Joy calls a mobile phone store to inquire about a new phone available in the market.The customer service operator sends her an e-mail with the product details along with other specifications Joy requested.Which of the following types of touch 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

This is a customer-initiated touch point as Joy initiated the interaction by calling the mobile phone store to inquire about the new phone. The e-mail sent by the customer service operator is just a follow-up to the customer's initial interaction.

Joy Calls a Mobile Phone Store to Inquire About a New