To Reduce Problems Associated with the Intangibility of the Services

question 56

Multiple Choice

To reduce problems associated with the intangibility of the services offered by a restaurant, the restaurant owner would be most likely to do which of the following?

• A) lower entree prices between 4 p.m. and 6 p.m.
• B) provide clean tablecloths and cloth napkins for each new customer
• C) empower employees to handle customer complaints
• D) offer a service guarantee to ensure customers that food quality will be consistent
• E) offer regular employee workshops focusing on customer service

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Definitions:

Personal Selling

A direct, one-on-one form of selling in which a salesperson uses skills and techniques to persuade a buyer to purchase a product or service.

Time

The ongoing sequence of events and the resource that can be managed, spent, saved, or wasted in activities or processes.

Extended Credit

A financial arrangement that allows a customer to purchase goods or services on account, paying for them at a later date.

Collection System

A process or network designed for gathering and transporting something, often used in the context of waste collection or receivables in finance.