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:
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:
Relevant information and data
Repeat business
Competitor information
Insight into market trends
Added value represents:
Speed of service
Customer satisfaction
Extra benefits to the customer
Customer loyalty
Regular communication with customers is important to:
Process orders
Reduce the cost of sales
Monitor quality of product / services
Develop positive relationships
Which three of the below do customers have expectations about:
Quality
Regulations
Service
Price
Social media
The service offer is the:
Customer service policy
Marketing of the service
Cost of the service
Extent of the service
Which one of the following will not add value to a service offer?
Extending a guarantee
Dress code
Flight upgrade
Access to helpdesk
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