CS&M

Which of the following departments is considered an internal customer within a company?

• Suppliers

• marketing department

• external clients

• competitors

In a SWOT analysis, which of the following could be considered an external threat?

• Talented employees

• Strong financial position

• Potential competition from other companies

• Access to capital

Which of the following best describes transactional marketing?

• Focusing on building long-term relationships with customers

• Offering personalized services to maintain customer loyalty

• Focusing marketing efforts on attracting new customers for one-off sales

• Developing a sustainable relationship with a small group of loyal customers

How can satisfied customers help a business grow?

• By spending less money on purchases

• By avoiding word-of-mouth recommendations

• By introducing new customers to the company through word of mouth

• By frequently requesting discounts

Which of the following is an outcome of effective internal communication within a company?

• Delayed decision-making

• Fast decision-making

• Increased employee turnover

• Higher operational costs

How does effective customer service impact employee retention?

• It creates a competitive work environment

• It boosts employee retention by creating a positive work atmosphere

• It reduces the need for training

• It leads to more employee complaints

Why is improving the service after a problem important in-service recovery?

• To ensure the customer never notices the mistake

• To prevent the same issue from recurring in the future

• To avoid future customer feedback

• To increase the number of customer complaints

What are Service Level Agreements (SLAs)?

• Informal agreements between businesses

• Only applicable in employee contracts

• Recommendations for improvements in customer service

• Contractual obligations often included in supplier contracts