2.1 Partial Knowledge Check Review

Which of the following is the term for the overall impression gathered from information that is seen, heard, and experienced by customers who encounter a business, it’s products, and it’s services?

• Brand Promise

• Positive Feeling

• Company Culture

• Company Brand

Which of the following best defines quality customer service

• Delivering a positive, memorable experience that is more than the customer expected.

• Adhering to company policy when processing returns

• Do exactly what company procedures say to do

• Offering free items to customer to keep them coming in.

After one negative experience, approximately that percentage of people will never do business with that company again?

• 10

• 20

• 50

• 75

After purchasing a new car, a customer is satisfied with the service received from the sales person.  Which phase of the customer life cycle does this example best represent?

• Phase 4- The customer likes or doesn't like the service they received

• Phase 1- Customer has a want/need

• Phase 3- Customer goes to the store to buy the item

• Phase 2- Customer loyalty life cycle

The unique way that employees interact with each other and their customers; the personality of the company

• Distribution mentality

• company culture

• shopper expectations

• brand promise