N2CPCS1-5
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Question 1 of 5
Match the words on the left with the items on the right.
Drag and Drop items from one side to pair them with items from the other side
Feature
Benefit
Reasons why a customer buys a product and/or service
Distinguishing characteristics of a product and/or service
Match the words on the left with the items on the right.
Drag and Drop items from one side to pair them with items from the other side
Expectations
Wants
Satisfaction
Needs
What a customer would like to have
How a product and/or service meets or exceeds expectations
What a customer must have
What a customer thinks should happen and how they should be treated
Which four of the below are reasons why it is important to treat customers as individuals?
Compliance with legislation
Customer retention
Customer satisfaction
Customer loyalty
Customer data
Compliance with transparency
Is the following statement true or false? Customers are more easily satisfied if their expectations are effectively managed.
FALSE
TRUE
Is the following statement true or false? When you answer a call, and the customer really needs to resolve the issue with another department, it is your responsibility to make sure the customer reaches someone who can help.
TRUE
FALSE
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