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

Service ________ means that a service can only take place at the time the service provider performs it on either the customer or the customer's possessions.

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?

Services are characterized by four key characteristics. Name and describe these four characteristics.

A package delivery company sells intangibles to its customers.

Which of the following stores is most likely to have a narrow assortment of merchandise?

A marketing strategy that enhances the shopping experience for experiential shoppers is called ________.

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.

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

The opportunities for ________ provided by the Internet have helped many companies in the financial services area address the problem of the inseparability of services.

Developing a new product to meet the minimum qualifications of an unmet need is integral to the ________ approach to marketing.

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

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 ________.

Which of the following types of retailers place the most emphasis on salespeople assisting customers throughout the purchase process?

Josh purchased a new tie from an upscale men's clothing store to impress the managers he would meet at an important job interview. The day after the job interview, Josh returned the tie to the store for a full refund. This is an example of ________.

In ________, a master distributor recruits other people to become distributors. The master distributor sells the company's products to the people she entices to join and receives commissions on all the merchandise sold by the people she recruits.

A cashier who purposely undercharges a customer or allows a friend to walk away without paying for items would most likely be accused of which of the following?

________ are large stores that combine an economy supermarket with other lower-priced non-food merchandise.

Explain how the gap between service quality standards and customer expectations can occur. How can it be avoided?

The environment in which service is delivered is referred to as the ________.

The president of a fast growing company that manages retirement communities states that the degree of caring and individual attention the residents receive is the most important component of service quality for his company. The president would be most likely to focus on the results in which of the following dimensions of the SERVQUAL scale?