The Customer Service Representatives at a Call Center Have Been

question 89

Multiple Choice

The customer service representatives at a call center have been asked to handle each call within five minutes. At the same time, they have been asked to answer all customer queries in detail and provide appropriate solutions. What kind of service gap is apparent here?

• A) gap between perceived service and expected service
• B) gap between service delivery and external communications
• C) gap between service-quality specifications and service delivery
• D) gap between management perception and service-quality specification
• E) gap between consumer expectation and management perception

Grasp the concept of competitive advantage in product marketing.

Understand the consumer adoption process and strategies to target various adopter categories.

Understand the importance and types of product innovation.

Distinguish between goods, services, and ideas in marketing terms.

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Definitions:

Iliad

An ancient Greek epic poem attributed to Homer, chronicling the siege of Troy and highlighting themes of heroism, wrath, and the follies of gods and men.

Repoussé

Repoussé is a metalworking technique in which a malleable metal (such as gold, silver, copper) is ornamented or shaped by hammering from the reverse side to create a design in low relief.

Lost Wax

A method of metal casting in which a molten metal is poured into a mold that has been created by means of a wax model, which melts and runs out, leaving a detailed impression behind.

Carving

A sculptural technique in which the artist cuts away material (for example, from a stone block) in order to create a statue or a relief.