Setting & Exceeding Customer Expectations


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Why is it important for businesses to set and exceed their customers' expectations?

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1. An organization that offers custom training programs held on-site at clients' offices books a small class for only six engineers at a small company that will bring in revenue of $6,000. Later that day, the organization is contacted by another client who is requesting a much larger class on the same day that would bring in revenue of $15,000. They respectfully decline, keeping the commitment to the first client. This is an example of _____.

2. How can you clarify expectations with a customer?

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About This Quiz & Worksheet

In a business world where communication between retailers and customers has dwindled, it is important for companies to provide their customers with clear expectations. Take this quiz to check your understanding of the strategies and practices used by businesses today.

Quiz & Worksheet Goals

This quiz will check for understanding of several topics, including the following:

  • Steps in meeting customer expectations
  • Importance of commitment to customers
  • Clarifying customer expectations
  • Concept of under-promise and over-deliver

Skills Practiced

  • Reading comprehension - ensure that you draw the most important information from the related business lesson
  • Information recall - access the knowledge you've gained regarding the steps in setting and meeting customer expectations
  • Knowledge application - use your knowledge to answer questions about clarifying expectations and communicating policies

Additional Learning

For more information on this topic, check out the related lesson titled Setting & Exceeding Customer Expectations. It will meet the following objectives:

  • Learn the four basic keys to managing and surpassing customer expectations
  • Understand the importance of making commitments
  • Review the best practices and strategies of customer expectations