FINAL EXAM Will be about 30% questions from new material

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Presentation transcript:

FINAL EXAM Will be about 30% questions from new material Chapters 12, 16, 18, 19 Dropped Chapter 17 70% questions from previous chapters Review EXAMS #1 and #2 to see what you missed Will be 50 multiple choice questions Will have extra credit essay questions

CHAPTER 19 Customer Service

Customer Service Intangible Consistent Examples?

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Customer Expectations Management Perceptions Customer’s Perceptions The “Gaps” Model Customer Expectations Management Perceptions Standards ACTUAL SERVICE Customer’s Perceptions Retailer Communications Knowledge Gap Standards Gap Delivery Gap Communications Gap

Shoe In Challenge of selling shoes online Turning a weakness into a competitive advantage A long-term customer retention strategy “The idea of hassle-free online shoe shopping was in Zappos's DNA from its founding in 1999”

Find me some shoes!

Retail Audit – presentation schedule Thursday, April 24 Ale House UI Golf Course Tuesday, April 29 La Casa Lopez Tucci’s Thursday, May 1 Fazzari’s Sherwin-Williams