Which of the following statements is FALSE about establishing customer service objectives?
a. Make them realistic.
b. Make them measurable.
c. Make them ambitious.
d. Keep them aligned to a company’s top-level goals.
c. Make them ambitious.
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Which of the following employees would NOT be considered a customer-contact employee?
a. Front desk agent at a hotel b. Flight attendant at an airline c. Chef at a restaurant d. Bus driver with a tour company
Which of the following is true of the bottom of the pyramid?
A) It is a market segment that has been tapped into and depleted. B) It consists of people who have easy access to luxury goods. C) It comprises people who have easy access to the basic amenities of life. D) It is considered a source of fresh growth opportunities. E) It is a market segment that has insignificant purchasing power.
What are the two dimensions of the Leader Behavior Description Questionnaire?
a. structuring and consideration b. structuring and communication c. performance and consideration d. performance and communication
How are consumer wants different from consumer needs?
What will be an ideal response?