Question

1. From a marketing management perspective, it's best to think of customer service as part of Promotion, not part of Product.

True or False

2. Which of the following is true of proactive customer service?

Multiple Choice

• It requires companies to wait for customers to complain before responding.

• Companies adopting this approach to customer service view unhappy customers as unprofitable.

• Use of social media to track customer complaints reduces a firm's efforts toward proactive customer service.

• It can be achieved by monitoring customer activity on the web and using big data analytics.

• Companies using proactive customer service wait for a significant number of customers to call in complaints so they can analyze if a problem requires attention.

3. A good order getter

Multiple Choice

• is likely to use a high level of personal persuasion.

• is especially important for selling installations and accessory equipment.

• needs "know-how" to help solve customers' problems.

• uses a well-organized sales presentation designed to get new business.

• all of these answer is correct

4. Even though commissions are often based on a percentage of dollar sales, they can instead be based on

Multiple Choice

• number of new accounts.

• customer satisfaction ratings.

• customer service problems resolved in some time period.

• all of these answer is correct

Answer 1

1 false

2. Companies using proactive customer service wait for a significant number of customers to call in complaints so they can analyze if a problem requires attention.

3 all of these answer is correct

4 all of these answer is correct