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[expectations] Comparing the differences between consumers’ expectations about a service and their experience with it is referred to as

[Harriette] Harriette is an art major struggling to make ends meet. She just saw an ad in the paper for sales representative job. She applies online and receives her acceptance shortly after. Her boss sends her a case of their non-toxic cleaning solution along with a pamphlet which details the company’s sales presentation. It includes all the key selling points of the product arranged in a specific order and materials designed to help illustrate these points. Harriette is instructed to follow the included sales messages using the provided materials without deviation. What kind of sales presentation format is Harriette using?

[shirts] You’ve just become a salesforce manager for ThreadMingle, a custom T-Shirt company. You mostly make money by creating T-Shirts and uniforms for large corporations that are very picky. Because of this, a lot of your salespeople’s time is spent understanding their clients and their needs, as well as overseeing the manufacturing process to make sure all needs are met, leaving less time for selling duties. Right now, your sales team consists of 150 salespeople. Currently, you have 125 customers, each salesperson makes about 50 calls per year with an average call length of 7 hours, and 350 hours of selling time available annually. Based on the workload method of calculating salesforce, is the size of your current salesforce optimal?

[boats] Fred’s Boats and Floats provides short-term boat rentals for fishing and local day tours. Which of the following would best represent an augmented level of product benefit?

[flying] It’s the year 2124 and autonomous flying cars have finally been invented. Not only do these cars fly at over 100mph, but they’ve proven to be 65% safer than normal cars. In addition, they get to your destination in less than half the time of regular gasoline cars. Everyone begins to abandon their normal cars and buy flying cars. Which factor most contributed to the rapid diffusion of flying cars?

[Forever21] Forever21 prides themselves on their fast response time to return requests, understanding and interpersonal skills, and also delivering on their refund if there are any defects with the products. However, their store front is messy and none of their products are ever on the correct shelves. This affects the customer’s perception of the store’s service as disorganized and sloppy. What dimension of service quality, according to the RATER model, is poorly displayed by Forever21?

[3M] A 3M researcher worked with university students to develop the Post-it® Flag Highlighter. When his team evaluated the technical feasibility of the proposed design and determined whether the idea met the firm’s objectives set earlier, at which stage of the new-product development process was this product?

[distribution] With respect to distribution, convenience products are available…

[sushi] A Michelin-stared restaurant called SushiYama that specializes in raw fish sashimi serves a large group of 16 food critics one night. 13 out of the party go home with food poisoning that leaves them bedridden. If the incident is publicized, it will lead to the restaurant’s closure. According to the Disney model of recovery, what kind of approach to service recovery should SushiYama take?

[evangelist] Within the context of social media, an “evangelist” is an online user who