Store Management WASSCE (SC), 2022

Question 1

 

  1. What is aftersales service?
  2. State four benefits of customer service.
  3. State five advantages of shareholding

     

Observation


  1. Comments

    1. Candidates’ performance was okay.
    2. Part (b) of the question was fairly attempted by the candidates.
    3. Part (c) of the questions was well-attempted.

    (a)        Aftersales service is a service provided to customers after goods have been purchased in the form of home delivery, installation and maintenance.
     
    (b)        Benefits of customer service

    1. It is used as a competitive tool by an organization;
    2. It is used as extra attraction for customers to patronize the product;
    3. It creates goodwill and good public image for the organization;
    4. It is associated with giving of warranty in the form of repairs;
    5. It helps to resolve customer’s complaints;
    6. It promotes customer’s loyalty;
    7. It helps to encourage customer recommendation;
    8. It leads to increase in profit;
    9. It helps to build customer’s confidence in the organization;
    10. It improves employees’ morale; and
    11. It can reduce costs for the organization;
    12. It promotes customer conversion.

                                                                                       
    (c)        Advantages of shareholding

    1. It attracts dividends;
    2. It enjoys bonus shares;
    3. It attracts right issues;
    4. It attracts right issues;
    5. It permits attendance and voting at meetings;
    6. Share certificates can be used as collateral for loans;
    7. Liability is limited to investment in the shares;
    8. There is opportunity for capital gain;
    9. It helps to spread or reduce risk;
    10. It helps to encourage savings;
    11. There is liquidity benefit for the holders;
    12. There is transferability benefit to the holders;
    13. It creates prestige for the holders; and
    14. It helps in retirement planning.