In the context of a firm's overall sales efforts, "customer service" is best described as
a) The entire process of interacting with a customer to convince them to make a purchase
b) Service that is required to solve a problem that a customer had with a previous purchase
c) Websites or other technology that enables customers to make purchases with little or no interaction with a salesperson
d) Extra attention devoted to key customers by a dedicated major accounts team
e) A service or services that the firm sells to customers
Answer: b) Service that is required to solve a problem that a customer had with a previous purchase