Direction: Comprehensively discuss the following statement and questions. Cite your reference (if there is) Questions: 1. People's assessment of customer service depends on their perceptionsnot necessarily reality; different people may evaluate the same service quite differently. The same person may even rate a firm's customer service differently over time due to its intangibility, although the service stays constant. Interestingly, despite a desire to provide excellent customer service, some outstanding retailers now wonder if "the customer is always right." From the given statement, give your insights and comments. Do you agree that the customer is always right? 2. One retailer wants to be part of a selective distribution channel. Another wants to be part of an exclusive distribution channel. What might be the reasons for these choices? 3. Why might a new manufacturer want their products to be sold in the maximum number of retail outlets? Is this a good idea? 4. Explain the retailing concept. Apply it to a retail store you know. 5. Define the term total retail experience. Then describe a recent retail situation in which your expectations were surpassed, and state why