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Exam (elaborations) MNM3712 - Customer Relationship Management (MNM3712)
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Exam (elaborations) MNM3712 - Customer Relationship Management (MNM3712)
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MNM3712ASSIGNMENT 2
SEMESTER 1
YEAR 2022
, ASSESSMENT 2
Question 1
Design an after-sales survey consisting of five questions that Gary Rom can use to measure customer
satisfaction. Explain to Gary Rom's management why you have included each question and what you
hope to achieve or understand from the customer responses. [10]
After Sales Survey
Question 1. How long have you been a client of Gary Rom's Hair Dressing ?
Explanation : Such question is very important to Rom's management because it measures the
satisfaction of clients . If a client has been using their service for a long time , it certainly means one is
really in good books with the service provider . A client who has been treated badly will never come
back again . Your customers' opinions and feedback are two of the most important factors that validate
important decisions within your business, catalyzing your business’s sustainability and growth.
Question 2. Which alternatives did you consider before choosing Gary Rom's Hair Dressing ?
Explanation : This question is also very important to Gary Rom's management because once clients
know that they offer best services , they will be in a position to keep up the good work especially on
improving service delivery strategies .Their opinions also shape the customer lifecycle. If you don’t know
what your customers think, you have a lower chance of retaining them, delighting them, and enticing
them to make future purchases.
Question 3. How often do you come for our services at Gary Rom's Hair Dressing?
Explanation : The question is ideal to the Gary Rom's management as it reflect on the rate at which
people demand their service . Good customer care attracts more clients . Good customer care involves
looking after customers to best ensure a delightful interaction and satisfaction with a business as well as
its goods, services, and brand. Instead of just making a sale, good customer care ensures that customers
are cared for, their needs are listened to, and they get help in finding the right solution. This question
measures the motivation and power of influence from Gary Rom's management .
Question 4. What are your favourite three hair styles which Gary Rom's Hair Dressing is the best at ?
Explanation : The question is important to Gary Rom's management as it seems to evaluate the variety
of hair styles offered ,are they convincing people to keep on coming . If yes ,it means the service
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