PSM Unit 3 Revision
Authored by Sok Lim
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7th Grade
Used 3+ times
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30 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What are the controllable components that contribute to a successful total customer experience?
Customers' emotions before, during, and after the service encounter
Service process, environmental conditions, service standards, employees' attitude, and professionalism
Customers' expectations and desires
Uncontrollable factors affecting customer experience
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What are the uncontrollable components that influence the total customer experience?
Customers' emotions before, during, and after the service encounter
Service process, environmental conditions, service standards, employees' attitude, and professionalism
Customers' expectations and desires
Uncontrollable factors affecting customer experience
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Effective customer engagement is increasingly linked to:
Customer satisfaction
Customer retention
Customer acquisitio
Customer complaints
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Customer engagement enables firms to:
Anticipate customers' needs, wants, and expectations
Increase their marketing budget
Reduce customer complaints
Decrease customer loyalty
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does the term "service process" refer to?
The physical location where a service is provided
The pricing strategy for a service
How a service is provided or delivered to a customer
The advertising and promotional activities for a service
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is a service blueprint?
A visual representation of the service delivery system
A document that outlines the pricing strategy for a service
A detailed specification of how a service process is constructed
A tool that allows service designers to identify tasks, failure points, time frames, and standards in a service delivery system
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What does it mean for a service blueprint to be customer-centric?
It outlines the entire service delivery process
It considers all the touchpoints that the customer has with the service provider
It includes multiple dimensions such as the customer journey and the physical environment
It can be modified whenever needed
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