MAN4162- FINAL EXAM QUESTIONS AND ACCURATE
ANSWERS A+ GRADED
1.1 Define what the word "customer" means in the context of this chapter and discuss the two
different kinds of customers that every business has (p4) - ANSWER Customer means an
exchange of value, and there are two types of customers internal and external
1.4 The text describes six "core competencies" which provide a foundation for superior
customer service, name and briefly describe three of these (p9-10) - ANSWER 1. Acceptance of
ownership: people are more engaged when they own the outcome.
2. Manage change: a clear vision of change must be repeatedly communicated and must not
be simplify.
3. Manage knowledge: deals with people in organization learning new ways to do things and
sharing that knowledge with others for the benefit of the company
2.1 Explain the distinction between attitudes and behaviors. Why is it important to focus on
behaviors rather than attitudes when seeking to improve customer service? (p21) - ANSWER
Behavior is what people do, attitudes becomes apparent to others through behaviors. It's
important to focus in behaviors because it is the way we communicate with others
2.2 What is a company's culture? What are some key characteristics of the culture at yum!
Brands, Southwest airlines, and Zappos? - ANSWER Company vision, values, norms, systems,
symbols, language, assumptions, beliefs, and habits. Yum has a recognition culture, Southwest
has a culture described as the quirky culture, Zappos has a culture of informality and fun
, 3.1 Explain the difference between hearing and listening - ANSWER Hearing is simply the act
of perceiving sound by the ear. Listening requires concentration so that your brain processes
meaning from words and sentences
What do we mean by the "use of gatekeepers" Why is this a potential problem in customer
service? - ANSWER Gatekeepers are people who preview incoming information and decide if
we need it or not. Gatekeeping can be a problem for service when customer messages are
blocked or when the customer must convey messages through several people and those
messages get distorted
4.3 What four things can you do to tactfully close a phone conversation? - ANSWER 1.
summarize the call
2. speak in the past tense
3. say thank you for calling
4. end the call with a positive saying
4.4 Summarize the advantages to a company having "call centers" rather than having any
employee handle phone calls - ANSWER it facilitates the call traffic, and call centers handle
the after-sale customer care
5.1 What is web based customer service and why is it important? - ANSWER Because it's and
excellent channel for sale , pre sale, and post sale. It makes it possible for customers to
interact and contact for business.
ANSWERS A+ GRADED
1.1 Define what the word "customer" means in the context of this chapter and discuss the two
different kinds of customers that every business has (p4) - ANSWER Customer means an
exchange of value, and there are two types of customers internal and external
1.4 The text describes six "core competencies" which provide a foundation for superior
customer service, name and briefly describe three of these (p9-10) - ANSWER 1. Acceptance of
ownership: people are more engaged when they own the outcome.
2. Manage change: a clear vision of change must be repeatedly communicated and must not
be simplify.
3. Manage knowledge: deals with people in organization learning new ways to do things and
sharing that knowledge with others for the benefit of the company
2.1 Explain the distinction between attitudes and behaviors. Why is it important to focus on
behaviors rather than attitudes when seeking to improve customer service? (p21) - ANSWER
Behavior is what people do, attitudes becomes apparent to others through behaviors. It's
important to focus in behaviors because it is the way we communicate with others
2.2 What is a company's culture? What are some key characteristics of the culture at yum!
Brands, Southwest airlines, and Zappos? - ANSWER Company vision, values, norms, systems,
symbols, language, assumptions, beliefs, and habits. Yum has a recognition culture, Southwest
has a culture described as the quirky culture, Zappos has a culture of informality and fun
, 3.1 Explain the difference between hearing and listening - ANSWER Hearing is simply the act
of perceiving sound by the ear. Listening requires concentration so that your brain processes
meaning from words and sentences
What do we mean by the "use of gatekeepers" Why is this a potential problem in customer
service? - ANSWER Gatekeepers are people who preview incoming information and decide if
we need it or not. Gatekeeping can be a problem for service when customer messages are
blocked or when the customer must convey messages through several people and those
messages get distorted
4.3 What four things can you do to tactfully close a phone conversation? - ANSWER 1.
summarize the call
2. speak in the past tense
3. say thank you for calling
4. end the call with a positive saying
4.4 Summarize the advantages to a company having "call centers" rather than having any
employee handle phone calls - ANSWER it facilitates the call traffic, and call centers handle
the after-sale customer care
5.1 What is web based customer service and why is it important? - ANSWER Because it's and
excellent channel for sale , pre sale, and post sale. It makes it possible for customers to
interact and contact for business.
