2. 外语
  3. •Look at the statements below and the article divided into five extracts about setting customer expectations on the opposite pag

•Look at the statements below and the article divided into five extracts about setting customer expectations on the opposite pag

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问题 •Look at the statements below and the article divided into five extracts about setting customer expectations on the opposite page.
•Which extract (A, B, C , D or E ) docs each statement 1-8 refer to?
•For each statement 1-8, mark one letter (A, B, C , D or E ) on your Answer Sheet.
•You will need to use some of these letters more than once.
A                                 Extract 1
You are not providing product or service to yourself, so even if you are convinced that you have your finger on the pulse of the buying public, you must remain objective in your view of how others see you. How do you do this? Simply ask your customers and prospects! Most of them will be happy to tell you how they feel about dealing with your business. However, if you can’t find the time or wherewithal to ask customers directly, then enlist the assistance of a third patty to collect this information for you.  But once you have this information, turn it into knowledge by using it to improve your customer interactions!
B                                  Extract 2
If there are any difficult but necessary policies or procedures that your customers must navigate through in order to do business with you, don’t sugarcoat it by pretending that it’s simple or nonexistent. Instead, take some time to come up with a well thought-out explanation of the issue, and provide clear, detailed, and easy to find directions for addressing the issue. Usability testing for any automated system is a must!
C                                 Extract 3
Not to be condescending, but many times we axe so familiar with our product or service that we unconsciously feel that everyone has the same understanding we do. Assume that explanations and definitions are necessary, and then provide customers the option of passing them by when they are not needed. Web sites am great for this, as terms and phrases can be presented in hypertext, where a user can click on the text and a definition or example can pop up in a new window.  Don’t make your customers have to seek out understanding of your product or service. Many of them will not pother with the effort, and simply move on to a competitor who provides a clearer presentation of what they do, and the benefits therein.
D                                Extract 4
You and your competition are going after the same market. Obviously, some of that market is choosing a competitor instead of you. Why is that? What is it that the competitor is doing to present itself, its business, and its benefits, which appeals to certain segments of the market? Identify, understand, and utilize these things to your advantage. If there are aspects of your competitors’ business that can improve your offerings, then borrow them and make them your own. If you can do them better, by all means, do them and let customers and prospects know. You are never the only game in town; your market knows that, and you need to know it, too.
E                              Extract 5
Be specific when you promise something, and by all means, deliver on that promise. If something prohibits you from delivering on that promise, you need to notify the customer as soon as possible, be upfront about why you cannot deliver, and inquire as to what you can do to make amends. Your business’s credibility is at stake, so do not take this lightly. Otherwise, the expectations that you’ve set for your customers will be one of disappointments, which is a surefire way to kill your business.
In this way, customer expectations will be set more realistically.
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答案A
解析
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