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P3CS3-1

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Question 1 of 5

Customer problems are sometimes caused by:

Monitoring

Poor service

High prices

Targets

Customers’ problems are monitored by some organisations to ensure that:

They can be avoided in the future

Information is shared

Customer satisfaction is measured

Sales will increase

Customer feedback can be collected by:

Monitoring problems

Meeting customer expectations

Product promotion

Use of questionnaires

Successful resolution of customers’ problems can lead to:

Lack of resources

Repeat business

Active listening

Business process monitoring

An effective negotiator must be:

Silent

Aggressive

A good listener

A customer

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