UFCD: 397 Professor:   

 
  Nome: Nº:    Turma:
 

  Classificação: E.E.: Data:    / /

Atendimento e serviço pós-venda

Ficha formativa
   

Grupo I (10 valores)

1.  Identifique os três níveis do produto.

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2. Identifique as caraterísticas dos serviços.
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3.  Distinga consumidor de cliente.
 
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4. Indique cinco razões que justifiquem o serviço pós- venda.
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Grupo II (10 valores)

1. Indique dez competências fundamentais para a linha da frente.

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2. Indique as “leis” do atendimento pós-venda.

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3. Indique as ações a ter em conta no pós-venda.

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4. As reclamações são um dos elementos do pós-venda. Explique como deve ser

efetuada a gestão das reclamações.
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