Q.Kumar wanted to purchase a fuel efficient car having the latest standards regarding minimisation of pollution. He saw an advertisement offering such a car and visited the showroom of the company wherein the car was displayed. In his discussion, the Marketing manager told him that the company is providing credit facilities, maintenance services and many other effective services which are helping in bringing repeat sales and developing brand loyalty. Identify the marketing function which the Marketing manager was discussing with Kumar.

The question describes a company that doesn't just manufacture and sell products — it actively manages the entire post-purchase experience. This is the heart of what modern marketing calls customer support services, and it's worth understanding why this function has become so central to competitive strategy.

Marketing isn't merely about pushing products into the market. Once a customer buys a smartphone or an air conditioner, the relationship has only just begun. Will the product work as promised? What happens when something goes wrong? Can the customer afford it comfortably? These questions define whether that customer returns, recommends the brand, or switches to a competitor. NV Electronics recognizes this reality.

The activities mentioned — handling complaints speedily, providing maintenance services, and procuring credit facilities — all fall under the umbrella of customer support services. Let's see why each matters:

• Handling complaints speedily: Every product occasionally fails or disappoints. A company that resolves issues quickly transforms a potential detractor into a loyal advocate. Speed signals respect for the customer's time and trust.
• Providing maintenance services: Complex products like home entertainment systems and air conditioners require periodic servicing. Offering this directly removes friction and keeps the product performing well, which reinforces the purchase decision.
• Procuring credit services: High-value items often need financing. By arranging credit, the company removes a barrier to purchase and makes ownership accessible to more customers.

To understand why this is the correct answer, we need to look at what the Marketing Manager is actually offering Shridhan. He is not talking about how the car was designed or developed, nor about the overall marketing plan for the company, nor about creating a brand name or logo. Instead, he is describing a set of services that come after the purchase — credit to make buying easier, maintenance to keep the car running, and other services that encourage Shridhan to come back to the same company for future needs.

In the NCERT textbook for Class 12 Business Studies, the marketing function of Customer Support Services is defined as a set of activities that ensure a customer gets maximum satisfaction from a product after the sale. This includes things like after-sales service, handling complaints, providing credit, maintenance, and even installation or repairs. The key idea is that these services are not just about selling the car once — they are about building a long-term relationship so that the customer becomes loyal and returns for repeat purchases.

Let’s quickly rule out the other options to be thorough:

• Product Designing and Development is about creating the actual product — its features, shape, and performance. The manager is not discussing how the car was designed.
• Marketing Planning involves setting goals, deciding on strategies, and allocating resources for the entire marketing effort. The manager is not outlining a plan; he is talking about specific services offered. …

When Kumar walked into the showroom, he was not just looking at a car — he was evaluating a complete package. The advertisement had promised a fuel-efficient, low-pollution vehicle, but what sealed the deal in his mind was the conversation with the marketing manager. The manager spoke about credit facilities, maintenance services, and other effective services that go beyond the sale itself. This is not a casual afterthought; it is a deliberate marketing function known as Customer Support Services.

In the NCERT Class 12 Business Studies textbook (Chapter 11: Marketing), Customer Support Services is listed as one of the key functions of marketing. It covers all the assistance a company provides to its customers after they have made a purchase. Think of it as the bridge between a one-time buyer and a loyal, repeat customer. The logic is simple: a satisfied customer is the best advertisement a company can have.

The manager’s mention of credit facilities is a classic example. Not everyone can pay the full price upfront. By offering credit, the company makes the car accessible to more people, reducing the immediate financial burden. This is not just a favour — it is a strategic move to increase sales volume. Similarly, maintenance services ensure that the car runs smoothly long after it leaves the showroom. If a customer knows they can get reliable service and spare parts, they are far more likely to choose this brand over a competitor who sells the car and then disappears. …