Question 1

To which of the following categories of services does a mobile phone belong?

Accepted Answer

A) major service with accompanying minor services 
B) major service with accompanying minor goods 
C) pure service 
D) pure tangible good 
E) tangible good with accompanying services 
A) major service with accompanying minor services 
B) major service with accompanying minor goods 
C) pure service 
D) pure tangible good 
E) tangible good with accompanying services

Question 2

Services high in ________ have characteristics that the buyers can evaluate before purchase.

Accepted Answer

A) search qualities 
B) experience qualities 
C) credence qualities 
D) privacy qualities 
E) storing qualities 
A) search qualities 
B) experience qualities 
C) credence qualities 
D) privacy qualities 
E) storing qualities

Question 3

________ describes the employees' skill in serving the client.

Accepted Answer

A) External marketing 
B) Internal marketing 
C) Promotional marketing 
D) Direct marketing 
E) Interactive marketing 
A) External marketing 
B) Internal marketing 
C) Promotional marketing 
D) Direct marketing 
E) Interactive marketing

Question 4

The experience qualities of a good or service can be evaluated after purchase.

Accepted Answer

A) True 
 B)False

Question 5

A catering company ordered a number of portable stoves for its operations.The portable stove supplier not only set up the stoves but also provided training to the people who needed to use it.It also let the catering company know that it would be undertaking the maintenance and repair services for the stoves.What kind of a service is the supplier providing?

Accepted Answer

The supplier is said

Question 6

When a theater sells matinee movie tickets at low prices,it aims to shift some demand from the peak to the off-peak period.What is the strategy that the theater is said to be adopting?

Accepted Answer

A) It is providing complementary services. 
B) It is increasing peak-time efficiency. 
C) It is using linear pricing. 
D) It is using differential pricing. 
E) It is sharing services. 
A) It is providing complementary services. 
B) It is increasing peak-time efficiency. 
C) It is using linear pricing. 
D) It is using differential pricing. 
E) It is sharing services.

Question 7

Intangibility with regards to a service means that the service cannot be duplicated across providers.

Accepted Answer

A) True 
 B)False

Question 8

When sellers agree to provide free maintenance and repair services for a specified period of time at a specified contract price,they are offering ________.

Accepted Answer

A) a complementary service 
B) payment equity 
C) a service blueprint 
D) differential pricing 
E) an extended warranty 
A) a complementary service 
B) payment equity 
C) a service blueprint 
D) differential pricing 
E) an extended warranty

Question 9

Which of the following is an example of a complementary service?

Accepted Answer

A) Big department stores usually hire extra staff to handle the rush during the holiday season. 
B) The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote mini vacation weekends for non-business customers as well. 
C) More paramedics are on hand to assist physicians during times when emergency admissions are highest. 
D) AXA Bank set up automated teller machines so that its customers could avoid standing in line. 
E) Chesterton College hires part-time teachers when enrollment goes up. 
A) Big department stores usually hire extra staff to handle the rush during the holiday season. 
B) The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote mini vacation weekends for non-business customers as well. 
C) More paramedics are on hand to assist physicians during times when emergency admissions are highest. 
D) AXA Bank set up automated teller machines so that its customers could avoid standing in line. 
E) Chesterton College hires part-time teachers when enrollment goes up.

Question 10

When customers calculate the perceived economic benefits of a continuously provided service in relationship to the economic costs,they are gauging the ________.

Accepted Answer

A) private equity 
B) brand equity 
C) payment equity 
D) customer-service equity 
E) product-service equity 
A) private equity 
B) brand equity 
C) payment equity 
D) customer-service equity 
E) product-service equity

Question 11

Some Apac Cleaning customers have long-term contracts for full-service cleaning,while others call the company as and when they require a particular service.The long-term customers have their queries handled by the company's customer service representative.The rest of its customers are directed towards voice messages when they want their inquiries to be processed.What strategy is the company adopting to achieve marketing excellence?

Accepted Answer

The company is trying to diffe

Question 12

Retail chain REB wants to find out how its customers perceive its services and what it can do to improve these.What methods can the company use to discover this?

Accepted Answer

REB can audit service performance,both t

Question 13

Which of the following is an example of a pure service?

Accepted Answer

A) air travel 
B) physiotheraphy 
C) baby oil 
D) a laptop 
E) a restaurant meal 
A) air travel 
B) physiotheraphy 
C) baby oil 
D) a laptop 
E) a restaurant meal

Question 14

A flight with complementary drinks is an example of a ________.

Accepted Answer

A) major service with accompanying minor goods and services 
B) pure service 
C) pure tangible good 
D) tangible good with accompanying services 
E) hybrid 
A) major service with accompanying minor goods and services 
B) pure service 
C) pure tangible good 
D) tangible good with accompanying services 
E) hybrid

Question 15

Leo's manager has asked him and his teammates to demonstrate caring towards customers.They are instructed to learn the customers' names,and use the customers' names while interacting with them.Repeat customers should get special attention,and the team members should remember their preferences and habits.The manager is asking the team to be ________.

Accepted Answer

A) assuring 
B) candid 
C) empathetic 
D) reliable 
E) responsive 
A) assuring 
B) candid 
C) empathetic 
D) reliable 
E) responsive

Question 16

The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote mini vacation weekends for non-business customers as well.What is the Caesar Park Hotel trying to do?

Accepted Answer

A) It is implementing premium pricing. 
B) It is trying to cultivate nonpeak demand. 
C) It is promoting complementary services. 
D) It is putting reservation systems in place. 
E) It is implementing differential pricing. 
A) It is implementing premium pricing. 
B) It is trying to cultivate nonpeak demand. 
C) It is promoting complementary services. 
D) It is putting reservation systems in place. 
E) It is implementing differential pricing.

Question 17

The customer service representatives at G.K.'s customer service center must know as much about the products as possible,so that they can help the customers solve their difficulties without sounding hesitant or unsure of themselves.Which of the following determinants of service quality are they being asked to demonstrate?

Accepted Answer

A) responsiveness 
B) assurance 
C) empathy 
D) reliability 
E) tangibility 
A) responsiveness 
B) assurance 
C) empathy 
D) reliability 
E) tangibility

Question 18

________ describes the normal work of preparing,pricing,distributing,and promoting the service to customers.

Accepted Answer

A) Interactive marketing 
B) Internal marketing 
C) External marketing 
D) Promotional marketing 
E) Direct marketing 
A) Interactive marketing 
B) Internal marketing 
C) External marketing 
D) Promotional marketing 
E) Direct marketing

Question 19

Customers who view a service as homogeneous ________.

Accepted Answer

A) only patronize a preferred service provider 
B) judge services on the basis of the providers 
C) care less about the provider than about the price 
D) pick a service provider based on functional attributes 
E) opt for the service with the highest price,irrespective of quality 
A) only patronize a preferred service provider 
B) judge services on the basis of the providers 
C) care less about the provider than about the price 
D) pick a service provider based on functional attributes 
E) opt for the service with the highest price,irrespective of quality

Question 20

Josh gets his bike serviced at Dean's Garage even though there's another garage much closer to home.He prefers Dean's because the work is usually done quickly and the staff try to solve the issues with the bike as soon as possible.Dean's Garage excels at which of the following five determinants of service quality?

Accepted Answer

A) reliability 
B) responsiveness 
C) assurance 
D) empathy 
E) tangibles 
A) reliability 
B) responsiveness 
C) assurance 
D) empathy 
E) tangibles

To which of the following categories of services does a mobile phone belong?

Services high in ________ have characteristics that the buyers can evaluate before purchase.

________ describes the employees' skill in serving the client.

The experience qualities of a good or service can be evaluated after purchase.

When a theater sells matinee movie tickets at low prices,it aims to shift some demand from the peak to the off-peak period.What is the strategy that the theater is said to be adopting?

Intangibility with regards to a service means that the service cannot be duplicated across providers.

When sellers agree to provide free maintenance and repair services for a specified period of time at a specified contract price,they are offering ________.

Which of the following is an example of a complementary service?

When customers calculate the perceived economic benefits of a continuously provided service in relationship to the economic costs,they are gauging the ________.

Retail chain REB wants to find out how its customers perceive its services and what it can do to improve these.What methods can the company use to discover this?

Which of the following is an example of a pure service?

A flight with complementary drinks is an example of a ________.

The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote mini vacation weekends for non-business customers as well.What is the Caesar Park Hotel trying to do?

________ describes the normal work of preparing,pricing,distributing,and promoting the service to customers.

Customers who view a service as homogeneous ________.

Defining Marketing for the New Realities

Developing Marketing Strategies and Plans

Gathering Information and Forecasting Demand

Conducting Marketing Research

Creating Customer Value,satisfaction,and Loyalty

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Positioning

Competitive Dynamics

Setting Product Strategy

Developing Pricing Strategies and Programs

Designing and Managing Marketing Channels and Value Networks

Managing Retailing,wholesaling,and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications: Advertising, sales Promotions, events, and Public Relations

Managing Digital Communications: Online, social Media, and Mobile

Managing Personal Communications: Direct and Database Marketing and Personal Selling

Introducing New Market Offerings

Tapping Into Global Markets

Managing a Holistic Marketing Organization

Filters

Exam 13: Designing and Managing Services

To which of the following categories of services does a mobile phone belong?

Services high in ________ have characteristics that the buyers can evaluate before purchase.

________ describes the employees' skill in serving the client.

The experience qualities of a good or service can be evaluated after purchase.

When a theater sells matinee movie tickets at low prices,it aims to shift some demand from the peak to the off-peak period.What is the strategy that the theater is said to be adopting?

Intangibility with regards to a service means that the service cannot be duplicated across providers.

When sellers agree to provide free maintenance and repair services for a specified period of time at a specified contract price,they are offering ________.

Which of the following is an example of a complementary service?

When customers calculate the perceived economic benefits of a continuously provided service in relationship to the economic costs,they are gauging the ________.

Retail chain REB wants to find out how its customers perceive its services and what it can do to improve these.What methods can the company use to discover this?

Which of the following is an example of a pure service?

A flight with complementary drinks is an example of a ________.

The Caesar Park Hotel generally caters to business customers during the week,but has now decided to promote mini vacation weekends for non-business customers as well.What is the Caesar Park Hotel trying to do?

________ describes the normal work of preparing,pricing,distributing,and promoting the service to customers.

Customers who view a service as homogeneous ________.

Defining Marketing for the New Realities

Developing Marketing Strategies and Plans

Gathering Information and Forecasting Demand

Conducting Marketing Research

Creating Customer Value,satisfaction,and Loyalty

Analyzing Consumer Markets

Analyzing Business Markets

Identifying Market Segments and Targets

Creating Brand Equity

Crafting the Brand Positioning

Competitive Dynamics

Setting Product Strategy

Developing Pricing Strategies and Programs

Designing and Managing Marketing Channels and Value Networks

Managing Retailing,wholesaling,and Logistics

Designing and Managing Integrated Marketing Communications

Managing Mass Communications: Advertising, sales Promotions, events, and Public Relations

Managing Digital Communications: Online, social Media, and Mobile

Managing Personal Communications: Direct and Database Marketing and Personal Selling

Introducing New Market Offerings

Tapping Into Global Markets

Managing a Holistic Marketing Organization

Filters