MAN4162 - EXAMS | 194 QUESTIONS AND ANSWERS | 2026
UPDATE | WITH COMPLETE SOLUTION
Which of the following statements is true of the impact of the economic
recession on consumers' mindset? Answer - Consumers have begun to
reevaluate their paradigm or the way they look at products.
The manner in which a company and its employees treat its customers when
delivering the company's products or other deliverables is known as ____.
Answer - service
The process of correcting something that has gone wrong involving provision of
a product to a client is called ____. Answer - service recovery
The _____ includes an element of an organization that a customer experiences.
Answer - organizational culture
Which of the following is a component of a customer service environment?
Answer - Delivery systems
_____ is the term applied to an ongoing trend of information, knowledge and
resource sharing around the world. Answer - Globalization
_____ refers to the relocation of business services by an organization from one
country to another. Answer - Offshoring
,Service providers invest large amounts of money in training employees because
____. Answer - they lose business and revenue if they do not meet the service
expectations of customers
Who among the following is an example of internal customers? Answer - ?
The ability of knowledgeable, capable, and enthusiastic employees to deliver
products and services to their internal and external clients in a manner that
satisfies identified and unidentified needs and ultimately results in positive
word-of-mouth publicity and return business is called ____. Answer - customer
service
According to the Census Bureau and the Bureau of Labor Statistics, wholesale
trade, retail trade, finance, insurance and the federal government are examples
of the ____. Answer - public sector
_____ undertakes activities such as recruiting, selecting, training, and retaining
qualified people. Answer - Human resource
Analog Corp., a multinational software company, spends time and takes efforts
to satisfy its clients by identifying their needs and establishing policies and
procedures to support excellence in service delivery. In this case, Analog Corp.
is most likely to be a(n) _____. Answer - customer-focused organization
RedAngle Corp. is a company that allows its employees to set up home offices
and communicate electronically to its corporate office. This is an example of
____. Answer - telecommuting
Which of the following statements best describes the term "e-commerce?"
Answer - It refers to an entire spectrum of companies that market products and
services on the Internet and through other technology.
, Who among the following is an example of external customers? Answer -
Suppliers
Which of the following statements is true of successful organizations? Answer -
The members of the upper management make themselves clearly visible to
front-line employees.
To ensure the success of an organization's customer service, a service
professional should: Answer - continually reevaluate what he/she does on a
daily basis when dealing with customers.
_____ is defined as a group of processes in an organization that make service
seamless to customers by ensuring that things work properly and the customer
is satisfied. Answer - Customer-friendly system
Which of the following statements is true of a top down-oriented organization?
Answer - Upper management is at the top of the hierarchy.
Emma is the manager of a small beauty salon. She deals with different kinds of
customers and has to ensure that the customer needs are identified and
satisfied. To develop an effective customer service, she should: Answer -
continually strive to gain new knowledge and skills and deliver the level of
service equal to that offered by established salons.
_____ is used to describe the giving of decision-making and problem-resolution
authority to lower-level employees in an organization. Answer - Empowerment
Which of the following approaches helps companies develop an effective
organizational culture? Answer - Companies should recognize, appreciate, and
regularly reward the performance of their employees.
UPDATE | WITH COMPLETE SOLUTION
Which of the following statements is true of the impact of the economic
recession on consumers' mindset? Answer - Consumers have begun to
reevaluate their paradigm or the way they look at products.
The manner in which a company and its employees treat its customers when
delivering the company's products or other deliverables is known as ____.
Answer - service
The process of correcting something that has gone wrong involving provision of
a product to a client is called ____. Answer - service recovery
The _____ includes an element of an organization that a customer experiences.
Answer - organizational culture
Which of the following is a component of a customer service environment?
Answer - Delivery systems
_____ is the term applied to an ongoing trend of information, knowledge and
resource sharing around the world. Answer - Globalization
_____ refers to the relocation of business services by an organization from one
country to another. Answer - Offshoring
,Service providers invest large amounts of money in training employees because
____. Answer - they lose business and revenue if they do not meet the service
expectations of customers
Who among the following is an example of internal customers? Answer - ?
The ability of knowledgeable, capable, and enthusiastic employees to deliver
products and services to their internal and external clients in a manner that
satisfies identified and unidentified needs and ultimately results in positive
word-of-mouth publicity and return business is called ____. Answer - customer
service
According to the Census Bureau and the Bureau of Labor Statistics, wholesale
trade, retail trade, finance, insurance and the federal government are examples
of the ____. Answer - public sector
_____ undertakes activities such as recruiting, selecting, training, and retaining
qualified people. Answer - Human resource
Analog Corp., a multinational software company, spends time and takes efforts
to satisfy its clients by identifying their needs and establishing policies and
procedures to support excellence in service delivery. In this case, Analog Corp.
is most likely to be a(n) _____. Answer - customer-focused organization
RedAngle Corp. is a company that allows its employees to set up home offices
and communicate electronically to its corporate office. This is an example of
____. Answer - telecommuting
Which of the following statements best describes the term "e-commerce?"
Answer - It refers to an entire spectrum of companies that market products and
services on the Internet and through other technology.
, Who among the following is an example of external customers? Answer -
Suppliers
Which of the following statements is true of successful organizations? Answer -
The members of the upper management make themselves clearly visible to
front-line employees.
To ensure the success of an organization's customer service, a service
professional should: Answer - continually reevaluate what he/she does on a
daily basis when dealing with customers.
_____ is defined as a group of processes in an organization that make service
seamless to customers by ensuring that things work properly and the customer
is satisfied. Answer - Customer-friendly system
Which of the following statements is true of a top down-oriented organization?
Answer - Upper management is at the top of the hierarchy.
Emma is the manager of a small beauty salon. She deals with different kinds of
customers and has to ensure that the customer needs are identified and
satisfied. To develop an effective customer service, she should: Answer -
continually strive to gain new knowledge and skills and deliver the level of
service equal to that offered by established salons.
_____ is used to describe the giving of decision-making and problem-resolution
authority to lower-level employees in an organization. Answer - Empowerment
Which of the following approaches helps companies develop an effective
organizational culture? Answer - Companies should recognize, appreciate, and
regularly reward the performance of their employees.
