What is a potential negative consequence of online shopping related to customer service?

What is a potential negative consequence of online shopping related to customer service?

• A. Increasing competition for business from overseas
• B. Lack of human contact
• C. Consumers without internet access may be excluded
• D. Poor aftersales service

Answer: (D)

Online shopping shifts much of the service experience to what happens after the purchase, so the most important area to watch is aftersales support. If the help customers rely on after they’ve bought a product is poor—slow responses, unresolved issues, complicated return or warranty processes—it directly harms the quality of customer service. This leads to frustration, a damaged reputation, and potential loss of repeat business, which is a clear negative consequence of online shopping. While lack of human contact is a feature of online shopping and affects service style, and excluding customers without internet access or competition from overseas relate to other business dynamics, they don’t describe the direct failure of service after a sale as clearly as poor aftersales service does.

Online shopping shifts much of the service experience to what happens after the purchase, so the most important area to watch is aftersales support. If the help customers rely on after they’ve bought a product is poor—slow responses, unresolved issues, complicated return or warranty processes—it directly harms the quality of customer service. This leads to frustration, a damaged reputation, and potential loss of repeat business, which is a clear negative consequence of online shopping.

While lack of human contact is a feature of online shopping and affects service style, and excluding customers without internet access or competition from overseas relate to other business dynamics, they don’t describe the direct failure of service after a sale as clearly as poor aftersales service does.