One way for a firm to reduce the
Blank
______ gap is to ensure that the sales force does not make promises the firm cannot keep.

Question

One way for a firm to reduce the 
Blank
______ gap is to ensure that the sales force does not make promises the firm cannot keep.

BlackTom AI · Accepted Answer

When examining the statement, the key idea is preventing a mismatch between what the firm says it will do and what it actually does. 
Option 1: 'standards' would refer to internal performance benchmarks or quality standards, which is about how well the service is performed rather than the promises made to customers. This does not directly address the issue of promise-breaking promises. 
Option 2: 'communication' is the most fitting because the 'gap' here arises from what the firm communicates to customers (promises, assurances) versus what it can actually deliver. Reducing promises the firm cannot keep directly narrows the communication gap. 
Option 3: 'customer' would relate to customer expectations or perceptions, not the gap created by overpromising; while related, it doesn’t capture the specific mechanism of over-promising in communications. 
Option 4: 'delivery' would focus on how the service is actually performed or delivered, which is downstream of the promises; while delivery issues cause dissatisfaction, the proactive way to reduce the gap described is to limit unkept promises in communication. 
Thus, the option that best fits the described mechanism—preventing overpromising to close the communication-related gap—is the second choice.

One way for a firm to reduce the Blank ______ gap is to ensure that the sales force does not make promises the firm cannot keep.

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