Question 1

Once the sale is made,service provider can manage customer education by clarifying expectations after the sale.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is a strategy used for managing customer education?

Accepted Answer

A)   Teach customers to avoid peak demand periods and see slow periods
B)   Clarify expectations after the sale
C)   Prepare customers for the service process
D)   Conform performance to standards
E)   Create tiered-value offeringsF) C) and D)
G) B) and D)

Question 3

The four strategies of tangibilization are documentation,illustration,intimation and physical representation.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

Accepted Answer

A)   Create tiered-value service offerings
B)   Negotiate unrealistic expectations
C)   Communicate criteria for service effectiveness
D)   Teach customers to avoid peak demand periods and see slow periods
E)   Offer choicesF) B) and E)
G) A) and E)

Question 5

When Sarah opened her savings and checking accounts at First National Bank of Chicago,she was given a brochure entitled "How to Lose Wait" that gave her advice on how to avoid delays at the bank and listed her branch's busiest and slowest times.By giving Sarah the "How to Lose Wait" brochure,First National Bank of Chicago is ________ to match service promises with delivery.

Accepted Answer

A)   Offering a service guarantee
B)   Leveraging social media
C)   Managing customer education
D)   Managing horizontal communications
E)   Using viral marketingF) A) and D)
G) B) and C)

Question 6

In which of the following services is inadequate customer communication most likely to result in customer dissatisfaction?

Accepted Answer

A)   Fast food restaurant
B)   Animal boarding
C)   Movie theater
D)   Physical rehabilitation therapy
E)   Overnight package deliveryBloom: ApplyF) C) and E)
G) A) and B)

Exam 14: Integrated Service Marketing Communications

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

Correct Answer
verified

Which of the following is a strategy used for managing customer education?

Correct Answer
verified

The four strategies of tangibilization are documentation,illustration,intimation and physical representation.

Correct Answer
verified

In which of the following services is inadequate customer communication most likely to result in customer dissatisfaction?

Correct Answer
verified

Correct Answer
verified

Once the sale is made,service provider can manage customer education by clarifying expectations after the sale.

Correct Answer
verified

Exam 14: Integrated Service Marketing Communications

Which of the following is NOT a strategy a service provider would use if its goal were to manage customer expectations?

Correct AnswerverifiedShow Answer

Which of the following is a strategy used for managing customer education?

Correct AnswerverifiedShow Answer

The four strategies of tangibilization are documentation,illustration,intimation and physical representation.

Correct AnswerverifiedShow Answer

In which of the following services is inadequate customer communication most likely to result in customer dissatisfaction?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Once the sale is made,service provider can manage customer education by clarifying expectations after the sale.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified