Podcast
Questions and Answers
What is the Exascale Services' commitment to its customers?
What is the Exascale Services' commitment to its customers?
- Exceeding expectations through white glove service (correct)
- Meeting customer needs partially
- Providing standard service
- Ignoring customer concerns
What is the result of Exascale Services' commitment to its customers?
What is the result of Exascale Services' commitment to its customers?
- Loss of trust
- Decreased sales
- A net promoter score of 90% (correct)
- Increased dissatisfaction
What is Service Excellence according to Exascale Services?
What is Service Excellence according to Exascale Services?
- Transaction-based sales
- Ignoring customer needs
- Only supporting customers after sales
- A collective effort requiring total commitment from every department (correct)
What is the foundation of effective communication in sales?
What is the foundation of effective communication in sales?
What enables Exascale Services to customize its approach to each prospect?
What enables Exascale Services to customize its approach to each prospect?
What demonstrates Exascale Services' dedication to building relationships with prospects?
What demonstrates Exascale Services' dedication to building relationships with prospects?
What benefit do customers receive when they sign a maintenance agreement with Systel?
What benefit do customers receive when they sign a maintenance agreement with Systel?
What does following up promptly on any open item achieve?
What does following up promptly on any open item achieve?
What is Systel's primary focus when dealing with customer issues?
What is Systel's primary focus when dealing with customer issues?
What is the condition for Systel's total satisfaction guarantee?
What is the condition for Systel's total satisfaction guarantee?
What can a customer do if they are not totally satisfied with their equipment?
What can a customer do if they are not totally satisfied with their equipment?
What is the result of Systel's customer centric approach?
What is the result of Systel's customer centric approach?
How long have some customers returned to Systel for support?
How long have some customers returned to Systel for support?
What makes Systel a trusted provider of business equipment?
What makes Systel a trusted provider of business equipment?
Study Notes
Exascale Services
- Exascale services are the heart of everything the company does, from the first interaction to ongoing support, with a commitment to exceeding customer expectations.
Service Excellence
- Service excellence is a collective effort requiring total commitment from every department within the organization.
- It involves moving beyond transactional sales processes and prioritizing relationship building through:
- Effective communication
- Genuine curiosity
- Timely responses
- Clear communication ensures prospects receive information transparently and effectively.
- Genuine curiosity helps understand each prospect's unique challenges and needs, enabling customization of approach.
Engaging Prospects
- Probing questions create an environment where customers feel comfortable sharing their unique challenges and goals.
- Timely responses demonstrate dedication and are crucial to building relationships and nurturing long-term partnerships.
- Prompt follow-up on open items further solidifies rapport and trust.
Maintenance Agreement Benefits
- Customers who sign a maintenance agreement with Systel receive substantial benefits, including:
- Priority service with a four-hour response time for devices that are completely down
- A total satisfaction guarantee, which allows customers to exchange equipment if not satisfied
- This guarantee is written into the Systel Guaranteed Maintenance Agreement (Item 11) and is valid as long as the machine is under maintenance agreement.
Customer Centric Approach
- The company's customer-centric approach differentiates it in the market and keeps customers returning year after year.
- This approach has led to long-term relationships, with some customers returning for support for over four decades.
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Description
This quiz covers the significance of exascale services in exceeding customer expectations, with a focus on service excellence through effective communication and relationship building.
