Question 1

ShopWell, a large supermarket chain, wants to offer a wider variety of fresh ready-to-go meals for its customers. ShopWell has contracted with The Great Wall, a Chinese restaurant, and Salad Heaven, a health food restaurant, to set up small take-out areas within the supermarket. This arrangement is an example of ________.

Accepted Answer

A)  convenience stores 
B)  leased departments 
C)  specialty stores 
D)  hypermarkets 
E)  off-price retailing

Question 2

Which of the following is NOT true about warehouse clubs?

Accepted Answer

A)  They are not 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 not followed the pattern set forth by the wheel-of-retailing hypothesis.

Question 3

As a service provider, why might you perceive the buyer-seller interaction in the service encounter to be especially critical?

Accepted Answer

The answer of As a service provider, why might you...

Question 4

In general, vending machines are best suited for selling which of the following?

Accepted Answer

A)  specialty goods 
B)  unsought goods 
C)  capital items 
D)  food and beverages 
E)  accessory equipment

Question 5

The pure selling approach in marketing is exclusively associated with tangible items.

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A)  merchandise breadth 
B)  retail diversity 
C)  merchandise depth 
D)  point-of-sale range 
E)  service assortment

Question 7

Give an example of how global retailers have adjusted their offerings to meet the needs of different populations around the world.

Accepted Answer

The answer of Give an example of how global retailers...

Question 8

Which type of self-service store is a food store with a limited selection of items and few brands per item?

Accepted Answer

A)  convenience store 
B)  box store 
C)  specialty store 
D)  variety store 
E)  leased department store

Question 9

Explain how customers are an important element of the service encounter.

Accepted Answer

The answer of Explain how customers are an important element...

Question 10

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 11

Companies should identify critical incidents so they can plan how to recover before a problem even occurs.

Accepted Answer

A) True 
 B)False

Question 12

For the retailer, the practice of ________ results in lower total sales and, in many cases, damaged merchandise.

Accepted Answer

A)  sweethearting 
B)  experiential shopping 
C)  retail borrowing 
D)  off-price retailing 
E)  network marketing

Question 13

Which of the following refers to store personnel tailoring the level of service they give based on a customer's perceived ability to pay?

Accepted Answer

A)  sweethearting 
B)  experiential shopping 
C)  retail borrowing 
D)  off-price retailing 
E)  customer profiling

Question 14

Discuss the social contact and physical dimensions of the service encounter, explaining how marketers can use these dimensions to improve the quality of the service encounter.

Accepted Answer

The answer of Discuss the social contact and physical dimensions...

Question 15

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely make an arrangement with a(n) ________.

Accepted Answer

A)  leased department 
B)  convenience store 
C)  variety store 
D)  factory outlet 
E)  off-price retailer

Question 16

Which of the following is NOT an example of a service encounter?

Accepted Answer

A)  a nurse listening to a patient's heart rate 
B)  a potential customer using a search engine to locate a business 
C)  a customer checking into a hotel 
D)  a student attending a tutoring session 
E)  a mechanic telling a customer what is wrong with his car

Question 17

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)  using gap analysis

Question 18

To reduce problems associated with the intangibility of the services offered by a restaurant, the restaurant owner would be most likely to do which of the following?

Accepted Answer

A)  lower entree prices between 4 p.m. and 6 p.m. 
B)  provide clean tablecloths and cloth napkins for each new customer 
C)  empower employees to handle customer complaints 
D)  offer a service guarantee to ensure customers that food quality will be consistent 
E)  offer regular employee workshops focusing on customer service

Question 19

Vending machines are currently best-suited to the sales of impulse items and expensive merchandise.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is the purpose of a beacon in a retail space?

Accepted Answer

A)  to deliver promotions and rewards to customers as they shop in a physical retail space 
B)  to keep a running total on sales, returns, and transfers to other stores 
C)  to automatically reorder products when inventories decline to a certain level 
D)  to allow customers to automatically pay for items without cash or a credit card 
E)  to provide a seamless shopping experience for customers across shopping locations

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

Which of the following is NOT true about warehouse clubs?

As a service provider, why might you perceive the buyer-seller interaction in the service encounter to be especially critical?

In general, vending machines are best suited for selling which of the following?

The pure selling approach in marketing is exclusively associated with tangible items.

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

Give an example of how global retailers have adjusted their offerings to meet the needs of different populations around the world.

Which type of self-service store is a food store with a limited selection of items and few brands per item?

Explain how customers are an important element of the service encounter.

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

Companies should identify critical incidents so they can plan how to recover before a problem even occurs.

For the retailer, the practice of ________ results in lower total sales and, in many cases, damaged merchandise.

Which of the following refers to store personnel tailoring the level of service they give based on a customer's perceived ability to pay?

Discuss the social contact and physical dimensions of the service encounter, explaining how marketers can use these dimensions to improve the quality of the service encounter.

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely make an arrangement with a(n) ________.

Which of the following is NOT an example of a service encounter?

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?

To reduce problems associated with the intangibility of the services offered by a restaurant, the restaurant owner would be most likely to do which of the following?

Vending machines are currently best-suited to the sales of impulse items and expensive merchandise.

Which of the following is the purpose of a beacon in a retail space?