National 5 Bus Mgt Customer Satisfaction

National 5 Bus Mgt Customer Satisfaction

KG - University

20 Qs

quiz-placeholder

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National 5 Bus Mgt Customer Satisfaction

National 5 Bus Mgt Customer Satisfaction

Assessment

Quiz

Other

KG - University

Practice Problem

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Created by

Chantelle Scott

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20 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Identify which of the below is NOT a key factor in delivering excellent customer service

Source of finance used which do not need to be paid back
Quality of service or product
Durability of product
After sales service

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Customers will want _____ which are reasonable for the quality of the product bought

Prices
Ranges
Packaging
Guarantees

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

When looking at customer service, the company should consider how it targets the Marketing Mix (4Ps). Identify which of the statements below is NOT a consideration of the 4Ps.

Prices which are reasonable for the quality of product made
Selling in locations which customers find accessible e.g. on-line
Offering deals to customers which rewards loyalty
Training staff to deliver excellence every time

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Excellent customer satisfaction brings many rewards to the company. Which is NOT a valid advantage of spending money to deliver excellence? 

Can attract a better calibre of employee to the company
Reputation makes it easier to attract new customers and increase market share
Existing customers return (loyalty) to boost sales and profits
Is easier to negotiate a lower bank interest rate on loans

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

HR department can help ensure excellent customer service is delivered by ___________ staff regularly on how to handle complaints

training
recruiting
selecting
legislating

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

A possible impact of poor customer service could be ...

Attract good publicity in local press
Negative reviews on consumer websites which harms reputation
Customer loyalty increases and sales soar
Easier to recruit high quality staff into company

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Media Image

Which example below would NOT help improve satisfaction for existing customers?

Staff going the extra mile to help a customer with their purchasing decision
Under promise but over deliver
Keep customers informed of progress on their complaints or enquiries
Offering a great deal of 50% purchases off to new customers

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