Refer to the Scenario Below to Answer the Following Question(s)

question 165

Multiple Choice

Refer to the scenario below to answer the following question(s) .
Ruben Delgado built his enterprise on the faithful patronage of four specialty shops and a large contract from Elmore Distributors. But after two years, the maker of novelty pens and pencils had to rethink his strategy when his contract with Elmore ended.
Ruben built a company reputation on the manufacturing and distribution of a variety of wooden writing utensils with customized engravings. Specialty shops loved to display the products in their fancy, lighted showcases, but such specialty shops alone were not profitable. Ruben Delgado established a brand name, known merely as Delgado, and decided to expand on it.
Ruben extended his writing utensil lines to include quills, felt-tip pens, and multiple-cartridge pens that write in different colors. He even added a line of various grades of personalized stationery and business cards. Perhaps Ruben's biggest added touch, however, was the addition of two salespeople who would work to explain the diverse array of products offered by Delgado, as well as nurture existing accounts.
"We make an excellent product," Ruben Delgado stated, "and we honor a good guarantee on everything we sell. But let's face it-we face hundreds of competitors! We need Delgado representatives out there to help prospects understand what they should demand in something as simple as a writing tool." The Delgado brand was fast-becoming synonymous with top-notch customer service. Part of the purchase package brought personal visits from the Delgado representative, before the purchase and long after.
-An easier, more comfortable, more stylish transfer of thought onto paper refers to the ________ of Ruben's offerings.

• A) tangible element
• B) core customer value
• C) actual product
• D) augmented product
• E) service variability

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Definitions:

Organization

A group of people who work together in an organized way for a shared purpose.

Values

Core beliefs or principles that guide and motivate attitudes and actions, reflecting what is important to an individual or organization.

Networked Cultures

Social and organizational cultures that are formed and operate through digital networks and communication technologies, facilitating global connections.

Trust

Confidence in the reliability, truth, ability, or strength of someone or something.