The Knowledge Gap Differs from the Standards Gap in That

question 74

Multiple Choice

The knowledge gap differs from the standards gap in that the standards gap pertains to the difference between:

• A)a firm's service standards and the actual service it provides to customers.
• B)customers' expectations and a firm's perception of those expectations.
• C)a firm's perceptions of customers' expectations and the service standards it sets.
• D)customers' expectations and service standards set by a firm.
• E)actual services provided to customers and services that a firm's promotion program promises.

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Definitions:

Competitor's Product

A product that is offered by one company that serves as an alternative or rival to another company's product in the market.

Standing-Room-Only Close

A close whereby a salesperson suggests that if a prospect does not act now he or she may not be able to buy in the future, thus motivating the prospect to act immediately.

Summary of Benefits Close

A sales strategy where the salesperson summarizes the key benefits of the product or service, emphasizing its value to encourage purchase.

Question Close

A type of close wherein the salesperson asks questions to generate a decision point.