BMZ ACADEMY
BMZ ACADEMY
@061 262 1185/068 053 8213/0717 513 144
BMZ ACADEMY 061 262 1185/068 053 8213/0717 513 144
, BMZ ACADEMY
QUESTION 1
Service marketing communication has certain unique demands, which can
cause inconsistencies between what is communicated, and the service
delivered. Demonstrate how Tracker South Africa will be influenced by the
principal factors that can cause inconsistencies between its external
communication and its service delivery. Your answer should demonstrate
reasoning and should be based on the information available on Tracker South
Africa. Your answer should include a practical application for each of the
principal factors you discuss. (8)
Service marketing communication can be influenced by several factors that may cause
inconsistencies between what is communicated and the service delivered. For Tracker
South Africa, these factors may include:
Employee Training: Inconsistent training of employees could lead to differences in
how they interact with customers. Practical application: Implement standardized
training programs to ensure all employees deliver a consistent service experience.
Service Quality Control: Variability in service quality may arise if there's no robust
quality control mechanism in place. Practical application: Establish quality assurance
processes and conduct regular audits.
Customer Expectations: Overpromising in marketing materials can set unrealistic
expectations. Practical application: Ensure marketing messages align with the actual
capabilities of the service.
Communication Channels: Inconsistent messaging across various communication
channels can confuse customers. Practical application: Maintain a cohesive and
coordinated approach to communication across all channels.
QUESTION 2
BMZ ACADEMY 061 262 1185/068 053 8213/0717 513 144
BMZ ACADEMY
@061 262 1185/068 053 8213/0717 513 144
BMZ ACADEMY 061 262 1185/068 053 8213/0717 513 144
, BMZ ACADEMY
QUESTION 1
Service marketing communication has certain unique demands, which can
cause inconsistencies between what is communicated, and the service
delivered. Demonstrate how Tracker South Africa will be influenced by the
principal factors that can cause inconsistencies between its external
communication and its service delivery. Your answer should demonstrate
reasoning and should be based on the information available on Tracker South
Africa. Your answer should include a practical application for each of the
principal factors you discuss. (8)
Service marketing communication can be influenced by several factors that may cause
inconsistencies between what is communicated and the service delivered. For Tracker
South Africa, these factors may include:
Employee Training: Inconsistent training of employees could lead to differences in
how they interact with customers. Practical application: Implement standardized
training programs to ensure all employees deliver a consistent service experience.
Service Quality Control: Variability in service quality may arise if there's no robust
quality control mechanism in place. Practical application: Establish quality assurance
processes and conduct regular audits.
Customer Expectations: Overpromising in marketing materials can set unrealistic
expectations. Practical application: Ensure marketing messages align with the actual
capabilities of the service.
Communication Channels: Inconsistent messaging across various communication
channels can confuse customers. Practical application: Maintain a cohesive and
coordinated approach to communication across all channels.
QUESTION 2
BMZ ACADEMY 061 262 1185/068 053 8213/0717 513 144
