Customer Service Chapter 2 Assessment
Business Math: A hair styling salon has 1,177 clients in its database and would like to attract more clients. Calculate percentage of the salon's customers in each of the following categories. 1. 15-24 year-old females 378 2. 15-24 year-old males 94 3. 25-35 year-old females 593 4. 25-35 year-old males 112 5. If you were the manager of the salon, to which groups would you direct your advertising efforts? Why?
1. 32% 2. 8% 3. 50% 4. 10% 5. I would direct my advertising to the 25-35 year-old females because they make up 50% of the customers.
What are four questions frontline employees might ask customers to assess how well a company serves them?
1. Did you find everything you need? 2. What do you like best about our service? 3. What do you like least about our service? 4. How can we serve you better?
List at least two reasons why companies survey their existing customers.
1. To make any improvements to the company, products, or services 2. To compare their products
What can companies learn about current customers by reviewing demographics and database information?
A company can learn what customers buy and don't buy, and when they buy. They can also learn what features and benefits they want in products and services and what type of advertising and marketing works with them.
What are demographics?
Demographics are customer characteristics such as age, gender, ethnic group, income level, family size,occupation, and educational level.
As an employee, how can you help your internal customers perform their jobs well?
By asking them what you can do to make their work easier, and then following through. You can provide them with information they do not have but need.
How do market research firms obtain information from customers?
Telephone, mail, and web surveys, individual and group interviews.
How can frontline employees help businesses create a description of their external customers?
They can ask external customers for demographic information and entering it into the company's database. Also keep the product or service to the customers liking.
What is customer relationship management, and why is it used?
To connect all the databases throughout a company
Advantages a customer gains from using a product or service
a. benefits
Statistical characteristics, such as age and income level, of customers
b. demographics
All of the people who buy a company's products or services
d. external customers
Characteristics of a product or service, such as size or power
e. features
Joint interviews with top customers to gather feedback
f. focus groups
People within a company who rely on each other for the information and resources they need to perform their jobs
g. internal customers
People who fit the description of current customers but who are not being served
h. prospects
Contract between departments specifying the service expected of each department and the time frame in which it is to be provided
i. service level agreement
