When the Physical Product Cannot Be Easily Differentiated, the Key

question 59

Multiple Choice

When the physical product cannot be easily differentiated, the key to competitive success may lie in adding valued services and improving their quality. The main service differentiators are ordering ease, delivery, installation, ________, customer consulting, maintenance, and repair.

• A) technology intensity
• B) responsiveness
• C) ease of use
• D) customer training
• E) adaptability

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Definitions:

Extraordinary Returns

Profits that significantly exceed the norm or benchmark, often due to unusual or rare events affecting the investment.

Net Present Values

The calculation that compares the value of all cash inflows and outflows of a project or investment using a discount rate to determine if it will yield a positive return.

Historical Record

Documentation or archives of past events, transactions, or values, often used for reference.

Small Stocks

Shares of companies with relatively small market capitalization.