When assessing a firm's quality from the customer's perspective, marketing managers must take account of all instances where customers have contact with the firm and its products. These instances are called
A. pain points.
B. sales kiosks.
C. intersects.
D. connectors.
E. touchpoints.
Answer: E
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Which of the following steps of the strategic-management process is the source of its feedback loop?
A. Carry out the strategic plan. B. Maintain strategic control. C. Establish the grand strategy. D. Establish the mission and vision. E. Formulate the strategic plans.
Under the ________, the investor's reliance on the integrity of the market was found to justify a presumption of reliance on the misrepresentation.
A. efficient markets theory B. fraud-on-the-market theory C. misappropriation theory D. classical theory
Joelle works with sales reps on projecting correct body language to set prospects at ease and convey a sense of honesty and trust. Learning to decipher body language can be more difficult because it requires:
A) paying attention to signals the prospect projects while still interacting with the prospect B) intimate knowledge of the prospect's personality C) more knowledge of personal psychology than most salespeople have D) several meetings with the prospect to determine the prospect's baseline body language E) luck, as deciphering body language is not a skill that can be learned
On a flow process chart, operations that are classified as "do" steps and that can be eliminated automatically eliminate "get ready" and "put away" steps as well
Indicate whether the statement is true or false.