GK
MARKETING MANAGEMENT
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Question
[CLICK ON ANY CHOICE TO KNOW THE RIGHT ANSWER]
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Telling customers they are misinformed
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Offering to find information for customers
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Agreeing that customers are always right
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Selecting certain customers to help
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Detailed explanation-1: -Reinforce service orientation through communication. Employees should make it clear that their intention is to help the customer. Respond to customer inquiries. Customer inquiries should be responded to with all necessary and relevant information in an assertive and friendly manner.
Detailed explanation-2: -Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you’re following these guidelines, you’re on the right track.
Detailed explanation-3: -Employee performance can reinforce a company’s image through suggestion selling, order processing and fulfillment, and effective selling skills. Suggestion selling is useful for making the customer happier with his/her original purchase.