Products and Services - Features and Benefits

Which of the following is NOT a service?

• Hairdressing

• MOT

• Bar of chocolate

• Dentist

A product is...

• Tangible

• Intangible

A service is...

• Tangible

• Intangible

Which of the following is a benefit of a laptop?

• 7 hours battery life

• Portable - can easily carry to different locations

• 4 GB storage

• 15" screen

It's important for customer service employees to keep their knowledge of the organisation's products and services up to date so

• they can get a pay rise

• they can make customers unhappy

• they can answer customer questions

• they can get more holidays

A benefit of a product is

• the negative impact it has on the customer

• the positive impact it has on the customer