Relationship selling focuses on an organization's short-term marketing strategy.
Indicate whether the statement is true or false
Question 2All of the following are advantages of standardized services except:
A) they are less expensive.
B) they meet the customer's exact needs.
C) they are delivered faster.
D) they are more consistent.
E) none of these are exceptions.
Question 3Existing business salespeople are in direct contrast to _________.
Fill in the blank(s) with correct word
Question 4Which of the following statements pertaining to heterogeneity is false?
A) It is almost impossible for a service operation to achieve 100 perfect quality on an ongoing basis.
B) Standardization and quality control are difficult to achieve.
C) Customers always prefer customized services over standardized services.
D) Customized services are generally more expensive than standardized services.
E) It is easier to customize services than goods.
Question 5_________ are salespeople who are constantly involved with either new products, new customers, or both. Their task requires creative selling and the ability to counter the resistance to change that will likely be present in prospective customers.
Fill in the blank(s) with correct word
Question 6The service characteristic that reflects the variation in consistency from one service transaction to the next is:
A) inseparability.
B) intangibility.
C) homogeneity.
D) perishability.
E) heterogeneity.
Question 7Gina is a _________ because she assists in the design and specification process, installation of equipment, training of customer's employees, and follow-up technical service.
Fill in the blank(s) with correct word
Question 8The primary solution to overcome the centralized mass production challenges attributed to inseparability is:
A) the careful selection of service employees.
B) the management of service consumers.
C) the use of multisite locations to distribute services.
D) the training of public contact personnel.
E) appealing to market segments with different demand patterns.