National 5 Bus Mgt Customer Satisfaction

Identify which of the below is NOT a key factor in delivering excellent customer service

• Source of finance used which do not need to be paid back
• Quality of service or product
• Durability of product
• After sales service

Customers will want _____ which are reasonable for the quality of the product bought

• Prices
• Ranges
• Packaging
• Guarantees

When looking at customer service, the company should consider how it targets the Marketing Mix (4Ps). Identify which of the statements below is NOT a consideration of the 4Ps.

• Prices which are reasonable for the quality of product made
• Selling in locations which customers find accessible e.g. on-line
• Offering deals to customers which rewards loyalty
• Training staff to deliver excellence every time

Excellent customer satisfaction brings many rewards to the company. Which is NOT a valid advantage of spending money to deliver excellence? 

• Can attract a better calibre of employee to the company
• Reputation makes it easier to attract new customers and increase market share
• Existing customers return (loyalty) to boost sales and profits
• Is easier to negotiate a lower bank interest rate on loans

HR department can help ensure excellent customer service is delivered by ___________ staff regularly on how to handle complaints

• training
• recruiting
• selecting
• legislating

A possible impact of poor customer service could be ...

• Attract good publicity in local press
• Negative reviews on consumer websites which harms reputation
• Customer loyalty increases and sales soar
• Easier to recruit high quality staff into company

Which example below would NOT help improve satisfaction for existing customers?

• Staff going the extra mile to help a customer with their purchasing decision
• Under promise but over deliver
• Keep customers informed of progress on their complaints or enquiries
• Offering a great deal of 50% purchases off to new customers

How could a company measure customer satisfaction levels? Fill in the blank.
By tracking the ______ of customer complaints over time

• number
• style
• wording
• cost

How could a company measure customer satisfaction levels? Fill in the blank.
By conducting a ___________ which gathers a small number of customers together to seek their opinion

• focus group
• mystery shopper
• telephone survey
• comment box

How could a company measure customer satisfaction levels? Fill in the blank.
By arranging a  ___________ who will act like a real customer and report back on their experience of customer service levels to the company

• focus group
• mystery shopper
• telephone survey
• comment box