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
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
