Question 1

Compare and contrast the four types of discount stores.

Accepted Answer

General merchandise discount stores offer a broad assortment of items at low prices with minimal services.Off-price retailers have a narrower assortment,selling surplus merchandise from well-known manufacturers at low prices.Like general discount merchandise stores,warehouse clubs sell a broad assortment of food and nonfood items in bulk size.However,warehouse clubs are almost entirely self-service and often charge a modest membership fee.Unlike the other types of discount stores,factory outlet stores are owned by manufacturers that use the stores to sell defective merchandise or excess inventory at a low price.

Question 2

Jack was so enthusiastic about the band he saw performing at a local club last weekend that he persuaded a large group of friends to return to the club to hear the band on Thursday.Unfortunately,the band's Thursday performance was uninspired and at times off-key.The performance differences are due to the ________ characteristic of service.

Accepted Answer

A) perishability 
B) variability 
C) creativity 
D) personalization 
E) responsiveness 
A) perishability 
B) variability 
C) creativity 
D) personalization 
E) responsiveness B

Question 3

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

Question 4

A marketing strategy that enhances the shopping experience for experiential shoppers is called ________.

Accepted Answer

A) sweethearting 
B) retail borrowing 
C) party planning 
D) nonstore retailing 
E) retailtainment 
A) sweethearting 
B) retail borrowing 
C) party planning 
D) nonstore retailing 
E) retailtainment

Question 5

Which of the following is the number of different product lines available at a particular retail store?

Accepted Answer

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

Question 6

What is the intangibility of service? How might a package delivery service deal with the intangibility characteristic of services?

Accepted Answer

Intangibility means that customers can't

Question 7

Ads for an airline promote its last minute fare savers program.This program is one way to deal with the service characteristic of perishability.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following statements about the service encounter is true?

Accepted Answer

A) The quality of service delivered by a company is only as good as its best employee. 
B) The customer plays a minimal role in the quality of the service encounter. 
C) An employee's actions,words,and physical appearance do not represent the organization. 
D) The quality of information provided by the customer does not affect the quality of the service encounter. 
E) The service encounter has a social dimension and a physical dimension. 
A) The quality of service delivered by a company is only as good as its best employee. 
B) The customer plays a minimal role in the quality of the service encounter. 
C) An employee's actions,words,and physical appearance do not represent the organization. 
D) The quality of information provided by the customer does not affect the quality of the service encounter. 
E) The service encounter has a social dimension and a physical dimension.

Question 9

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 
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 10

Which of the following refers to any method a firm uses to complete an exchange that does not require a customer to visit a store?

Accepted Answer

A) kiosk merchandising 
B) nonstore retailing 
C) direct selling 
D) exchange retailing 
E) e-commerce 
A) kiosk merchandising 
B) nonstore retailing 
C) direct selling 
D) exchange retailing 
E) e-commerce

Question 11

Bass Pro Shops,a chain of outdoor sports equipment stores,features giant aquariums,waterfalls,trout ponds,archery and rifle ranges,putting greens,and free classes on topics from ice fishing to conservation.Why would a retailer do this?

Accepted Answer

Many shoppers are looking for

Question 12

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items would most likely be accused of which of the following?

Accepted Answer

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

Question 13

Explain the differences between a multilevel network and a pyramid scheme.

Accepted Answer

In a multilevel network,a master distrib

Question 14

Which of the following is LEAST likely to happen at a full-service retailer?

Accepted Answer

A) Customers have access to alteration services. 
B) Gift wrapping services are offered. 
C) Customers seek and receive helpful guidance from trained sales associates. 
D) Customers handle their own checkout process. 
E) Product consultants are available to answer specialized questions. 
A) Customers have access to alteration services. 
B) Gift wrapping services are offered. 
C) Customers seek and receive helpful guidance from trained sales associates. 
D) Customers handle their own checkout process. 
E) Product consultants are available to answer specialized questions.

Question 15

An agent for an actor presents a client's qualifications to potential movie production companies until one company responds positively to the actor.This is an example of the ________ approach.

Accepted Answer

A) product improvement 
B) market fulfillment 
C) total quality management (TQM) 
D) pure selling 
E) relationship marketing 
A) product improvement 
B) market fulfillment 
C) total quality management (TQM) 
D) pure selling 
E) relationship marketing

Question 16

Which of the following is an illegal sales technique?

Accepted Answer

A) retailtainment 
B) a party plan system 
C) a multilevel network 
D) a pyramid scheme 
E) off-price retailing 
A) retailtainment 
B) a party plan system 
C) a multilevel network 
D) a pyramid scheme 
E) off-price retailing

Question 17

Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.

Accepted Answer

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

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is a discount retailer owned by a manufacturer that provides the manufacturer a store to sell off defective merchandise?

Accepted Answer

A) a specialty store 
B) a factory outlet store 
C) a department store 
D) a general merchandise discount store 
E) a warehouse club 
A) a specialty store 
B) a factory outlet store 
C) a department store 
D) a general merchandise discount store 
E) a warehouse club

Question 20

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

Compare and contrast the four types of discount stores.

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 ________.

A marketing strategy that enhances the shopping experience for experiential shoppers is called ________.

Which of the following is the number of different product lines available at a particular retail store?

What is the intangibility of service? How might a package delivery service deal with the intangibility characteristic of services?

Ads for an airline promote its last minute fare savers program.This program is one way to deal with the service characteristic of perishability.

Which of the following statements about the service encounter is true?

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

Which of the following refers to any method a firm uses to complete an exchange that does not require a customer to visit a store?

Bass Pro Shops,a chain of outdoor sports equipment stores,features giant aquariums,waterfalls,trout ponds,archery and rifle ranges,putting greens,and free classes on topics from ice fishing to conservation.Why would a retailer do this?

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items would most likely be accused of which of the following?

Explain the differences between a multilevel network and a pyramid scheme.

Which of the following is LEAST likely to happen at a full-service retailer?

An agent for an actor presents a client's qualifications to potential movie production companies until one company responds positively to the actor.This is an example of the ________ approach.

Which of the following is an illegal sales technique?

Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.

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

Which of the following is a discount retailer owned by a manufacturer that provides the manufacturer a store to sell off defective merchandise?

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

Welcome to the World of Marketing

Global, ethical, and Sustainable Marketing

Strategic Market Planning

Market Research

Marketing Analytics: Welcome to the Era of Big Data

Understand Consumer and Business Markets

Segmentation,target Marketing,and Positioning

Innovation and New Product Development

Product II: Product Strategy,branding,and Product Management

Price: What Is the Value Proposition Worth

Deliver Value Through Supply Chain Management,channels of Distribution,and Logistics

Promotion I: Advertising and Sales Promotion

Promotion II: Social Media, directdatabase Marketing, personal Selling, and Public Relations

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Exam 12: Delivering the Customer Experience: Bricks and Clicks

Compare and contrast the four types of discount stores.

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 ________.

A marketing strategy that enhances the shopping experience for experiential shoppers is called ________.

Which of the following is the number of different product lines available at a particular retail store?

What is the intangibility of service? How might a package delivery service deal with the intangibility characteristic of services?

Ads for an airline promote its last minute fare savers program.This program is one way to deal with the service characteristic of perishability.

Which of the following statements about the service encounter is true?

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

Which of the following refers to any method a firm uses to complete an exchange that does not require a customer to visit a store?

Bass Pro Shops,a chain of outdoor sports equipment stores,features giant aquariums,waterfalls,trout ponds,archery and rifle ranges,putting greens,and free classes on topics from ice fishing to conservation.Why would a retailer do this?

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items would most likely be accused of which of the following?

Explain the differences between a multilevel network and a pyramid scheme.

Which of the following is LEAST likely to happen at a full-service retailer?

An agent for an actor presents a client's qualifications to potential movie production companies until one company responds positively to the actor.This is an example of the ________ approach.

Which of the following is an illegal sales technique?

Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.

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

Which of the following is a discount retailer owned by a manufacturer that provides the manufacturer a store to sell off defective merchandise?

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

Welcome to the World of Marketing

Global, ethical, and Sustainable Marketing

Strategic Market Planning

Market Research

Marketing Analytics: Welcome to the Era of Big Data

Understand Consumer and Business Markets

Segmentation,target Marketing,and Positioning

Innovation and New Product Development

Product II: Product Strategy,branding,and Product Management

Price: What Is the Value Proposition Worth

Deliver Value Through Supply Chain Management,channels of Distribution,and Logistics

Promotion I: Advertising and Sales Promotion

Promotion II: Social Media, directdatabase Marketing, personal Selling, and Public Relations

Filters