N2CPCS10-1
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Question 1 of 8
A good customer relationship will:
Exceed staff expectations
Give added value to a product / service
Help develop customer loyalty
Focus on improvements to products / services
Customer feedback can be used to identify:
Customer care
Cost of product/service
Areas of service improvement
Personal information
Customer Relationship Management systems can be used to meet customers’ expectations by providing:
Insight into market trends
Competitor information
Repeat business
Relevant information and data
Added value represents:
Extra benefits to the customer
Customer satisfaction
Customer loyalty
Speed of service
Regular communication with customers is important to:
Reduce the cost of sales
Process orders
Monitor quality of product / services
Develop positive relationships
Which three of the below do customers have expectations about:
Social media
Quality
Service
Regulations
Price
The service offer is the:
Cost of the service
Extent of the service
Customer service policy
Marketing 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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