Which of the following is NOT one of the elements of effective service recovery?
a. Do the job right the first time
b. Seek alternative recompense strategies
c. Identify service complaints
d. Resolve complaints effectively
e. Learn from the recovery experience
Answer: B
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 = _______