Question 1A.Define the term 'customer service'.B.Service is said to be different from a product. Explain FOUR (4) characteristics ofservice which makes it different from a product.C.Discuss any THREE (3) roles that technology plays in customer service delivery.Give examples to support your response.

Customer service is the demonstration of supporting and upholding for clients in their disclosure,…

Answered: Question 1 A. B. C. Define the term…

Principles Of Marketing

17th Edition

ISBN:9780134492513

Author:Kotler, Philip, Armstrong, Gary (gary M.)

Publisher:Kotler, Philip, Armstrong, Gary (gary M.)

Chapter1: Marketing: Creating Customer Value And Engagement

Section: Chapter Questions

Problem 1.1DQ

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Question 1: Products and services are defined and characterized differently. One of the characteristics of service is intangibility. (a) How does service intangibility pose challenges to marketers? You are expected to identify TWO (2) challenges and use brands/companies to support your explanations. (b) Suggests THREE (3) recommendations, how marketers can make service “tangible”. You are required to use a service-dominant brand/company to establish the justifications.
Question 3 A. Fully discuss the FIVE (5) basic needs of every customer. B. Cite examples as you relate FIVE (5) attributes of the ideal service personnel who would contribute to an organisation's success.
Q1. Explain how you will receive feedback from customers, as one step in setting up your customer service strategy. Note: it is important that you consider using examples when responding to this question.
Question 1) Why is it necessary, as part of the planning process for customer service teams, to review previous performance and successful approaches and to identify factors affecting performance? Question 2) Where does the information come from and how is it used? Please note this a two part question for the same question
Quantitative Methods II - Question 1A. Please answer 1, ii, iii, iv. Thank you
Question B1 (a) Using relevant examples, explain four characteristics of services. (b) Using examples, evaluate importance of people, process and physical evidence being integrated with other elements of the marketing mix.
Answer c & d only please Question 1 You are hired as a consultant for Skater Boys Incorporated, a firm with over five years experience in the skate board industry.Due to changing demand and a move to environmentally friendly products, the company wishes to enter the market with a new eco- friendly finish on its skate boards. Based on your analysis of the company's operations, Skater Boys Inc has three main choices. After careful inspection of their current equipment the company can spend $800 in refurbishment of their old equipment or make major modifications to its operations at a cost of $1100. If these options are not taken, they can also choose to purchase new equipment at a cost of $1800. If the firm chooses to refurbish their existing equipment, materials and labour per skate board will be $1.10 while a material and labour cost of $0.70 per board is associated with the major modification choice. If however the company chooses to buy new equipment, the associated variable cost is…
QUESTION 83 Once a customer has evaluated alternatives and made a choice, three basic issues are left: where to buy, how to pay for it, and: a. how to lower risk. b. what options are available. c. what is the rationale for purchase. d. when to buy it. QUESTION 84 You are working in the marketing area of a large firm, and the CEO has just expressed her anger at the marketing research done by your area. She said, “This doesn’t help me at all. How much money and time have we wasted? And, how did this happen? Aren’t you supposed to be marketing professionals?” You and your team are trying to understand just what went wrong before going back to the CEO. Which of the following is NOT a possibility your team should consider? a. The team could have gotten a better definition of what the CEO wanted to know before beginning the research b. The team could have hired an outside agency to do the research instead of doing it themselves. c. The team could have started at the end and worked…
1. Define total customer service and satisfaction 2. Give example
13. Define Consumer-to-Business transaction (C2B). Give one Example.
Question 2 It is important for companies to eliminate ways in which customers are turned off, and build loyal customers instead. A. Explain, using examples, how an understanding of ONE (1) of the laws of service can aid in building customer loyalty. B. With the help of appropriate examples, explain THREE (3) strategies that can lead to customer loyalty.
Question 4 (1 point) As buyers are increasingly facing information overload, salespeople should ensure information is streamlined and personalized. OTrue OFalse Question 5 (1 point) Blogs, white papers, webinars, and presentations should be proyided to targeted customers. OTrue OFalse Question 6 (1 point) dal fne avaluating solution alternatives uses weighted averages.

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Question 1 A. B. C. Define the term 'customer serv Service is said to be different f service which makes it differen Discuss any THREE (3) roles Give examples to support your