November 3rd

1. In the short video we watched, what was the customer complaint?a. The parrot was dead

b. Dry cleaning did NOT remove the stain

c. The brake job was unnecessary

d. He was charged the wrong price

2. Which of the following is NOT true about Neiman Marcusa. the primary target market is households that

earn between $50,000 and $100,000b. it is not uncommon for employees to deliver

purchases to clients after a shift or over the lunch hour

c. it requires 3000 points, (dollars charged on the credit card) to get in the “in circle” program

d. sales people develop their own personal client list (clientelling)

3. Which of the following is one of the “Do’s” of customer service?

a. Fail to listen

b. Become defensive

c. Belittle the complaint

d. Deny any responsibility

e. Treat every complaint seriously

4. It can be affected by how a retailer sets up its check-out lines. It is the amount of time a consumer must spend waiting to complete a transaction.

a. personal shopping

b. dwell time

c. post-purchase services

d. impact time

5. Who is the Governor elect of Oregon

a. Dudley

b. Kitzhaber

c. They are still counting the votes