3.4 Good customer service

Question 1

The sales process

Answer 1

• Customer interest
• Speed of service
• Customer engangement
• Post-sales service
• Customer service

Question 2

How is Customer interest achieved?

Answer 2

• Strong brand innit
• Advertising innit
• Promotions/offers innit
• Soft approach innit

Question 3

Effects of good customer service

Answer 3

• Increased sales innit
• Good reviews: Customers will say good things about the business to others
• Increased customer loyalty
• Friendliness of staff
• Reliable, open at convenient times

Question 4

Effects of poor customer service

Answer 4

• Decreased sales
• Bad reviews: Customers will say bad things about the business to others
• Decreased customer loyalty
• Staff make customers feel uncomfortable
• Bad reputation leading them to spend extra on hiring more staff