Supplementing a service performance to increase customer ...

[kwoodring]

Supplementing a service performance to increase customer satisfaction typically
 a. involves increasing its divergence.
  b. involves increasing its complexity.
  c. requires little knowledge of a customer's preferences.
  d. does little to help a small service provider to compete effectively with large service providers.
  e. has little effect on the efficiency or effectiveness of the frontstage activities of a service performance.

Question 2

How might you describe the professional approach to sales?
 a. talks 70, listens 30
  b. pushy
  c. customer oriented
  d. faster

[akemokai]

Answer to Question 1

b

Answer to Question 2

C. In contrast to the traditional approach, the professional approach to sales is benefits driven and customer needs based. It uses who/what/when/where/how/why questions and involves listening 70 of the time and talking 30 of the time. It is slower and customer oriented, among other things.