Chapter 4: Customer Inquiries

When are most preliminary responses received from prospective customers?

• When an order hasn't arrived

• Just before the Christmas sales

• After a sales promotion / advertisement

• When they have a problem with a product

Which of the following would be an example of an inquiry received by a real estate agent selling a house?

• Warranty issues

• Features of the property

• When the buyer could move in

• Problems that could be encountered

What is the object of asking questions?

• To make conversation

• To fully understand the inquiry

• To delay having to given an answer

• To make a full report to the manager

What type of question is a leading question?

• Closed

• Direct

• Open

• Reflective

How can misunderstanding be reduced?

• Asking many open and closed questions

• Looking up the company's website for information

• Facing the person and listening to them attentively

• By referring problems to your supervisor or manager

What is an advantage of an electronic recording system over a paper-based one?

• Only one person can input the information

• It can be backed up in case of a power outage

• Lack of security as a lot of people can access the system

• Information can be recorded according to different criteria

What is the most important aspect of customer service?

• Knowing the details of the products and services?

• Having a colleague there to help with information

• Attending training programs for up-to-date information

• Being able to contact industry representatives for advice

What strategy can differentiate one business from other businesses?

• Having a business website

• Supplying a good in a range of colours

• Having a quick response times for inquiries

• Including the phone number for Department of Fair Trading on the website

What is the expected response time after spending an email for information?

• 1 day

• 3 days

• 5 days

• 7 days

Questioning is the basic way of gathering information about the details of an inquiry

• True

• False