1 .		Which of the following is NOT an example of a high-touch environment or experience? [Hint]   Bank lobbies   Specialty shops   Automatic teller machines   Real estate purchase
2 .		Which of the following is NOT an example of a low-touch environment or experience? [Hint]   Prestigious restaurant   Do-it-yourself copy shop   Fast food drive-up window   Express rental car checkout
3 .		Which of the following is NOT an example of market segmentation? [Hint]   Aisles in the supermarket   Amount of service customers desire   Types of services customers want or need   Customers doing business during certain times
4 .		Which of the following is NOT a guideline for creating a strategy? [Hint]   Set an evaluation timetable.   Segment customers.   Develop a plan to achieve customer expectations efficiently.   Consider your own needs, not your customers’ expectations.
5 .		Which of the following is a definition of "planning"? [Hint]   Establishing goals   Finding a recognizable direction to focus on   Developing a strategy   All of the above
6 .		Which of the following statements about high-touch and low-touch customers is true? [Hint]   High-touch and low-touch customers have the same customer service expectations.   High-touch customers require a high level of customer interaction.   Both high-touch and low-touch customers require a high level of customer interaction.   Low-touch customers require a high level of customer interaction.