Question 1

Which of the following is a point in the customer contact audit for a health club?

Accepted Answer

A) group exercise programs 
B) the customer's diet 
C) too much traffic on the way to the club 
D) a willingness to exercise 
A) group exercise programs 
B) the customer's diet 
C) too much traffic on the way to the club 
D) a willingness to exercise

Question 2

Activities provided by Deloitte Consulting,PwC,Bain & Co,and McKinsey would most likely be classified as:

Accepted Answer

A) tangible activities or benefits provided to consumers in exchange for money or some other value. 
B) intangible items provided by an organization to consumers in exchange for money or something else of value. 
C) philanthropic activities performed in exchange for monetary remuneration. 
D) any activity, either tangible or intangible provided by an organization in exchange for monetary remuneration. 
A) tangible activities or benefits provided to consumers in exchange for money or some other value. 
B) intangible items provided by an organization to consumers in exchange for money or something else of value. 
C) philanthropic activities performed in exchange for monetary remuneration. 
D) any activity, either tangible or intangible provided by an organization in exchange for monetary remuneration.

Question 3

What are the four unique elements of services? How would they apply to a discount brokerage service?

Accepted Answer

The answer of What are the four unique elements of...

Question 4

Which of the following statements about services is true?

Accepted Answer

A) In Canada, the service sector is responsible for over 75 percent of its workforce. 
B) The marketing of services is the same as the marketing of goods. 
C) Services are both tangible and intangible items. 
D) Two out of ten Canadians work in the services industry. 
A) In Canada, the service sector is responsible for over 75 percent of its workforce. 
B) The marketing of services is the same as the marketing of goods. 
C) Services are both tangible and intangible items. 
D) Two out of ten Canadians work in the services industry.

Question 5

Which component of the promotional mix is particularly important for professional service firms?

Accepted Answer

A) advertising 
B) sales promotion 
C) personal selling 
D) public relations 
A) advertising 
B) sales promotion 
C) personal selling 
D) public relations

Question 6

Many service businesses use off-peak pricing,which consists of charging different prices during different times of the day or days of the week to reflect:

Accepted Answer

A) variations in costs of delivering service. 
B) variations in demand for the service. 
C) deviations from standard profit policies. 
D) holidays and other special promotional events. 
A) variations in costs of delivering service. 
B) variations in demand for the service. 
C) deviations from standard profit policies. 
D) holidays and other special promotional events.

Question 7

What is a Customer Contact Audit? Illustrate an example.

Accepted Answer

The answer of What is a Customer Contact Audit? Illustrate...

Question 8

When Theresa Martinez relocated from British Columbia to Ontario,she needed to find a bank with offices in her new province.Several banks offered the banking products (checking and savings accounts,loans,certificates of deposit)and financial products (mutual funds,insurance)available from her former bank,and she selected The Royal Bank.Later Theresa was impressed by the availability and willingness of people (tellers,personal bankers)to help her when she had questions.In this case,The Royal Bank affected Theresa's evaluation of the purchase through its:

Accepted Answer

A) credibility properties. 
B) characteristic properties. 
C) experience properties. 
D) gap analysis. 
A) credibility properties. 
B) characteristic properties. 
C) experience properties. 
D) gap analysis.

Question 9

According to the text,when designing the product element of the marketing mix for services,marketing managers should give special attention to:

Accepted Answer

A) advertising. 
B) branding. 
C) packaging. 
D) capacity management. 
A) advertising. 
B) branding. 
C) packaging. 
D) capacity management.

Question 10

The use of brand names is especially important for services because of which unique characteristic of services?

Accepted Answer

A) intangibility 
B) inseparability 
C) inconsistency 
D) invisibility 
A) intangibility 
B) inseparability 
C) inconsistency 
D) invisibility

Question 11

The two basic components of a customer's evaluation of services are:

Accepted Answer

A) expectations and customer contact. 
B) expectations and actual experience. 
C) intangibility and inconsistency. 
D) experience and credence. 
A) expectations and customer contact. 
B) expectations and actual experience. 
C) intangibility and inconsistency. 
D) experience and credence.

Question 12

Place or distribution is extremely important to the managing services because of which unique characteristic of services?

Accepted Answer

A) inventory costs 
B) inconsistency 
C) inseparability 
D) intangibility 
A) inventory costs 
B) inconsistency 
C) inseparability 
D) intangibility

Question 13

Organizations attempt to reduce the inconsistency in the delivery of services through:

Accepted Answer

A) higher incentives to employees for satisfactory performance. 
B) collaboration. 
C) the reduction of customer contact points in the service delivery process. 
D) standardization and training. 
A) higher incentives to employees for satisfactory performance. 
B) collaboration. 
C) the reduction of customer contact points in the service delivery process. 
D) standardization and training.

Question 14

Your good friend,Kevin,recommends you use his tax auditor,Ed,to file your taxes for the upcoming year.Kevin has used Ed for the last five years and always found his pricing and delivery of services excellent.This concept is best described by which of the following words?

Accepted Answer

A) intangible. 
B) invisible. 
C) inconsistent. 
D) inseparable. 
A) intangible. 
B) invisible. 
C) inconsistent. 
D) inseparable.

Question 15

The Toronto Maple Leafs hockey team may look like potential Stanley Cup winners on a particular day but lose by ten goals the next day.This illustrates the _______ nature of services.

Accepted Answer

A) intangible 
B) invisible 
C) inconsistent 
D) inseparable 
A) intangible 
B) invisible 
C) inconsistent 
D) inseparable

Question 16

Mobile diagnostic services for health concerns is an example of a __________ element of technological advancement,as it also saves consumer's _______,which will become more valuable in the future.

Accepted Answer

A) mobile; time 
B) mobile; money 
C) personalization; money 
D) personalization; mobility 
A) mobile; time 
B) mobile; money 
C) personalization; money 
D) personalization; mobility

Question 17

A new homebuilder has developed a '21 Point Touchpoint Map' for interested homebuyers.The points range from when the homebuyer makes an initial inquiry all the way to signing the closing agreement.The homebuilder has found that when consumers make it past the first 15 points,they have a 90 percent closing rate.This Map,is an example of a(n):

Accepted Answer

A) goods-service continuum. 
B) customer contact audit. 
C) gap analysis. 
D) experience-credence audit. 
A) goods-service continuum. 
B) customer contact audit. 
C) gap analysis. 
D) experience-credence audit.

Question 18

The time as well as the mental and physical efforts required to consume the service are examples of:

Accepted Answer

A) non-fiscal effort. 
B) non-monetary costs. 
C) total costs. 
D) supplemental costs. 
A) non-fiscal effort. 
B) non-monetary costs. 
C) total costs. 
D) supplemental costs.

Question 19

Services performed by plastic surgeons or lawyers are primarily evaluated on _____ properties.

Accepted Answer

A) search 
B) form 
C) indirect 
D) credence 
A) search 
B) form 
C) indirect 
D) credence

Question 20

Each of the following is an example of how services to consumers are adding dimensions of authenticity EXCEPT:

Accepted Answer

A) Nike's customization service, NIKEiD.com, allows customers to design shoes according to their exact preferences. 
B) Progressive Insurance sends "Immediate Response Vehicles" to the site of an accident so that an adjuster can handle emergencies. 
C) An increase in automated bank machines (ABMs), kiosks, and credit card readers. 
D) Retailers providing dressing rooms large enough for friends and electronic mirrors that allow texting anyone whose opinion might be neede 
A) Nike's customization service, NIKEiD.com, allows customers to design shoes according to their exact preferences. 
B) Progressive Insurance sends "Immediate Response Vehicles" to the site of an accident so that an adjuster can handle emergencies. 
C) An increase in automated bank machines (ABMs), kiosks, and credit card readers. 
D) Retailers providing dressing rooms large enough for friends and electronic mirrors that allow texting anyone whose opinion might be neede

Which of the following is a point in the customer contact audit for a health club?

Activities provided by Deloitte Consulting,PwC,Bain & Co,and McKinsey would most likely be classified as:

What are the four unique elements of services? How would they apply to a discount brokerage service?

Which of the following statements about services is true?

Which component of the promotional mix is particularly important for professional service firms?

Many service businesses use off-peak pricing,which consists of charging different prices during different times of the day or days of the week to reflect:

What is a Customer Contact Audit? Illustrate an example.

According to the text,when designing the product element of the marketing mix for services,marketing managers should give special attention to:

The use of brand names is especially important for services because of which unique characteristic of services?

The two basic components of a customer's evaluation of services are:

Place or distribution is extremely important to the managing services because of which unique characteristic of services?

Organizations attempt to reduce the inconsistency in the delivery of services through:

Your good friend,Kevin,recommends you use his tax auditor,Ed,to file your taxes for the upcoming year.Kevin has used Ed for the last five years and always found his pricing and delivery of services excellent.This concept is best described by which of the following words?

The Toronto Maple Leafs hockey team may look like potential Stanley Cup winners on a particular day but lose by ten goals the next day.This illustrates the _______ nature of services.

Mobile diagnostic services for health concerns is an example of a ____ element of technological advancement,as it also saves consumer's _,which will become more valuable in the future.

The time as well as the mental and physical efforts required to consume the service are examples of:

Services performed by plastic surgeons or lawyers are primarily evaluated on _____ properties.

Each of the following is an example of how services to consumers are adding dimensions of authenticity EXCEPT:

Marketing: Customer Value, satisfaction, relationships, and Experiences

Developing Successful Marketing Strategies

Scanning the Marketing Environment

Ethics and Social Responsibility in Marketing

Consumer Behaviour

Organizational Markets and Buyer Behaviour

Reaching Global Markets

Marketing Research: From Information to Action

Market Segmentation, Targeting, and Positioning

Developing New Products and Services

Managing Products and Brands

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Personal Selling and Sales Management

Pulling It All Together: The Strategic Marketing Process

Using Social Media to Connect With Consumers

Filters

Exam 12: Managing Services

Which of the following is a point in the customer contact audit for a health club?

Activities provided by Deloitte Consulting,PwC,Bain & Co,and McKinsey would most likely be classified as:

What are the four unique elements of services? How would they apply to a discount brokerage service?

Which of the following statements about services is true?

Which component of the promotional mix is particularly important for professional service firms?

Many service businesses use off-peak pricing,which consists of charging different prices during different times of the day or days of the week to reflect:

What is a Customer Contact Audit? Illustrate an example.

According to the text,when designing the product element of the marketing mix for services,marketing managers should give special attention to:

The use of brand names is especially important for services because of which unique characteristic of services?

The two basic components of a customer's evaluation of services are:

Place or distribution is extremely important to the managing services because of which unique characteristic of services?

Organizations attempt to reduce the inconsistency in the delivery of services through:

Your good friend,Kevin,recommends you use his tax auditor,Ed,to file your taxes for the upcoming year.Kevin has used Ed for the last five years and always found his pricing and delivery of services excellent.This concept is best described by which of the following words?

The Toronto Maple Leafs hockey team may look like potential Stanley Cup winners on a particular day but lose by ten goals the next day.This illustrates the _______ nature of services.

Mobile diagnostic services for health concerns is an example of a __________ element of technological advancement,as it also saves consumer's _______,which will become more valuable in the future.

The time as well as the mental and physical efforts required to consume the service are examples of:

Services performed by plastic surgeons or lawyers are primarily evaluated on _____ properties.

Each of the following is an example of how services to consumers are adding dimensions of authenticity EXCEPT:

Marketing: Customer Value, satisfaction, relationships, and Experiences

Developing Successful Marketing Strategies

Scanning the Marketing Environment

Ethics and Social Responsibility in Marketing

Consumer Behaviour

Organizational Markets and Buyer Behaviour

Reaching Global Markets

Marketing Research: From Information to Action

Market Segmentation, Targeting, and Positioning

Developing New Products and Services

Managing Products and Brands

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Personal Selling and Sales Management

Pulling It All Together: The Strategic Marketing Process

Using Social Media to Connect With Consumers

Filters

Mobile diagnostic services for health concerns is an example of a ____ element of technological advancement,as it also saves consumer's _,which will become more valuable in the future.