Which of the following is not an example of customer service?
a. free car wash with fill-up
b. empathy in handling customer complaints
c. the lowest price in town
d. on time delivery
c
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What is the most important factor that contributes to competitiveness?
What will be an ideal response?
Wholesalers most likely discourage less-profitable customers by ________
A) increasing product promotions B) carrying exclusive product lines C) overseeing inventory control systems D) adding service charges to small purchase orders E) requiring smaller orders to lower transportation costs
____ is a typical activity included in service management and improvement.
A. Monitoring the network for sign of degradation and communicating status to customers B. Participating in the negotiation of SLAs and monitoring performance to ensure that the service desk is meeting its commitments C. Ensuring that analysts can quickly and easily retrieve information from the knowledge management system D. Evaluating and selecting new support technology to ensure it meets existing standards
Which of the following is an input to the marketing plan by the engineering group?
A) customer feedback on products or services delivered to customers B) specific services or product features demanded by market C) required return on investment for new projects D) funding required to develop new products and services