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CSR > CSR > Flashcards

CSR Flashcards

1
Q

IMPORTANCE:

✧ building ___ of customers and ____ people better

A

✧ building TRUST of customers and UNDERSTAND people better

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2
Q

IMPORTANCE:

✧ businesses __ survive ___ customers

A

✧ businesses CAN’T survive WITHOUT customers

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3
Q

PRODUCT LIFE CYCLE:

✧What is the first stage of Product Life Cycle?

A

✧ Introduction

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4
Q

PRODUCT LIFE CYCLE:

✧ What is the 5th stage of Product Life Cycle?

A

✧ Obsolete

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5
Q

PRODUCT LIFE CYCLE:

✧ What is the 3rd stage of Product Life Cycle?

A

✧ Maturity

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6
Q

PRODUCT LIFE CYCLE:

✧ What is the stage prior to the 2nd stage of Product Life Cycle?

A

✧ Sales Increase

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7
Q

PRODUCT LIFE CYCLE:

✧ What is the 4th stage of Product Life Cycle?

A

✧ Decrease

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8
Q

PRODUCT LIFE CYCLE:

✧ What do you do when you are in the first stage of Product Life Cycle?

A

✧ promote and cater to customers that you exist
✧ you have to exert more effort in promoting your business (ex: hiring famous people and etc.)

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9
Q

PRODUCT LIFE CYCLE:

✧ What do you do when you are in the second stage of Product Life Cycle?

A

✧ you make repeated orders, with your customers recommending your business to others

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10
Q

PRODUCT LIFE CYCLE:

✧ What do you do when you are in the third stage of Product Life Cycle?

A

✧ you have to fulfill Filipinos “crab mentality”

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11
Q

PRODUCT LIFE CYCLE:

✧ What happens when you are in the third stage of Product Life Cycle?

A

✧ this is when your competitors start to rise and decrease of sales start

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12
Q

PRODUCT LIFE CYCLE:

✧ What happens when you are in the fifth/final stage of Product Life Cycle?

A

✧ this means that your business is no longer in the market

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13
Q

PRODUCT LIFE CYCLE:

✧ How do you avoid the fifth stage of the Product Life Cycle?

A

✧ you can change or upgrade your products
✧ make it promising and stand out more
✧ listen to what the customers what (can be through surveys)

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14
Q

TYPES OF CUSTOMERS:

✧ This customer is usually egoistic, impatient, and harsh, what are this type of customer?

A

✧ Tough or Aggressive Customer

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15
Q

TYPES OF CUSTOMERS:

✧ This customer avoids procrastination and is straight to the point what is this type of customer?

A

✧ Business-Like Customers

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16
Q

TYPES OF CUSTOMERS:

✧ This customer is evasive, non-demanding, and indecisive. what is this type of customer?

A

✧ Uncertain Customers

17
Q

PRODUCT LIFE CYCLE:

✧ How do you avoid the fifth stage of the Product Life Cycle?

A

✧ you can change or upgrade your products
✧ make it promising and stand out more
✧ listen to what the customers what (can be through surveys)

18
Q

TYPES OF CUSTOMERS:

✧ This customer is talkative, warm, and good-natured. What is this type of customer?

A

✧ Friendly Customer

19
Q

TYPES OF CUSTOMERS:

✧ This customer is demanding and knows a lot about the product. What is this type of customer?

A

✧ Knowledgeable Customer

20
Q

HANDLING CUSTOMERS:

✧ How should you handle a Tough Customer?

A

✧ listen or allow them to talk first
✧ express points as suggestions clearly
✧ be courteous but firm

21
Q

HANDLING CUSTOMERS:

✧ How should you handle a Friendly Customer?

A

✧ respond to warmth and hospitality
✧ remember to keep to business

22
Q

HANDLING CUSTOMERS:

✧ How should you handle an Uncertain Customer?

A

✧ maintain eye contact
✧ break barries
✧ listen
✧ ask the right questions

23
Q

HANDLING CUSTOMERS:

✧ How should you handle a Knowledgeable Customer?

A

✧ satisfy their desire for detail
✧ don’t try to fool them

24
Q

HANDLING CUSTOMERS:

✧ How should you handle an Angry/Irate Customer?

A

✧ be assertive (in control NOT angry)
✧ be polite and straight to the point
✧ keep your voice calm and clear
✧ don’t give hollow promises

25
Q

TYPES OF CUSTOMERS:

✧ This customer is impatient, always argues, and does not listen. What is this type of customer?

A

✧ Angry/ Irate Customer

CSR (1 decks)

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