assignment 1

HA405 : The Class : Product/Service : Product/Service : assignment 1

Assignment 1: Synthesis Question -P2, S3, T1

This synthesis question asks you to comment on the nature of Products/Services. It is well understood in selling or any other influencing for that matter, that the consultative seller (person that wants to do the "influencing") must clearly understand all facets of his/her product/service. The reason for this is that the consultative salesperson is similar to a doctor. Doctors must know what medicines to prescribe to the patient after learning the patient's needs (ailments). A consultative salesperson must know the exact "feature/benefit" to prescribe to satisfy the customer's need or problem to be solved. Products/services are problem-solving tools.

1. From the Online Lesson: McNeill's Article, " and How is it Connected to "Competitive-Advantage?" In your own words, answer both of the questions asked in the TITLE OF THE ARTICLE:

(a) What is a Product/service

(b)How is it Connected toCompetitive-Advantage?

2. From your TEXT ONLINE:

a. In the 5-Gap Model of service quality, explain what causes Gap 1.

b. Describe a time when you personally had a Gap 4 problem.

c. How does good quality increase employee satisfaction?

3. From your "Role-Play" reading:

a. list ALL “Features” (products/services offered) for the Hyatt Regency Phoenix. These features are ALL associated with the Hyatt. Be detailed. You will find as many as 30 features.

4. From your "Role-Play" reading (above) and from the list of total features that you completed, select “features” that would apply or be of high interest to a Meeting Planner.

a. For each of these “translate” the features into benefits. Features that apply to meeting planners will be LESS than the approximate 30 total features. You will find about 12 to 17 features. Make sure that you TRANSLATE each of these into "benefits."

For grading purposes, please provide the following information:

Your Name:
Your Email address:

Once you have filled in the areas above, click the Send button below to send your response to the instructor.

Send E-mail to Richard G McNeill Ed.D., CHME
or call (520) 523-1713