FUFUN SYSTEM

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FUFUN SYSTEM

Đang tải dữ liệu

Hệ thống đang chuẩn bị tài nguyên cho bạn...

MKT202

Bộ thẻ của môn MKT202

FUFUN

·Tạo 15/4/2026· 100 thẻ

Thẻ mẫu trong bộ thẻ này(6/100)

Câu hỏi

Đáp án

Câu 1: What is the benefit of creating a peak experience in a service process?

A. It ensures all steps are equally memorable

B. It makes one exceptional step more impactful than uniformly adequate steps

C. It reduces the need for a strong finish

D. It combines all unpleasant experiences into a single event

B. It makes one exceptional step more impactful than uniformly adequate steps

Câu 2: Which type of quality is the accumulated outcome of all other gaps and will be closed when other gaps have been addressed?

A. The policy gap

B. The knowledge gap

C. The communications gap

D. The service gap

E. The perception gap

D. The service gap

Câu 3: Why is it important to ensure that communication campaigns do not promise unrealistic levels of performance?

A. To increase sales

B. To boost customer expectations

C. To avoid demotivating employees

D. To confuse employees about their role

C. To avoid demotivating employees

Câu 4: Evaluate the impact of deviations from a known service script on both customers and employees

A. It ensures uniform quality and reduces variability

B. It may frustrate both customers and employees

C. It enhances the flexibility of service delivery

D. It has no significant impact on service encounters

B. It may frustrate both customers and employees

Câu 5: Which of the following is not part of the eight petals in the Flower of Service?

A. Order-taking

B. Branding

C. Hospitality

D. Billing

B. Branding

Câu 6: How can signs be used to communicate the service script in a self-service environment?

A. By instructing customers to avoid self-service technologies

B. By providing instructions like taking a queue number and waiting

C. By focusing only on aesthetic enhancements in the environment

D. By replacing all directional signs with employee guidance

B. By providing instructions like taking a queue number and waiting

Còn 94 thẻ đang khóa

Mở khóa để xem toàn bộ 100 thẻ, lật thẻ ghi nhớ và chế độ Học.

MKT202

Bộ thẻ của môn MKT202

FUFUN

·Tạo 15/4/2026· 100 thẻ

Thẻ mẫu trong bộ thẻ này(6/100)

Câu hỏi

Đáp án

Câu 1: What is the benefit of creating a peak experience in a service process?

A. It ensures all steps are equally memorable

B. It makes one exceptional step more impactful than uniformly adequate steps

C. It reduces the need for a strong finish

D. It combines all unpleasant experiences into a single event

B. It makes one exceptional step more impactful than uniformly adequate steps

Câu 2: Which type of quality is the accumulated outcome of all other gaps and will be closed when other gaps have been addressed?

A. The policy gap

B. The knowledge gap

C. The communications gap

D. The service gap

E. The perception gap

D. The service gap

Câu 3: Why is it important to ensure that communication campaigns do not promise unrealistic levels of performance?

A. To increase sales

B. To boost customer expectations

C. To avoid demotivating employees

D. To confuse employees about their role

C. To avoid demotivating employees

Câu 4: Evaluate the impact of deviations from a known service script on both customers and employees

A. It ensures uniform quality and reduces variability

B. It may frustrate both customers and employees

C. It enhances the flexibility of service delivery

D. It has no significant impact on service encounters

B. It may frustrate both customers and employees

Câu 5: Which of the following is not part of the eight petals in the Flower of Service?

A. Order-taking

B. Branding

C. Hospitality

D. Billing

B. Branding

Câu 6: How can signs be used to communicate the service script in a self-service environment?

A. By instructing customers to avoid self-service technologies

B. By providing instructions like taking a queue number and waiting

C. By focusing only on aesthetic enhancements in the environment

D. By replacing all directional signs with employee guidance

B. By providing instructions like taking a queue number and waiting

Còn 94 thẻ đang khóa

Mở khóa để xem toàn bộ 100 thẻ, lật thẻ ghi nhớ và chế độ Học.