Juan goes to a large electronics retailer to get information on an upcoming television purchase.He discusses his purchase with a retail salesperson who is not under the direct control of the television manufacturer.Which of the four basic categories of touch points does the retail salesperson represent?
A)company-created touch point
B)planned touch point
C)intrinsic touch point
D)unexpected touch point
E)customer-initiated touch point

Question

Quizplus · Accepted Answer

Intrinsic touch points are interactions that occur with a brand or product during the purchasing process that are not directly controlled by the company. In this case, the retail salesperson, who is not under the direct control of the television manufacturer, represents an intrinsic touch point because the interaction happens naturally as part of the shopping experience.

Juan Goes to a Large Electronics Retailer to Get Information