Customer Service and Product Knowledge

Flashcards about customer service and product knowledge.

Why is it important to inform customers of the range of products/services available?

To inform customers of the range of products/services available and options within those ranges.

Why is having product knowledge is important

You can provide competent advice and determine a good match between customer needs and product.

What can a good customer service experience result in?

Repeat purchase and positive word of mouth.

What knowledge must you have about your organisation?

Products/Services, Prices, Policies, Procedures, Handling customer complaints, Refunds, Discounts, Returns, Promotional material.

Where can information about the organisation and its purpose be found?

Annual reports, business plans, organisation newsletters, induction kits, promotional material and on the organisation’s website.

What does promotional material include?

Online advertisements, social media releases, brochures, flyers, catalogues, order forms, policy documents, paper based or electronic price lists, presentation packs and websites.

What are the benefits of being knowledgeable about products and services?

Builds confident and competence in employees and allows employee to match products/services to customer needs

How is product knowledge beneficial from a business perspective?

Customers get more information to make informed decisions and it leads to a good reputation and increased customers and sales

What information should you provide customers with to help them make a choice?

Product features and benefits, pricing policies and procedures, any discounts or special offers available to customers, stock availability, packaging and delivery options, payment options and refund policies.

What can you compare when discussing competitor prices and products?

Compare features, benefits and price of other available items from competitors