4.5(f) - Processes

Question 1

After-sales care

Answer 1

are services that are offered following the sale of the product, such as free installation, maintenance services, technical support and warranties

Question 2

Customer care

Answer 2

refers to the degree of attentiveness, care and politeness of staff towards their customers in the delivery of a good or service.

Question 3

Delivery processes (or delivery services)

Answer 3

Refer to the means of transporting goods from a source location to a customer in another location, such as their home or place of work.

Question 4

Payment methods

Answer 4

are the ways in which businesses offer their customers the convenience of different methods of payment for the purchase of goods and services including cash, cheque, bank transfer and/or credit card.

Question 5

Processes

Answer 5

are the ways in which a service is provided or delivered, including payment systems, queuing times. after-sales care and delivery services

Question 6

Viral marketing

Answer 6

refers to organic or word-of-mouth marketing information about a good or service which spreads exponentially using Internet and telecommunications technologies

Question 7

Waiting time

Answer 7

refers to the average length of time it takes for customers to be served.