3.4 Good customer service

Question 1

name the steps of the sales process?

Answer 1

1. customer interest
2. speed of service
3. customer engagement
4. post-sales service
5. customer loyalty

Question 2

how can customer interest be gained?

Answer 2

strong brands = interest
advertising = sales
promotion/offers
hard approach
soft approach

Question 3

what is hard approach?

Answer 3

direct approach to customer (cold calls etc)

Question 4

what is soft approach?

Answer 4

let customers know that service is there if needed

Question 5

what are the advantages of good customer service?

Answer 5

customer loyalty, more customers, better feedback builds brand reputation, more profit

Question 6

what are the effects of poor customer service on a business?

Answer 6

unattractive to customers/ potential customers
doesn’t provide good feedback to business for improvement
reputation is bad
lose market share

Question 7

how can ICT provide good customer service?

Answer 7

social media interaction with market
online chats in websites
online feedback + rating systems / questionnaires
FAQ (freq. questions) page