Question 1

The advertising budgets of most nonprofits are too small to pay for the running of public service advertisements to promote their programs,activities,or services.

Accepted Answer

A) True 
 B)False

Question 2

People for the Ethical Treatment of Animals (PETA)is the largest animal rights organization in the world.PETA works for better treatment of animals instead of achieving profits,market share,or return on investment.PETA is an example of a:

Accepted Answer

A) patronage-oriented organization 
B) synergistic entity 
C) company with no equity 
D) service provider 
E) nonprofit organization

Question 3

Trina is a physical fitness trainer who tries to get to know her clients and their specific fitness goals.Trina understands that she is in the _____ processing business.

Accepted Answer

A) people 
B) mechanical 
C) possession 
D) mental 
E) information

Question 4

James recently went to a new health clinic because he had a sore throat that wouldn't go away.He was not familiar with this clinic and was a bit surprised when the doctor came in and was wearing blue jeans,a flannel shirt,and tennis shoes.The doctor and nurse took proper care of James,but it seemed strange to him that the doctor was dressed that way.Which component of service quality does this illustrate?

Accepted Answer

A) Reliability 
B) Responsiveness 
C) Assurance 
D) Empathy 
E) Tangibles

Question 5

Which of the following services is an example of possession processing?

Accepted Answer

A) A theatrical performance 
B) An x-ray of a broken bone 
C) An advertising agency 
D) Marriage counseling 
E) Heating system repair

Question 6

Which level of relationship marketing uses pricing incentives but also seeks to build social bonds with customers?

Accepted Answer

A) Level 1 
B) Level 2 
C) Primary level 
D) Secondary level 
E) Supplemental level

Question 7

All of the following are recommended promotional strategies for services EXCEPT:

Accepted Answer

A) concentrating on franchising 
B) stressing tangible cues 
C) using personal information sources 
D) creating a strong organizational image 
E) engaging in postpurchase communications

Question 8

Virtual Bellhop is a company that ships awkward sporting goods to vacation destinations so its customers do not have to worry about lugging them through airports or having them damaged in transit.Thus far,its record for getting the sporting equipment to the correct destination for the vacationer is perfect.This indicates that the company excels at which component of service quality?

Accepted Answer

A) Tangibles 
B) Empathy 
C) Reliability 
D) Flexibility 
E) Assurance

Question 9

Habitat for Humanity renovates vacant houses and sells them at no-interest mortgage rates to low-income home buyers.The organization relies on volunteers to provide the labor and funding for its renovations.Habitat for Humanity is best described as a(n):

Accepted Answer

A) image-oriented organization 
B) for-profit organization 
C) nonprofit organization 
D) service branch 
E) source-based organization

Question 10

The Ritzy Canine
The Ritzy Canine Carriage House looks like several other Manhattan boutique hotels.The lobby features a crystal chandelier,brocade-patterned wallpaper,gold-framed mirrors,and antique chairs.Room service and salon service are available as well as exercise facilities.There is also a masseuse on staff.The Ritzy Canine is a high-end doggy "hotel" and "spa" where dogs are the only guests,and they are lavishly cared for.The $175-a-night Windsor Suite even has a DVD player.Without such extras,a one-day visit will cost $40 to $50,depending on the size of the dog.
-Refer to The Ritzy Canine.While it is difficult for dog owners to evaluate the service their pooch will receive,they are impressed with the upscale design and amenities offered.To cope with the problems of service _____,the facilities at The Ritzy Canine are upscale in design to give the impression of excellent treatment.

Accepted Answer

A) perishability 
B) homogeneity 
C) intangibility 
D) inseparability 
E) heterogeneity

Question 11

At the My M&M's Web site,customers can design their own versions of the famous candy.Customers choose from 25 M&M'S colors;write a message,add clip-art,or even a face to each M&M,and select specific packaging.This is an example of:

Accepted Answer

A) a cooperative service. 
B) mass customization. 
C) aggregated standardization. 
D) a market development strategy. 
E) mental stimulus processing.

Question 12

Treating employees as customers and developing systems and benefits that satisfy their needs is known as _____ marketing.

Accepted Answer

A) organizational quality 
B) relationship 
C) internal 
D) job-faceted 
E) job-satisfaction

Question 13

Which of the following services is an example of information processing?

Accepted Answer

A) Drafting a will 
B) Having a prescription filled 
C) Getting a down comforter dry cleaned 
D) Taking a class at the local community college 
E) Ordering a pizza for delivery

Question 14

Auto repair,manicures,and landscaping are all services that are produced and consumed at the same time.All of these services exhibit the service characteristic of:

Accepted Answer

A) inseparability. 
B) intangibility. 
C) heterogeneity. 
D) perishability. 
E) variability.

Question 15

Many nonprofit organizations are pressured or required to serve the maximum number of people by targeting the average user,which pressures them to adopt which type of targeting strategy?

Accepted Answer

A) Niche 
B) Undifferentiated 
C) Multisegmented 
D) Uniform 
E) Unidimensional

Question 16

Greta,the owner of House Mouse Cleaning Services,must be physically present when she cleans a house or office.The need for her presence as the service is performed is an example of the intangibility of services.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is not an example of a program that companies design and institute in order to satisfy its employees?

Accepted Answer

A) On-site day care 
B) Transportation services 
C) Flextime 
D) Concierge services 
E) Work from home

Question 18

A _____ seeks to achieve some goal other than the usual business goals of profit,market share,or return on investment.

Accepted Answer

A) nonprofit organization 
B) synergistic entity 
C) company with no equity 
D) service provider 
E) patronage-oriented organization

Question 19

Alec had his gall bladder removed,but he was unconscious during the operation.In fact,even though he has an incision,he really has no way of knowing if the service was actually performed even after it was allegedly performed.That is because medical services such as this exhibit _____ qualities.

Accepted Answer

A) credence 
B) perishable 
C) experience 
D) search 
E) homogeneous

Question 20

The most basic benefit the consumer is buying in a service is referred to as the:

Accepted Answer

A) primary service 
B) inherent service 
C) core service 
D) tangible service 
E) complete service

Exam 12: Services and Nonprofit Organization Marketing