PSM Unit 1 (Part II)

Which feature of services refers to the fact that services cannot be seen, tasted, felt, heard, or smelled before they are bought?

• Perishability

• Intangibility

• Variability

• Inseparability

In the context of services, what does inseparability refer to?

• The production and consumption of a good are two separate activities

• The quality of services depends on who provides them

• The consumption of a service is said to be inseparable from its means of production

• Services cannot be stored like a product for later sale or use

What term is used to describe the fact that services are produced 'live' and the quality depends on who, when, where, and how they are provided?

• Perishability

• Inseparability

• Variability

• Intangibility

Which feature of services refers to the fact that services cannot be stored like a product for later sale or use?

• Perishability

• Inseparability

• Variability

• Intangibility

What is the main element of service that reflects the shared values and beliefs driving the organization?

• Service quality

• Customer experience

• Service culture

• Employee engagement

What is the extent to which employees feel passionate about their jobs, are committed to the organization, and put limitless effort into their work?

• Customer experience

• Employee engagement

• Service culture

• Service quality

What term is used to describe customers' holistic perception of their experience with a firm or brand?

• Service quality

• Customer experience

• Employee engagement

• Service culture

Which classification of service involves tangible actions to people's bodies and requires customers to be physically present throughout the service delivery?

• Possession-processing

• Mental-stimulus Processing

• Information Processing

• People-processing

What is a typical job responsibility of a customer service representative that involves handling inquiries made via email, telephone, or in person?

• Data Entry

• Solving Problems

• Handling Complaints

• Sales Role

What is a common requirement for a customer service officer's job due to the nature of tasks involving customer relations?

• A great deal of patience

• Work well with people

• Excellent verbal and written communication skills

• Ability to remain calm when dealing with angry or upset calls from customers