he previous case the following ls an example oustomer versus customer conflict:
ID: 420501 • Letter: H
Question
he previous case the following ls an example oustomer versus customer conflict: .. Hussam being hurt from the bed. b. Resolving the argument between the 34. When a service firm's resources are fully employed but not overused; and customers are recelving quality service in a timely manner, the firm is operating capacity patients c. The customer service representative who dislikes dealing with customers that are upset The customer service representative not being able to give the refund. a. Above maximum b. At maximum c. Above optimum d. At optimum e. Below optimum d. anwerallatthotollowingauestionsseparatets dng 35. whe asgreetedbyafrie enttypes of savings Ahmed went to open a bank account at QNB, 31. A regional chain of travel agencles uses role-playing to determine how courteously and efficiently a potential employee will handle difficult customers who keep changing their minds. The travel agency is assessing: he was greeted by a friendly account representative who explained the different types of savings and checking accounts, as well as other banking services e.gATM, direct deposit, credit cards and consumer loans) that were available. According to the service marketing triangle, the actions by the account representative considered part of a. Internal marketing b. External marketing c. Relationship marketing d. Interactive marketing a. Making the promise. b. Delivering the promise. c. Enabling the promise. d. Hoping for the promise. e. Asking for the promise. 32. The manager at McDonalds cooks, motivates other employees and works as a cashier when work is busy is a good example of: a. Internal marketing b. External marketing c. Relationship marketing d. Interactive marketing 33. When restaurants shift from a set menu to a buffet style during Ramadan then this is an example of a Demand shifting strategy from non-peak to peak time. a. b. Strategy to increase capacity during peak c. Strategy to reduce capacity during peak d. Demand shifting strategy from peak to non- time. times. peak timeExplanation / Answer
31. d. Interactive marketing
This is the process of marketing in which the organization formulates strategies in order to handle difficult customers and clients and who actually possess a behavior that is ever changing.
32. c. Relationship marketing
In this case the manager tries to build a relationship with the employess of the organization by getting involved with their activities and work and help them motivate in the role they play in the organization.
33. a. Demand shifting strategy from non-peak to peak time.
An organization generally has to be flexible and dynamic in their approach while trying to make more and more business during the peak season and Ramadan is such a time when the peak season is there and hence the buffet strategy is introduced.
34. d. At Optimum
As the organization is performing their operations at a timely manner by using the resources they have and not overusing the resources as well and still the service quality is upto the mark and this situation is optimum.
35. d. Hoping for the promise
This is the apsect where the employee as part of his or her duty is hoping for a promise from the customer wjo visits the organization in search of a product or service.
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