Exam 12: Deliver the Customer Experience: Goods and Services Via Bricks and Clicks

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?

When sales are made in a local Walmart, the sales data is sent to Walmart headquarters where the data are used to build a picture of the buying habits of people who shop at individual Walmarts across the nation. The use of ________ makes this possible.

Which type of store combines the characteristics of a warehouse store and a supermarket?

To implement the market fulfillment approach, an agent would first identify a client and then identify an unmet need in the market that client could fulfill.

Give an example of how the recent economic downturn affected retailers' strategies.

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

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?

Which type of self-service store is a food store with a limited selection of items and few brands per item?

Service ________ means that customers cannot see, touch, or smell good service.

Why might a retailer be interested in using the Census of Retail Trade, which classifies retailers according to the North American Industry Classification System (NAICS) codes?

What is omnichannel commerce and why is it increasingly important?

At a(n) ________, customers buy most products in larger-than-normal packages and quantities.

Which of the following types of retail stores would likely offer the broadest assortment of merchandise and services?

Karen likes using the SERVQUAL scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing ________, which involves the physical facilities and equipment and professional appearance of the stylists. These aspects are very important for the comfort of her clients.

In the future, global deregulation will likely affect the delivery of services of banks and other financial service industries by reducing competition.

Using ________, customers are able to use their smartphones to pay for items without needing cash or a credit card.

Explain how customers are an important element of the service encounter.

Which of the following is an instrument to measure consumers' perceptions of service quality?

Describe the practice of retail borrowing and explain why it is unethical.

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