Sign Up/Log In

P2CS3-3

Your Score: 0/5

Question 1 of 5

Match the words on the left with the items on the right.

Drag and Drop items from one side to pair them with items from the other side

Expectations

Needs

Wants

A customers’ idea of how the product and/or service will meet their needs

A customers’ idealistic view of what type of product will meet their needs

A customers’ requirements of the product

Which one of the below are customers’ expectations NOT influenced by?

Experiences with the organisation

Internal communications

Experiences with competitors

Online reviews

Managing customers’ expectations will:

increase customer feedback

reduce competition

maintain the organisation’s reputation

raise prices and profit

What will keeping promises to customers do?

Adapt to customer needs

Promote goodwill

Encourage competition

Change procedures

Drag and drop the words into the correct gaps.

agreementsstandardpolicyactionskeptcustomer

All promises must be and all must be followed through to ensure that the is satisfied with the product and/or service. Complaints must be rectified by using the organisation complaints and records must be kept of all made.

Quiz Complete!

You scored: 0 out of 5