Question 1

When a gift shop decided to begin selling Blue Ridge pottery, it was modifying its merchandise mix.

Accepted Answer

A) True 
 B)False

Question 2

As a service provider, why might you perceive the buyer-seller interaction in the service encounter to be especially critical?

Accepted Answer

Customers' perceptions are est

Question 3

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 4

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

Question 5

Which of the following is the purpose of a beacon in a retail space?

Accepted Answer

A)  to deliver promotions and rewards to customers as they shop in a physical retail space 
B)  to keep a running total on sales, returns, and transfers to other stores 
C)  to automatically reorder products when inventories decline to a certain level 
D)  to allow customers to automatically pay for items without cash or a credit card 
E)  to provide a seamless shopping experience for customers across shopping locations 
A)  to deliver promotions and rewards to customers as they shop in a physical retail space 
B)  to keep a running total on sales, returns, and transfers to other stores 
C)  to automatically reorder products when inventories decline to a certain level 
D)  to allow customers to automatically pay for items without cash or a credit card 
E)  to provide a seamless shopping experience for customers across shopping locations

Question 6

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items has done 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 7

A hotel and resort company launched a new employee program that includes intensive training in different service encounter scenarios. This training program is most likely designed to lessen the problems related to the ________ characteristic of services.

Accepted Answer

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

Question 8

Compare and contrast specialty stores and convenience stores.

Accepted Answer

Specialty stores carry narrow product li

Question 9

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.

Accepted Answer

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

Question 10

Which type of self-service store offers a limited line of inexpensive items, often at a single price point?

Accepted Answer

A)  convenience store 
B)  extreme-value retailer 
C)  specialty store 
D)  variety store 
E)  leased department store 
A)  convenience store 
B)  extreme-value retailer 
C)  specialty store 
D)  variety store 
E)  leased department store

Question 11

________, such as Target and Kohl's, provide merchandise return and offer credit, but customers select merchandise without much assistance.

Accepted Answer

A)  Self-service retailers 
B)  Full-service retailers 
C)  Specialty retailers 
D)  Off-price retailers 
E)  Limited-service retailers 
A)  Self-service retailers 
B)  Full-service retailers 
C)  Specialty retailers 
D)  Off-price retailers 
E)  Limited-service retailers

Question 12

Stores using POS systems may create ________ to keep a running total on sales, returns, and transfers to other stores.

Accepted Answer

A)  digital wallets 
B)  perpetual inventory unit control systems 
C)  experiential merchandising 
D)  proximity marketing 
E)  e-fencing 
A)  digital wallets 
B)  perpetual inventory unit control systems 
C)  experiential merchandising 
D)  proximity marketing 
E)  e-fencing

Question 13

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely arrange with a(n) ________.

Accepted Answer

A)  leased department 
B)  convenience store 
C)  variety store 
D)  factory outlet 
E)  off-price retailer 
A)  leased department 
B)  convenience store 
C)  variety store 
D)  factory outlet 
E)  off-price retailer

Question 14

Which of the following product offerings is intangible?

Accepted Answer

A)  fish for an aquarium 
B)  refillable ink cartridges for a computer printer 
C)  a mink coat 
D)  a meal at a fast-food restaurant 
E)  a limousine ride 
A)  fish for an aquarium 
B)  refillable ink cartridges for a computer printer 
C)  a mink coat 
D)  a meal at a fast-food restaurant 
E)  a limousine ride

Question 15

The pure selling approach in marketing is exclusively associated with tangible items.

Accepted Answer

A) True 
 B)False

Question 16

Christopher Messenger rents storage space to college students who go home for the summer but do not want to haul all of their property home and back. The business is profitable during the summer months, but when the storage space is unoccupied in the off-season, Christopher is losing money. What characteristic of service is most likely the source of Christopher's problem?

Accepted Answer

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

Question 17

A package delivery company sells intangibles to its customers.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is NOT a function of a point-of-sale (POS) system?

Accepted Answer

A)  collecting sales data 
B)  connecting directly into a store's inventory-control system 
C)  transmitting coupons to customers in the store 
D)  collecting data on returns and transfers to other stores 
E)  automatically sending re-orders when supplies decline to a certain level 
A)  collecting sales data 
B)  connecting directly into a store's inventory-control system 
C)  transmitting coupons to customers in the store 
D)  collecting data on returns and transfers to other stores 
E)  automatically sending re-orders when supplies decline to a certain level

Question 19

Which of the following is a discount retailer owned by a manufacturer that provides the manufacturer with 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

People, places, and ideas are all ________ that often need to be "sold" by someone and "bought" by someone else.

Accepted Answer

A)  tangibles 
B)  goods 
C)  intangibles 
D)  values 
E)  benefits 
A)  tangibles 
B)  goods 
C)  intangibles 
D)  values 
E)  benefits

When a gift shop decided to begin selling Blue Ridge pottery, it was modifying its merchandise mix.

As a service provider, why might you perceive the buyer-seller interaction in the service encounter to be especially critical?

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

Which of the following is the purpose of a beacon in a retail space?

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items has done which of the following?

A hotel and resort company launched a new employee program that includes intensive training in different service encounter scenarios. This training program is most likely designed to lessen the problems related to the ________ characteristic of services.

Compare and contrast specialty stores and convenience stores.

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.

Which type of self-service store offers a limited line of inexpensive items, often at a single price point?

________, such as Target and Kohl's, provide merchandise return and offer credit, but customers select merchandise without much assistance.

Stores using POS systems may create ________ to keep a running total on sales, returns, and transfers to other stores.

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely arrange with a(n) ________.

Which of the following product offerings is intangible?

The pure selling approach in marketing is exclusively associated with tangible items.

A package delivery company sells intangibles to its customers.

Which of the following is NOT a function of a point-of-sale (POS) system?

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

People, places, and ideas are all ________ that often need to be "sold" by someone and "bought" by someone else.

Welcome to the World of Marketing: Create and Deliver Value

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

Product I: Innovation and New Product Development

Product Ii: Product Strategy, Branding, and Product Management

Price: What Is the Value Proposition Worth

Deliver the Goods: Determine the Distribution Strategy

Promotion I: Advertising: One to Many Marketing Communications

Promotion II: Social Media Marketing and Other Communication Tools

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

When a gift shop decided to begin selling Blue Ridge pottery, it was modifying its merchandise mix.

As a service provider, why might you perceive the buyer-seller interaction in the service encounter to be especially critical?

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

Which of the following is the purpose of a beacon in a retail space?

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items has done which of the following?

A hotel and resort company launched a new employee program that includes intensive training in different service encounter scenarios. This training program is most likely designed to lessen the problems related to the ________ characteristic of services.

Compare and contrast specialty stores and convenience stores.

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.

Which type of self-service store offers a limited line of inexpensive items, often at a single price point?

________, such as Target and Kohl's, provide merchandise return and offer credit, but customers select merchandise without much assistance.

Stores using POS systems may create ________ to keep a running total on sales, returns, and transfers to other stores.

A large retail store that wants to offer a broader variety of products or services on site than it would otherwise carry would most likely arrange with a(n) ________.

Which of the following product offerings is intangible?

The pure selling approach in marketing is exclusively associated with tangible items.

A package delivery company sells intangibles to its customers.

Which of the following is NOT a function of a point-of-sale (POS) system?

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

People, places, and ideas are all ________ that often need to be "sold" by someone and "bought" by someone else.

Welcome to the World of Marketing: Create and Deliver Value

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

Product I: Innovation and New Product Development

Product Ii: Product Strategy, Branding, and Product Management

Price: What Is the Value Proposition Worth

Deliver the Goods: Determine the Distribution Strategy

Promotion I: Advertising: One to Many Marketing Communications

Promotion II: Social Media Marketing and Other Communication Tools

Filters