Question 1

The salvage value of unsold services is:

Accepted Answer

A)  Equivalent to the salvage value of products. 
B)  Dependent upon the type of service. 
C)  Dependent upon the accounting practices of the firm. 
D)  Zero. 
E)  The cost of labor to deliver the service. 
A)  Equivalent to the salvage value of products. 
B)  Dependent upon the type of service. 
C)  Dependent upon the accounting practices of the firm. 
D)  Zero. 
E)  The cost of labor to deliver the service.

Question 2

Although standardization of services may be difficult to achieve,firms can attempt to:

Accepted Answer

A)  Achieve standardization through training of employees. 
B)  Provide high levels of consistency. 
C)  Rationalize why standardization is not achieved. 
D)  Develop more franchises in order to achieve standardization. 
E)  Ignore the impact of lack of standardization of service on customers. 
A)  Achieve standardization through training of employees. 
B)  Provide high levels of consistency. 
C)  Rationalize why standardization is not achieved. 
D)  Develop more franchises in order to achieve standardization. 
E)  Ignore the impact of lack of standardization of service on customers.

Question 3

The service sector of the U.S.economy is approximately:

Accepted Answer

A)  The same size as the manufacturing sector. 
B)  One-and-one-half times the size of the manufacturing sector. 
C)  Three times as large as the manufacturing sector. 
D)  Twice the size of the manufacturing sector. 
E)  One-half the size of the manufacturing sector. 
A)  The same size as the manufacturing sector. 
B)  One-and-one-half times the size of the manufacturing sector. 
C)  Three times as large as the manufacturing sector. 
D)  Twice the size of the manufacturing sector. 
E)  One-half the size of the manufacturing sector.

Question 4

Generally services are:

Accepted Answer

A)  More difficult to standardize than products. 
B)  Less difficult to standardize than products. 
C)  Equally difficult to standardize as products. 
D)  Highly standardized compared with products. 
E)  Incapable of being standardized. 
A)  More difficult to standardize than products. 
B)  Less difficult to standardize than products. 
C)  Equally difficult to standardize as products. 
D)  Highly standardized compared with products. 
E)  Incapable of being standardized.

Question 5

The difference in approach and emphasis used to market services as opposed to tangible goods will be evident in the firm's:

Accepted Answer

A)  Product strategy. 
B)  Price strategy. 
C)  Promotion strategy. 
D)  Distribution strategy. 
E)  All of the above. 
A)  Product strategy. 
B)  Price strategy. 
C)  Promotion strategy. 
D)  Distribution strategy. 
E)  All of the above.

Question 6

As a general rule,marketing channels for services tend to be __________ channels for products.

Accepted Answer

A)  longer than 
B)  shorter than 
C)  about the same length as 
D)  more intense than 
E)  more selective than 
A)  longer than 
B)  shorter than 
C)  about the same length as 
D)  more intense than 
E)  more selective than

Question 7

Service providers,in effect,are:

Accepted Answer

A)  Manufacturers. 
B)  Retailers. 
C)  Manufacturers and retailers combined. 
D)  Franchisors. 
E)  Franchisors and franchisees combined. 
A)  Manufacturers. 
B)  Retailers. 
C)  Manufacturers and retailers combined. 
D)  Franchisors. 
E)  Franchisors and franchisees combined.

Question 8

A concert is given for which 5,000 seats remain unsold.The impossibility of saving those seats for sale at another time is related to which characteristic of services?

Accepted Answer

A)  Intangibility 
B)  Inseparability 
C)  Standardization 
D)  Perishability 
E)  Customer involvement 
A)  Intangibility 
B)  Inseparability 
C)  Standardization 
D)  Perishability 
E)  Customer involvement

Question 9

A hotel chain talks about its great attention to detail in its ads,and in each room,it includes a small sewing kit with extra shirt and blouse buttons.In this case,the hotel chain is an example of:

Accepted Answer

A)  Charge more for its services. 
B)  Tangibility of services 
C)  Get customers involved in providing services. 
D)  Separate out particular services. 
E)  Entice new customers to make reservations. 
A)  Charge more for its services. 
B)  Tangibility of services 
C)  Get customers involved in providing services. 
D)  Separate out particular services. 
E)  Entice new customers to make reservations.

Question 10

The problem of standardizing services is affected mostly by:

Accepted Answer

A)  The high costs involved. 
B)  The diversity of services. 
C)  The high degree of labor intensity. 
D)  The perishability of services. 
E)  Customer input. 
A)  The high costs involved. 
B)  The diversity of services. 
C)  The high degree of labor intensity. 
D)  The perishability of services. 
E)  Customer input.

Question 11

The principle that the channel should be designed to maximize the sale of a service during its limited exposure to the target market is aimed at dealing with:

Accepted Answer

A)  The intangibility of services. 
B)  The inseparability of services. 
C)  The high cost of services. 
D)  The perishability of services. 
E)  The limited involvement of the customer. 
A)  The intangibility of services. 
B)  The inseparability of services. 
C)  The high cost of services. 
D)  The perishability of services. 
E)  The limited involvement of the customer.

Question 12

Which of the following is not an example of services that can be highly customized?

Accepted Answer

A) Legal services 
B)  Fast food restaurants 
C)  Surgery 
D)  Real estate sales 
E)  Hairstyles 
A) Legal services 
B)  Fast food restaurants 
C)  Surgery 
D)  Real estate sales 
E)  Hairstyles

Question 13

Customer involvement in providing services is __________ in shoe shines and __________ for haircuts.

Accepted Answer

A)  low; high 
B)  high; low 
C)  about the same 
D)  high; high 
E)  low; low 
A)  low; high 
B)  high; low 
C)  about the same 
D)  high; high 
E)  low; low

Question 14

Which of the following is not an example of customer involvement in services?

Accepted Answer

A)  a couple delivering their income and expense records to a tax accountant 
B)  a client stipulating her investment goals to a stock broker 
C)  a customer requesting "no pickles" on his hamburger 
D)  a customer choosing the red rather than the black motorcycle helmet 
E)  a customer identifying flight times and days to an airline ticket agent 
A)  a couple delivering their income and expense records to a tax accountant 
B)  a client stipulating her investment goals to a stock broker 
C)  a customer requesting "no pickles" on his hamburger 
D)  a customer choosing the red rather than the black motorcycle helmet 
E)  a customer identifying flight times and days to an airline ticket agent

Question 15

Services and their providers are tied __________ products and their producers.

Accepted Answer

A)  as tightly as 
B)  more tightly than 
C)  somewhat less tightly than 
D)  much less tightly than 
E)  There is no general rule that can be applied here. 
A)  as tightly as 
B)  more tightly than 
C)  somewhat less tightly than 
D)  much less tightly than 
E)  There is no general rule that can be applied here.

Question 16

Compared to tangible products,services:

Accepted Answer

A)  Less often are customized. 
B)  More often are customized. 
C)  More often are customized in the industrial market but not in the consumer market. 
D)  More often are customized in the consumer market but not in the industrial market. 
E)  Have about the same occurrence of customization. 
A)  Less often are customized. 
B)  More often are customized. 
C)  More often are customized in the industrial market but not in the consumer market. 
D)  More often are customized in the consumer market but not in the industrial market. 
E)  Have about the same occurrence of customization.

Question 17

All of the following are services except:

Accepted Answer

A)  This class. 
B)  A checking account. 
C)  A Broadway musical. 
D)  An oil change for a car. 
E)  A book. 
A)  This class. 
B)  A checking account. 
C)  A Broadway musical. 
D)  An oil change for a car. 
E)  A book.

Question 18

At the point of contact with the service provider,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 19

Which of the following is not a flow that is necessary for many services to move through marketing channels?

Accepted Answer

A)  Information 
B)  Negotiation 
C)  Product 
D)  Promotion 
E)  Knowledge 
A)  Information 
B)  Negotiation 
C)  Product 
D)  Promotion 
E)  Knowledge

The salvage value of unsold services is:

Although standardization of services may be difficult to achieve,firms can attempt to:

The service sector of the U.S.economy is approximately:

Generally services are:

The difference in approach and emphasis used to market services as opposed to tangible goods will be evident in the firm's:

As a general rule,marketing channels for services tend to be __________ channels for products.

Service providers,in effect,are:

A concert is given for which 5,000 seats remain unsold.The impossibility of saving those seats for sale at another time is related to which characteristic of services?

A hotel chain talks about its great attention to detail in its ads,and in each room,it includes a small sewing kit with extra shirt and blouse buttons.In this case,the hotel chain is an example of:

The problem of standardizing services is affected mostly by:

The principle that the channel should be designed to maximize the sale of a service during its limited exposure to the target market is aimed at dealing with:

Which of the following is not an example of services that can be highly customized?

Customer involvement in providing services is in shoe shines and for haircuts.

Which of the following is not an example of customer involvement in services?

Services and their providers are tied __________ products and their producers.

Compared to tangible products,services:

All of the following are services except:

At the point of contact with the service provider,the customer perceives the service and the channel as being:

Which of the following is not a flow that is necessary for many services to move through marketing channels?

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

The salvage value of unsold services is:

Although standardization of services may be difficult to achieve,firms can attempt to:

The service sector of the U.S.economy is approximately:

Generally services are:

The difference in approach and emphasis used to market services as opposed to tangible goods will be evident in the firm's:

As a general rule,marketing channels for services tend to be __________ channels for products.

Service providers,in effect,are:

A concert is given for which 5,000 seats remain unsold.The impossibility of saving those seats for sale at another time is related to which characteristic of services?

A hotel chain talks about its great attention to detail in its ads,and in each room,it includes a small sewing kit with extra shirt and blouse buttons.In this case,the hotel chain is an example of:

The problem of standardizing services is affected mostly by:

The principle that the channel should be designed to maximize the sale of a service during its limited exposure to the target market is aimed at dealing with:

Which of the following is not an example of services that can be highly customized?

Customer involvement in providing services is __________ in shoe shines and __________ for haircuts.

Which of the following is not an example of customer involvement in services?

Services and their providers are tied __________ products and their producers.

Compared to tangible products,services:

All of the following are services except:

At the point of contact with the service provider,the customer perceives the service and the channel as being:

Which of the following is not a flow that is necessary for many services to move through marketing channels?

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

Customer involvement in providing services is in shoe shines and for haircuts.