1 In spite of all the problems that businesses encountered during the pandemic, there were a few positive benefits, including

Multiple Choice

office expenses went down as less office space was needed.

employees had more interpersonal contact with coworkers because of technology, such as teleconferencing.

employees had less need for training in communicating with customers.

employees’ mental health improved as a result of working from home.

2 The ________Blank is the method by which the product or service is provided to customers.

Multiple Choice

transport method

distribution procedure

delivery system

supply chain

3 William purchased a vacuum cleaner that stopped working after a month of use. He took it back to the store and they honored the warranty and gave him a new vacuum. This act of remedying a problem is called

Multiple Choice

a problem/solution.

de-escalation.

customer satisfaction.

service recovery.

4 In what way has the consumer mindset changed in the past few years?

Multiple Choice

Online browsing has resulted in better-informed customers.

Consumers are spending less time shopping online and more time in brick-and-mortar stores.

Restaurants and retail stores have lowered expectations of cleanliness and disinfecting.

Older consumers have increased their use of restaurants and retailers.