Question $81(1$ point$)$

Customers will perceive long$-$term warranties as:

Question $81$ options:

a$)$

an unnecessary expense.

b$)$

a method used by the company to gouge the customer.

c$)$

extremely valuable.

d$)$

of higher value than short$-$term warranties.

Question $82(1$ point$)$

Long$-$term durability is not what customers perceive as the ultimate value.

Question $82$ options:

a$)$ True

b$)$ False

Question $83(1$ point$)$

Which of the following does NOT contribute to workplace stress?

Question $83$ options:

a$)$

high sense of control

b$)$

heavy workload

c$)$

infrequent breaks

d$)$

meaningless, routine tasks

Question $84(1$ point$)$

A good strategy when dealing with an angry$/$hostile customer is to:

Question $84$ options:

a$)$

let them blow off steam until they calm down.

b$)$

remember that they are no longer rational.

c$)$

be supportive once they start listening.

d$)$

all of the above

Question $85(1$ point$)$

Advice or recommendation from a friend scored a $63\%$ as a determinant of people buying a new product or service.

Question $85$ options:

a$)$ True

b$)$ False

Question $86(1$ point$)$

The easiest feedback system is a customer feedback card.

Question $86$ options:

a$)$ True

b$)$ False

Question $87(1$ point$)$

Loblaws offer A$-$Plus convenience with their ancillary services. What is the name of this company on the west coast of Canada?

Question $87$ options:

a$)$

The Bay

b$)$

Sears

c$)$

Superstore

d$)$

Stongs

Question $88(1$ point$)$

Further applications of technology will allow more customization in the future.

Question $88$ options:

a$)$ True

b$)$ False

Question $89(1$ point$)$

Managers strengthen corporate culture by:

Question $89$ options:

a$)$

focusing on the corporate vision.

b$)$

focusing on customer service.

c$)$

both A and B

d$)$

neither A nor B

Question $90(1$ point$)$

The time to gain insight from an unhappy customer is

Question $90$ options:

a$)$

after they have had time to organize their thoughts.

b$)$

at the time of the problem.

c$)$

when they are no longer angry about the problem.

d$)$

when they can clearly articulate their thoughts.