A New Homebuilder Has Developed a '21 Point Touchpoint Map

question 73

Multiple Choice

A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers. The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement. The homebuilder has found that when consumers make it past the first 15 points, they have a 90 percent closing rate. This Map, is an example of a(n) :

• A)goods-service continuum.
• B)gap analysis.
• C)experience-credence audit.
• D)customer contact audit.

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Definitions:

Grapevine Communications

Informal channels of business communication that are unofficial and bypass the formal organizational structure.

Core Self-evaluation

A personality trait reflecting an individual's fundamental assessment of their own capabilities, worth, and overall competence.

Job Dissatisfaction

A negative emotional response to one's job, often resulting from unmet expectations or discontent with work conditions.

Job Withdrawal

A situation where an employee disengages from their work role, which can manifest as absenteeism, reduced effort, or quitting the job.