ICSS Unit 5

Customers may call support using WEBSITE www.Apple.come for any product related queries. This is an example of ______ support in the after-sales services strategies.

• Pre-installation service

• online

• user training

• warranty services

For equipment that you need to train your staff in the operation, _______ is important under the after-sales service strategies.

• Policy booklet

• training guide

• user training

• online support

Which one of the following is NOT a benefits of after-sales strategies?

• building trust

• Team work

• increase in sales

• enhance customer referrals

One example of self service portal is

• Kiosk

• Mobile Phone

• Chat

• SMS

_______ is naturally very logical, analytical, and orderly.

• Activator

• Systemizers

• Visualizers

• Stimulators

______ are naturally caring, sensitive and tends to be compassionate and demonstrate warmth towards others.

• Visualizers

• Relaters

• Stimulators

• Activator

Which one of the following allow you to deal with Valuator customers?

• Communicate your honesty and demonstrate your reliability

• Commutating style should be less formal

• speak slowly and match the tone and pace

• Use focused questions to draw out required information

Which one of the following allow you to deal with Stimulator customers?

• Communicate your honesty and demonstrate your reliability

• Commutating style should be less formal

• speak slowly and match the tone and pace

• Use focused questions to draw out required information

Which one of the following allow you to deal with Visualizer customers?

• Communicate your honesty and demonstrate your reliability

• Commutating style should be less formal

• speak slowly and match the tone and pace

• Use focused questions to draw out required information

Which one of the following allow you to deal with Activators customers?

• Communicate your honesty and demonstrate your reliability

• Commutating style should be less formal

• Behave in a confident, posstive and upbeat manner

• Use focused questions to draw out required information