N2CPCS10-1
Your Score: 0/8
Question 1 of 8
A good customer relationship will:
Give added value to a product / service
Focus on improvements to products / services
Exceed staff expectations
Help develop customer loyalty
Customer feedback can be used to identify:
Personal information
Customer care
Areas of service improvement
Cost of product/service
Customer Relationship Management systems can be used to meet customers’ expectations by providing:
Competitor information
Relevant information and data
Insight into market trends
Repeat business
Added value represents:
Customer loyalty
Customer satisfaction
Extra benefits to the customer
Speed of service
Regular communication with customers is important to:
Develop positive relationships
Reduce the cost of sales
Process orders
Monitor quality of product / services
Which three of the below do customers have expectations about:
Service
Regulations
Quality
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?
Dress code
Extending a guarantee
Flight upgrade
Access to helpdesk
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