1) What is customer service? a) The service a customer receives during a sale b) The service a customer receives before, during and after a sale c) The service a customer receives after a sale 2) What is the purpose of a customer care strategy? a) To find out the needs and wants of a customer b) o let the customer know the level of service to expect c) To ensure no faulty or low quality products reach customers 3) Which of the following is a direct consequence of bad customer service? a) Increased competition b) Lower quality of product or service c) Low staff morale 4) What is meant by customer loyalty? a) more likely to return b) more likely to tell their friends and family c) less likely to complain 5) Why are satisfied customers important to a business? a) They cause an increase in sales of goods and services b) They cause a reduction in a business’s competition c) They improve a company's market research 6) Businesses should aim to provide excellent customer service to all customers. a) True b) False 7) A company that offers great customer service will benefit from an improved reputation and image. a) True b) False 8) A benefit of satisfied customers is that fewer unhappy customers will result in more complaints that the business needs to deal with. a) True b) False

N5 Customer Satisfaction

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