Contemporary Marketing 16th Edition by Louis Boone,David Kurtz

Exercise 32

With a classmate, visit two or three retail stores that compete with each other in your area and compare their customer service strategies. (You might want to visit each store more than once to avoid making a snap judgment.) Select at least five criteria and use them to assess each store. How do you think each store sees its customer service strategy as fitting into its overall retailing strategy? Present your findings in detail to the class.