GLEIM test 2 questions and answers
already passed
What is being distributed?
(1) information and promotion flow
(2) negotiation flow
(3) product flow - correct answer ✔✔(1) get the customer interested in the service
(2) reaching an agreement on the service features and configurations as well as the terms of the
offer so that a purchase contract can be closed. sell the RIGHT service
(3) facilities of delivery/distribution strategy requries the development of a network of local
sites. ex: employing centralized sites
How should a service be distributed? - correct answer ✔✔customer visits service site
service provider goes to customers
service transaction is conducted remotely (technologically facilitated)
Delivering services through electronic channels:
What factors attract customers to online services? - correct answer ✔✔5/8 supplementary
services can be conducted through electronic channels
-Convenience
-Ease of search
-A broader selection
-Potential for better prices
-24/7 service with prompt delivery
, PERSONAL channels are best for what kind of services? - correct answer ✔✔high risk services
and complex services
customers with social motives also like these better
IMPERSONAL/SELF-SERVICE channels work best for what kind of services? - correct answer
✔✔customers who are more technology savvy and have greater confidence/knowledge about a
service channel
What is the main driver of channel choice? - correct answer ✔✔convinience
What is channel integration and why is it important? - correct answer ✔✔want to avoid
disjointed and inconsistent service experiences for customers
service providers need to be careful about the different pricing situations of various service
channels
effective pricing strategies will help deliver value
Where should a service facility be located? - correct answer ✔✔need to consider strategic and
tactical locations
tactical examples: competitors, availability of labor, pedestrian traffic, etc.
understand customer needs and expectations
competitive activity
the nature of the service operation
need to balance ease of access and convenience vs cost
When should services be delivered? - correct answer ✔✔services used to be limited to 40-50
hours a week
now, services are 24 hours a day, 7 days a week contact around the world
already passed
What is being distributed?
(1) information and promotion flow
(2) negotiation flow
(3) product flow - correct answer ✔✔(1) get the customer interested in the service
(2) reaching an agreement on the service features and configurations as well as the terms of the
offer so that a purchase contract can be closed. sell the RIGHT service
(3) facilities of delivery/distribution strategy requries the development of a network of local
sites. ex: employing centralized sites
How should a service be distributed? - correct answer ✔✔customer visits service site
service provider goes to customers
service transaction is conducted remotely (technologically facilitated)
Delivering services through electronic channels:
What factors attract customers to online services? - correct answer ✔✔5/8 supplementary
services can be conducted through electronic channels
-Convenience
-Ease of search
-A broader selection
-Potential for better prices
-24/7 service with prompt delivery
, PERSONAL channels are best for what kind of services? - correct answer ✔✔high risk services
and complex services
customers with social motives also like these better
IMPERSONAL/SELF-SERVICE channels work best for what kind of services? - correct answer
✔✔customers who are more technology savvy and have greater confidence/knowledge about a
service channel
What is the main driver of channel choice? - correct answer ✔✔convinience
What is channel integration and why is it important? - correct answer ✔✔want to avoid
disjointed and inconsistent service experiences for customers
service providers need to be careful about the different pricing situations of various service
channels
effective pricing strategies will help deliver value
Where should a service facility be located? - correct answer ✔✔need to consider strategic and
tactical locations
tactical examples: competitors, availability of labor, pedestrian traffic, etc.
understand customer needs and expectations
competitive activity
the nature of the service operation
need to balance ease of access and convenience vs cost
When should services be delivered? - correct answer ✔✔services used to be limited to 40-50
hours a week
now, services are 24 hours a day, 7 days a week contact around the world
