Examen Servicio Al Cliente

Explanation
To satisfy customers, it is not enough to just address their complaints or dissatisfaction. It is necessary to adopt a proactive attitude. This means actively anticipating and addressing customer needs and concerns before they even arise. By taking a proactive approach, businesses can demonstrate their commitment to customer satisfaction and build stronger relationships with their customers. This can lead to increased loyalty, repeat business, and positive word-of-mouth recommendations.

Explanation
La identificación de los clientes de una organización debe comenzar por determinar quiénes son los clientes externos y los clientes internos de la organización, así como entender cuáles son sus necesidades. Esto es fundamental para poder desarrollar estrategias efectivas de marketing y satisfacer las demandas de los clientes de manera adecuada.

Explanation
Los clientes deben percibir que en los productos y servicios que adquieren existe una relación de costo y beneficio. Esto significa que los clientes deben sentir que están obteniendo un valor adecuado por el precio que están pagando. Deben percibir que los beneficios que obtienen del producto o servicio superan o igualan el costo que están pagando por él. Esto puede incluir aspectos como la calidad del producto, su utilidad, durabilidad, conveniencia, entre otros. Los clientes deben sentir que están obteniendo más beneficios de lo que están pagando, lo cual genera satisfacción y fidelidad hacia la empresa.

Explanation
The statement suggests that unhappy customers are those who would claim a sweater is red even if someone assures them it is white. The correct answer is "False" because this statement is a generalization and not necessarily true for all unhappy customers. Unhappy customers can have various reasons for their dissatisfaction, and it is not accurate to assume that they would always contradict what they are told.

Explanation
This type of customer, labeled as "El cliente infeliz" (The unhappy customer), is someone who enters a commercial establishment with the preconceived notion that they will not find what they are looking for. They may have had previous negative experiences or simply have a negative attitude towards the establishment. This customer is likely to be dissatisfied and may express their unhappiness or complain about their experience.

Explanation
The statement suggests that a "conversational customer" is someone who enters a store to buy a device and ends up sharing their life story before leaving. This implies that the customer is very talkative and enjoys engaging in conversations with the store staff. Therefore, the correct answer is "Verdadero" or "True."

Explanation
This answer suggests that the type of customer who finds it difficult to explain what they are looking for is "El que no habla" which translates to "The one who doesn't speak". This implies that the customer may have difficulty expressing their needs or preferences verbally, making it challenging for the person assisting them to understand and fulfill their requirements.

Explanation
The correct answer is "Falso" (False). This means that the statement "The indecisive customer is the one who interrupts you when you are in the middle of a conversation with another customer and demands your immediate attention" is not true. The question implies that an indecisive customer is someone who interrupts and demands immediate attention, but the correct answer states that this is false.

Explanation
The correct answer is "Siempre dime la verdad" because the customer is asking for the supplier to be honest and provide accurate information regarding delivery times, the time of quotation delivery, and their genuine interest in the customer's business. This implies that the customer values transparency and expects the supplier to always tell the truth.

Explanation
La voz del cliente se escucha tanto en sus expresiones verbales como en las no verbales, como sus gestos, actitud, entusiasmo y grado de confianza. Estas señales no verbales pueden ser igual de importantes e informativas que las palabras que utiliza el cliente para expresar sus opiniones y necesidades. Por lo tanto, es cierto que la voz del cliente se escucha en el contexto en general.