Marketing Chapter 3 Lesson 2

The individualized attention provided and available to customers throughout their lifespans as customers is:

• customer service

• customer feedback

• customer advocacy

• customer management

Customer service is one of the eight marketing:

• systems

• functions

• departments

• issues

When a company provides a prepaid shipping label to easily return an item without speaking directly to the customer, that is an example of:

• personal attention

• outreach efforts

• automated attention

• relationship management

When a business offers the opportunity to speak directly with a customer service representative, that is an example of:

• personal outreach efforts

• customer relationship management

• automated attention

• personal attention

Everything a company does should be focused on:

• serving the customer

• monitoring social media

• using personal outreach

• increasing brand loyalty

What is the best resource a company can use to improve its products and operations?

• brand loyalty

• customer feedback

• social media

• automation

Pro-active customer service happens:

• before an initial sale

• during an initial sale

• after an initial sale

• all of the above

Customer service should be a __________ from the top of the organization and throughout.

• mindset

• reaction

• knowledge base

• team training

What is the best example of pro-active customer service?

• a service representative who transfers the customer to multiple service agents

• a restaurant server who brings condiments to the table before the meal is served

• a restaurant server who brings condiments to the table before the meal is served

• a restaurant server who brings condiments to the table before the meal is served

A pro-active customer service approach includes:

• monitoring social media

• getting in front of an issue

• using personal outreach

• all of the above