SERVQUAL Analysis ______

question 50

Multiple Choice

SERVQUAL analysis ______.

• A)uses defect rates in the production process to identify gaps between services customers expected to receive and what they actually receive
• B)is a method for doing gap analysis
• C)uses employee absenteeism rates to identify production defects
• D)is a predictive model applied to how target markets can be serviced

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Definitions:

Total Shopping Experience

The complete range of experiences a customer encounters while discovering, purchasing, and using a product or service, emphasizing satisfaction and engagement.

Product Expectation

The anticipated performance or utility a customer expects from a product or service.

Relationship Selling Stage

A phase in the sales process where building and maintaining a positive relationship with the customer is emphasized to facilitate ongoing business.

Trial Close

A question that checks the attitude and understanding of your prospect in regards to the sales presentation or its elements.