Objective 2.01 LAP SE130 Review

Solicit feedback.

Businesses cannot know if customers are satisfied unless they

Word-of-mouth information.

If a customer expects something because his/her friend received it, the customer's expectation is influenced by

Shipping and delivery.

Jameson ordered a new dishwasher, and it arrived damaged. He immediately called the sales-person who sold him the product and was reassured that a new dishwasher would be sent right away. What aspect of customer service does this situation illustrate?

Technical assistance and support.

Rafael's Internet service isn't working, and it's the middle of the night. He knows he can call the toll-free help-line, though, because it's open 24 hours a day. What aspect of customer service does this situation illustrate?

Customer training

Roy is taking a class on how to use the new software he just purchased for his business. The class is offered by the store where he purchased the software. What aspect of customer service does this situation illustrate?

Providing ample product information.

Selma's customer is trying to decide between three different makes of automobiles. Selma gives her the owner's manual for each, so she can browse through them and learn more. This is an example of

Warranty issues.

Susana knows she'll be protected if her new cell phone breaks, but she just can't understand what's covered and what's not. Her salesperson helps her go through the information to make sure she doesn't have any questions. What aspect of customer service does this situation illustrate?

Keep in touch with them.

To maintain relationships with clients, it's important for salespeople to

When the customer is satisfied.

When is a salesperson's job done?

Having a good attitude.

Which of the following is a key to customer service:

Providing ample product information.

Which of the following is a pre-sale opportunity for salespeople to provide customer service:

Tracking order status

Which of the following is an example of the type of customer service a salesperson should provide:

Relationship.

Which of the following words best describes the role of customer service in selling:

Maintenance and repair.

Aida recently purchased a car, and she is taking it back to the dealership for its first routine oil change, free of charge. What aspect of customer service does this situation illustrate?

Competition.

Because product quality and price can easily be matched, customer service becomes a key component in business

Addressed as quickly as possible.

Customer complaints and concerns should be

Based on past experiences.

Customers' service expectations are

Credit/Financing.

Jenna's customer doesn't have the money to pay upfront for his purchase, so he'd like to pay in installments. Jenna says she will arrange it for him. What aspect of customer service does this situation illustrate?

Repeat business.

Quality customer service builds profits through existing customers by generating

Suggestion selling.

Reggie's customer is purchasing a new printer, so he mentions the need to pick up an ink car-tridge at the same time. This is an example of