Through ________, the Service Firm Trains and Motivates Its Customer-Contact

question 33

Multiple Choice

Through ________, the service firm trains and motivates its customer-contact employees and supporting service people to work as a team to provide customer satisfaction.

• A)service inseparability
• B)service intangibility
• C)service variability
• D)internal marketing
• E)external marketing

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Definitions:

Conviction

A strong belief or opinion that is held with confidence and determination.

Desire

The third step in the prospect’s mental buying process. It is created when prospects express a wish or wanting for a product.

Opinion

A personal view, attitude, or appraisal formed in the mind about a particular matter.

Core Principles of Professional Selling

Essential guidelines or values that underpin effective and ethical sales practices in a professional setting.