Joy calls a mobile phone store to enquire about a new phone available in the market. The customer service operator sends him an e-mail about the product details along with other special specifications Joy requested. Which of the following types of contact points is illustrated in this scenario?
A)Company created touch point
B)Intrinsic touch point
C)Extrinsic touch point
D)Unexpected touch point
E)Customer-initiated touch point

Question

Quizplus · Accepted Answer

The scenario describes a customer-initiated touch point, as Joy reached out to the mobile phone store to make an enquiry about their new phone. The email sent by the customer service operator can be considered as a response to Joy's initial contact, making it a customer-initiated touch point.

Joy Calls a Mobile Phone Store to Enquire About a New