Services Marketing

A strategy to enter the market by creating and offering a service that is perceived as being unique is called ...

• Overall Cost Leadership Strategy

• Differentiation Strategy

• Focus Strategy

• Unique Strategy

What is the Service Blueprint used for?

• A flowchart on how a service will be delivered.

• Specifying the physical evidence to facilitate customers.

• A guidance for staff actions and interactions with customers.

• All are correct.

An example of physical evidence of a courier service is ...

• Friendly staff

• On time delivery

• Tracking system

• Delivery fleet/vehicles

The combination of the intangible of services and the customer as a participant in service delivery gives result of ...

• service heterogeneity

• service quality

• service interaction

• service customization

When buying a product, customer is able to see, feel or test it before purchase. For a service, however, the customer rely on ...

• physical evidences/facilities

• location

• price

• no answer is correct

Offering a special product that no other business has is called

• matching the price that other competitors have on the same product

• a stock item

• a unique selling point

• a new product

Methods used to encourage regular customers to keep coming back are called

• Special offers

• Guarantees

• Loyalty Programs

• Discounts

To treat customers with honesty, trust and in confidence is termed

• Good business sense

• Being friendly

• Following business rules and regulations

• Professional ethics

A step by step approach to dealing with a customer complaint is termed a

• Policy

• Solution set

• Procedure

• Resolution

When developing your Customer experience strategy, it is best to:

• Consider the needs of your Customers

• Look at what kind of Organization you are

• Adopt practices from other leading Organization

• Consider both the needs of your Customers & what kind of Organization you are