servmark q6

Cards (20)

  • When a customer contacts your business to ask for information about a product, what type of service are they seeking?

    Pre-sales support
  • A customer has just purchased a product from your business and has a problem with its functionality. What type of service exhibit in the given statement? 

    Post-sales support
  • A customer contacts your business to ask for assistance with installing or setting up a product which is Television set to place in a wall bracket. Which among the following type of service is demonstrated in the given example? 

    Technical support
  • A customer contacts your business to inquire about a product's compatibility with their existing system, but they are unsure of the technical specifications. How would you determine the customer's needs and provide them with the appropriate service?
    Ask the customer additional questions about their system and needs to help determine the appropriate solution
  • You work for a software company that specializes in project management tools. Your company is looking to expand its customer base by targeting small businesses that may not have considered project management software before. Your task is to generate leads and convince these businesses to purchase your company's software. Which type of customer service are you providing?
    Lead generation
  • You are a customer service representative at a high-end fashion store. A customer comes in with a complaint about a jacket they purchased online, which arrived with a small tear in the sleeve. The customer demands a full refund, but you know the store's policy only allows for exchanges or store credit. Which type of customer service would be most appropriate in this situation?
    Dispute Resolution
  • You work for a travel agency that specializes in luxury vacations. Your clients expect a high level of service and attention to detail. In order to maintain their loyalty, you need to be proactive in anticipating and addressing any potential issues before they occur. Which type of customer service are you providing?
    Proactive support
  • A customer contacts your business to report an issue with a product they recently purchased, but they are frustrated with the time it took to get through to customer service. What type of service are they seeking, and how would you address their frustration?
    post-sales support. You would apologize for the wait time and provide them with a resolution to their issue as quickly as possible.
  • A customer contacts your business to inquire about a specific product, but they are also interested in learning more about your company's history and values. What type of service are they seeking, and how would you address their inquiry?
    customer support. You would provide them with information on the company's history and values, as well as answer any questions they may have about the product.
  • A customer contacts your business with a complaint about a recent purchase. They state that the product they received does not match the description on the website. What type of service are they seeking, and how would you address their complaint?
    post-sales support. You would apologize for the discrepancy and offer them a replacement or refund for the product.
  • A customer has been waiting for over an hour for their food order at a restaurant. They inquire about the delay and express their frustration. What type of consumer service is the customer seeking, and how would you address their inquiry?
    Timeliness of Service
  • A customer purchases a new gadget from an online store, but it arrives broken. They contact customer service and request a replacement. What type of consumer service are they seeking?
    Responsiveness
  • A company releases a new line of environmentally friendly products that are designed to reduce waste. Who are the consumers of these products?
    Individuals who purchase the product
  • A consumer purchases a product online, but upon delivery, the product is not as described. Who should the consumer contact to address the issue?
    The customer service of the website where the product was purchased.
  • A customer enters a store and asks for assistance in finding a specific product. The sales associate tells the customer that they do not carry that product, but the customer later discovers that the product is indeed sold at the store. What should the customer do?
    Report the sales associate to the manager.
  • A customer purchases a product from a store, but after a few days, the price of the product is reduced. What should the customer do?
    Return to the store and request a refund of the price difference.
  • A Business-to-Business (B2B) service provider is considering outsourcing some of their operations to reduce costs. What should the provider do before making this decision?
    Assess the potential cost savings of outsourcing compared to the cost of keeping the operations in-house.
  • Which of the following options is NOT an advantage of Business-to-Business (B2B) services?
    Lower level of control
  • A Business-to-Business (B2B) service provider has just signed a contract with a client. What should the provider do to ensure they deliver the service to the client's expectations?
    Regularly communicate with the client to understand their needs and expectations.
  • Which among the subsequent is a potential disadvantage of relying too heavily on Business-to-Business (B2B) services?
    Lack of market diversification