Question

Your firm makes complicated copy machinery that customers normally have to be trained to use effectively. In response to​ this, you offer consultation and training to help them learn the different features. Which service characteristic are you taking care​ of?

a) Intangibility
b) Inseparability
c) Variability
d) Perishability

Answer 1

The firm is addressing the service characteristic of intangibility by offering consultation and training which are intangible aspects that enhance product value and differentiate it in the market.

Step-by-step explanation:

When offering consultation and training for complicated copy machinery, the service characteristic being taken care of is intangibility. Intangible aspects like training and consultation services can differentiate a product by providing additional value that may not be directly seen but is experienced through the enhanced use and understanding of the product. Product differentiation can also be influenced by factors like guarantees of satisfaction, brand reputation, and services such as free delivery. Intangible aspects are crucial in shaping customer perceptions and preferences, even when physical differences between products are minimal or unnoticeable.