Question1. Outline the five distinctive characteristics of service and illustrate them with reference to a service product such as a restaurant.
Question2. Identify and explain five characteristics of a good service organization.
Question3. Define the following terms:
I. “Consumer”
II. “Consumer Behaviour”
Question4. Discuss the four main theories of consumer behaviour
Question5. Identify any four basic social influences that affect most buyers
Question6. Using a relevant example, apply and explain the consumer buying decision process
Question7. Define the term “product”.
Question8. Products exist in 3 levels. Use relevant examples, in explaining the three levels.
Question9. Examine the key macro- environmental factors that affect firms operating in today’s business environment.