Biology Forums - Study Force

Salesperson effectiveness in building internal and external partnerships is a key driver of customer satisfaction.
 
 Indicate whether the statement is true or false

Question 2

Which of the following is NOT a major component of the service audit?
 A) profit and growth audit
  B) employee productivity audit
  C) customer satisfaction audit
  D) servuction system audit
  E) leadership audit

Question 3

Servicescape consists of which of the following features?
 A) personal artifacts
  B) inanimate objects
  C) signs
  D) ambient conditions
  E) all of these

Question 4

In Stage Five of self-leadership, assessment checkpoints should be built into plans at progressive points in time to encourage and facilitate the evaluation of one's progress.
 
 Indicate whether the statement is true or false

Question 5

Which one of the following service audit questions does NOT belong within the profit and growth component?
 A) How does the firm define customer loyalty?
  B) Does the firm set employee retention goals?
  C) Does the firm measure profits from referrals?
  D) What proportion of funds are spent on customer retention as opposed to attracting new customers?
  E) When customers do not return, do we know why?

Question 6

A customer who notices dirty silverware and a dirty floor in his/her favorite restaurant and loses his/her appetite has been influenced by which of the following components of the servuction model?
 A) servicescape
  B) organization and systems
  C) other customers
  D) contact personnel
  E) service providers

Question 7

In the self-leadership process, assessment and evaluation must be done only at the end of the project period.
 
 Indicate whether the statement is true or false

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