Question 1

Items for which the consumer compares several alternatives on several criteria such as price,quality,or style are referred to as __________.

Accepted Answer

A) specialty products 
B) selective products 
C) shopping products 
D) prestige products 
E) convenience products 
A) specialty products 
B) selective products 
C) shopping products 
D) prestige products 
E) convenience products

Question 2

The dimension of service quality called __________ is willingness to help customers and provide prompt service.

Accepted Answer

A) assurance 
B) reliability 
C) responsiveness 
D) empathy 
E) sympathy 
A) assurance 
B) reliability 
C) responsiveness 
D) empathy 
E) sympathy

Question 3

Generating insights leading to actions based on massive numbers of peoples' ideas is called __________.

Accepted Answer

A) brainstorming 
B) groupthink 
C) outsourcing 
D) crowdsourcing 
E) NIH syndrome 
A) brainstorming 
B) groupthink 
C) outsourcing 
D) crowdsourcing 
E) NIH syndrome

Question 4

A product that disrupts consumers' normal routines but does not require totally new learning is a

Accepted Answer

A) continuous innovation. 
B) discontinuous innovation. 
C) dynamically continuous innovation. 
D) progressive innovation. 
E) disruptive innovation. 
A) continuous innovation. 
B) discontinuous innovation. 
C) dynamically continuous innovation. 
D) progressive innovation. 
E) disruptive innovation.

Question 5

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,__________,past experiences,and promotional activities.

Accepted Answer

A) personal needs 
B) the economy 
C) consumer income 
D) competitive trends 
E) how the organization delivers its service 
A) personal needs 
B) the economy 
C) consumer income 
D) competitive trends 
E) how the organization delivers its service

Question 6

A durable good is defined as a(n)

Accepted Answer

A) item consumed in one or a few uses. 
B) item that usually lasts over an extended number of uses. 
C) item that lasts at least one year without becoming obsolete. 
D) product purchased only for the use of ultimate consumers. 
E) product used in the production of other products. 
A) item consumed in one or a few uses. 
B) item that usually lasts over an extended number of uses. 
C) item that lasts at least one year without becoming obsolete. 
D) product purchased only for the use of ultimate consumers. 
E) product used in the production of other products.

Question 7

The emphasis of a marketing strategy for a dynamically continuous innovation would include

Accepted Answer

A) advertising to generate awareness. 
B) obtaining widespread distribution. 
C) advertising to explain points of difference and benefits. 
D) setting a low price. 
E) using personal selling. 
A) advertising to generate awareness. 
B) obtaining widespread distribution. 
C) advertising to explain points of difference and benefits. 
D) setting a low price. 
E) using personal selling.

Question 8

According to Robert Stephens of the Geek Squad,the biggest complaint about technical support people is

Accepted Answer

A) their inability to communicate in laymen's terms. 
B) they are difficult to understand. 
C) they take too long to answer the telephone. 
D) they lack product knowledge. 
E) they are rude and egotistical. 
A) their inability to communicate in laymen's terms. 
B) they are difficult to understand. 
C) they take too long to answer the telephone. 
D) they lack product knowledge. 
E) they are rude and egotistical.

Question 9

In terms of promotion,which of the following type of product would stress price,availability,and awareness?

Accepted Answer

A) shopping 
B) convenience 
C) specialty 
D) unsought 
E) supply 
A) shopping 
B) convenience 
C) specialty 
D) unsought 
E) supply

Question 10

Business products refer to

Accepted Answer

A) products organizations buy that assist in providing other products for resale. 
B) supplies necessary for the day-to-day operations of a business. 
C) ancillary services necessary for the operation of a business. 
D) products that are sold exclusively to for-profit businesses. 
E) prototypes that won't actually be constructed until a sale has been made. 
A) products organizations buy that assist in providing other products for resale. 
B) supplies necessary for the day-to-day operations of a business. 
C) ancillary services necessary for the operation of a business. 
D) products that are sold exclusively to for-profit businesses. 
E) prototypes that won't actually be constructed until a sale has been made.

Question 11

What does idle production capacity refers to?

Accepted Answer

A) a situation where the demand for exceeds the availability of service providers and as a result,no services can be offered 
B) when the supply of service providers exceeds the primary demand for the service 
C) a situation where a service provider is available but there is no demand for the service 
D) integrating the service component of the marketing mix with efforts to influence consumer demand 
E) the potential profits of one service provider serving multiple clients at the same time 
A) a situation where the demand for exceeds the availability of service providers and as a result,no services can be offered 
B) when the supply of service providers exceeds the primary demand for the service 
C) a situation where a service provider is available but there is no demand for the service 
D) integrating the service component of the marketing mix with efforts to influence consumer demand 
E) the potential profits of one service provider serving multiple clients at the same time

Question 12

New chewing gum flavors for its Orbit Mist brand like Raspberry Lemon Dew and Crisp Mint Waterfall helped Wrigley's add to its sales.These new flavors are which type of innovation?

Accepted Answer

A) continuous innovation 
B) dynamically continuous innovation 
C) discontinuous innovation 
D) insignificant innovation 
E) disruptive innovation 
A) continuous innovation 
B) dynamically continuous innovation 
C) discontinuous innovation 
D) insignificant innovation 
E) disruptive innovation

Question 13

Andrea Arenas is the owner of 2 Places at 1 Time,a concierge company.She and her staff of 60 perform everyday services,such as walking the dog,picking up cleaning,waiting for the repairman,and going to the post office,for people who are too busy to perform these simple acts.She is such a caring person and so well liked that her customers recommend her instead of her business to people who are looking for someone to perform similar services.Their inability to see the distinction between Arenas and her 2 Places at 1 Time concierge service is an example of which unique characteristic of services?

Accepted Answer

A) intangibility 
B) impressionability 
C) incongruity 
D) inseparability 
E) inflexibility 
A) intangibility 
B) impressionability 
C) incongruity 
D) inseparability 
E) inflexibility

Question 14

One of the eight primary MARKETING-RELATED reasons for new-product failure is __________.

Accepted Answer

A) the product is too innovative 
B) a competitor with a similar product withdrew from the market 
C) too socially controversial 
D) poor product quality 
E) product was marketed as a "new" product but did not meet the legal definition of "new" 
A) the product is too innovative 
B) a competitor with a similar product withdrew from the market 
C) too socially controversial 
D) poor product quality 
E) product was marketed as a "new" product but did not meet the legal definition of "new"

Question 15

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

Accepted Answer

A) how the organization delivers its service 
B) past experiences 
C) competitive trends 
D) the economy 
E) consumer income 
A) how the organization delivers its service 
B) past experiences 
C) competitive trends 
D) the economy 
E) consumer income

Question 16

What do an automated carwash,a limousine service,and an airline have in common?

Accepted Answer

A) They are all tangible services. 
B) They are all people-based services. 
C) None of them has a problem with idle production capacity. 
D) They are all equipment-based services. 
E) They all require skilled operators. 
A) They are all tangible services. 
B) They are all people-based services. 
C) None of them has a problem with idle production capacity. 
D) They are all equipment-based services. 
E) They all require skilled operators.

Question 17

In terms of brand loyalty,consumers prefer specific brands but will accept substitutes for which type of consumer product?

Accepted Answer

A) shopping product 
B) convenience product 
C) specialty product 
D) unsought product 
E) discretionary product 
A) shopping product 
B) convenience product 
C) specialty product 
D) unsought product 
E) discretionary product

Question 18

Another name for the steps in the service delivery process is __________.

Accepted Answer

A) service interactions 
B) access points 
C) path-analysis 
D) service encounters 
E) wheel of services 
A) service interactions 
B) access points 
C) path-analysis 
D) service encounters 
E) wheel of services

Question 19

Sterile Feral,Inc.is a nonprofit organization that catches wild or stray cats,and then neuters,vaccinates,and releases them back into the wild.Veterinarians are particularly impressed with how effectively and safety the organization performs its service each and every time.With which service quality dimension are veterinarians most impressed?

Accepted Answer

A) assurance 
B) tangibility 
C) reliability 
D) credibility 
E) empathy 
A) assurance 
B) tangibility 
C) reliability 
D) credibility 
E) empathy

Question 20

A product that requires the learning of new consumption patterns among consumers is a

Accepted Answer

A) continuous innovation. 
B) discontinuous innovation. 
C) dynamically continuous innovation. 
D) evolutionary innovation. 
E) progressive innovation. 
A) continuous innovation. 
B) discontinuous innovation. 
C) dynamically continuous innovation. 
D) evolutionary innovation. 
E) progressive innovation.

Items for which the consumer compares several alternatives on several criteria such as price,quality,or style are referred to as __________.

The dimension of service quality called __________ is willingness to help customers and provide prompt service.

Generating insights leading to actions based on massive numbers of peoples' ideas is called __________.

A product that disrupts consumers' normal routines but does not require totally new learning is a

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,__________,past experiences,and promotional activities.

A durable good is defined as a(n)

The emphasis of a marketing strategy for a dynamically continuous innovation would include

According to Robert Stephens of the Geek Squad,the biggest complaint about technical support people is

In terms of promotion,which of the following type of product would stress price,availability,and awareness?

Business products refer to

What does idle production capacity refers to?

New chewing gum flavors for its Orbit Mist brand like Raspberry Lemon Dew and Crisp Mint Waterfall helped Wrigley's add to its sales.These new flavors are which type of innovation?

One of the eight primary MARKETING-RELATED reasons for new-product failure is __________.

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

What do an automated carwash,a limousine service,and an airline have in common?

In terms of brand loyalty,consumers prefer specific brands but will accept substitutes for which type of consumer product?

Another name for the steps in the service delivery process is __________.

A product that requires the learning of new consumption patterns among consumers is a

Creating Customer Relationships and Value Through Marketing

Developing Successful Marketing and Organizational Strategies

Scanning the Marketing Environment, Ethical Behavior and Social Responsibility

Understanding Consumer Behavior

Understanding Organizations As Customers

Understanding and Reaching Global Consumers and Markets

Marketing Research: From Customer Insights to Actions

Market Segmentation, Targeting, and Positioning

Managing Successful Products, Services, and Brands

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Using Social Media to Connect With Consumers

Personal Selling and Sales Management

Implementing Interactive and Multichannel Marketing

Buildign an Effective Marketing Plan

Filters

Exam 9: Developing New Products and Services

Items for which the consumer compares several alternatives on several criteria such as price,quality,or style are referred to as __________.

The dimension of service quality called __________ is willingness to help customers and provide prompt service.

Generating insights leading to actions based on massive numbers of peoples' ideas is called __________.

A product that disrupts consumers' normal routines but does not require totally new learning is a

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,__________,past experiences,and promotional activities.

A durable good is defined as a(n)

The emphasis of a marketing strategy for a dynamically continuous innovation would include

According to Robert Stephens of the Geek Squad,the biggest complaint about technical support people is

In terms of promotion,which of the following type of product would stress price,availability,and awareness?

Business products refer to

What does idle production capacity refers to?

New chewing gum flavors for its Orbit Mist brand like Raspberry Lemon Dew and Crisp Mint Waterfall helped Wrigley's add to its sales.These new flavors are which type of innovation?

One of the eight primary MARKETING-RELATED reasons for new-product failure is __________.

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,__________,and promotional activities.

What do an automated carwash,a limousine service,and an airline have in common?

In terms of brand loyalty,consumers prefer specific brands but will accept substitutes for which type of consumer product?

Another name for the steps in the service delivery process is __________.

A product that requires the learning of new consumption patterns among consumers is a

Creating Customer Relationships and Value Through Marketing

Developing Successful Marketing and Organizational Strategies

Scanning the Marketing Environment, Ethical Behavior and Social Responsibility

Understanding Consumer Behavior

Understanding Organizations As Customers

Understanding and Reaching Global Consumers and Markets

Marketing Research: From Customer Insights to Actions

Market Segmentation, Targeting, and Positioning

Managing Successful Products, Services, and Brands

Pricing Products and Services

Managing Marketing Channels and Supply Chains

Retailing and Wholesaling

Integrated Marketing Communications and Direct Marketing

Advertising, Sales Promotion, and Public Relations

Using Social Media to Connect With Consumers

Personal Selling and Sales Management

Implementing Interactive and Multichannel Marketing

Buildign an Effective Marketing Plan

Filters