Question 1

A formal review of a business organization\'s strengths, weaknesses, opportuniites, and threats that ultimately contributes to a comprehensive strategic plan is called a  customer relationship management.   SWOT analysis.   strategic plan.   none of the above.

Accepted Answer

SWOT analysis

Question 2

In a business-model sense, many organizations consider customers strategic assets.  True   False

Accepted Answer

True

Question 3

A data warehouse provides a common location for all crucial business data regardless of the data\'s source.  True   False

Accepted Answer

True

Question 4

Supervisors make daily decisions that ensure specific jobs are performed that meet the organization\'s objectives.  True   False

Accepted Answer

True

Question 5

Statements of how the service objectives will be achieved and the methods employed to achieve those objectives are called  strategies.   SWOT analyses.   goals.   performance indicators.

Accepted Answer

strategies

Question 6

The 80/20 Rule notes that twenty percent of something is often responsible for eighty percent of the results.  True   False

Accepted Answer

True

Question 7

Goals are specific steps to be taken to implement the strategies and identify who is responsible for their completion.  True   False

Accepted Answer

False

Question 8

At the heart of CRM implementation is the careful acquisition and secure storage of information about each customer, as well as the analysis, sharing, and tracking of this knowledge.  True   False

Accepted Answer

True

Question 9

Customer Service Life Cycle (CSLC) is a concept that encourages companies to think in terms of differentiated involvement with the customer during distinct stages of use of a product.  True   False

Accepted Answer

True

Question 10

Shifts in consumer tastes away from the company\'s products and the emergence of substitute products are examples of  strengths.   weaknesses.   opportunities.   threats.

Accepted Answer

threats

Question 11

A college dean or department head is an example of which management level?  top   supervisory   middle   lower

Accepted Answer

middle

Question 12

Hiring the best people, providing a quality management team for support, ensuring transparent communications throughout the organization, and consistently monitoring service policies and procedures describes a strong service  CRM strategy.   infrastructure.   training program.   SWOT analysis.

Accepted Answer

infrastructure

Question 13

To have all interactions with a customer recorded in one place and readily accessible to employees on a need-to-know basis when serving customers in marketing, sales, and support activities is called  knowledge management.   channel and systems integration.   database consolidation.   all of the above.

Accepted Answer

database consolidation

Question 14

A business strategy that integrates the functions of sales, marketing, and customer service, using technology and massive databases of information is called  customer relationship management (CRM).   vision and goals.   performance indicators.   strategic planning.

Accepted Answer

customer relationship management (CRM)

Question 15

Forward-thinking companies conduct a SWOT analysis after they write the strategic plan document.  True   False

Accepted Answer

False

Question 16

Most employers realize that essential service skills and attitude can be taught.  True   False

Accepted Answer

False

Question 17

The SWOT analysis begins with specifying the strengths of the business venture or project.  True   False

Accepted Answer

False

Question 18

It is an unprofessional customer service strategy to encourage and reward the core group of customers who are often responsible for a large percentage of sales.  True   False

Accepted Answer

False

Question 19

It is common for customers to look for companies with solid reputations that are supported by a well-designed customer service strategy and infrastructure.  True   False

Accepted Answer

True

Question 20

Businesses typically have three levels of management--top, middle, and lower or supervisory.  True   False

Accepted Answer

True

Question 21

Both up selling and cross selling methods encourage customers to spend a little more, and that results in boosting overall sales.  True   False

Accepted Answer

True

Question 22

Implementing a customer service strategy means putting the right people in place who are trained in the latest communication devices and digital technologies.  True   False

Accepted Answer

True

Question 23

Employees need to understand what the vision and goals for customer service are and what their responsibility is to achieve them.  True   False

Accepted Answer

True

Question 24

Characteristics that place the organization at a disadvantage relative to others are termed  strengths.   weaknesses.   incentives.   threats.

Accepted Answer

weaknesses

Question 25

The process of extracting patterns from data located in the data warehouse is called  data mining.   CRM.   channel integration.   database consolidation.

Accepted Answer

data mining

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