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Module 2: The Importance of Service
Review Questions
You are on the phone with a customer discussing service contracts,
when your customer tells you, “I have purchased service contracts
from other vendors in the past and have not been satisfied with
them. Most of their offerings weren’t related to my needs."
How would you respond?
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Select the best answer from the choices below. |
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A. |
”Cisco is by far
the #1 networking equipment maker in the country. Your previous
purchase was from an inferior company, therefore leading to
inferior services.” |
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B. |
”Harvard University
conducted a study comparing customer satisfaction levels of
customers with and without service contracts. According to the
study, customers with service contracts had a higher satisfaction
rating than those without." |
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C. |
”If you were not
satisfied with the service contracts from your previous vendor,
then you most likely would not be satisfied with a Cisco service
contract." |
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D. |
”Cisco makes every
effort to ensure customer satisfaction. Every year, Cisco conducts
a customer survey to determine customer satisfaction level.
Cisco then uses this feedback to validate and improve services
based upon the needs of the customer." |
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