Knowledge Questions $(1$ mark each$)$ a$.$ What is after$-$sales service? b$.$ Why is after$-$sales service important? c$.$ What are the steps in the after$-$sales service process? d$.$ What is effective communication?

Multiple$-$Choice Questions $(1$ mark each$)$ a$.$ Which of the following is not a step in the after$-$sales service process? i$.$ Identifying customer needs ii$.$ Providing solutions iii. Following up iv$.$ Ignoring customer complaints b$.$ Which of the following is not a component of active listening? i$.$ Paying attention ii$.$ Interrupting iii. Paraphrasing iv$.$ Providing solutions c$.$ Which of the following is not a conflict resolution strategy? i$.$ Avoiding ii$.$ Accommodating iii. Competing iv$.$ Compromising d$.$ What is the goal of effective communication? i$.$ To dominate the conversation ii$.$ To understand and be understood iii. To show off knowledge iv$.$ To criticize others

Application Questions $(2$ marks each$)$ a$.$ Case Study: A customer has complained about a faulty appliance. How would you handle this situation using the after$-$sales service process? b$.$ Scenario: You are dealing with a difficult customer who is unhappy with the appliance they purchased. How would you use interpersonal skills to resolve the conflict?