Customer service (AQA GCSE Business): Quizzes
📚Quizzes
Practise the questions
12 questions from this quiz
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Practise the questions
12 questions from this quiz
Who is responsible for delivering excellent customer service in a business?
Who is responsible for delivering excellent customer service in a business?
The entire organisation
What costs significantly more: acquiring new customers or retaining existing ones?
What costs significantly more: acquiring new customers or retaining existing ones?
Acquiring new customers
What risk do staff face if they provide incorrect product information to customers?
What risk do staff face if they provide incorrect product information to customers?
Legal issues under consumer law
Which company is mentioned as making speed a priority in their sales processes?
Which company is mentioned as making speed a priority in their sales processes?
Amazon
What is the purpose of post-sales support in the selling process?
What is the purpose of post-sales support in the selling process?
To ensure satisfaction & identify areas
Which delivery arrangement has become increasingly important as shopping moves online?
Which delivery arrangement has become increasingly important as shopping moves online?
Free delivery & flexible time slots
Besides product knowledge, what else must staff be trained in for effective customer service?
Besides product knowledge, what else must staff be trained in for effective customer service?
Communication skills & timing
How do satisfied customers help create new customers for a business?
How do satisfied customers help create new customers for a business?
Through word-of-mouth recommendations
How does good customer service reduce costs for businesses?
How does good customer service reduce costs for businesses?
By reducing complaints & refund requests
What is the loyalty gap between 'very satisfied' and 'somewhat satisfied' customers?
What is the loyalty gap between 'very satisfied' and 'somewhat satisfied' customers?
50%
What percentage of customers with problems actually complain to the business?
What percentage of customers with problems actually complain to the business?
5%
How many more people hear about bad experiences compared to good ones?
How many more people hear about bad experiences compared to good ones?
Twice as many