Assessment
Part A
Short Answer Questions:
Your task: Provide a detailed response to each of the following questions.
1. Explain how informal and formal research can be used to develop quality customer service. Provide an example for each research method.
Response
2. Why is it important to have an understanding of your competition in order to plan for quality customer service?
Response
3. When developing market knowledge, it is essential to have an awareness of how the market is divided. Explain each of the following segments of the market. Provide examples of how each segment can influence customer choices and trends.
Response
Demographic segmentation
Geographic segmentation
Psychographic segmentation
Behavioural segmentation
4. Why is it crucial for a manager to have in-depth knowledge of internal and external business environments to provide quality customer service? Provide 2 examples each, for internal and external
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