Question 1

Which of the following is true due primarily to the inseparability of services?

Accepted Answer

A) Customers have to rely on reassuring physical cues that indicate quality service. 
B) Service businesses cannot promise the same experience with every service encounter. 
C) A service is produced and consumed at the same time. 
D) It is impossible for service businesses to exactly match supply with demand. 
E) It is difficult for service businesses to live up to guarantees. 
A) Customers have to rely on reassuring physical cues that indicate quality service. 
B) Service businesses cannot promise the same experience with every service encounter. 
C) A service is produced and consumed at the same time. 
D) It is impossible for service businesses to exactly match supply with demand. 
E) It is difficult for service businesses to live up to guarantees.

Question 2

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 
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 3

Wholesaling includes all the activities involved in selling goods or services directly to final consumers for their personal use.

Accepted Answer

A) True 
 B)False

Question 4

The talent agency that is trying to convince Berry College to hire a motivational speaker for the college's homecoming festivities is marketing people.

Accepted Answer

A) True 
 B)False

Question 5

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 
A) using disintermediation 
B) using total quality management (TQM) 
C) using capacity management 
D) maintaining the core service 
E) using gap analysis

Question 6

Services are currently the fastest growing sector of the American economy.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following statements about department stores is true?

Accepted Answer

A) Department stores are more successful in America today than they have ever been. 
B) Department stores typically offer shallow and narrow assortments. 
C) Department stores are more popular in America than they are abroad. 
D) Department stores are typically self-service. 
E) Department stores were a dominant type of American retailer in the first half of the twentieth century. 
A) Department stores are more successful in America today than they have ever been. 
B) Department stores typically offer shallow and narrow assortments. 
C) Department stores are more popular in America than they are abroad. 
D) Department stores are typically self-service. 
E) Department stores were a dominant type of American retailer in the first half of the twentieth century.

Question 8

The retail industry has been largely unaffected by the trend of the world becoming "flatter."

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is NOT a way that marketers classify services?

Accepted Answer

A) services performed directly on the customer 
B) services performed directly on the customer's possession 
C) services performed indirectly on the customer 
D) services consisting of tangible actions 
E) services consisting of intangible actions 
A) services performed directly on the customer 
B) services performed directly on the customer's possession 
C) services performed indirectly on the customer 
D) services consisting of tangible actions 
E) services consisting of intangible actions

Question 10

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

Question 11

GameStop sells video games and systems,offering a narrow product line with a deep assortment within that line.GameStop is a(n)________.

Accepted Answer

A) department store 
B) convenience store 
C) specialty store 
D) general merchandise discount store 
E) off-price retailer 
A) department store 
B) convenience store 
C) specialty store 
D) general merchandise discount store 
E) off-price retailer

Question 12

Retail stores are often classified on the breadth and depth of their merchandise assortment.The depth of the merchandise is the variety of choices for each specific product.Merchandise depth may be classified as ________ or ________.

Accepted Answer

A) narrow;broad 
B) narrow;deep 
C) shallow;broad 
D) shallow;deep 
E) narrow;full 
A) narrow;broad 
B) narrow;deep 
C) shallow;broad 
D) shallow;deep 
E) narrow;full

Question 13

Four characteristics are used to differentiate services from goods.Which of the following is NOT one of those characteristics?

Accepted Answer

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

Question 14

Which of the following is NOT a benefit provided by e-commerce?

Accepted Answer

A) It provides consumers the satisfaction of instant gratification. 
B) It reduces the cost of doing business. 
C) It enables specialized businesses to be more successful. 
D) It provides consumers more access to pricing information. 
E) It broadens product choices for consumers in smaller communities. 
A) It provides consumers the satisfaction of instant gratification. 
B) It reduces the cost of doing business. 
C) It enables specialized businesses to be more successful. 
D) It provides consumers more access to pricing information. 
E) It broadens product choices for consumers in smaller communities.

Question 15

Which of the following types of retailers obtain surplus merchandise from manufacturers and offer brand-name,fashion-oriented goods at low prices?

Accepted Answer

A) specialty stores 
B) warehouse clubs 
C) off-price retailers 
D) department stores 
E) hypermarkets 
A) specialty stores 
B) warehouse clubs 
C) off-price retailers 
D) department stores 
E) hypermarkets

Question 16

________ is the basis of most discount operations.Retailers offering this level of service require customers to perform their own product selection and may require customers to handle their own checkout process.

Accepted Answer

A) Limited-service 
B) Full-service 
C) Self-service 
D) Specialty service 
E) Wholesale service 
A) Limited-service 
B) Full-service 
C) Self-service 
D) Specialty service 
E) Wholesale service

Question 17

Which of the following is true about general merchandise discount stores?

Accepted Answer

A) They typically have deep and narrow assortments. 
B) They typically have shallow and narrow assortments. 
C) They do not use price differentiation. 
D) They appeal to consumers who want easy access to a lot of merchandise. 
E) They are typically full-service retailers. 
A) They typically have deep and narrow assortments. 
B) They typically have shallow and narrow assortments. 
C) They do not use price differentiation. 
D) They appeal to consumers who want easy access to a lot of merchandise. 
E) They are typically full-service retailers.

Question 18

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

Question 19

One of the most thorough and complex explanations of changes in the retailing industry is the wheel-of-retailing hypothesis.

Accepted Answer

A) True 
 B)False

Question 20

Customers whose complaints are resolved quickly are no more likely to buy from the same company again than are customers whose complaints are resolved slowly.

Accepted Answer

A) True 
 B)False

Which of the following is true due primarily to the inseparability of services?

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?

Wholesaling includes all the activities involved in selling goods or services directly to final consumers for their personal use.

The talent agency that is trying to convince Berry College to hire a motivational speaker for the college's homecoming festivities is marketing people.

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?

Services are currently the fastest growing sector of the American economy.

Which of the following statements about department stores is true?

The retail industry has been largely unaffected by the trend of the world becoming "flatter."

Which of the following is NOT a way that marketers classify services?

GameStop sells video games and systems,offering a narrow product line with a deep assortment within that line.GameStop is a(n)________.

Retail stores are often classified on the breadth and depth of their merchandise assortment.The depth of the merchandise is the variety of choices for each specific product.Merchandise depth may be classified as or .

Four characteristics are used to differentiate services from goods.Which of the following is NOT one of those characteristics?

Which of the following is NOT a benefit provided by e-commerce?

Which of the following types of retailers obtain surplus merchandise from manufacturers and offer brand-name,fashion-oriented goods at low prices?

________ is the basis of most discount operations.Retailers offering this level of service require customers to perform their own product selection and may require customers to handle their own checkout process.

Which of the following is true about general merchandise discount stores?

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

One of the most thorough and complex explanations of changes in the retailing industry is the wheel-of-retailing hypothesis.

Customers whose complaints are resolved quickly are no more likely to buy from the same company again than are customers whose complaints are resolved slowly.

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

Exam 12: Delivering the Customer Experience: Bricks and Clicks

Which of the following is true due primarily to the inseparability of services?

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?

Wholesaling includes all the activities involved in selling goods or services directly to final consumers for their personal use.

The talent agency that is trying to convince Berry College to hire a motivational speaker for the college's homecoming festivities is marketing people.

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?

Services are currently the fastest growing sector of the American economy.

Which of the following statements about department stores is true?

The retail industry has been largely unaffected by the trend of the world becoming "flatter."

Which of the following is NOT a way that marketers classify services?

GameStop sells video games and systems,offering a narrow product line with a deep assortment within that line.GameStop is a(n)________.

Retail stores are often classified on the breadth and depth of their merchandise assortment.The depth of the merchandise is the variety of choices for each specific product.Merchandise depth may be classified as ________ or ________.

Four characteristics are used to differentiate services from goods.Which of the following is NOT one of those characteristics?

Which of the following is NOT a benefit provided by e-commerce?

Which of the following types of retailers obtain surplus merchandise from manufacturers and offer brand-name,fashion-oriented goods at low prices?

________ is the basis of most discount operations.Retailers offering this level of service require customers to perform their own product selection and may require customers to handle their own checkout process.

Which of the following is true about general merchandise discount stores?

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

One of the most thorough and complex explanations of changes in the retailing industry is the wheel-of-retailing hypothesis.

Customers whose complaints are resolved quickly are no more likely to buy from the same company again than are customers whose complaints are resolved slowly.

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

Retail stores are often classified on the breadth and depth of their merchandise assortment.The depth of the merchandise is the variety of choices for each specific product.Merchandise depth may be classified as or .