Customer Service in Business Flashcards

All 6 cards in this deck

What is product knowledge in customer service?

Staff understanding all the features and benefits of the products and services, so they can answer questions and match products to customer needs and budget.

What is customer engagement in customer service?

Building relationships with customers through politeness, friendliness and listening, plus facilities and extra features that make them feel valued.
e.g. fitting rooms, loyalty cards, click and collect, next-day delivery

What are post-sales services? Give two examples.

Ongoing support given to the customer after the purchase.
e.g. user training, helplines, servicing

What are the stages of the sales process?

1. Find potential customers
2. Approach them
3. Investigate their needs
4. Present the product
5. Close the sale
6. Provide post-sales service

Give three dangers to a business of poor customer service.

Dissatisfied customers who do not shop there again; poor reputation/negative reviews by word of mouth, making new customers hard to attract; more returns and refunds, which raise costs (customers may also be lost to competitors).

Give two benefits to a business of providing a high level of customer service.

Increases customer loyalty; fewer returns.
Other credited answers: customer satisfaction/good reviews, better brand image/reputation, helps the business be competitive.