21. Which factor affects the internal communication gap?
a. Same policies & procedures across branches
b. Over Promising in advertising & personal
c. Adequate communication between sales & operation staff
d. What has been promised & what has been delivered
22. A ______ consists of similar products or products with a certain category.
a. Product line
b. Product length
c. Product width
d. Product depth
23. Indirect channels of distribution are used for which types of goods?
a. Emergency goods
b. Luxury goods
c. Impulse goods
d. Convenience goods
24. Which are the levels at which the customers expectations exist?
i] Desired Service
ii] Adequate service
iii] Multiple service
iv] Tangible Service
a. Only i and ii
b. Only ii and iii
c. All ii, iii, iv
d. All i, ii and iii
25. Meetings needs ____
a. Accountability
b. Support
c. Agenda
d. Participants
a. Same policies & procedures across branches
b. Over Promising in advertising & personal
c. Adequate communication between sales & operation staff
d. What has been promised & what has been delivered
Answer: b. Over Promising in advertising & personal
22. A ______ consists of similar products or products with a certain category.
a. Product line
b. Product length
c. Product width
d. Product depth
Answer: c. Product width
23. Indirect channels of distribution are used for which types of goods?
a. Emergency goods
b. Luxury goods
c. Impulse goods
d. Convenience goods
Answer: a. Emergency goods
24. Which are the levels at which the customers expectations exist?
i] Desired Service
ii] Adequate service
iii] Multiple service
iv] Tangible Service
a. Only i and ii
b. Only ii and iii
c. All ii, iii, iv
d. All i, ii and iii
Answer: d. All i, ii and iii
25. Meetings needs ____
a. Accountability
b. Support
c. Agenda
d. Participants
Answer: c. Agenda
