ZhongHua Secondary School Flashcards
Produce goods that can be seen and _____.
touched
Produce service that can be _____.
experienced
Services are performed when seller interact with ______.
customers
Specialty stores cater to a specific market and have a distinct image
True
convenience stores sell a wide variety of slow-moving basic food and non-food products
False
Department stores are usually located in major shopping centers and have more than one floor
True
Supermarkets tend to sell main food products and offer personalized services
True
The product range in a hypermarket includes groceries, household products and apparel
True
(Amusement park) Wild wild wet –> Universal Studios
Direct competition
(Entertainment) Timezone –> The Rink
Indirect competition
(Casual Wear) Bossini –> Giordano
Direct competition
(Fitness Lifestyle) Gold’s Gym –> The Karate Academy
Direct competition
Basic bedroom with or without attached bathroom
Hostels
Free parking next to the guest’s room, swimming pool and restaurant service
Motels
Full range of amenities from toiletries and hair dryers to Jacuzzis. Has shops recreational facilities, gym, spa, lounge and located away from city, or near the seaside.
Resorts
Common bathrooms and toilets, self-service kitchen and dining room, common TV and telephone.
Serviced Apartments
Basic bedrooms with full breakfast. some bedrooms have attached bathrooms
Bed and Breakfast
Self-catering kitchen in room, swimming pool and gym
Guesthouses
Many food stalls at the same place. Customers buy food and drinks from these stalls and eat in a common area or eat elsewhere.
Food Court
Food and drinks are served on one or more long tables. Guests help themselves to the food and drinks
Buffet restaurant
The design and style are based on a certain concept
Theme restaurant
The decoration, setting, and food service are closely linked to the culture of the country
Ethnic restaurant
Sells mainly coffee, tea and light snacks
Coffee house
High quality food is cooked in a elaborate and skillful manner and served in a very elegant setting. Guests are expected to be dressed in a former manner
Fine dining restaurant
Provides a family friendly setting and has a separate menu for children
Family restaurant
Food and drinks are prepared and sold quickly to customers who queue up at the counter
Fast food restaurant
Attention
Large and bold letters and headlines
Attractive and interesting graphics
Interest
Attention grabbing statement
Special offer
Desire
Highlight unique features of the product.
Appeal to emotional needs of target customer
Action
Offer a gift to the customer.
Get the customer to act.
What is customer service?
Customer service is what businesses do for their customers so that they will be happy and satisfied.
When does customer service take place?
Customer service takes place from the time a customer steps into a shop and looks for product to buy, to when he has made a purchase.
