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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) QUESTION 2 The links provided above, show that Tracker South Africa has partnered with the FNB eBucks Division. Discuss and provide practical examples of how Tracker South Africa can leverage any six (6) promotional tools to effectively promote its partnership with the FNB eBucks Division. (12) QUESTION 3 The loyalty programme that Tracker South Africa has with the FNB eBucks Division could hold certain benefits as well as disadvantages. List Five (5) benefits and seven (7) disadvantages that Tracker South Africa and its customers can derive from this loyalty programme. (12) QUESTION 4 Suppose Tracker South Africa has been experiencing a huge demand for its tracker products following its partnership with FNB eBucks. Discuss and provide practical examples for four resources that can be manipulated to ensure optimum revenue for Tracker South Africa. (8) QUESTION 5 Suppose you are employed as a relationship manager at Tracker South Africa and you have just received the following complaint: "After going through the process of adding an additional device to my contract as now required from my insurer, Tracker SA agreed to call me back with an installation date. Tracker SA did not call me back. After 12 days I have to battle through call centres, being transferred without answer to eventually on the 3rd attempt getting a booking. This service is poor." Discuss and provide practical examples for any Five (5) recovery strategies that Tracker SA can use to respond to the above service failure?

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) QUESTION 2 The links provided above, show that Tracker South Africa has partnered with the FNB eBucks Division. Discuss and provide practical examples of how Tracker South Africa can leverage any six (6) promotional tools to effectively promote its partnership with the FNB eBucks Division. (12) QUESTION 3 The loyalty programme that Tracker South Africa has with the FNB eBucks Division could hold certain benefits as well as disadvantages. List Five (5) benefits and seven (7) disadvantages that Tracker South Africa and its customers can derive from this loyalty programme. (12) QUESTION 4 Suppose Tracker South Africa has been experiencing a huge demand for its tracker products following its partnership with FNB eBucks. Discuss and provide practical examples for four resources that can be manipulated to ensure optimum revenue for Tracker South Africa. (8) QUESTION 5 Suppose you are employed as a relationship manager at Tracker South Africa and you have just received the following complaint: "After going through the process of adding an additional device to my contract as now required from my insurer, Tracker SA agreed to call me back with an installation date. Tracker SA did not call me back. After 12 days I have to battle through call centres, being transferred without answer to eventually on the 3rd attempt getting a booking. This service is poor." Discuss and provide practical examples for any Five (5) recovery strategies that Tracker SA can use to respond to the above service failure?

Principles Of Marketing
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
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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) QUESTION 2 The links provided above, show that Tracker South Africa has partnered with the FNB eBucks Division. Discuss and provide practical examples of how Tracker South Africa can leverage any six (6) promotional tools to effectively promote its partnership with the FNB eBucks Division. (12) QUESTION 3 The loyalty programme that Tracker South Africa has with the FNB eBucks Division could hold certain benefits as well as disadvantages. List Five (5) benefits and seven (7) disadvantages that Tracker South Africa and its customers can derive from this loyalty programme. (12) QUESTION 4 Suppose Tracker South Africa has been experiencing a huge demand for its tracker products following its partnership with FNB eBucks. Discuss and provide practical examples for four resources that can be manipulated to ensure optimum revenue for Tracker South Africa. (8) QUESTION 5 Suppose you are employed as a relationship manager at Tracker South Africa and you have just received the following complaint: "After going through the process of adding an additional device to my contract as now required from my insurer, Tracker SA agreed to call me back with an installation date. Tracker SA did not call me back. After 12 days I have to battle through call centres, being transferred without answer to eventually on the 3rd attempt getting a booking. This service is poor." Discuss and provide practical examples for any Five (5) recovery strategies that Tracker SA can use to respond to the above service failure?
Transcribed Image Text: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) QUESTION 2 The links provided above, show that Tracker South Africa has partnered with the FNB eBucks Division. Discuss and provide practical examples of how Tracker South Africa can leverage any six (6) promotional tools to effectively promote its partnership with the FNB eBucks Division. (12) QUESTION 3 The loyalty programme that Tracker South Africa has with the FNB eBucks Division could hold certain benefits as well as disadvantages. List Five (5) benefits and seven (7) disadvantages that Tracker South Africa and its customers can derive from this loyalty programme. (12) QUESTION 4 Suppose Tracker South Africa has been experiencing a huge demand for its tracker products following its partnership with FNB eBucks. Discuss and provide practical examples for four resources that can be manipulated to ensure optimum revenue for Tracker South Africa. (8) QUESTION 5 Suppose you are employed as a relationship manager at Tracker South Africa and you have just received the following complaint: "After going through the process of adding an additional device to my contract as now required from my insurer, Tracker SA agreed to call me back with an installation date. Tracker SA did not call me back. After 12 days I have to battle through call centres, being transferred without answer to eventually on the 3rd attempt getting a booking. This service is poor." Discuss and provide practical examples for any Five (5) recovery strategies that Tracker SA can use to respond to the above service failure?
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