Question 1

Demand-based pricing relies on information concerning peak demand times and off-peak demand times.

Accepted Answer

A) True 
 B)False

Question 2

Stephanie sets up her new interior decorating business and advertises her expertise in high-quality draperies and other window treatments. One of her first customers is extremely dissatisfied with Stephanie's work, so Stephanie redoes the job at her own expense because she knows how powerful ____ is (are) for services and wants to stay in business.

Accepted Answer

A) service expectations 
B) word-of-mouth communication 
C) zones of tolerance 
D) customer perceptions 
E) experience qualities

Question 3

The goal of building client-based relationships is to satisfy customers so well that they become very loyal and would be unlikely to switch to competitors.

Accepted Answer

A) True 
 B)False

Question 4

Scenario 13.1 Use the following to answer the questions.The YMCA in mid-town Atlanta has recently upgraded its facilities, including building a new Olympic-sized swimming pool and children's playground. All locations of the Atlanta "Y" are open from 6:00 am until 11:00 pm, 360 days a year. The children's playground is accessible for members only, and is a fenced and secured area. During the weekdays, children under the age of 12 can engage in supervised activities at the playground, for no extra fee. Additionally, there are swimming classes for children of all ages, which is also covered by the monthly membership fee. The swimming pool has been very popular with the professionals who stop by for a swimming workout before or after work.Many of the YMCA locations are very busy all day, however, the midtown "Y" is busier during the early morning and early evenings. At a recent meeting, Maya Sinclair, its manager, shared her concerns about getting more people into the "Y" at other times of the day. She asked for ideas from her staff about how to do this. She also said that the city of Atlanta had reduced the "Y"'s funding for the next year by 20%. This would cause a need for the "Y" to either gain additional members or charge more per member for the annual fee.
-Refer to Scenario 13.1. The fact that the "Y" is open from 6:00 am until 11:00 pm refers to the ____ element of its marketing mix.

Accepted Answer

A) promotional 
B) product 
C) price 
D) distribution 
E) service

Question 5

When service companies change high-contact services into low-contact services, the

Accepted Answer

A) service becomes more expensive to deliver. 
B) quality of the service declines. 
C) service becomes less personalized. 
D) time required to deliver the service increases. 
E) service becomes less standardized.

Question 6

A church's marketing objective could be to inform the public about its doctrine and convince people to become members.

Accepted Answer

A) True 
 B)False

Question 7

The more ____ involved with delivering a service, the greater the degree of heterogeneity.

Accepted Answer

A) mechanical efforts 
B) phone contact 
C) perishability 
D) tangibility 
E) human labor

Question 8

Scenario 13.1 Use the following to answer the questions.The YMCA in mid-town Atlanta has recently upgraded its facilities, including building a new Olympic-sized swimming pool and children's playground. All locations of the Atlanta "Y" are open from 6:00 am until 11:00 pm, 360 days a year. The children's playground is accessible for members only, and is a fenced and secured area. During the weekdays, children under the age of 12 can engage in supervised activities at the playground, for no extra fee. Additionally, there are swimming classes for children of all ages, which is also covered by the monthly membership fee. The swimming pool has been very popular with the professionals who stop by for a swimming workout before or after work.Many of the YMCA locations are very busy all day, however, the midtown "Y" is busier during the early morning and early evenings. At a recent meeting, Maya Sinclair, its manager, shared her concerns about getting more people into the "Y" at other times of the day. She asked for ideas from her staff about how to do this. She also said that the city of Atlanta had reduced the "Y"'s funding for the next year by 20%. This would cause a need for the "Y" to either gain additional members or charge more per member for the annual fee.
-Refer to Scenario 13.1. Martin, one of the staff members at the YMCA, suggested that the "Y" offer discounted memberships to senior citizens over the age of 65; however, they could only use the facility between the hours of 9:00 am and 4:00 pm. Martin's plan is most likely addressing the issue with ____, and relates to the ____ characteristic of services.

Accepted Answer

A) peak demand; intangibility 
B) off-peak demand; perishability 
C) off-peak demand; heterogeneity 
D) demand-based pricing; heterogeneity 
E) preferred demand; perishability

Question 9

A university's student body would be considered its ____ public, and parents, alumni, and trustees would be included as its ____ public.

Accepted Answer

A) client; general 
B) specialized; general 
C) target; simple 
D) general; client 
E) target; market

Question 10

Some services are time sensitive, meaning that a significant number of customers desire the service around the same time. This point in time is called

Accepted Answer

A) peak demand. 
B) preferred demand. 
C) off-peak demand. 
D) high-contact time. 
E) high intensity time.

Question 11

H&R Block, a major tax preparation firm, reported having a problem with its employees being inconsistent in the filing of returns. The firm is experiencing a problem with which of the following characteristics of the service offering?

Accepted Answer

A) Tangibility 
B) Intangibility 
C) Perishability 
D) Inseparability 
E) Heterogeneity

Question 12

Tina, a waitress at the Riverfront Grill, is angry that a customer complained that his soup was cold because of her slow service. Riverfront owner Max Griffin reminds her that she must focus on service quality as defined by

Accepted Answer

A) the health department. 
B) restaurant management. 
C) the customer's perceptions. 
D) temperature guidelines. 
E) general practices.

Question 13

Scenario 13.2 Use the following to answer the questions.Kaycee Petit needed to find a new company to prepare her tax return this year. Kaycee looked in the yellow pages of the phone book, and went on the Internet to find information about any tax preparers in the area. She found the names and numbers of several accountants, as well as the popular HR Block and Jackson Hewitt. Since Kaycee had a somewhat complicated financial situation, she decided on using an accountant rather than the two popular companies. Kaycee found the websites of three of the accountants, but the other two were not on the Internet. She visited the offices of the three accounts who had websites. The first office was in a somewhat "seedy" part of town, but had a nice interior and a receptionist. The second office was in a nicer part of town, but did not have any employees other than the accountant, and had old furniture and old carpet. The third office was all around in better condition and Kaycee felt better about its accountant, so she decided on him.
-Refer to Scenario 13.2. When using an accountant to prepare her tax return, Kaycee really can't determine the level of the accountant's expertise, or whether the accountant actually determined the absolute highest dollar amount Kaycee could have legally received. This is an example of the ____ of a service.

Accepted Answer

A) search qualities 
B) product qualities 
C) service quality 
D) credence qualities 
E) experience qualities

Question 14

Credence qualities are attributes, such as taste, satisfaction, or pleasure, which can be assessed only during the purchase and consumption of a service.

Accepted Answer

A) True 
 B)False

Question 15

Although nonprofit goals differ from for-profit goals, certain business marketing concepts can be adopted to enhance nonprofit operations.

Accepted Answer

A) True 
 B)False

Question 16

Symbols such as the Travelers' Financial Services umbrella are designed to help customers overcome the ____ of services.

Accepted Answer

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

Question 17

When a customer takes part in the production of a service, other customers can affect the outcome of the service.

Accepted Answer

A) True 
 B)False

Question 18

Intangible cues are used to provide customers with some assurance of service quality.

Accepted Answer

A) True 
 B)False

Question 19

Describe how nonprofit marketing differs from for-profit marketing.

Accepted Answer

The answer of Describe how nonprofit marketing differs from for-profit...

Question 20

Attributes which are assessed only during the consumption of a service are called

Accepted Answer

A) tangibles. 
B) search qualities. 
C) experience qualities. 
D) use benefits. 
E) credence qualities.

Exam 13: Services Marketing

Demand-based pricing relies on information concerning peak demand times and off-peak demand times.

The goal of building client-based relationships is to satisfy customers so well that they become very loyal and would be unlikely to switch to competitors.

When service companies change high-contact services into low-contact services, the

A church's marketing objective could be to inform the public about its doctrine and convince people to become members.

The more ____ involved with delivering a service, the greater the degree of heterogeneity.

A university's student body would be considered its public, and parents, alumni, and trustees would be included as its public.

Some services are time sensitive, meaning that a significant number of customers desire the service around the same time. This point in time is called

H&R Block, a major tax preparation firm, reported having a problem with its employees being inconsistent in the filing of returns. The firm is experiencing a problem with which of the following characteristics of the service offering?

Tina, a waitress at the Riverfront Grill, is angry that a customer complained that his soup was cold because of her slow service. Riverfront owner Max Griffin reminds her that she must focus on service quality as defined by

Credence qualities are attributes, such as taste, satisfaction, or pleasure, which can be assessed only during the purchase and consumption of a service.

Although nonprofit goals differ from for-profit goals, certain business marketing concepts can be adopted to enhance nonprofit operations.

Symbols such as the Travelers' Financial Services umbrella are designed to help customers overcome the ____ of services.

When a customer takes part in the production of a service, other customers can affect the outcome of the service.

Intangible cues are used to provide customers with some assurance of service quality.

Describe how nonprofit marketing differs from for-profit marketing.

Attributes which are assessed only during the consumption of a service are called