Good Customer Service

Match the following descriptions with their corresponding definitions:

• Cutting processes until no excess remains

• Lean production focuses on increasing the number of products

• Increasing the quantity of products

• Lean production means cutting processes out until there is no ‘fat’ left

• A method to speed up production

• Lean production is a method of manufacturing that is focused on eliminating waste

• A method of manufacturing that aims to reduce waste

• Lean production is a method of increasing production speed

(a)   is part of effective supply chain management:

• Getting goods and services for the
• Inspection costs
• Just in case
• Increasing production speed

(a)   is the assistance and advice provided by a business to those customers who buy or use its products or services.

• The process of selling products to
• The assistance and advice provided
• The process of manufacturing produc
• The financial management of a busin

What does customer service support include?

• Only the assistance provided during the sale

• Only the advice provided after the sale

• The support offered to customers before, during, and after the sale

• The financial support provided to customers

Match the following scenarios with the appropriate time when a customer might wish to get some advice:

• When facing issues with the product

• At the time of the sale

• When considering a high-value purchase

• Before the sale

• When confident about the purchase without any advice

• Never

• When finalizing the purchase details

• After the sale

When might a customer want gift wrapping or easy payment terms?

• Before the sale

• At the time of the sale

• After the sale

• Never

Match the following scenarios with the appropriate time to call the helpline:

• When you need assistance during the purchase process

• Never

• When you have questions about the product before purchasing

• At the time of the sale

• When you do not need any assistance

• Before the sale

• When the product doesn’t work or if you need further advice

• After the sale

Which of the following is a method of good service introduction according to AQA?

• Product knowledge

• Market research

• Financial planning

• Inventory management

What is meant by customer engagement in the context of good service introduction?

• Creating a positive experience for the customer

• Reducing operational costs

• Increasing product variety

• Enhancing supply chain efficiency

(a)   is an example of post-sales services.

• User training
• Product design
• Market analysis
• Advertising