Arden,a Sales Manager for a Best Buy Electronics Store,is Putting

question 128

Essay

Arden,a sales manager for a Best Buy electronics store,is putting together a training seminar for his sales force.He wants to use the five dimensions of service quality to emphasize the importance of follow-up in the selling process.Provide an example of each of the five service quality dimensions that Arden could use in training his Best Buy sales staff.

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Definitions:

Average Operating Assets

The average value of the assets used in the production or operation of a company over a certain period.

Net Operating Income

The total earnings from a company's operations, after subtracting operating expenses but before interest and taxes.

Performance Evaluation

The process of assessing and reviewing an employee's or organization's work performance and outcomes against established standards or objectives.

Labor Efficiency Variance

The difference between the actual labor-hours taken to complete a task and the standard hours allowed for the actual output, multiplied by the standard hourly labor rate.