Section 4 Review

A customer’s expression dissatisfaction....

• assurance

• complaint

• compliment

• colloquialism

Customers who feel they must be helped
immediately, regardless of the circumstances.

• Abstinent Customers

• Polite Customers

• Impatient Customers

• Domineering Customers

Overly confident customers who feel they know more
and are better than the average person.

• Abstinent Customers

• Polite Customers

• Impatient Customers

• Domineering Customers

Customers who intentionally attempt to avoid paying
part or all of the price for a product.

• Dishonest Customers

• Impatient Customers

• Polite Customers

• Domineering Customers

Customers who are unpleasant and hard to help.

• Polite Customer

• Dishonest Customer

• Disagreeable Customer

• Domineering Customer

Customers with problems that interfere with their
ability to communicate satisfactorily or to function in
a normal or pleasant manner.

• Difficult Customer

• Dishonest Customer

• Polite Customer

• Superior Customer

Customers who believe everything is going wrong for
them and everybody is either taking advantage of
them or not really trying to help.

• Domineering Customer

• Superior Customer

• Complaining Customer

• Polite Customer

Customers who seem to disagree, question, or look
for errors in almost everything and everybody

• Impatient Customers

• Argumentative Customer

• Superior Customers

• Polite Customer

The rivalry between two or more businesses to
attract scarce customer dollars

• Competition

• Positioning

• Customer service

• Monopoly

What is customer service?

• service given with the same quality

• a measure of how well a business has met its customers expectations

• All actions by a business to create goodwill and reach the goal of customer satisfaction

• focus is placed on the customer's needs