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WorksheetsIQ#4 MODULE 4 SERVICE MARKETING
Total questions: 10
Worksheet time: 5mins
IT IS THE PROCESS OF CONSISTENTLY AND OBJECTIVELY FINDING, GATHERING, AND CONVERTING DATA ON THE ENVIRONMENT AND THE MARKET THAT CAN BE USE TO MAKE BETTER DECISIONS.
RESEARCH
CUSTOMER RESEARCH
MARKETING RESEARCH
ENVIRONMENTAL RESEARCH
THIS REFERS TO THE SERVICE PROVIDER'S ABILITY TO DELIVER THE PROMISED SERVICE ON TIME.
ASSURANCE
RELIABILITY
EMPATHY
RESPONSIVENESS
A CUSTOMER'S EXPECTATIONS FOR DESIRED SERVICE CHANGE AS HE LEARNS MORE ABOUT THE AVAILABLE OPTIONS FOR THAT SERVICE.
TRUE
FALSE
IT IS CRITICAL TO UNDERSTAND CUSTOMER'S EXPECTATIONS IN ORDER TO PROVIDE EXCELLENT SERVICE.
TRUE
FALSE
ATM, VOICE MAIL AND ANSWERING MACHINES ARE WHAT TYPE OF SERVICE ENCOUNTERS?
PHONE ENCOUNTERS
FACE-TO-FACE ENCOUNTERS
REMOTE ENCOUNTERS
PHYSICAL ENCOUNTERS
THE USE OF MARKETING RESEARCH ON A REGULAR BASIS IS INTENDED TO AVOID THE JAPANESE WHISPER EFFECT.
TRUE
FALSE
IT IS DEFINED AS THE SERVICE THAT A CUSTOMER DESIRES AND HOPES TO RECEIVE.
ADEQUATE SERVICE
ENDURING SERVICE
IMPLICIT SERVICE
DESIRED SERVICE
THE ZONE OF TOLERANCE IS THE LEVEL OF SERVICE THAT LIES BETWEEN A CUSTOMER'S DESIRED AND ADEQUARE LEVELS OF SERVICE
TRUE
FALSE
WHEN A CUSTOMER'S PERSONAL SERVICE CONCEPTS ARE WEAK, THEIR DESIRED DEGREE OF SERVICE EXPECTATIONS RISES.
TRUE
FALSE
IT REFERS TO A SERVICE PROVIDER'S CAPACITY TO EXPRESS CONCERN FOR CUSTOMERS AND GIVE EACH ONE PERSONALIZED ATTENTION.
RELIABILITY
ASSURANCE
TANGIBLES
EMPATHY
