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Customer Satisfaction & Loyalty Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

Page 1

Question 1 1. Which of the following is an example of standard customer service?

Question 2 2. As a result of receiving a desired level of customer service, customers may do which one of the following?

Question 3 3. What are the three levels of customer service in relation to job performance?

Question 4 4. What is the definition of customer service?

Question 5 5. Which of the following is a true statement about customer service?

Page 2

Question 6 6. Why is good telephone service important for your business?

Question 7 7. What is the most important factor for success in business?

Question 8 8. Why is patience important to creating good customer service and earning loyal customers?

Question 9 9. Why is caring an important part of good customer service?

Question 10 10. Which of the following steps are important for building customer loyalty?

Page 3

Question 11 11. How is customer satisfaction measured?

Question 12 12. When creating customer satisfaction surveys, the survey should _____.

Question 13 13. What is customer satisfaction?

Question 14 14. Why would a company use focus groups as a way to measure customer satisfaction?

Question 15 15. Why is it important for companies to nurture loyal customers?

Page 4

Question 16 16. What are the benefits to the customer in a loyalty program?

Question 17 17. What are the goals in offering a loyalty program?

Question 18 18. What is a goal of a customer loyalty program?

Question 19 19. What is a customer loyalty program?

Question 20 20. What factors should be considered when creating a customer loyalty program?

Page 5

Question 21 21. What do companies do with the results gathered from a retail assessment or mystery shopper program?

Question 22 22. What does a retail assessment test?

Question 23 23. What is the ideal anonymous shopper in a mystery shopper program?

Question 24 24. What type of shoppers does a mystery shopper program use to find answers?

Question 25 25. To develop a retail assessment, what does a company need to ask?

Customer Satisfaction & Loyalty Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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