Chapter 2 Customer Service Assessment

If you were the manager of the salon, to which groups would you most direct your advertising efforts why?

25-35 year old females because they are the most popular in the clients system so that's the group the company wants to help bring more into the company for more business.

4. Statistical characteristics, such as age and income level, of customers is...

Demographics

9. What are demographics?

Demographics are the characteristic the company uses and sums up to see what will help them with their advertising.

6. Characteristics of a product or service, such as size or power is..

Dynamic Pricing

7. Advantages a customer gains from using a product or service is...

Benefits

13. List at least two reasons why companies survey their existing customers?

Companies survey their existing customers to ask about the store attractiveness and to also the variety o f a certain product selection.

14. What is customer relationship management, and why is it used?

Customer relationship management is the cards that give you discounts at companies and it is used to help track the most popular products and what each customers buys.

2. All of the people who buy a company's products or services is...

External Customers

1. Joint interviews with top customers to gather feedback is..

Focus Groups

11. How can frontline employees help businesses create a description of their external customers?

Frontline employees help businesses by asking the customers of the business for the customers demographic information such as their address.

12. As an employee, how can you help your internal customers preform their jobs well?

You can help your internal customers preform their jobs well by asking them what could help them make their job easier.

5. People within a company who rely on each other for the information and recourses they need to preform their jobs is...

Internal Customers

16. How do market research firms obtain information from customers?

Market research firms obtain information from customers by having interviews with customers or by telephone. mail and web surveys.

Category #1 15-24 year-old females (378 customers)

Percentage of customers: 32%

Category #3 25-35 year-old females (593 customers)

Percentage of customers: 50%

Category #2 15-24 Year-old males (94 customers)

Percentage of customers: 7%

Category #4 25-35 year-old males (112 customers)

Percentage of customers: 9%

3. People who fit the description of current customers but who are not being served is..

Prospects

8. Contact between departments specifying the service expected of each department and the time frame in which it is to be provided is...

Service Level Agreement

15. What are four questions frontline employees might ask customers to assess how well a company serves them?

The four questions are 1. Did you find everything you need? 2. What do you like most about our service? 3. What do you like least about our service? 4. How can we serve you better?

10. What can companies learn about current customers by reviewing demographics and database information?

They can learn what are the age group of people and their desires to bring better profit to the company by advertising those specific type of group of people.