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:

Emotional Intelligence

The ability to recognize, understand, manage, and reason with emotions in oneself and others, facilitating interpersonal communication and decision-making.

Sales Industry

The sector of the economy focused on the activity of selling goods or services.

Account Analysis

The process of reviewing and evaluating a customer's account to understand their needs, spending patterns, and potential for future transactions.

80/20 Principle

A rule of thumb stating that 80% of outcomes (or outputs) come from 20% of all causes (or inputs) for any given event, also known as the Pareto Principle.