N2CPCS10-1
Your Score: 0/8
Question 1 of 8
A good customer relationship will:
Give added value to a product / service
Help develop customer loyalty
Focus on improvements to products / services
Exceed staff expectations
Customer feedback can be used to identify:
Areas of service improvement
Customer care
Cost of product/service
Personal information
Customer Relationship Management systems can be used to meet customers’ expectations by providing:
Insight into market trends
Relevant information and data
Repeat business
Competitor information
Added value represents:
Speed of service
Customer satisfaction
Extra benefits to the customer
Customer loyalty
Regular communication with customers is important to:
Develop positive relationships
Process orders
Reduce the cost of sales
Monitor quality of product / services
Which three of the below do customers have expectations about:
Service
Social media
Quality
Regulations
Price
The service offer is the:
Extent of the service
Cost of the service
Customer service policy
Marketing of the service
Which one of the following will not add value to a service offer?
Flight upgrade
Dress code
Access to helpdesk
Extending a guarantee
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