Shawn Had a Craving for Sushi So He Searched Yellowpages

question 98

Multiple Choice

Shawn had a craving for sushi so he searched yellowpages.com for the name of a restaurant in his vicinity that serves this type of food. When he arrived at his destination, he was impressed with the menu posted outside the door and decided to go in. He was greeted with a smile by a hostess and then immediately seated at a well-appointed table where he was given a warm cloth for his hands. A waiter beautifully presented the food, the rice was the perfect texture and temperature, and the fish was fresh and delicious. Halfway thought the meal, he excused himself to go to the restroom. It was clean but the paper towel dispenser was empty. He returned to his table, finished his meal, and paid his check. The hostess said good-bye and asked him to return. Which of these statements is most accurate?

• A) Reading the menu posted outside the door was 'Shawn's first point of interaction in the customer contact audit because if he hadn't liked the selections, he wouldn't have gone into the restaurant.
• B) Being greeted by the hostess was the first point of interaction in the customer contact audit because it was the first "human" encounter with the actual service provider-the restaurant's employee.
• C) The first point of interaction in the customer contact audit wasn't written, it was implied. The real first point in the customer contact audit should have been between Shawn and the waiter, not Shawn and the hostess. The waiter is wholly responsible for the service quality delivered.
• D) The lack of paper towels in the restroom was the first point of interaction in the customer contact audit because it was the first time his expectations weren't met.
• E) Yelp reviews, the menu on the door, the hostess's greeting, the waiter, the quality and presentation of food, and even the restroom were all important service encounters.

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Definitions:

NPV Method

A financial analysis technique that calculates the net present value of an investment by discounting future cash flows to the present value.

NPV Profiles

Graphical representations that show the relationship between the Net Present Value (NPV) of investments and various discount rates.

IRR

The Internal Rate of Return is a metric used in financial analysis to estimate the profitability of potential investments, indicating the interest rate at which the net present value of all the cash flows (both positive and negative) from a project or investment equals zero.

WACC

WACC stands for Weighted Average Cost of Capital, a calculation that reflects the overall cost of a company's securities, including debt and equity, used for investment appraisal.