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N2CPCS10-1

Your Score: 0/8

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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You scored: 0 out of 8