Question

Alison receives a phone call from an Easy-Wash customer service representative who wants information on her experience with the washer-dryer combination that she had recently purchased and the overall purchase and installation experience. Alison claims that she is extremely satisfied with the purchase and the company's responsiveness.
This customer service practice by Easy-Wash is undertaken to:

A. offer the customer a substantial assessment of available alternatives by providing a marketing source of information
B. help the customer in the process of alternative evaluation
C. reduce the perceived psychosocial risks associated with the decision to purchase the product
D. reduce the possibility of postpurchase dissonance in Alison's mind

Answer 1

Answer:

The customer service practice by Easy-Wash is undertaken to help the customer in the process of alternative evaluation.

Option: (B)

Explanation:

• In order to retain the customer for a long time, the Easy-Wash customer service attempts to plant a thought in the customer's mind about how her decision of buying the Easy-Wash product was a good decision.
• Through the call made by the customer service executive, the company successfully reinforced the thought in the customer's mind that Easy-Wash is the best choice above all.