2015 / 2016

Nome:___________________________________________________________________ Nº_______

Classificação:___________________________________Ass.Prof:____________________

Teste Diagnóstico

1. Diga o que entende por atendimento

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

2. Achas que as novas tecnologias influenciam o atendimento? De que forma?

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

3. Quais os momentos chave do atendimento?

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

4. Pode dar um exemplo de um produto/serviço que compre habitualmente e que tenha um

serviço de pós-venda?

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________
5. Refira todos os passos desse serviço e dê a sua opinião sobre o mesmo.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

6. Qual a postura adequada do comercial no pós-venda?

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

7. Mencione duas regras úteis para lidar com clientes descontentes.

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

8. O que significa a sigla 7P’s?

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

9. Quais as fases do atendimento pós-venda?

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

10. O que entende por uma garantia e qual a influência da mesma no pós-venda?

_____________________________________________________________________________
_____________________________________________________________________________
_____________________________________________________________________________

Bom trabalho! 