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3.4. Customer service GCSE Business AQA Flashcards | StudBud
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3.4. Customer service GCSE Business AQA
3.4. Customer service GCSE Business AQA
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3.4. Customer service GCSE Business AQA
Flashcards
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Questions
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Answers
1
Approaching the customer and establishing what they are looking for is called customer engagement
True
False
2
Which of the following is NOT a benefit of good customer service?
Increased customer satisfaction
Customer loyalty and increased spend
Increased profits
Poor reputation
3
The support and advice offered by a business to its customers is called...
Customer service
Customer care
Customer information
Customer satisfaction
4
Which of the following is NOT a feature on a website that support good customer service?
FAQ section
Option to create an account
Poor navigation
Store locator and opening times
5
Which of the following does NOT enhance the customer buying experience in a clothes store?
Sensible queue layout
Long queues
Fitting rooms
Relaxed environment, good lighting
6
Which of the following is a benefit of using social media to communicate with customers?
It is time consuming
Businesses can charge higher prices
Users can comment on posts
Negative reviews can go viral
7
An example of post-sales service is a...
Servicing reminder
Speaking to a customer to learn their wants and needs
Product knowledge
Polite and friendly staff
8
UK internet users rely mainly on their laptops.
True
False
9
Which of the following methods would help a sales advisor to select the right product for a customer.
Identifying potential customers
The Internet
Post-sales service
In-depth product knowledge
10
Which THREE of the following can poor customer service lead to?
Dissatisfied customers
Reduction in revenue
Poor reputation
Reduction in losses
