________ Makes It Hard to Provide and Maintain High-Quality Service

question 39

Multiple Choice

________ makes it hard to provide and maintain high-quality service because retailers cannot easily measure or check the service before it gets delivered to customers.

• A) Intangibility
• B) Flexibility
• C) Assurance
• D) Empathy
• E) Instrumental support

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Definitions:

Sales Presentation

A structured pitch or demonstration aimed at persuading potential buyers to purchase a product or service.

Preapproach Step

The stage in the sales process where the salesperson gathers relevant information about a potential customer before making the initial contact or sales pitch.

Key Decision Makers

Individuals or groups within an organization who have the authority to commit resources and make significant choices affecting the direction and outcomes of projects or business strategies.

Personal-selling Process

A series of steps followed by salespeople, including prospecting, approaching, presenting, handling objections, closing, and follow-up.