Features and Benefits

What are features in the context of products and services?

• The advantage to the customer of buying the product

• The facts about what your product or service does

• The price of the product

• The design of the product

Fill in the blank: Benefits are the ______ to the customer of buying that particular product or using that specific service.

• advantage

• disadvantage

• cost

• risk

What does it mean to 'sell a feature' in customer service?

• To highlight the benefits of a product feature to a customer

• To offer a discount on a product feature

• To remove a feature from a product

• To sell a product without any features

Which of the following is a feature of a car?

• Power steering

• Solar panels

• Wind turbine

• Jet engine

Which of the following is a feature of a car?

• CD player

• Vinyl record player

• Cassette tape

• Gramophone

What does it mean to 'sell a benefit' in customer service?

• To focus on the features of a product

• To emphasize how a product or service improves the customer's life

• To offer discounts and promotions

• To highlight the technical specifications

Benefits are important in customer service because:

• They improve customer satisfaction.

• They increase operational costs.

• They reduce the need for training.

• They complicate service delivery.

What is one benefit of electric windows in a car?

• You never have to wind down the windows manually

• It increases the car's speed

• It improves air conditioning

• It enhances the car's color

It is important for customer service practitioners to have the most up-to-date and accurate information about products and services because:

• It helps in providing accurate solutions to customer queries.

• It reduces the need for training.

• It increases the cost of customer service.

• It allows for more flexible working hours.

What do customers expect from you as a customer service practitioner?

• Quick response time

• In-depth technical knowledge

• Empathy and understanding

• All of the above