GCSE OCR Business 4.3. Sales Process & Customer Service

Which stage of the customer service is demonstrated when an employee provides a customer with detailed information about the product?

• Customer engagement

• Product knowledge

• Response to customer feedback

• After-sales service

Which stage of the customer service is being met when an electrical retailer offers a 3-year warranty on all purchases?

• Product knowledge

• Speed and efficiency of service

• Customer engagement

• After-sales service

Which two are benefits to a business of providing good customer service?

• Customers may increase their spend with the business

• Lower prices can be charged

• Increased costs

• Improved reputation within the marketplace

• Increased number of product returns

For most businesses, the most profitable customers tend to be...

• Local customers
• Loyal customers
• Business customers
• New Custoemrs

What is After-sales service?

• Up selling products
• Meeting of customer’s needs after they have purchased a product 
• enticing customers to purchase more products from your business
• Getting feedback on products/services

The process of meeting customer needs successfully before, during and after a sale is called:

• Procurement

• Kaizen

• Customer service

• The sales process

An employee greeting a customer and offering help when required are specific examples of:

• The sales process

• Post sales service

• Customer engagement

• Product knowledge

Which of the following is a danger to a business of offering poor customer service?

• Increased flexibility with pricing

• Increased revenue

• Negative word of mouth

• Satisfied customers

The process of coordinating people and resources to ensure everything is in the right place at the right time is the role of which department in a business?

• Logistics

• Procurement

• Supply chain management

• Purchasing

Comments, praise or criticisms given to a company by its customers

• Customer feedback

• Post-sales service

• Customer engagement

• Product knowledge