FINAL EXAM

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
Customer Service

• CHAPTER 19

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
Lets try it out - www.landsend.com

• Shop
• Come up with a question
• Chat with a salesperson

7
The Gaps Model
Customer Expectations
Management Perceptions
Standards
ACTUAL SERVICE
Customers 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
• Tuccis
• Thursday, May 1
• Fazzaris
• Sherwin-Williams