Chapter 6 Customer Service

What is customer service?

• Customer service refers to products that the businesses sell to their customers.
• Customer service refers to the service that customers gave to staff.
• Customer service refers to what businesses do for their customers so that they are happy and satisfied.
• Customer service refers to the communication between customers and the salesperson.

If a business provides quality customer service, customers will _________________________________.

• dislike the business and not come back again.
• customer loyalty is created, ensuring the continuity of the business.

• have a negative experience and they will choose not to come back.

• have a positive experience and they will choose to come back again.

• will recommend the business to their relatives and friends.

To deliver quality customer service, service staff need to ________________.

• be approachable, be customer-focused and be knowledgeable.

• be rude and unfriendly.
• be unkind and talk loudly to customers.
• be fierce, loud and slow.

A service breakdown occurs when customers make a complaint about not being completely satisfied with a product or service.

• True
• False

What counts for quality customer service?

• Quality customer service means ignoring the customers and let them wait for a long time.
• Quality customer service means not going the extra mile to meet the expectations of customers.
• Quality customer service means going the extra mile not to meet customers' needs and wants.
• Quality customer service means going the extra mile to exceed the expectations of customers. It means customers are pleasantly surprised and delighted by the kind of service they receive.

What is product knowledge?

• Product knowledge refers to a book that customers bought.
• Product knowledge refers to knowledge a service staff has of the product's features and benefits.
• Product knowledge refers to knowledge that we can buy from a business.
• Product knowledge refers to after-sales service provided by the business.

A salesperson should be impatient and interrupt a customer when he/she is describing his/her unhappiness.

• True
• False

What is the benefit of having good product knowledge?

• make a lousy sales presentation or demonstration
• Match the wrong product with customers' needs
• Have greater confidence in telling others about products being sold
• unable to build relationships and trust with customers

The three types of approaches that a salesperson can use when approaching customers are greeting, __________ and product approach.

• sales
• service
• meeting
• produce

Which of the following is NOT a technique for making an effective product presentation?

• Tell customers about the unique features and benefits of the product.
• Demonstrate how to use the product and, if possible, let the customers hold or use it.
• Hold the product carefully with pride.
• Do not listen to the customers' queries and persuade them to buy no matter what.