Consumer Relations
Textbook Exam Questions
Course Introduction
Consumer Relations explores the principles and practices involved in building and maintaining positive relationships between organizations and their customers. The course examines effective communication strategies, methods of handling complaints and feedback, customer service procedures, and the impact of digital technologies on consumer interactions. Emphasis is placed on developing skills to enhance customer satisfaction, loyalty, and trust, as well as understanding the ethical and legal considerations involved in consumer relations. By the end of the course, students will be equipped to create and manage programs that foster mutually beneficial relationships between consumers and organizations in todays dynamic marketplace.
Recommended Textbook
Customer Service Skills for Success 6th Edition by
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Page 2
Robert W. Lucas
Chapter 1: The Customer Service Profession
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Sample Questions
Q1) Who among the following is an example of internal customers?
A) Vendors
B) Suppliers
C) Potential clients
D) Subordinates
Answer: D
Q2) The goals of providing customer service are similar despite the differences between organizations in their focus.
A)True
B)False Answer: False
Q3) The Norris-La Guardia Act allocated $7 billion toward upgrading and expanding broadband access nationwide in order to provide access to rural areas and increase Internet capacity in schools,libraries,public safety offices,and other community buildings.
A)True
B)False Answer: False
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Page 3
Chapter 2: Contributing to the Service Culture
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Sample Questions
Q1) Internal employees or external consultants who pose as customers in on-site visits,over the telephone,or online to determine how well customers are being served are known as:
A) mystery shoppers.
B) lobbyists.
C) jobbers.
D) category captains.
Answer: A
Q2) Retail and service organizations should:
A) focus on attracting new customers instead of trying to retain current customers.
B) communicate their internal problems to customers.
C) establish policies and procedures that are flexible.
D) respond to customer complaints using "company policy" as an excuse.
Answer: C
Q3) A sole proprietorship is a one-owner business.
A)True
B)False
Answer: True
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Chapter 3: Verbal Communication Skills
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Sample Questions
Q1) Which of the following statements is true of feedback?
A) It is always transmitted verbally.
B) It elicits negative effects if given nonverbally.
C) It can be used only on relationships that are strong.
D) It has both positive and negative effects.
Answer: D
Q2) Global terms are an encompassing and effective way to build credibility with your customers.
A)True
B)False
Answer: False
Q3) Before providing feedback,taking into consideration the knowledge and skill level of customers is part of encoding.
A)True
B)False
Answer: True
Q4) Communication is a key element during customer interactions.
A)True
B)False
Answer: True
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Chapter 4: Nonverbal Communication Skills
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Sample Questions
Q1) In most western cultures,the typical period of time that is comfortable for holding eye contact is 25 to 30 seconds.
A)True
B)False
Q2) If a service provider is to understand and serve people who might be different,they must first become aware ____.
A) that they are also very similar
B) that conducting business with them is always unsuccessful
C) that culture does not play a role in it
D) that the Internet is a good source of information
Q3) Although changes in voice tone add vocal variety to messages,they do not affect interpretation of meaning.
A)True
B)False
Q4) Which of the following is likely to damage the customer-provider relationship?
A) Using paralanguage
B) Performing perception checking
C) Using a lot of jargon
D) Communicating nonverbally
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Chapter 5: Listening Skills
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Sample Questions
Q1) True listening is the physical action of gathering sound waves through the ear canal,as opposed to hearing,which is an active learned process.
A)True
B)False
Q2) Elaborate on faulty assumptions as a factor that influences listening skills.
Q3) The average white-collar worker in the United States has only about a 25 percent efficiency rate when listening.
G. Nichols, who is sometimes called the father of listening, data revealed that the average white-collar worker in the United States typically has only about a 25 percent efficiency rate when listening.
A)True
B)False
Q4) Describe attentiveness as a characteristic of a good listener.
Q5) What is the last phase of the listening process?
A) Comprehending
B) Attending
C) Hearing
D) Responding
Q6) Why is listening important?
Page 7
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Chapter 6: Customer Service and Behavior
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Sample Questions
Q1) What are behavioral styles? How do they affect service provider-customer relationships?
Q2) Jung explored human behavior and divided it into functions.One of them is ____.
A) listening B) talking C) touching D) thinking
Q3) Carl Jung divided behavior into two attitudes which he called constant and inconstant.
A)True
B)False
Q4) Everyone has perceptions about the people and events they encounter.
A)True
B)False
Q5) A service provider can partner with internal or external customers to solve problems and produce a win-win situation.
A)True B)False
Q6) Discuss how we base our perceptions within a customer service framework.
Q7) What do you mean by seamless service?
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Chapter 7: Service Breakdowns and Service Recovery
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Sample Questions
Q1) Which of the following best defines talkative customers?
A) Customers exhibiting extroverted behavior and who are very people-oriented.
B) Customers who take pleasure in being obstinate and contrary when dealing with service providers.
C) Customers who seem to have their own agenda without concern for the feelings of others.
D) Customers who have definite ideas about what they want and are unwilling to compromise or accept alternatives.
Q2) Failure to adhere to deadlines warrants a service recovery action by service providers.
A)True
B)False
Q3) Customer expectations can affect how service is delivered and perceived. A)True
B)False
Q4) Dealing with internal customers may be more sensitive than your dealings with outsiders.
A)True
B)False
Q5) List any five work behaviors to adopt that can build internal relationships.
Page 9
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Chapter 8: Customer Service in a Diverse World
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Sample Questions
Q1) A _____ is a form of server software that allows nontechnical personnel to create and edit website pages using any web browser and without complex programming knowledge.
A) wiki
B) podcast
C) blog
D) cache
Q2) It is your perception,not the customer's,that is the deciding factor of your actions.
A)True
B)False
Q3) A _____ is an online journal or diary that allows people to add content.
A) podcast
B) cache
C) blog
D) wiki
Q4) List the basic guidelines for communicating effectively with diverse customers.
Q5) Cultural diversity has to do with the similarities between groups of people.
A)True
B)False
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Chapter 9: Customer Service Via Technology
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Sample Questions
Q1) E-mail was not meant to replace formal written correspondence although many companies use it now for correspondence functions.
A)True
B)False
Q2) _____ provide callers with a menu of options from which they can select by pressing a key on their telephone keypad.
A) Automatic call distribution systems
B) Automated attendants
C) Interactive kiosks
D) Internet telephony
Q3) What is the disadvantage of technology that negatively impacts an employee?
A) It increases staff costs.
B) It increases the number of mundane tasks.
C) It increases the overheads related to employees.
D) It increases the risk of reassignment or dismissal.
Q4) Most people find it satisfactory for messages to be sent without proofreading or spell checking them to save time.
A)True
B)False
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Chapter 10: Encouraging Customer Loyalty
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Sample Questions
Q1) To create a social bond with customers,take time to just say hello without treating anyone as an individual.
A)True
B)False
Q2) Which of the following is a channel partner that provides a distribution outlet or link for a company's products and services?
A) strategic
B) transactional
C) direct
D) tactical
Q3) An effective approach to increasing sales is to focus on the features of a product or service and not the benefits.
A)True
B)False
Q4) One of the biggest mistakes any service provider can make is to deny accountability in dealing with the customer.
A)True
B)False
Q5) Discuss the customer's perception of quality.
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