Question 1(1 point)

Which of the following is an example of group maintenance behavior?

Question 1 options:

Planning the work schedule for the coming week

Organizing a new team for a research project

Motivating employees to ask for regular feedback

Evaluating employee performance for the last financial quarter

Offering help to an employee with personal problems

Question 2(1 point)

When consumers explicitly tell the retailer not to use their personal information, they must _____.

Question 2 options:

choosing/consenting

opt in

opt out

declining public domain statutes

notifying consumer information services

Question 3(1 point)

The Fair Labor Standards Act prohibits unequal pay for men and women who perform equal work or work of comparable worth.

Question 3 options:

True or False

Question 4(1 point)

Which of the following is a benefit of using realistic job previews to screen job applicants?

Question 4 options:

Decrease in employee turnover

Increase in employee turnover

Tax benefits from the state government to the employer

Tax benefits from the federal government to the employer

Tax benefits from the federal government to the employees

Question 5(1 point)

Describe EEOC's guidelines on sexual harassment.

Question 6(1 point)

Jack went to a bakery and ordered a dozen bagels for work. When he got to work, he discovered that the bagels were stale. The next morning he stopped by the bakery to complain. All of the following would be appropriate ways to deal with Jack's complaint EXCEPT:

Question 6 options:

giving him a coupon for free coffee.

giving him a $5.00 discount on his next purchase.

offering him a free replacement.

referring him to other employees at the bakery.

providing him with a coupon for a free breakfast.

Question 7(1 point)

Wilbur uses Books-A-Million customer card, Kash-N-Karry customer card, Blockbuster customer card, and Sandwich Shop customer card when he shops at any of these retailers. Each time he uses them, he gets rewarded with reduced cost, free merchandise, or a credit. These cards form a part of:

Question 7 options:

assortment planning programs.

retail analytic programs.

frequent-shopper programs.

privacy and CRM programs.

market basket analysis.

Question 8(1 point)

_____ is the perceived fairness of the process used to resolve complaints.

Question 8 options:

Variable fairness

Perceptual equity

Procedural fairness

Service equity

Distributive fairness

Question 9(1 point)

Although being HIV-positive does not limit any life activities, it may be perceived as doing so and is therefore protected as a disability under the _____.

Question 9 options:

Civil Rights Act of 1991

Taft-Hartley Act

Americans with Disabilities Act

Age Discrimination in Employment Act

Norris-Laguardia Act

Question 10(1 point)

Customers are satisfied when their expectations exceed the perceived service.

Question 10 options:

True or False

Question 11(1 point)

What is the difference between personalized services and standardized services?

Question 12(1 point)

_____ is the redesign of a job to include a greater range of tasks and responsibilities.

Question 12 options:

Intrinsic rewards

Extrinsic rewards

Job enrichment

Job description

Question 13(1 point)

Which of the following is an inherent limitation associated with asking the customer for identifying information for building a customer database?

Question 13 options:

Some customers may feel that the sales associate is violating their privacy.

Some identifying information is illegal to use for marketing purposes.

If the information provided is inaccurate, the retailer may be held liable.

Customer consent is mandatory in the U.S. for using their personal details.

Customers may give more information than what the sales associate can record.

Question 14(1 point)

Thelma goes to collect her clothes from a dry cleaning store at 8 pm. The store guarantees a 24-hour pick-up service in all of its advertisements. However, she is disappointed to find that the pick-up service is available only between 11 am and 7 pm. This is an example of a _____.

Question 14 options:

market gap

delivery gap

knowledge gap

communications gap

research gap

Question 15(1 point)

Autumn calls the most reputable plumber in the community to repair the faucet in her kitchen. She pays the plumber for his work. However, the next day, Autumn sees the faucet leaking again and is stunned to see the repair was done with a strip of duct tape. This reaction from Autumn can be attributed to a(n) _____.

Question 15 options:

faulty service agreement

procedural fairness

services cape

service gap

motivational guide

Question 16(1 point)

Which of the following principles forming the basis of a new legislation on consumer privacy encourages retailers to treat consumer privacy as their default setting?

Question 16 options:

Simplified consumer choice

Data mining

Privacy by design

Greater transparency

Opt-in agreements

Question 17(1 point)

_____ leaders make all decisions on their own and then announce them to employees.

Question 17 options:

Chaotic

Autocratic

Democratic

Persuasive

Transformational

Question 18(1 point)

A sales associate who is confronted by a customer, whose newly purchased DVD player does not function, should:

Question 18 options:

refer the customer to several different store employees to get the issue resolved.

always assume he or she knows what the customer is complaining about.

allow the customer to air the complaint without any interruption.

have an antagonistic attitude toward the customer.

Question 19(1 point)

Electronic retailers can collect transaction data for their data warehouse, but they can also collect information by placing cookies on a visitor's hard drive. Cookies are:

Question 19 options:

viruses.

frequent-shopper rewards.

text files that identify pirated software.

files that identify visitors when they return to a website.

text files used exclusively to determine demographic information.

Question 20(1 point)

What is customer alchemy?

Question 20 options:

Converting iron and gold customers into platinum customers

Offering more products to existing customers

Increasing the data collection from only platinum and gold customers

Creating a group of customers bound together by loyalty to a retailer

Tailoring loyalty programs to suit customers' needs

Question 21(1 point)

A quota-bonus plan is applicable when _____.

Question 21 options:

employee performance exceeds the quota

performance management is outsourced

an employee has a salary plan based solely upon performance

productivity is poor

there are no other incentives

Question 22(1 point)

Retailers can reduce the delivery gap by:

Question 22 options:

setting service standards based on internal operations rather than customers' perceptions.

providing employees the necessary skills and knowledge.

dwelling primarily on the negative aspects of customer problems.

providing standardized rather than personalized services for purchases involving high risk.

setting service goals that are broad and intangible.

Question 23(1 point)

The customer lifetime value (CLV) is the expected contribution from the customer to the retailer's profits over his or her entire relationship with the retailer.

Question 23 options:

True or False

Question 24(1 point)

A standardized service approach requires that service providers tailor their services to meet each customer's personal needs.

Question 24 options:

True or False

Question 25(1 point)

A way to achieve customer alchemy is through _____, which involves offering and selling more products and services to existing customers and increasing the retailer's share of wallet with these customers.

Question 25 options:

1-to-1 retailing

add-on selling

personalizing

data mining

cross retailing

Question 26(1 point)

Which of the following is the most widely used interview technique?

Question 26 options:

Panel interview

Telephonic interview

Case interview

Behavioral interview

Stress interview

Question 27(1 point)

Customer expectations are based on a customer's knowledge and experiences.

Question 27 options:

True or False

Question 28(1 point)

The _____ makes it illegal to discriminate in hiring and terminating people over the age of 40 years.

Question 28 options:

Americans with Disabilities Act

Norris-Laguardia Act

Taft-Hartley Act

Age Discrimination in Employment Act

Civil Rights Act of 1991

Question 29(1 point)

What are the five customer service characteristics that affect customer's opinions of service quality and what constitutes customer satisfaction?

Question 30(1 point)

Explain the differences between an autocratic leader and a democratic leader.