Question detail
SolarSprout serves online shoppers while training staff; the case evidence includes customer retention of ?4,892, sales of 382 units, and a 27% change in costs or demand. Which option best applies Explain dangers of poor customer service, including dissatisfied customers, poor word of mouth and reduced revenue?
Try the question, check the answer, then read the explanation to understand the curriculum point.
At a glance
MCQ
Type
practice
Style
Topic
Good customer services
Question
- A. Use customer service to judge supplier lead time, customers impact, and the business objective in Customer service methods and impacts.
- B. Give only a definition of Good customer services without using the case evidence.
- C. Treat efficiency and productivity as identical and ignore the effect on customers.
- D. Choose the largest sales figure without checking costs, finance, or context.
Answer
The correct option is: Use customer service to judge supplier lead time, customers impact, and the business objective in Customer service methods and impacts.
Explanation
This option works because Use customer service to judge supplier lead time, customers impact, and the business objective in Customer service methods and impacts. The case evidence gives ?6,392, 382 units, and 27%, so the answer must explain the commercial effect rather than repeat a definition. The distractors are weaker because they confuse efficiency and productivity, miss the customers, or ignore the business objective.
Common mistake
Customer service methods and impacts common mistake 1
Giving a vague answer instead of directly addressing: Explain dangers of poor customer service, including dissatisfied customers, poor word of mouth and reduced revenue..
Answer by clearly explaining how to explain dangers of poor customer service, including dissatisfied customers, poor word of mouth and reduced revenue..
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