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P2BA44-1

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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

Feature

Benefit

Distinguishing characteristics of a product and/or service

Reasons why a customer buys a product and/or service

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

Wants

Expectations

Satisfaction

Needs

How a product and/or service meets or exceeds expectations

What a customer must have

What a customer would like to have

What a customer thinks should happen and how they should be treated

Which four of the below are reasons why it is important to treat customers as individuals?

Compliance with transparency

Customer loyalty

Customer data

Compliance with legislation

Customer retention

Customer satisfaction

Is the following statement true or false? Customers are more easily satisfied if their expectations are effectively managed.

FALSE

TRUE

Is the following statement true or false? When you answer a call, and the customer really needs to resolve the issue with another department, it is your responsibility to make sure the customer reaches someone who can help.

TRUE

FALSE

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