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WorksheetsServices Marketing: Service Delivery Process
Total questions: 18
Worksheet time: 10mins
Which of the following is not an element of physical evidence?
Employee dress
Employee training
Equipment
Facility design
.......is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer's point of view.
Front end planning
Service blueprinting
Service standardization
None of the above
.....is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
Servicespace
Servicescape
Serviceplace
Servicescope
'.......is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone."
Service culture
Corporate culture
Service Triangle
Service Quality Dimensions
From Following which are Service Industries
Banking & Insurance
Reliance Fresh
Heath Club
Uber
TATA Moters
..... is the difference between customer expectations and customer perceptions.
Customer delight
Customer satisfaction
Customer gap
Supplier gap
.......is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer's point of view.
Front end planning
Service blueprinting
Service standardization
None of the above
Product refers to...
Where the product is sold
The good/service the consumer purchase
The price a consumer will pay for the product
The way a consumer is made aware of the product
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.
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
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
Which of the following does NOT define 'a service'?
A system that provides the public with something it needs.
A thing produced by labour or effort.
The work or the quality of work done by somebody when servicing a customer.
Which of the following best defines customer service?
Act or manner of serving food and beverages.
All positive moments experienced between hospitality employees and customers.
Someone who purchases products or services from a business.
Total customer experience with a business.
Which of the following are examples of back-of-the-house employees?
Front desk clerks, reservation agents, and bell attendants.
Hosts, hostesses, and parking attendants.
Housekeepers, building engineers, and laundry attendants.
Servers, cashiers, and concierges.
Which of the following is not a description of quality service provided by a customer-focused employee?
Responding quickly to customer requests.
Avoiding immediate eye contact.
Having good posture and appearance.
Smiling warmly at the customer.
