Question

$4$

Study the information below and answer the questions.

McDonald's has a service policy called Q

$,$

$$S

$,$

$$C and

$$

$($

Quality

$,$

$$Service$,$ Clean, Value

$)$

$$which was laid down by the founder of the business, Ray Kroc.

Every single McDonald's store across the world has to follow this customer service policy.

$4$

$.$

$1$

$$Explain the factors that affect customer service.

$($

$4$

$\backslash$times

$2$

$)$

$($

$8$

$)$

$4$

$.$

$2$

$$You are the marketing officer of McDonald's. What procedures will you follow when executing the following?

$4$

$.$

$2$

$.$

$1$

$$Opening an interaction with customers

$4$

$.$

$2$

$.$

$2$

$$Filling out a complaint form

$4$

$.$

$2$

$.$

$3$

$$Closing an interaction

$4$

$.$

$3$

$$State FOUR nonverbal clues for identifying an unhappy customer.

$4$

$.$

$4$

$$Identify and explain two categories of customer and give examples of each.

$4$

$.$

$5$

$$List five guidelines to a good customer service.

Total marks

$($

$5$

$3$

$)$

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