The customer service representatives at G.K.’s customer service center must know as much about the products as possible, so that they can help customers solve their difficulties without sounding hesitant or unsure of themselves. Which of the following determinants of service quality are they being asked to demonstrate?

A company can be said to have used ________ if the company distinguished among customers buying on the basis of price, service, and quality.

________ is the period of slow sales growth and nonexistent profits.

Pepsodent launched a new product that could whiten teeth, fight decay, and maintain fresh breath. Observing that Pepsodent did not focus on the dental sensitivity aspect, Colgate introduced a toothpaste which did all of the above and also protected sensitive teeth. This is an example of a(n) ________ attack.

In the ________ category of buyer-supplier relationship, although bonded by a close, cooperative relationship, the seller adapts to meet the customer’s needs without expecting much adaptation or change on the part of the customer in exchange.

________ is a period of rapid market acceptance and substantial profit improvement.

________ is a company’s ability to perform in one or more ways that competitors cannot or will not match.

________ brands are positioned with respect to competitors’ brands so that more important (and more profitable) flagship brands can retain their desired positioning.

________ risk occurs if the product fails to perform up to expectations.

Which of the following is a form of mass communications channel?