Effective service recovery procedures should be ______, ______, ______, and ______.
a. proactive, engaged, universal, empowered
b. planned, engaged, universal, trained
c. proactive, planned, trained, empowered
d. trained, engaged, flexible, spontaneous
e. trained, engaged, universal, empowered
Answer: C
Marketing
- Peoples' perception of an object or event results from an interaction between their:
- _____ is an imbalance between a consumer's actual and desired states.
- Challenges of ______: Generic brands, location, energy costs, branding.
- Strategies of _______: Merchandising, Cost reduction, Location management, and logistics.
- Characteristics of _______: Service focused, product-based, geographically sensitive.
- Challenges for ________: Product development, life cycle, fuel/transportation costs, environmental & sustainability.
- Strategies for _______: Volume, Portfolio based diversification, market expansion.
- Characteristics of ______: branded/shopping products, marketing/consumer focused organizations.
- Stage 2: ___________.
- Challenges of _____: Branding, Raw material costs, Fuel/transportation costs, environmental & sustainability.
- Strategies of ______: volume, longer-term contracts, efficiency increase.
- Characteristics of _______: Commodity products, Geographically diverse operations.
- Stage 1: _________
- Functions of _________: 1) Assortment, 2) Breaking Bulk, 3) Holding Inventory, 4) Service
- Sale of products to customers for end-use.
- Producers, Manufacturers or Processors, Food Away from Home or Food/CPG at Home, Consumer.
- In-store (shopper), how people behave in the shopping process.
- Pre-store (customer), the mindset of what people want in a brand/product.
- The __________ and the shopper are not always the same person.
- When segmentation affects the "look, feel, taste" of products it goes as far as ____________.
- ____ also may include pharmaceuticals, consumer electronics, and packaged foods and drink.
- A direct consequence of __________ is product adaptations, often resulting in whole new categories of CPG. (e.g. who would have ever predicted the flavored water category)
- Examples of _____: meat, fruit, veggies, cheese, alcohol, baked goods, etc. Have short shelf life and high turnover.
- Examples of _____: non-perishable items like soft drinks, toiletries, over the counter drugs, toys, processed foods etc.
- CPG = _______