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FINAL EXAM Will be about 30% questions from new material

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Presentation on theme: "FINAL EXAM Will be about 30% questions from new material"— Presentation transcript:

1 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

2 CHAPTER 19 Customer Service

3 Customer Service Intangible Consistent Examples?

4 Customer Service - Approaches
Customized Standardized Both are expensive, but…

5 Customer Service - Evaluations
Expectations Perceived Service Reliability Assurance Tangibility Empathy Responsiveness

6 Let’s try it out - www.landsend.com
Shop Come up with a question Chat with a salesperson

7 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

8 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”

9 Find me some shoes!

10 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

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