When Sephora initially opened up, their business model did not fully meet consumers' expectations. If Sephora did not adjust, this would most likely result in which of the following?

a.Consumers who were delighted.

b.Consumers who were satisfied.

c.Consumers who are loyal.

d.Consumers who were dissatisfied.

Question Content Area

By registering with Sephora and shopping more frequently, consumers enjoy benefits such as samples and gifts. This is an example of which of the following?

a.Product placement

b.Customer relationship marketing (CRM) program

c.Personal selling

d.Loyalty program

Question Content Area

For Sephora, which of the following might potentially set consumer expectations?

a.Personal experience

b.Word of mouth from friends

c.Online product reviews

d.All of the above