MSE L1-2

What is a service product?

• Only the tangible parts of a service.

• Only the intangible parts of a service.

• tangible and intangible elements that create value for customers.

• The delivery process of a service.

A service product is composed of which of the following?

• a) Core product, supplementary services, and delivery processes.

• b) Core product and supplementary services only.

• c) Supplementary services and delivery processes only.

• d) Core Product, delivery process and enhancing services

What is a core product?

• a) A service that augments the main product.

• b) The central component that provides the main, problem-solving benefits customers are looking for.

• c) The processes used to deliver the service.

• d) All tangible elements of a service.

What is the purpose of supplementary services?

• a) To replace the core product.

• b) To deliver the core product.

• c) To augment the core product

• d) To solve all the customer's problems.

What are the two types of supplementary services?

• a) Core and augmenting.

• b) Tangible and intangible.

• c) Facilitating and enhancing.

• d) Problem-solving and value-creating.

Which of the following is NOT an enhancing service?

• a) Consultation.

• b) Hospitality.

• c) Billing.

• d) Exceptions.

According to the "Flower of Service" model, what are the four facilitating services?

• a) Consultation, Hospitality, Safekeeping, and Exceptions.

• b) Information, Order-taking, Billing, and Payment.

• c) Information, Consultation, Order-taking, and Exceptions.

• d) Billing, Payment, Hospitality, and Safekeeping

What is the primary purpose of facilitating services

• a) They are designed to add extra value and differentiate the service from competitors.

• b) They are the central component of the service that provides the core benefit.

• c) They are necessary services that enable customers to use the core product.

• d) They are services that help handle special requests and solve problems.

What is the primary purpose of enhancing services

• a) To provide basic information and collect payments from customers.

• b) To make the use of the core service easier and more convenient.

• c) To add extra value, differentiate the service, and increase customer satisfaction.

• d) To handle all aspects of the service delivery process.

What is the purpose of Information

• a) To add extra value to the core service.

• b) To collect and process customer payments.

• c) To handle customer complaints and special requests.

• d) To provide relevant details needed to obtain full value from a good or service.