Unit 3.4 - Good customer service

Question 1

Customer service opportunities through the sales process (6)

Answer 1

Finding potential new customers
Approaching potential customers
Assessing the customers needs
Presenting - showing the customer something
Closing - getting the customer to agree to the purchase
Follow up - after sale service

Question 2

Excellent customer service methods (3)

Answer 2

Excellent product knowledge
Engaging well with the customer
Offering post sales (after sales) service

Question 3

Digital customer service methods (3)

Answer 3

Websites
E-commerce
Social media

Question 4

Benefits of good customer service (5)

Answer 4

High levels of customer satisfaction
Repeat purchases
Word of mouth - customers
May persuade customers to spend more when there
Increased sales

Question 5

Issues of poor customer service (3)

Answer 5

Dissatisfied customers - bad word of mouth
Damaged reputation
Decreased sales