Question 1

A shoe department carries more than 55 different styles of black sandals. This is a description of the shoe department's ________.

Accepted Answer

A)  merchandise breadth 
B)  hard goods 
C)  merchandise depth 
D)  bifurcated retailing 
E)  service assortment

Question 2

How might measuring service quality be more difficult than measuring product quality?

Accepted Answer

The answer of How might measuring service quality be more...

Question 3

In limited-service retail operations, such as specialty stores and first-class department stores, salespeople assist customers in every phase of the shopping process.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following is NOT true about warehouse clubs?

Accepted Answer

A)  They are full-service stores. 
B)  They often charge their customers with a modest annual membership fee. 
C)  They carry items in bulk. 
D)  They are a form of discount store. 
E)  They have followed the pattern set forth by the wheel-of-retailing hypothesis.

Question 5

Retailers may use online liquidators to address the problem of ________.

Accepted Answer

A)  distressed inventory 
B)  shopping cart abandonment 
C)  digitally influenced purchase 
D)  cannibalization 
E)  pyramid schemes

Question 6

Which of the following is NOT a benefit provided by e-commerce?

Accepted Answer

A)  It provides consumers the satisfaction of instant gratification. 
B)  It reduces the cost of doing business. 
C)  It enables specialized businesses to be more successful. 
D)  It provides consumers more access to pricing information. 
E)  It broadens product choices for consumers in smaller communities.

Question 7

A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room.

Accepted Answer

A)  intangibility 
B)  perishability 
C)  variability 
D)  inseparability 
E)  personalization

Question 8

Tony, a vice president of the St. Louis One Gateway Credit Union, decided to measure customers' perceptions of the service quality of the credit union. He chose to use the SERVQUAL scale because it included the ________ component, which involves the knowledge and courtesy of employees, as well as their ability to convey trust and confidence.

Accepted Answer

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

Question 9

Promotional and other e-commerce activities transmitted over smartphones and other mobile devices are referred to as m-commerce.

Accepted Answer

A) True 
 B)False

Question 10

A Colorado ski resort opens its mountain ski trails during the summer months for the recreational enjoyment of mountain bike riders. The resort is doing which of the following?

Accepted Answer

A)  using disintermediation 
B)  using total quality management (TQM) 
C)  using capacity management 
D)  maintaining the core service 
E)  altering the servicescape

Question 11

Which of the following statements about department stores is true?

Accepted Answer

A)  Department stores are more successful in America today than they have ever been. 
B)  Department stores typically offer shallow and narrow assortments. 
C)  Department stores are more popular in America than they are abroad. 
D)  Department stores are typically self-service. 
E)  Department stores were a dominant American retailer in the first half of the twentieth century.

Question 12

Political consultants market politicians when they "package" candidates who then compete for "market share" as measured by ________.

Accepted Answer

A)  purchases 
B)  market fulfillment 
C)  physical cues 
D)  votes 
E)  social networking

Question 13

Explain the differences between multilevel marketing and a pyramid scheme.

Accepted Answer

The answer of Explain the differences between multilevel marketing and...

Question 14

Modifications to certain characteristics of what is being marketed are integral to the ________ approach.

Accepted Answer

A)  pure selling 
B)  product improvement 
C)  market improvement 
D)  product fulfillment 
E)  market fulfillment

Question 15

Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use?

Accepted Answer

A)  franchising 
B)  retailing 
C)  brokering 
D)  wholesaling 
E)  disintermediation

Question 16

Service ________ refers to the inevitable differences in a service provider's performance from one service encounter to the next.

Accepted Answer

A)  inseparability 
B)  variability 
C)  personalization 
D)  responsiveness 
E)  intangibility

Question 17

Through the strategy of omnichannel marketing, retailers optimize the online shopping experience and place less emphasis on brick-and-mortar retailing.

Accepted Answer

A) True 
 B)False

Question 18

Capacity management primarily deals with the intangibility characteristic of services.

Accepted Answer

A) True 
 B)False

Question 19

Josh purchased a new tie from an upscale men's clothing store to impress the managers he would meet at an important job interview. The day after the job interview, Josh returned the tie to the store for a full refund. This is an example of ________.

Accepted Answer

A)  buyer's remorse 
B)  sweethearting 
C)  retail borrowing 
D)  shoplifting 
E)  customer profiling

Question 20

The only types of retailers that have proven that e-commerce can be profitable are bricks-and-mortar retailers.

Accepted Answer

A) True 
 B)False

Exam 12: Deliver the Customer Experience: Goods and Services Via Bricks and Clicks

A shoe department carries more than 55 different styles of black sandals. This is a description of the shoe department's ________.

How might measuring service quality be more difficult than measuring product quality?

In limited-service retail operations, such as specialty stores and first-class department stores, salespeople assist customers in every phase of the shopping process.

Which of the following is NOT true about warehouse clubs?

Retailers may use online liquidators to address the problem of ________.

Which of the following is NOT a benefit provided by e-commerce?

A physician might deal with potential problems associated with the ________ characteristic of services by providing physical cues such as her medical diplomas hanging on the wall of the examining room.

Promotional and other e-commerce activities transmitted over smartphones and other mobile devices are referred to as m-commerce.

A Colorado ski resort opens its mountain ski trails during the summer months for the recreational enjoyment of mountain bike riders. The resort is doing which of the following?

Which of the following statements about department stores is true?

Political consultants market politicians when they "package" candidates who then compete for "market share" as measured by ________.

Explain the differences between multilevel marketing and a pyramid scheme.

Modifications to certain characteristics of what is being marketed are integral to the ________ approach.

Which of the following is the final stop in the distribution channel in which organizations sell goods and services to consumers for their personal use?

Service ________ refers to the inevitable differences in a service provider's performance from one service encounter to the next.

Through the strategy of omnichannel marketing, retailers optimize the online shopping experience and place less emphasis on brick-and-mortar retailing.

Capacity management primarily deals with the intangibility characteristic of services.

Josh purchased a new tie from an upscale men's clothing store to impress the managers he would meet at an important job interview. The day after the job interview, Josh returned the tie to the store for a full refund. This is an example of ________.

The only types of retailers that have proven that e-commerce can be profitable are bricks-and-mortar retailers.