Exam 12: Delivering the Customer Experience: Bricks and Clicks

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

Political candidates often hire image consultants who tell them what clothes to wear,how to wear their hair,and how to act in front of a crowd of people.Political candidates who use image consultants to help them market themselves to the voters are using which of the following strategies?

Using current sales as a predictor,which of the following products would likely be most effectively sold using direct selling?

V&E Bridal Design Shop caters to engaged couples who desire a traditional Eastern Asian wedding ceremony.The brides-to-be who shop at this store are typically Japanese,Laotian,Vietnamese,Korean,or Chinese.This retailer has used ________ to identify a market segment.

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

Which of the following is NOT true about the SERVQUAL scale?

In ________,a master distributor recruits other people to become distributors.The master distributor sells the company's products to the people she entices to join and receives commissions on all the merchandise sold by the people she recruits.

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

Explain how the gap between service quality standards and customer expectations can occur.How can it be avoided?

Off-price retailers obtain surplus merchandise from manufacturers and offer brand-name,fashion-orientated goods at low prices.

The opportunities for ________ provided by the Internet have helped many companies in the financial services area address the problem of the inseparability of services.

The trend of proliferation of information will provide greater opportunities for database services,artificial intelligence systems,and other services that facilitate the storage and transfer of knowledge.

Which of the following product offerings is intangible?

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

Failing to provide equal access to customers who appear economically disadvantaged is both unethical and illegal.

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

When a cashier at the local grocery store purposefully fails to scan all of the items purchased by her friends and allows her friends to leave the store without paying for all of their items,the cashier is engaged in sweethearting.

When using the SERVQUAL scale,a store focused on employee willingness to help customers and provide prompt service would likely pay the most attention to the results in the ________ dimension.

Explain the concept of nonstore retailing,giving one example of a well-known product that has been marketed this way.

Several years ago,the Paradise Surf Shop was the only surf-gear store catering to women.It carried everything the serious female surfer needed to ride the waves.In terms of its merchandise assortment,it had a ________ assortment.