Exceeding Client Service Expectations In Relation To Adoptions
Are doing all you can to help increase the number of animal lives saved? This seminar focusses on the impact of exceptional customer service and how it directly relates to the amount of adoptions your group or organization can perform. Topics covered are effective tools, statistics and examples of how to “up the game” in finding great homes fast for the animals in your care. This program was part of the American Pets Alive! 2015 No-Kill Conference.
Presenter: Marc Peralta
February 2015
- 1.
We hope you have enjoyed the presentation. If you receive a passing score, a Certificate of Attendance in your name will be awarded at the end of this quiz. Please let us know if you have viewed the entire presentation.
- A.
I certify that I have viewed the entire presentation.
- B.
I did not view the entire presentation.
Correct Answer
A. I certify that I have viewed the entire presentation. -
- 2.
What percent of people denied an adoption will obtain a pet somewhere else?
- A.
0%
- B.
14%
- C.
30%
- D.
65%
- E.
95%
Correct Answer
E. 95% -
- 3.
Great/Poor client service has a lasting effect.
- A.
True
- B.
False
Correct Answer
A. True -
- 4.
Statistically, the ripple effect of a negative experience results in which of the following?
- A.
10% won’t complain; each person tells 10 others; new client acquisition costs three times as much as keeping just one.
- B.
96% won’t complain; each person tells 100 others; new client acquisition costs three times as much as keeping just one.
- C.
96% won’t complain; each person tells 10 others; new client acquisition costs three times as much as keeping just one.
- D.
96% won’t complain; each person tells 10 others; new client acquisition costs thirty times as much as keeping just one.
- E.
25% won’t complain; each person tells 10 others; new client acquisition costs three times as much as keeping just one.
Correct Answer
C. 96% won’t complain; each person tells 10 others; new client acquisition costs three times as much as keeping just one. -
- 5.
How do people receive messages?
- A.
7% from body language, 38% from tone of voice, and 55% from the words used.
- B.
55% from body language, 38% from tone of voice, and 7% from the words used.
- C.
55% from body language, 7% from tone of voice, and 38% from the words used.
- D.
38% from body language, 55% from tone of voice, and 7% from the words used.
- E.
7% from body language, 55% from tone of voice, and 38% from the words used.
Correct Answer
B. 55% from body language, 38% from tone of voice, and 7% from the words used. -
- 6.
Which of the following is recommended for adoption surveys?
- A.
Make it fun and short.
- B.
Use open-ended conversation style surveys.
- C.
Understand what you hope to get out of each question (i.e., why you are asking it).
- D.
Keep surveys and procedures aligned with an adoption philosophy.
- E.
All of the above.
Correct Answer
E. All of the above. -
- 7.
What is critically important about the adoption process?
- A.
That it be a cultural experience for the pet adopter.
- B.
That it be an educational experience for the pet adopter.
- C.
That it be a challenging experience for the pet adopter.
- D.
That it be a positive experience for the pet adopter.
- E.
That it be a didactic experience for the pet adopter.
Correct Answer
D. That it be a positive experience for the pet adopter. -
- 8.
Which of the following is recommended for the adoption process?
- A.
Remember that it is a people business.
- B.
Avoid speaking in absolutes.
- C.
Keep the judgment out.
- D.
Don’t compete with cute (i.e., don’t provide instruction with a pet around).
- E.
All of the above.
Correct Answer
E. All of the above. -
- 9.
Which of the following is true of post adoption support?
- A.
Adopter needs to see the shelter as the resource.
- B.
Home visits at one week, one month, and one year post adoption.
- C.
Call the client daily for one month.
- D.
Be available 24/7 for any questions or concerns from the adopter.
- E.
No form of post adoption support is necessary.
Correct Answer
A. Adopter needs to see the shelter as the resource. -
- 10.
Same day adoptions and reduced-fee adoptions are not effective methods to adopt animals.
- A.
True
- B.
False
Correct Answer
B. False -
- 11.
Which of the following is true about returns of adopted pets?
- A.
They should be looked at as bad.
- B.
They are not good for the animal or the client.
- C.
They represent a lifetime commitment to the animal.
- D.
They should always be prevented.
- E.
None of the above.
Correct Answer
C. They represent a lifetime commitment to the animal. -
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