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N2CPCS10-1

Your Score: 0/8

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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You scored: 0 out of 8