QUESTION 9

1. What is a good tactic in dealing with angry and disrespectful customers who are jumping the line to complain?

   		Serve them quickly so they leave
   		Tell them that they are no longer welcomed
   		Call security
   		Move them away from other clients

1 points

QUESTION 10

1. What is a common problem with the Root Cause Analysis in improving Customer Service?

   		It is very expensive
   		It can only happen after problem has taken place
   		It cannot prevent a problem in the future
   		Not every company can do it

1 points

QUESTION 11

1. Which type of customers often receive the worst quality of service?

   		Internal Customers
   		External Customers
   		End Customers
   		All Customers

1 points

QUESTION 12

1. What is the term used to describe CRM data that are incomplete, incorrect or inaccurate?

   		Data errors
   		Dirty Data
   		Useless Data
   		Poor Data

1 points

QUESTION 13

1. Which Targeting strategy works best with Customer Relationship Management?

   		Mass Marketing
   		Targeted Marketing
   		Undifferentiated Marketing
   		Product Oriented Marketing

1 points

QUESTION 14

1. Which of the below is an example of indirect customer service (Self Service)?

   		Reserving a restaurant table online
   		Booking an airline ticket from a travel agent
   		Reporting internet problems by calling Internet providers customer service
   		Requesting a refund from the retailer

1 points

QUESTION 15

1. Which of the below is a benefit of using E-Commerce for companies?

   		E-Commerce requires less marketing budget
   		E-commerce is not regulated
   		E-commerce allows removal of intermediaries
   		E-commerce brings more sales

1 points

QUESTION 16

1. Assume you are the Customer Relationship Manager in a Flooring (Carpet) company. Discuss (not only list) Three reasons of why your external customers might receive bad quality of service. Provide 2 ideas you would implement to overcome these reasons, explain how your ideas will improve customer service quality.

QUESTION 17

1. Assume you are the Customer Relationship Manager of a meal planning company in Toronto. Discuss how you can use CRM to improve your Marketing Plan (Marketing Mix). Provide one point in each element of the Marketing Mix.