Question

Service personnel who fall short of operating at the maximum end of the discretionary effort scale run the risk of being viewed as ______________ when they are ___________ to discharge their responsibilities but are ______________ to do so.

	1.	incompetent, unwilling, unable
	2.	malcontents, unwilling, able
	3.	malcontents, willing, able
	4.	malcontents, willing, unable
	5.	incompetent, unwilling, able

Price bundling should be considered when

	1.	service organizations with multiple products want to cross-sell their service offerings.
	2.	Price bundling is appropriate for each of these circumstances.
	3.	service organizations want to present their customers with customized packages at a price much lower than the sum of the individual parts.
	4.	the service organization is capacity constrained.
	5.	Price bundling is not appropriate for any of these circumstances.

Which of the following customer training tools should be used to encourage satisfying customer-to-customer relationships when customers are likely to interact yet have different reasons for using the service or different backgrounds?

	1.	Each customer training tool is equally effective for encouraging satisfying customer-to-customer relationships.
	2.	Customer compatibility management
	3.	None of these customer training tools is effective for encouraging satisfying customer-to-customer relationships.
	4.	Service scripts
	5.	Customer education

An extraordinary service guarantee possesses all of the following characteristics EXCEPT

	1.	All of these characteristics should be included in a good service guarantee.
	2.	It is easy and quick to collect on by the customer.
	3.	It is unconditional.
	4.	It is easy to understand.
	5.	It is developed to favor the service organization.

Service providers that use a yield management strategy

	1.	recognize that it is a difficult strategy to implement because of the inherent tradeoff between demand and price.
	2.	attempt to control the costs of producing and delivering the service.
	3.	attempt to increase the number of people using the service while charging the maximum price possible.
	4.	All of these are true.
	5.	None of these are true.

Answer 1

As per HomeworkLib policy I am allowed to answer only the first question

1.

Discretionary effort is the extra effort beyond what is required. One who is not giving discretionary effort cannot be viewed as incompetent. Rather they are malcontent which means they are dissatisfied or rebellious

. Hence only option 2 makes sense as per the structure of the sentences

One is malcontent and unwilling but still able to deliver duties