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Author Question: Customers expect: A) to have to deal with surly salespeople. B) salespeople to deliver service ... (Read 112 times)

Tirant22

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on: Jun 28, 2018
Customers expect:
 A) to have to deal with surly salespeople.
  B) salespeople to deliver service consistently.
  C) salespeople to forget them once the sale is done.
  D) salespeople to ask for references.
  E) salespeople to not be personally accountable for desired results.

Question 2

Discuss the differences between an implicit guarantee, a specific result guarantee, and an unconditional guarantee.


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verrinzo

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Reply #1 on: Jun 28, 2018
Answer to Question 1

B

Answer to Question 2

An implicit guarantee is an unwritten, unspoken guarantee that establishes an understanding between the firm and its customers. A specific result guarantee applies only to specific steps or outputs in the service delivery process. An unconditional guarantee promises complete customer satisfaction, and at a minimum, a full refund or complete, no-cost problem resolution. An unconditional guarantee is the most powerful of the three types.


Tirant22

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Reply #2 on: Jun 28, 2018
Thank you


verrinzo

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Reply #3 on: Jun 28, 2018
No problemo


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