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

Facility exteriors and interiors are part of ________.

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

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 strategy would a marketer most likely use to promote something that cannot be seen, has no smell, and cannot be felt?

Cannibalization is not a concern for traditional retailers who also operate an e-commerce site because the two locations attract completely different markets.

Retailers like Sam's Club that promise bottom-dollar prices are often self-service operations.

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

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.

What is meant by merchandise breadth and depth? Give an example of a store for each of the following: narrow assortment, broad assortment, shallow assortment, and deep assortment.

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

Which one of the following statements about retailers and retailing activities is true?

The ________ is the interaction between the customer and the service provider.

Using the strategy of ________, retailers convert shopping into an interactive activity for customers in bricks and mortar locations.

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.

Which of the following is the purpose of omnichannel marketing?

According to the ________ hypothesis, new retailing forms often begin as low-margin, low-price, low-status operations to challenge established retailers; then become successful; and eventually take the place of the established retailers they had challenged.

Which of the following statements about the service encounter is true?

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

Which of the following best explains why new retailers often squeeze out older retailers?

Give an example of how the economic downturn that began in 2007 affected retailers' strategies.