Communicating The Product or Service To Customers

What is the importance of regularly updating your knowledge of your organisation’s products and services?

• To stay informed about new features and improvements

• To ignore customer feedback

• To reduce communication with team members

• To avoid learning new skills

Determine the method to set the prices of products or services.

• Market research

• Cost-plus pricing

• Competitor analysis

• All of the above

How do you manage and use email addresses in customer service?

• By organising them in a database

• By using them for marketing campaigns

• By responding to customer inquiries

• All of the above

How do you provide directions to premises for customers?

• By providing a map

• By giving verbal instructions

• By sending a text message

• All of the above

What legislation affects your company's operations?

• Data Protection Act

• Health and Safety Regulations

• Employment Law

• All of the above

Where can you obtain information if you don't have the information needed to help a customer?

• Consult the company handbook

• Ask a colleague

• Search online

• Contact customer support

Which of the following is a source of information to help a customer?

• Colleagues and supervisors

• Internet or intranet

• Catalogues, brochures and price lists

• All of the above.

True or False: Feedback from customers is a source of information to help a customer.

• True

• False

Which of the following is NOT a source of information to help a customer?

• Training sessions

• Organisational product and/or service information/literature

• Personal opinions

• Feedback from customers.

What is the definition of 'Influencing' in customer service?

• Having an effect on somebody that helps to determine that person's actions, behaviour or way of thinking.

• Attempting to come to an agreement through discussion and compromise.

• Providing excellent customer service.

• Balancing the needs of the customer and the organization.