39) To be a benchmark, a target must be willing to allow competitors to view its operations and tour its facilities. A target would be willing to allow this because

1. competitive advantage can be gained through creating psychological barriers to competition.
2. openness to competitors provides an impetus for continual improvement within the benchmark firm.
3. Both a and b.
4. Neither a nor b.

40) Benchmarking external customer service in another company may help an organization answer which of the following questions?

1. How should customer service specialists be trained?
2. How would customer complaints be settled?
3. How should refunds be managed?
4. All of these questions could be benchmarked to another company.