(1$ point$)$

Point$-$of$-$sale electronic data$-$gathering devices allow:

Question $79$ options:

a$)$

tracking of individual preferences.

b$)$

customizing services and products to meet customer needs.

c$)$

both A and B

d$)$

neither A nor B

Question $80(1$ point$)$

To apply the influencer model, it is necessary to answer the following question$($s$)$

Question $80$ options:

a$)$

Why should I want to$?$

b$)$

Can I do it$?$

c$)$

Both A and B

d$)$

Neither A and B