CUSTOMER SERVICE STUDY GUIDE 2026/2027
QUESTIONS AND SOLUTIONS RATED A+
✔✔The second life cycle of a recovered customer has the following advantages -
✔✔The customer is already familiar with your products, the company is likely to have
data about the customers likes and dislikes, the customer may feel flattered by your
efforts to win him or her back.
✔✔Regarding mystery shoppers, they - ✔✔Have been greatly improved with use of
hidden video
✔✔In the example in the text, a dissatisfied customer at Happy Jack's store could cause
the store how much in revenues and other lost customers over a ten- year period? -
✔✔442,000 in lost revenue and 17 lost customers
✔✔What does it mean to deliver A-plus information? - ✔✔A-plus information means that
we communicate in ways that are timelier, clearer, more interesting, or more creative
than customers anticipate.
✔✔Which of the following can be in effective icebreaker when greeting a customer? -
✔✔Expressing appreciation for them coming in, talking about something of local interest
like the weather, responding to some interest of the customer such as a sport or activity
based on cues.
✔✔Regarding customer satisfaction surveys: - ✔✔The most important thing is what you
do with customer responses.
✔✔Someways customer demographics are changing discussed in this chapter are: -
✔✔Young people becoming Active consumers at earlier age, baby boomers are
changing the image of active 60-plus buyers, businesses face a more diverse mix of
cultures.
✔✔When customers are in the zone of indifference they: - ✔✔Maybe generally satisfied
but not necessarily motivated to become loyal customers.
✔✔Most companies need to increase the number of complainers they hear from. -
✔✔True
✔✔Atypical company will lose 10 to 30% of its customers over what period of time? -
✔✔Each year
✔✔Credit card companies can enhance their perception of value by: - ✔✔Giving
customers exes to live-person contact, giving cash back to airline miles credit for all
purchases, offering different levels of cards (Gold, platinum, etc.)
QUESTIONS AND SOLUTIONS RATED A+
✔✔The second life cycle of a recovered customer has the following advantages -
✔✔The customer is already familiar with your products, the company is likely to have
data about the customers likes and dislikes, the customer may feel flattered by your
efforts to win him or her back.
✔✔Regarding mystery shoppers, they - ✔✔Have been greatly improved with use of
hidden video
✔✔In the example in the text, a dissatisfied customer at Happy Jack's store could cause
the store how much in revenues and other lost customers over a ten- year period? -
✔✔442,000 in lost revenue and 17 lost customers
✔✔What does it mean to deliver A-plus information? - ✔✔A-plus information means that
we communicate in ways that are timelier, clearer, more interesting, or more creative
than customers anticipate.
✔✔Which of the following can be in effective icebreaker when greeting a customer? -
✔✔Expressing appreciation for them coming in, talking about something of local interest
like the weather, responding to some interest of the customer such as a sport or activity
based on cues.
✔✔Regarding customer satisfaction surveys: - ✔✔The most important thing is what you
do with customer responses.
✔✔Someways customer demographics are changing discussed in this chapter are: -
✔✔Young people becoming Active consumers at earlier age, baby boomers are
changing the image of active 60-plus buyers, businesses face a more diverse mix of
cultures.
✔✔When customers are in the zone of indifference they: - ✔✔Maybe generally satisfied
but not necessarily motivated to become loyal customers.
✔✔Most companies need to increase the number of complainers they hear from. -
✔✔True
✔✔Atypical company will lose 10 to 30% of its customers over what period of time? -
✔✔Each year
✔✔Credit card companies can enhance their perception of value by: - ✔✔Giving
customers exes to live-person contact, giving cash back to airline miles credit for all
purchases, offering different levels of cards (Gold, platinum, etc.)
