Mktg Project 4: Customer Service

Justen wants to buy a new treadmill, so he visits a sporting goods store his friend, Charlie recommended. When he picks out a treadmill, the salesperson, Lisa suggests a new pair of sneakers that are good for running. The treadmill is supposed to be delivered to Justen's house the next day, but it doesn’t show up. He calls the salesperson, Lisa, who is able to fix the situation and get the treadmill delivered right away. Lisa makes sure to call Justen and let him know that the store appreciates his business.

Multiple Choice

Justen's customer service expectations were based on

• Word of mouth

• Past Experience

• Advertising

• Individual Needs

Multiple Choice

Which aspect of presale customer service did the Lisa demonstrate?

• Researching the products

• Researching the customers

• Suggestion Selling

• Providing inform in a understandable way

• Only making promised that the company can keep

Multiple Choice

Which aspect of post-sale customer service did the Lisa demonstrate?

• Ordering processing

• Shipping, Delivery and Installation

• Credit and Financing

• Technical Support and Customer Training

• Warranty issues, Maintenance and Repair

Multiple Choice

Which key to quality customer service did the Lisa exhibit?

• Solicting feedback

• Keeping in touch

• Being prompt

• Having a good attitude.

Kaisy's small baking business just moved to a new location. She decides to use the same Internet provider she used at the last location, since she was always pleased with the quality of customer service she received.

The salesperson she speaks with, Bryan, is sure to explain every service package the company provides to help Kaisy make a decision. After Kaisy purchases the service and has it installed, she has problems with the connection. Bryan is able to refer her to people at the company who can help Kaisy troubleshoot her problem. When Kaisy calls or emails for help, Bryan is sure to respond as quickly as he can.

Multiple Choice

Kaisy's customer service expectations were based on

• Word of mouth

• Past Experience

• Advertising

• Individual Needs

Multiple Choice

Which aspect of presale customer service did the Bryan demonstrate?

• Researching the products

• Researching the customers

• Suggestion Selling

• Providing inform in a understandable way

• Only making promised that the company can keep

Multiple Choice

Which aspect of post-sale customer service did the Bryan demonstrate?

• Ordering processing

• Shipping, Delivery and Installation

• Credit and Financing

• Technical Assistance and Customer Training

• Warranty issues, Maintenance and Repair

Multiple Choice

Which key to quality customer service did the Bryan exhibit?

• Solicting feedback

• Keeping in touch

• Being prompt

• Having a good attitude.

Leah is looking to buy a new car, so she visits Ethan's car lot. Her main concern is getting the financing necessary to make a purchase, so Ethan only shows her cars he thinks she can afford. In addition, he promises that each car comes with six months of free satellite radio (but not before he checks with his manager to make sure that this is true). After the sale is made, Ethan explains what Leah can expect when her car needs an oil change or other maintenance. After a few weeks have passed, Ethan asks Leah to fill out a short online survey so he’ll know if she’s satisfied with the service she received.

Multiple Choice

Leah's customer service expectations were based on

• Word of mouth

• Past Experience

• Advertising

• Individual Needs

Multiple Choice

Which aspect of presale customer service did the Ethan demonstrate?

• Researching the products

• Researching the customers

• Suggestion Selling

• Providing inform in a understandable way

• Only making promised that the company can keep

Multiple Choice

Which aspect of post-sale customer service did the Ethan demonstrate?

• Ordering processing

• Shipping, Delivery and Installation

• Credit and Financing

• Technical Assistance and Customer Training

• Warranty issues, Maintenance and Repair

Multiple Choice

Which key to quality customer service did the Ethan exhibit?

• Solicting feedback

• Keeping in touch

• Being prompt

• Having a good attitude.

Jayzire is in charge of choosing a caterer for a business luncheon. He decides to go with Alexis' Catering because he sees an ad in the paper that promises a 15% discount for all orders over $250. Jayzire tells a Alexis' employee, Cece, that several of the luncheon attendees are vegetarian. Cece assures him that Alexis' can bring vegetarian options. When the day of the luncheon rolls around, the food delivery is an hour late and Jayzire can’t get hold of Alexis'. When the company finally shows up, Jayzire is dismayed to realize that there are no vegetarian options for his guests who don’t eat meat. Jayzire calls Cece the next day to complain. Although Cece refunds Jayzire’s money, she’s rude, angry, and refuses to admit that his company did anything wrong.

Multiple Choice

Jayzire's customer service expectations were based on

• Word of mouth

• Past Experience

• Advertising

• Individual Needs

Multiple Choice

Which aspect of presale customer service did the Alexis' Catering ignore?

• Researching the products

• Researching the customers

• Suggestion Selling

• Providing inform in a understandable way

• Only making promised that the company can keep

Multiple Choice

Which aspect of post-sale customer service did the Alexis' Catering fail to use?

• Ordering processing

• Shipping, Delivery and Installation

• Credit and Financing

• Technical Assistance and Customer Training

• Warranty issues, Maintenance and Repair

Multiple Choice

Which key to quality customer service did the Cece not exhibit?

• Solicting feedback

• Keeping in touch

• Being prompt

• Having a good attitude.