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HVA 106 #7 Flashcards | StudBud
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HVA 106 #7
All are ways to not create challenging customers except?
What is strategy?
HVA 106 #7
38 terms
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StudBud Administration
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Chapters 9 & 10
Flashcards
38 cards
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Practice quiz
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Questions
38
Answers
1
What is strategy?
A plan for a negative reaction
A step in the thought process
A plan for positive action
A step in the decision making process
2
All are ways to not create challenging customers except?
Show initiative
Pepper the customer with questions
Respect the customer’s time
Avoid destructive remarks:
3
________ is the continuous attempt to satisfy and keep current customers actively involved in conducting business.
Customer retention
Customer relation
Customer satisfaction
Customer reaction
4
_____________ is a way in which you can show leadership without an official title.
Greet your coworkers with a smile
Make suggestions to supervisors of ways to help improve your efficiency
Congratulate someone for handling a situation well
Treat others as you would like to be treated
5
Practice what they preach, Behave professionally, Demonstrate flexibility, are all characteristics of what?
Supervisors
Motivators
Customers
Leaders
6
Informal leaders can also help to create a customer-friendly culture and _______________.
gain insight where formal leaders can't
morale
professionalism
all of the above
7
_____________ have the authority and power of their official position.
Transformational
Formal
Positional
Informal
8
Which type of leader is not chosen by by management?
Informal
Formal
Transactional
Incoherent
9
When establishing a customer-retention program, remember all of the following except:
Create a culture that stimulates customer interest
Identify specific objectives to be realized by the program:
Examine who your customers are and what specific needs they have
Determine a timetable for execution
10
Leadership is the ability to ______________.
influence others
set an agenda
impact peoples lives
directly supervise others
11
Existing customers have the desire for our company and for us to expand our offerings
False
True
12
Customer retention is dependent on technology
No
Maybe
Yes
13
According to the reading... How many ways are there to tell if you need to improve customer retention efforts?
8
10
12
4
14
Excellent leaders train their employees to make decisions, which benefit the ______________.
all of the above
Consumer
customer
Company
15
Informal leaders can undermine the efforts of the formal leadership.
False
True
16
Informal surveys, Comment cards, Verbal comments, Focus groups are all ways of ___________?
obtaining information about customers’ viewpoints
obtaining information about customers’ satisfaction.
obtaining information about customers’ wants
obtaining information about customers’ needs
17
How many needs do customers have?
7
5
3
1
18
an active resolution to a challenging situation. is known as what?
Situational awareness
Problem solving
Problem classification
Situational readiness
19
the number of customers who leave a business in a year’s time divided by the number of new customers in the same period.
Chum rate
Chart efficiency
Churn rate
Cure rate
20
Who are your customers?
people that call to utilize your service
co-workers
your boss
everyone
21
Anything less than an interdependent philosophy can breed a(an) ________ mentality.
thats not my job
I am better than you
inferior
superior
22
Organizations culture is made up of what?
values, ethics, and norms a group of people share
values,beliefs, and norms a group of people share
values, attitudes, and norms a group of people share
values, morals, and norms a group of people share
23
Customer service providers have a tremendous amount of influence over their customers.
False
True
24
Leadership begins in our own minds.
False
True
25
According to the book... How many levels of expectation are there?
1
2
4
3
26
the percentage of customers who leave a business in one year.
Defection rate
Dilution rate
Dialation rate
Deflection rate
27
_____________have no official authority but do have the ability to influence others.
Informal leaders
Captains
Formal leaders
Team leaders
28
“Don’t date your customers; marry them.” means what?
make a cohesive argument with them
make a content arrangement with them
make a confirmation with them
make a committment to them
29
What is an interdependant environment?
an environment where one individual is credited with succes
an environment where many individuals make a decisions
an environment where no one individual is responsible for success
an environment that is self-sustained
30
Excellent leaders train their employees to make decisions, which benefit both the customer and the company is known as ?
Trust
Stupid
Empowerment
Ethics
31
the net present value of the profits a customer generates over the average customer life.
Customer spend rate
Customer lifetime sales
Customer lifetime value
Customer currency expectation (CCE)
32
the customer’s overall feeling of contentment with a customer interaction is know as what?
Total customer care
Customer care
Customer satisfaction
Customer condemnation
33
Leaders serve as _________________.
Crisis manager
All of the above
Coach
Counselor
34
The idea of interdependency means that no one individual _______________.
should have to carry all of the responsibility
Should have to carry all of the food
should have to carry all of the emotions
Should have to carry all of the tools
35
Formal leaders can create a culture that encourages excellent
customer service
training programs
morale
ideas
36
Delegation involves what?
Assigning responsibility
Self-Assessment
Assigning blame
Voting on important issues within the company
37
A perception is the way that we see something based on our experience.
True
False
38
our ability to influence others based on our perceptions or experiences... is known as what?
Scope of influence
Scope of inference
Influence sphere
Influence target
