Pre-quiz Leading Customer Experience From The Inside-out (V 3.0)

10 Questions | Total Attempts: 222

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Pre-quiz Leading Customer Experience From The Inside-out (V 3.0) - Quiz

Dear Participant of the Course "Leading Customer Experience from the Inside-Out"Before you take this quiz please read the “Welcome Guide” of the course “Leading Customer Experience from the Inside-Out”!This quiz consists of in total 10 questions. The maximum score you can achieve is 100 points. You have 3 attempts to pass the quiz. There is no time limit to complete the quiz. We wish you success!FINCA Development Academy


Questions and Answers
  • 1. 
    Zeynep came to work at FINCA after working for a company that was focused on customer service. She is confused after hearing her coworkers use the term “customer experience.” Her manager, Ayse, wants to explain this concept to her since it is a critical part of FINCA’s cultural transformation. Which of the following should Ayse say to Zeynep to explain the distinction between customer service (CS) and customer experience (CE)? 
    • A. 

      CS is about delivery; CE is about strategy.

    • B. 

      CS happens when there is a problem; CE is happening all the time.

    • C. 

      CS is about closing gaps; CE is about deepening understanding and relationship.

    • D. 

      All of the above.

  • 2. 
    John was having trouble with a FINCA branch office in the region he supervises that was consistently late each month in getting needed information to John. He decided he’d better do something about it. A year ago, before having taken the CE program, John would have gone to the manager of that branch office and angrily demanded better service. Now recognizing the internal customer relationship between the branch managers and him, John decides to calmly invite a conversation to get to the heart of and resolve the problem. What approach is John’s behavior an example of?
    • A. 

      Fighting for your rights.

    • B. 

      Managing one’s mood and its impact on internal and external customers.

    • C. 

      Assuming a negative intention of the other person.

    • D. 

      Giving up.

  • 3. 
    Samantha arrived angry that she had not gotten the loan repayment terms she wanted from FINCA. Jacob met with her and asked her to explain what had happened. She was surprised that he let her explain fully the problem and seemed to really understand her upset. He apologized for a mistake his office had made and told her that he would find out what could be done and get back to her before the end of the week about next steps. Which strategy did Jacob use?
    • A. 

      FUN (Fight for your position, uncover their weaknesses, and negate their perspective)

    • B. 

      HEAT (hear them out, empathize, acknowledge and apologize, and take positive action)

    • C. 

      COOL (capture their attention, organize your thoughts, offer to give whatever they want, leave the conversation quickly)

    • D. 

      RUN (React emotionally, be Unruly, Name them a troublemaker)

  • 4. 
    Jose received feedback that he needs to work on his emotional intelligence, especially in getting his outbursts under control. He wasn’t aware that his behaviors were a problem before this feedback conversation. What aspects of emotional intelligence may be beneficial to Jose?
    • A. 

      Self-Awareness

    • B. 

      Self-Management

    • C. 

      Avoiding people to avoid outbursts

    • D. 

      A and B

  • 5. 
    Katherine is a new manager and has scheduled her first meeting with her team. She wants to establish herself with the group, letting them know a bit about her management philosophy including the benefits she sees in FINCA’s Customer Experience approach. Which of the following would NOT be on that list of CE benefits?
    • A. 

      Increases customer retention rates

    • B. 

      Decreases employee morale

    • C. 

      Speeds up attainment of portfolio goals

    • D. 

      Improves competitiveness – for customers and employees

  • 6. 
    Jorge has been under a lot of stress lately – both at work and at home. He remembers some techniques he learned in the CE course and decides he will begin practicing some of them starting that day. Which of the following would NOT support Jorge in managing his stress?
    • A. 

      Stay awake longer in order to get more done each day

    • B. 

      Talk with a friend or family member about the stress he’s feeling

    • C. 

      Breathe deeply

    • D. 

      Do something fun or meaningful

  • 7. 
    Julia’s team is struggling with an external customer challenge and need innovative new solutions to it. They have decided to use the 5 Step Customer Innovation Thinking Process to come up with new approaches. Which of the following steps is part of the Customer Innovation Thinking Process?
    • A. 

      Clarify facts

    • B. 

      Ignore ridiculous ideas

    • C. 

      Get in the shoes of the customer: develop hypothesis about customer’s deeper need.

    • D. 

      A AND C

  • 8. 
    Atsuko has traditionally been focused on numbers and tasks and less on people. She is now concentrating her personal development efforts on improving the quality of her relationships both internally and externally. Currently, she is focusing on putting herself in the customer’s shoes, spending more time considering what matters to the customer (both internal and external). What CE behavior is Atsuko practicing?
    • A. 

      Empathizing

    • B. 

      Challenging

    • C. 

      Conceding

    • D. 

      Ridiculing

  • 9. 
    Elliott’s team has gone stale. They keep identifying the same loan terms and solutions for every customer that comes in and Elliott has received complaints that customers don’t feel that loan officers are understanding their situations. Which of the following CE behaviors would help Elliott’s team be more successful in meeting customer’s immediate and future needs.
    • A. 

      Listen to and empathize with customers

    • B. 

      Resolve customer challenges with positive communication and innovation

    • C. 

      Demonstrate care for customers

    • D. 

      All of the above

  • 10. 
    Susan is worried. Despite her team taking on a more customer-centric approach to their work, the group is still not as energized as she had hoped they would be. They are demonstrating warmth and care for customers and are empathizing and listening deeply – and demonstrating many of the CE behaviors Susan learned about in class, so she is happy about that. What she has noticed however is they seem a bit hesitant with her, their supervisor. She was hoping the new CE behaviors would be enough to reinvigorate their motivation, but something seems to be missing. What CE behavior might Susan have forgotten to do with her team as they shift to stronger CE behaviors?
    • A. 

      Find creative ways to motivate and reward CE successes

    • B. 

      Ignore emotions that she doesn’t understand

    • C. 

      Focus only on the # of loans during a particular month

    • D. 

      None of the above

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