Customer servcie and Protection of Customers Flashcards
1
Q
What is stated about revenue and in what law?
A
Pareto’s law states that only 80% of revenue comes from 20% of customers
2
Q
What information could be obtained from market research?
A
- buying habits
- comments and opinions
- customer reactions
- yes/no answers
3
Q
what is included in the help section on business websites?
A
- FAQ’S
- Hyperlinks to company emails
4
Q
what ways can businesses measure customer satisfaction?
A
- analysing sales data
- recording complaints; returns and exchanges
- comparing itself to competitors
- conducting customer surveys
5
Q
Sale of goods act?year?
A
1979 states that all goods must be:
- as described
- of satisfactory quality (in relation to price, description and age of product)
- fit for purpose which it is intented
6
Q
Consumer protection act?year?
A
1987 makes it an offence to
- mislead customers about sales prices or exaggerate reductions
- mislead customers into the price of goods
- supply goods that are not reasonably safe
7
Q
Trade descriptions act?year?
A
1968 makes it an offence to
- sell goods wrongly described by a manufacturer
- wrongly describe goods
- make false claims for services, accommodation and facilities
8
Q
Data protection act?year?
A
1998 designed for companys operating on the internet, it makes it an offence to steal or misuse customer information.
9
Q
What does the business have to do to make sure they are within the lines of the Data protection act?
A
- store data securely
- keep data accurate and up to date
- adequate and relevant info
- not passing on info without permission
- not storing data for longer than is necessary
