Alison receives a phone call from an Easy-Wash customer service representative who wants information on Alison's experience with the washer dryer combination that she had recently purchased and overall the 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

Question

Quizplus · Accepted Answer

The phone call from an Easy-Wash customer service representative is a post-purchase follow-up aimed at reducing the possibility of post-purchase dissonance in Alison's mind. It allows Alison to communicate any concerns or issues she may have had, and gives Easy-Wash the opportunity to address those concerns, reinforce the positive aspects of the purchase, and ultimately reduce the likelihood that Alison will return the product or experience any negative feelings about the purchase.

Alison Receives a Phone Call from an Easy-Wash Customer Service