P2CS3-3
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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
Wants
Needs
A customers’ idealistic view of what type of product will meet their needs
A customers’ idea of how the product and/or service will meet their needs
A customers’ requirements of the product
Which one of the below are customers’ expectations NOT influenced by?
Online reviews
Internal communications
Experiences with the organisation
Experiences with competitors
Managing customers’ expectations will:
maintain the organisation’s reputation
raise prices and profit
reduce competition
increase customer feedback
What will keeping promises to customers do?
Promote goodwill
Change procedures
Encourage competition
Adapt to customer needs
Drag and drop the words into the correct gaps.
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.
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