Question 1 Outline strategies that an upscale driving school could implement to overcome the intangibility and variability of its service.

Question 2 Utilising the Flower of Service Model (Figure 4.3, page 111 in the prescribed textbook), distinguish between core, facilitating and enhancing services of ANZ's banking offering.

Question 3 Describe how rate fences can be used in a hotel service context. Utilise at least five (5) rate fences from both physical and non-physical categories to illustrate this.

Question 4 Describe how a cinema can enhance its customer loyalty by building social, customisation, and structural bonds with its customers.