There Are Five Elements That Affect Customers' Perceptions of Service

question 5

Multiple Choice

There are five elements that affect customers' perceptions of service quality. They are reliability, appearance of the tangibles, responsiveness, assurance, and

• A) credibility.
• B) experience within industry.
• C) responsibility.
• D) employee empathy.
• E) product knowledge.

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Definitions:

Personal Selling Process

A series of steps taken by sales professionals to identify potential customers, communicate the benefits of a product or service, and close the sale.

Prospecting Stage

The initial phase in the sales process, where potential clients or customers are identified and qualified as leads.

Toll-free Number

A telephone number that is billed for all arriving calls instead of incurring charges to the originating caller, typically used by businesses to encourage customer contact.

Prospecting

The process of identifying potential customers or clients for a business's products or services.