31. For the customer service department, when considering self-service options f

Question

31. For the customer service department, when considering self-service options for customers, what is the best approach? a. b. c. d. prioritizing direct CSR contact with the customer whenever possible prioritizing self-service for the customer whenever possible balancing CSR contact and self-service having all options available to all customers, and allowing the customer to choose . CSR: Customer Service Representative 32. One of the challenges in a sales department's transition to customer strategy is: more sales reps have fewer responsibilities CRA a. ne 13 b. it becomes more difficult to share information across the firm c. commissions often decrease d. sales reps' work becomes more visible 33. Segment management is best suited for: a. small-to-medium businesses b. large businesses ir customers individually

Explanation / Answer

31- d. having all options available for all customers, and allowing the customer to choose.

32- b. it becomes more difficult to share the information across the firm.

33- c . businesses who already identify customers individually and differentiate them by value

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