29 Jun When employees are not delivering customer service
Question
Multiple Choise Questions!!
1) When employees are not delivering customer service at the level specified by their employer, there is a gap between ________
A) consumer expectations and management perceptions
B) management perceptions and quality standards set by the firm
C) established quality standards and service delivery
D) expected services and needed services
E) service quality standards and consumer expectations
2) Which of the following is NOT an example of a business service?
A) security
B) insurance
C) legal advice
D)raw material supply
E)cleaning
3) Whether a firm sells to businesses or directly to consumers, most pricing structures are built around which of the following?
A) distribution costs
B) channel length
C) trade discounts
D) sales promotions
E) list prices
Please help me find the answers for the multiple choice questions!!
Thank you!!!
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