N2CPCS10-1
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Question 1 of 8
A good customer relationship will:
Focus on improvements to products / services
Help develop customer loyalty
Exceed staff expectations
Give added value to a product / service
Customer feedback can be used to identify:
Personal information
Areas of service improvement
Cost of product/service
Customer care
Customer Relationship Management systems can be used to meet customers’ expectations by providing:
Competitor information
Repeat business
Relevant information and data
Insight into market trends
Added value represents:
Customer loyalty
Speed of service
Customer satisfaction
Extra benefits to the customer
Regular communication with customers is important to:
Process orders
Develop positive relationships
Reduce the cost of sales
Monitor quality of product / services
Which three of the below do customers have expectations about:
Service
Regulations
Social media
Price
Quality
The service offer is the:
Customer service policy
Extent of the service
Marketing of the service
Cost of the service
Which one of the following will not add value to a service offer?
Access to helpdesk
Dress code
Extending a guarantee
Flight upgrade
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