Author: Anonymous

____________________ is a distinguishing characteristic of services that reflects the variation in consistency from one service transaction to the next. 

During slow times, Ramey’s grocery store cross trains its’ stockers on operating the cash register.  This is an example of _____________________________.

Helen gets a pedicure from Nail Express. She is not happy at all with the finished product. She tells the nail technician she isn’t satisfied with the service. The technician doesn’t charge Helen for the service. Which recovery strategy did Nail Express implement?

Which of the customer satisfaction survey approaches tries to identify the what caused the customer to be dissatisfied with their service. 

Which of the following people would be considered contact personnel?

____________________ is the array of communications tools available to marketers including advertising, personal selling, publicity, sales promotion and sponsorship.

Businesses with satisfied customers are ________________ vulnerable to pricing competition. 

Welcome letters, newsletters, thank you cards for referrals are all examples of ________________________ for professional service providers to implement that build customer loyalty and brand image.

A Barb and Bob’s tattoo shop is trying to maintain a competitive advantage over other tattoo shops in the area. They are developing a marketing campaign around being a leader in safety and quality  in order for customers to perceive them as the best and safest option for tattoo services. What marketing strategy are the using? 

Grub Hub Bar and Grill, is a unique restaurant that serves two primary target markets adults and families. What strategy would you implement to ensure both markets have excellent experience when they eat at Grub Hub?