MENU
Read the use case below to determine if the customer service relationship is B2B or B2C.
Mary Contrary experiences a power outage and call the electrical company. The agent determines the outage
is local to the customer and scheduled a technician to Mary's house.
Suggested Answer: A
Get Premium CIS-CSM Questions
as Interactive Web-Based Practice Test or PDF
Real Exam Format
Detailed Explanations
Instant Access
Get Your Practice Test
35 comments · newest first
LO
Louisa
10 months ago
I'm not so sure, what if Mary was a landlord?
SA
Salena
11 months ago
Wait, could it be B2B if Mary owns a business?
ER
Erasmo
11 months ago
I agree, it's all about individual customers here.
JE
Jeanice
11 months ago
Nah, it's clearly B2C, she's just a homeowner.
LO
Louvenia
11 months ago
Definitely B2C, it's a residential service.
CO
Cory
11 months ago
I keep mixing up B2B and B2C, but since it's about a home service, I guess it has to be B2C, right?
CO
Cory
12 months ago
I remember a similar question where a customer called for service at their home, and it was definitely B2C.
TO
Toshia
12 months ago
I'm not entirely sure, but it seems like B2B could apply if the electrical company was dealing with a business instead.
FR
Francisca
1 year ago
I think this is B2C since Mary is a residential customer calling for personal service.
TE
Teri
1 year ago
I think I've got it. Since the electrical company is dealing directly with the individual customer Mary, rather than a business, this has to be a B2C relationship. The question gives a pretty clear use case for that.
DE
Detra
1 year ago
Okay, let me walk through this step-by-step. The customer is an individual named Mary Contrary, not a business. And the electrical company is providing service directly to her home. So I'm going to go with B2C for this one.
JE
Jesusa
1 year ago
Hmm, I'm not totally sure about this one. The question doesn't provide a lot of detail about the relationship between the customer and the electrical company. I'll have to think it through carefully.
SA
Santos
1 year ago
This one seems pretty straightforward to me. The customer service interaction is with an individual customer, not a business, so it's clearly a B2C scenario.
RO
Ronny
1 year ago
That's a good point, Oliva. But since it's Mary's personal power outage, I still think it's B2C.
BU
Bulah
1 year ago
Ha! I bet Mary wished she could just flip a switch and the power would come back on. Alas, we can't all be superheroes.
BE
Beth
1 year ago
Ha! I bet Mary wished she could just flip a switch and the power would come back on. Alas, we can't all be superheroes.
LI
Linwood
1 year ago
Mary Contrary is a residential customer, so it is a B2C relationship.
MA
Matthew
1 year ago
A) B2C
OL
Oliva
1 year ago
I see your point, but could it be B2B if Mary was calling on behalf of a business?
HO
Horace
1 year ago
B2C, for sure. Mary's a regular cusTheroner, not a business cusTheroner. The electrical company is providing a service to a household, not a company.
AL
Alyssa
1 year ago
B2C all the way. The electrical company is serving an individual, not a business.
JE
Jeanice
1 year ago
Definitely B2C. Mary is just a regular customer, not a business.
VI
Virgie
1 year ago
A) B2C
ED
Edison
1 year ago
I agree with Stanford, it's definitely B2C since it's a direct interaction with an individual customer.
HU
Huey
1 year ago
Hmm, I'm not sure. The scenario doesn't give enough information to determine if this is a B2B or B2C situation.
IS
Isaac
1 year ago
I agree, the scenario seems to involve a direct interaction with a consumer.
AL
Alexis
1 year ago
I think it's B2C because Mary is a residential customer.
KR
Kristeen
1 year ago
B) B2B
NI
Nieves
1 year ago
A) B2C
TH
Theron
1 year ago
I think it's B2B. The electrical company is providing a service to a cusTheroner, which sounds like a business-to-business relationship.
ST
Stanford
1 year ago
I think this is B2C because Mary is a customer calling for personal service.
ZI
Zita
2 years ago
Definitely B2C. Mary is a customer, not a business client.
CO
Coral
1 year ago
That makes sense. The focus is on providing service to an individual customer.
AH
Ahmad
1 year ago
Definitely B2C. Mary is a customer, not a business client.
BR
Broderick
1 year ago
A) B2C