Question

You are a manager at Sunnydale Appliances. A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information. According to the text, this is an example of?

1) Customer churn
2) Posttransaction customer service
3) Customer management
4) Pretransaction customer service

Answer 1

The correct answer is posttransaction customer service, which involves interactions with a customer following a purchase, such as dealing with warranties and product issues.

Step-by-step explanation:

The scenario described is posttransaction customer service. When a customer reaches out to a business after making a purchase, particularly when inquiring about a warranty for a dishwasher, they are engaging in the post-purchase interactions with the business. These interactions are a critical aspect of customer service, aiming to support, resolve issues, and maintain a positive relationship. The objective is to reduce customer churn (the loss of clients or customers), handle customer management efficiently, and possibly enhance future pretransaction customer service by learning from this interaction.

Guarantees, warranties, and service contracts are forms of explicit reassurance that sellers provide to customers, indicating the seller's commitment to quality and customer satisfaction, both before and after a purchase is made.