Unit 1: Constructing Your CX Foundational Knowledge | Questions and Correct Solutions 2024

Unit 1: Constructing Your CX Foundational Knowledge | Questions and Correct Solutions 2024 Build long-term relationships with customers and have loyal customers you should focus on which cluster of emotions: A. Attention and Recommendation cluster of emotions B. Attention and advocacy cluster of emotions C. Recommendation and advocacy cluster of emotions D destroying and attention cluster of emotions - Answer - C Internal Customers are the people inside the company- your fellow employees and even your boss. T/F? - Answer - T Which three of the following statements about the hell zone (Bob Phibbs video) are true? A. the "hell zone" is the first 8 feet of the store/location B. Using a prop gives the customer the impression you are in the middle of something. C. Greet the customers at a 45 degree angle bc it creates more comfort in the initial approach D. Always say, "Can I help you?" E. Make eye contact and then ignore the customer until she or he asks for help F. Greet the customer and then follow the person around and provide additional information on the products of interest - Answer - A. the "hell zone" is the first 8 feet of the store/location B. Using a prop gives the customer the impression you are in the middle of something. C. Greet the customers at a 45 degree angle bc it creates more comfort in the initial approach T/F? Customer service and Customer experience are interchangeable terms since they mean the same thing