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barry1999 barry1999
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5 years ago

Question 1.

Employees thrive in customer-contact positions when they have an internal drive to ________.

• pamper customers

• develop a personal relationship with customers

• deliver quality service to solve customers' problems

• accurately read customer needs

• all of the above

Question 2.

To provide the best support, a manufacturer must identify the services customers value most and their relative importance.  Johnson Controls introduced services that extend beyond its climate control equipment and components business to manage integrated facilities by offering products and services that optimize energy use and improve comfort and security.  This is an example of adding ________.

• extended warranties

• facilitating services

• life-cycle services

• service contracts

• value-augmenting services
Textbook 
Marketing Management

Marketing Management


Edition: 13th
Authors:
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mcwieckmcwieck
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barry1999 Author
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#2
5 years ago
You make an excellent tutor!
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