Question 1

Providers of executive search,taxi,health care and other highly customized services:

Accepted Answer

A)  Must rely on repetitive processes. 
B)  Can easily develop a channel design. 
C)  Face increased difficulty in the designing and operating channels. 
D)  Do not need to be as concerned with efficiency since they charge higher prices. 
E)  Have a long channel design. 
A)  Must rely on repetitive processes. 
B)  Can easily develop a channel design. 
C)  Face increased difficulty in the designing and operating channels. 
D)  Do not need to be as concerned with efficiency since they charge higher prices. 
E)  Have a long channel design. C

Question 2

Which of the following is not usually cited as a characteristic that distinguishes services from products?

Accepted Answer

A)  Inseparability of services 
B)  Difficulty of standardization of services 
C)  Customer involvement in services 
D)  Perishability of services 
E)  Tangibility of services 
A)  Inseparability of services 
B)  Difficulty of standardization of services 
C)  Customer involvement in services 
D)  Perishability of services 
E)  Tangibility of services E

Question 3

All of the following are true for services as compared to goods except:

Accepted Answer

A)  Little or no inventories are required to offer services. 
B)  Supervisions for services is more specialized. 
C)  Emphasis on quality is greater. 
D)  Service costs are more standardized; therefore, pricing is easier. 
E)  Value is more difficult for consumers to determine. 
A)  Little or no inventories are required to offer services. 
B)  Supervisions for services is more specialized. 
C)  Emphasis on quality is greater. 
D)  Service costs are more standardized; therefore, pricing is easier. 
E)  Value is more difficult for consumers to determine. D

Question 4

The separability of a tangible product from its producer means that:

Accepted Answer

A)  The product itself can counteract poor distribution. 
B)  Differentiating tangible products is straightforward. 
C)  Pricing strategies are far easier than for services. 
D)  Cost efficiencies are easier to achieve. 
E)  Both products and services require high delivery standards. 
A)  The product itself can counteract poor distribution. 
B)  Differentiating tangible products is straightforward. 
C)  Pricing strategies are far easier than for services. 
D)  Cost efficiencies are easier to achieve. 
E)  Both products and services require high delivery standards.

Question 5

Which of the following services would be the least difficult to standardize?

Accepted Answer

A)  Legal advice 
B)  Psychiatric diagnosis 
C)  Architectural design 
D)  Automatic car wash 
E)  Medical care 
A)  Legal advice 
B)  Psychiatric diagnosis 
C)  Architectural design 
D)  Automatic car wash 
E)  Medical care

Question 6

Which of the following is not an example of services that are tied directly to the providers of the service that is found in inseparability?

Accepted Answer

A)  Filling in a tooth 
B)  Painting a house 
C)  Auto manufacturers 
D)  Completing an air flight 
E)  Giving marital advice 
A)  Filling in a tooth 
B)  Painting a house 
C)  Auto manufacturers 
D)  Completing an air flight 
E)  Giving marital advice

Question 7

Service sector firms employ more than __________ out of every five private sector workers in the U.S.

Accepted Answer

A)  1 
B)  2 
C)  3 
D)  4 
E)  5 
A)  1 
B)  2 
C)  3 
D)  4 
E)  5

Question 8

Franchises that include franchisee direction in such areas as marketing strategy,training,merchandise management,and quality control are usually referred to as:

Accepted Answer

A)  Product franchises. 
B)  Trademark franchises. 
C)  Business format franchises. 
D)  Quick franchises. 
E)  Exclusive franchises. 
A)  Product franchises. 
B)  Trademark franchises. 
C)  Business format franchises. 
D)  Quick franchises. 
E)  Exclusive franchises.

Question 9

It is the __________ of services that makes them more difficult to differentiate from each other than products.

Accepted Answer

A)  high cost 
B)  uniformity 
C)  inseparability 
D)  intangibility 
E)  standardization 
A)  high cost 
B)  uniformity 
C)  inseparability 
D)  intangibility 
E)  standardization

Question 10

Service retailers,as opposed to tangible goods retailers,need to recognize all of the following except:

Accepted Answer

A)  Profit after labor costs replaces gross margin as a key financial measure. 
B)  Personal selling often will be needed. 
C)  Exact prices can be quoted to customers. 
D)  Adjustment policies are needed since returns are not possible. 
E)  Supervisors must be able to assess the quality of service that is provided to customers. 
A)  Profit after labor costs replaces gross margin as a key financial measure. 
B)  Personal selling often will be needed. 
C)  Exact prices can be quoted to customers. 
D)  Adjustment policies are needed since returns are not possible. 
E)  Supervisors must be able to assess the quality of service that is provided to customers.

Question 11

Because services do not exist apart from the provider of services,the customer perceives the service and the channel as being:

Accepted Answer

A)  Separated by space and time. 
B)  Highly perishable. 
C)  Highly personalized. 
D)  Intangible. 
E)  The same thing. 
A)  Separated by space and time. 
B)  Highly perishable. 
C)  Highly personalized. 
D)  Intangible. 
E)  The same thing.

Question 12

__________ means that services cannot be produced in advance or in anticipation of customer needs.

Accepted Answer

A)  Inseparability 
B)  Intangibility 
C)  Standardization 
D)  Perishability 
E)  Involvement 
A)  Inseparability 
B)  Intangibility 
C)  Standardization 
D)  Perishability 
E)  Involvement

Question 13

Most small independent service providers such as doctors,auto mechanics,and shoe repairers use a __________ channel.

Accepted Answer

A)  franchise 
B)  cooperative 
C)  single intermediary 
D)  independent retailer 
E)  direct channel to consumers 
A)  franchise 
B)  cooperative 
C)  single intermediary 
D)  independent retailer 
E)  direct channel to consumers

Question 14

According to the textbook,the retrenchment of Hyatt Legal Services was caused by:

Accepted Answer

A)  Fraud and corruption. 
B)  Too many branches. 
C)  A complex, confusing and cumbersome franchise contract. 
D)  A large scale organization attempting to handle non-routine legal services. 
E)  None of the above. 
A)  Fraud and corruption. 
B)  Too many branches. 
C)  A complex, confusing and cumbersome franchise contract. 
D)  A large scale organization attempting to handle non-routine legal services. 
E)  None of the above.

Question 15

The involvement of customers in the production of services is usually:

Accepted Answer

A)  Totally absent. 
B)  The same for product production. 
C)  Much less than their involvement in product production. 
D)  Greater than their involvement in product production. 
E)  Requires input from customers at the development stage. 
A)  Totally absent. 
B)  The same for product production. 
C)  Much less than their involvement in product production. 
D)  Greater than their involvement in product production. 
E)  Requires input from customers at the development stage.

Question 16

Priceline.com,Orbitz,and Hotwire are all examples of:

Accepted Answer

A)  Commercial travel agencies. 
B)  Airline ticket services. 
C)  Software companies. 
D)  Internet-based travel services. 
E)  Vacation planning firms. 
A)  Commercial travel agencies. 
B)  Airline ticket services. 
C)  Software companies. 
D)  Internet-based travel services. 
E)  Vacation planning firms.

Question 17

Services account for about __________ of the gross national product in the U.S.

Accepted Answer

A)  One-tenth 
B)  One-quarter 
C)  One-half 
D)  Two-thirds 
E)  Nine-tenths 
A)  One-tenth 
B)  One-quarter 
C)  One-half 
D)  Two-thirds 
E)  Nine-tenths

Question 18

Complete standardization of a service:

Accepted Answer

A)  Is an effective way to make services more tangible. 
B)  Tends to decrease the perishability of the service. 
C)  Is easier for consumer services than for industrial services. 
D)  Is not possible. 
E)  Is not recommended. 
A)  Is an effective way to make services more tangible. 
B)  Tends to decrease the perishability of the service. 
C)  Is easier for consumer services than for industrial services. 
D)  Is not possible. 
E)  Is not recommended.

Question 19

In terms of being in tune with customer demand and enhancing customer appeal,the marketing of services is __________ the marketing of products.

Accepted Answer

A)  the same as 
B)  much easier than 
C)  much more difficult than 
D)  entirely different than 
E)  much more scientific than 
A)  the same as 
B)  much easier than 
C)  much more difficult than 
D)  entirely different than 
E)  much more scientific than

Question 20

Business format franchising often is used in the marketing of services for all of the following reasons except:

Accepted Answer

A)  Provide scale economies. 
B)  Harness entrepreneurial spirit. 
C)  Help solve standardization problems. 
D)  A close business relationship between franchisee and franchisor is unnecessary. 
E)  Takes advantage of the drive and motivation associated with independently owned businesses. 
A)  Provide scale economies. 
B)  Harness entrepreneurial spirit. 
C)  Help solve standardization problems. 
D)  A close business relationship between franchisee and franchisor is unnecessary. 
E)  Takes advantage of the drive and motivation associated with independently owned businesses.

Providers of executive search,taxi,health care and other highly customized services:

Which of the following is not usually cited as a characteristic that distinguishes services from products?

All of the following are true for services as compared to goods except:

The separability of a tangible product from its producer means that:

Which of the following services would be the least difficult to standardize?

Which of the following is not an example of services that are tied directly to the providers of the service that is found in inseparability?

Service sector firms employ more than __________ out of every five private sector workers in the U.S.

Franchises that include franchisee direction in such areas as marketing strategy,training,merchandise management,and quality control are usually referred to as:

It is the __________ of services that makes them more difficult to differentiate from each other than products.

Service retailers,as opposed to tangible goods retailers,need to recognize all of the following except:

Because services do not exist apart from the provider of services,the customer perceives the service and the channel as being:

__________ means that services cannot be produced in advance or in anticipation of customer needs.

Most small independent service providers such as doctors,auto mechanics,and shoe repairers use a __________ channel.

According to the textbook,the retrenchment of Hyatt Legal Services was caused by:

The involvement of customers in the production of services is usually:

Priceline.com,Orbitz,and Hotwire are all examples of:

Services account for about __________ of the gross national product in the U.S.

Complete standardization of a service:

In terms of being in tune with customer demand and enhancing customer appeal,the marketing of services is __________ the marketing of products.

Business format franchising often is used in the marketing of services for all of the following reasons except:

Marketing Channel Concepts

The Channel Participants

The Environment of Marketing Channels

Behavioral Processes in Marketing Channels

Strategy in Marketing Channels

Designing Marketing Channels

Selecting the Channel Members

Target Markets and Channel Design Strategy

Motivating the Channel Members

Product Issues in Channel Management

Pricing Issues in Channel Management

Promotion through the Marketing Channel

Logistics and Channel Management

Evaluating Channel Member Performance

Electronic Marketing Channels

Franchise Marketing Channels

International Channel Perspectives

Filters

Exam 17: Marketing Channels for Services

Providers of executive search,taxi,health care and other highly customized services:

Which of the following is not usually cited as a characteristic that distinguishes services from products?

All of the following are true for services as compared to goods except:

The separability of a tangible product from its producer means that:

Which of the following services would be the least difficult to standardize?

Which of the following is not an example of services that are tied directly to the providers of the service that is found in inseparability?

Service sector firms employ more than __________ out of every five private sector workers in the U.S.

Franchises that include franchisee direction in such areas as marketing strategy,training,merchandise management,and quality control are usually referred to as:

It is the __________ of services that makes them more difficult to differentiate from each other than products.

Service retailers,as opposed to tangible goods retailers,need to recognize all of the following except:

Because services do not exist apart from the provider of services,the customer perceives the service and the channel as being:

__________ means that services cannot be produced in advance or in anticipation of customer needs.

Most small independent service providers such as doctors,auto mechanics,and shoe repairers use a __________ channel.

According to the textbook,the retrenchment of Hyatt Legal Services was caused by:

The involvement of customers in the production of services is usually:

Priceline.com,Orbitz,and Hotwire are all examples of:

Services account for about __________ of the gross national product in the U.S.

Complete standardization of a service:

In terms of being in tune with customer demand and enhancing customer appeal,the marketing of services is __________ the marketing of products.

Business format franchising often is used in the marketing of services for all of the following reasons except:

Marketing Channel Concepts

The Channel Participants

The Environment of Marketing Channels

Behavioral Processes in Marketing Channels

Strategy in Marketing Channels

Designing Marketing Channels

Selecting the Channel Members

Target Markets and Channel Design Strategy

Motivating the Channel Members

Product Issues in Channel Management

Pricing Issues in Channel Management

Promotion through the Marketing Channel

Logistics and Channel Management

Evaluating Channel Member Performance

Electronic Marketing Channels

Franchise Marketing Channels

International Channel Perspectives

Filters