1. Which employees do most customers associate with a company? a. the faces in the ads b. the boss whose portrait is on the wall in the reception area c. the cute secretary d. the lowest paid employees in the organization

2. Many customers get their first impression of your company from the first few moments of an: a. ads. b. electronic visits. c. word-of-mouth. d. surveys

3. When answering another persons call be sure to: a. try to get past the receptionist. b. identify themselves. c. be professional. d. All of the above.

4. The first step in handling an upset caller is to: a. understand why they are upset. b. get them to calm down. c. get them to tell you their needs. d. remember that it’s not about you.

5. The key to holding interest in a conversation is: a. using common words. b. using big words. c. varying your voice. d. sounding attractive.

6. Customer dissatisfaction with a firm’s phone call handling stems from: a. inability of employees to use the features of telephone and voice mail systems. b. shortcomings in treating customers with the highest degree of courtesy. c. both a and b d. neither a nor b Unit 2 Examination 66 MKT 121 Customer Service

7. Which of the following does NOT apply to the advantages of a company using websites? a. Increased exposure and sales b. Better employee morale c. Better customer service d. None of the above.

8. The norms that guide Netgeners when they shop include: a. companies will provide them with personalized products or services. b. a company’s reputation is very important. c. they should be able to participate with companies to make the product or service better. d. All of the above.

9. To provide human contact for customers, despite high-tech communication systems, use everything EXCEPT: a. email. b. web chat. c. two-way interactive video. d. FAQ’s.

10. Traditional customer service tended to be: a. proactive. b. reactive. c. interactive. d. None of the above.

11. Structured knowledge bases are: a. repositories of customer interaction. b. postings on an electronic bulletin board. c. organized in a question and answer format. d. indexed by keywords.

12. You can gain loyal online customers through a lack of competition if: a. your website has a unique slant on your industry. b. you effectively use FAQs and searchable knowledge databases. c. both a and b d. neither a nor b

13. What does the letter “I” stand for in the LIFE acronym? a. Interaction (with customers) b. Inconsistency c. Interview (to gather good information from customers) d. Insight (into customer turnoffs and changing trends)

14. Value can be defined as: a. quality relative to price paid. b. how well a product holds together. c. what you believe a product is worth. d. All of the above.

15. Communication turnoffs often occur when employees are ignorant of the: a. store’s policies. b. customer’s needs. c. messages they are sending. d. company’s mission statement.

16. What percentage of its customers will a company lose per year due to turnoffs? a. 4–15% b. 40–60% c. 10–30% d. 20–50%

17. Customer satisfaction simply means: a. lack of motivation. b. nowhere else to go. c. long-term buying commitment. d. absence of dissatisfaction.

18. The simplest way to get information about potential customer turnoffs is: a. a customer response card at the point of sale. b. telephone surveys within 48 hours of the transaction. c. follow-up surveys in the mail. d. simply listen.

19. According to consultant David Freemantle, what is at the center of excellent customer service? a. good listening b. emotional connectivity c. customer engagement d. All of the above.

20. The future of customer service is likely to focus on: a. increased personalization and awareness of changing demographics. b. increased mechanization. c. decreased individualization. d. None of the above.

21. Interactivity between businesses and customers: a. can be seen as intrusive. b. can generate greater market share. c. both a and b d. neither a nor b

22. What is an example of customized messages? a. indvidualized marketing b. mass marketing c. a and b d. None of the above.

23. Some call share of the customer: a. portion of the market b. share of the wallet c. portion of spending d. None of the above.

24. Today’s workforce has: a. more two-income families. b. more single parents. c. higher education. d. All of the above.

25. Females are estimated to account for what percentage of buying decisions? a. 15% b. 38% c. 69% d. 85%

 

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Write a passage on field study in Parkchester

 

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Assignment: Disability and Religious Accommodation

For this Assignment you will watch two videos concerning accommodations for disability and religion. Review Chapter 10 and the case law that provides definition to reasonable accommodation and apply those concepts to the assignment questions.

View the two videos found in the Unit 6 Learning Activities: the disability video and the video concerning religious accommodation.

Write a 2–3 page paper in APA formatting addressing the following questions:

Checklist: Disability Video

• Describe the meaning of the word disability as identified in the American with Disabilities Act.
• Do you think Meg has a disability within the meaning of the law?
• Should the company be responsible for finding a job that Meg can perform? Why or why not?

Checklist: Religious Accommodation Video

• Describe the key guidelines related to accommodating religion.
• Is the company complying with these guidelines?
• Can the company defend its policy by maintaining that it has a certain image? Why or why not?
• Do you think the employee would be successful in a Title VII suit?

View the attached transcripts.

 

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i need a revision on this vignette if it has all 3 of these    

3 short (paragraph) Vignettes in style of house on mango street by sandra Cisneros. Should be about a place, a person, or even school. 

Each piece should have atleast six of the following devices: 

Metaphor/simile

Personification 

alliteration 

Six in total

Casablanca, in Morocco. Casablanca is the largest city in Morocco not only by size but also in demographics and economic scales. demographically, over four million people live in Casablanca which makes it one of the largest populated cities in the world. With people especially in multitudes comes a lot of business opportunities as well as cultural diversity. Over the recent years, Casablanca has developed into one of the melting pots of cultures in the African continent. economically, the city is the Morocco’s chief port and the gateway between Africa and Europe. For instance, the Port of Casablanca is one of the largest artificial ports in the world. Moreover, almost all the leading companies in Morocco and some of the largest world multinational corporations have their main or regional headquarters in Casablanca. Concerning temperatures, the city ranges between 17° C and 27° C with June and July considered some of the warmest months.

Casablanca attracts tourists from all over the world based on its rich cultural diversity, economic significance in Africa, historical significance in both World War I and II, and warm Mediterranean climate. Most of the people who live in the city are Berbers who are the traditional inhabitants followed by Arabs whose populations have swelled with time. There are also Europeans living in the city as well as the Fulani from the North western parts of Africa. Furthermore, Casablanca has recently opened its doors to business enthusiasts and investors from the Asian continent, United States, Canada, Mexico and Brazil (Foreman, 2016). Hence, a person who is visiting Casablanca is likely to have a taste of all the cultures along a single street. Shoppers are likely to enjoy unlimited purchase of various products ranging from the latest Arabic fashions and fragrance to spices.

In case you are wondering if there is place to spend your time in the city, the Four Seasons, located at Anfa Place, is a magnate that attracts visitors and hold them for as long as possible. With a total of 180 affordable rooms, you can hardly miss a place to enjoy some comfort (Winston, 2016). The hotel has a spectacular beachfront with some of the luxurious yachts to take visitors deeper into the ocean and back. Every room in the hotel has customizable beds, entertainment theaters and dozens of cafés and restaurants. The hotel also has a smaller shopping center stocked with every item that a visitor might be interested in buying (Bari, Bergot & El Khlifi, 2015). If not Diamantine or Marks and Spencer, one is likely to meet almost all the Western and American biggest fashion designers and luxury products. If you have not visited Casablanca, this summer could be a great opportunity

 

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