The following paragraph contains two incomplete statements. Select the answer choice containing the term that correctly completes the paragraph. One characteristic of insurance products that presents a marketing challenge is ________________, which is defined as the variability or lack of consistency in the performance of a service. Actions that companies can take to reduce _______________ include standardizing operating procedures whenever feasible and using technology to boost efficiency and consistency. A) perishability B) intangibility C) homogeneity D) heterogeneity