Question 1

The two basic components of a customer's evaluation of a service are

Accepted Answer

A)  expectations and customer contact. 
B)  expectations and experience. 
C)  intangibility and inconsistency. 
D)  experience and credence. 
E)  inconsistency and inseparability. 
A)  expectations and customer contact. 
B)  expectations and experience. 
C)  intangibility and inconsistency. 
D)  experience and credence. 
E)  inconsistency and inseparability.

Question 2

Intangible items such as theater performances,legal advice,or music streaming that an organization provides to consumers are referred to as

Accepted Answer

A)  production goods. 
B)  support products. 
C)  services. 
D)  goods. 
E)  benefits. 
A)  production goods. 
B)  support products. 
C)  services. 
D)  goods. 
E)  benefits.

Question 3

Which type of consumer product is often very expensive,purchased infrequently,and takes an extensive amount of time to make the purchase decision?

Accepted Answer

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

Question 4

The brochure for Spa Sydell has photographs of people enjoying the various spa amenities.By seeing the pictures of available treatments at the spa,a customer has a better idea of what she is buying.Spa Sydell uses a brochure to help customers deal with the __________ that is associated with using the service.

Accepted Answer

A)  incongruity 
B)  inconsistency 
C)  inventory costs 
D)  inseparability 
E)  intangibility 
A)  incongruity 
B)  inconsistency 
C)  inventory costs 
D)  inseparability 
E)  intangibility

Question 5

In the new-product process,product ideas that survive the business analysis stage proceed to the __________ stage.

Accepted Answer

A)  market testing 
B)  screening and evaluation 
C)  business analysis 
D)  development 
E)  commercialization 
A)  market testing 
B)  screening and evaluation 
C)  business analysis 
D)  development 
E)  commercialization

Question 6

An external evaluation with consumers that consists of preliminary testing of a new-product idea rather than the actual finished product is referred to as

Accepted Answer

A)  new-product strategy development. 
B)  idea generation. 
C)  crowdsourcing. 
D)  market testing. 
E)  a concept test. 
A)  new-product strategy development. 
B)  idea generation. 
C)  crowdsourcing. 
D)  market testing. 
E)  a concept test.

Question 7

In addition to seeking ideas from more well-known sources,organizations also get ideas from universities,inventors,and smaller nontraditional firms.For example,General Mills partnered with Brigham Young University to license its patent for

Accepted Answer

A)  scones with coffee-flavored cream frosting. 
B)  an Omega-3 enriched SKU for the Philadelphia cream cheese line. 
C)  a carbonated yogurt called Go-Gurt Fizzix. 
D)  deep fried chicken skins for people who cannot eat pork. 
E)  a crispy baked macaroni and cheese snack that can be eaten out of a bag like Cheetos. 
A)  scones with coffee-flavored cream frosting. 
B)  an Omega-3 enriched SKU for the Philadelphia cream cheese line. 
C)  a carbonated yogurt called Go-Gurt Fizzix. 
D)  deep fried chicken skins for people who cannot eat pork. 
E)  a crispy baked macaroni and cheese snack that can be eaten out of a bag like Cheetos.

Question 8

Generating insights leading to marketing actions based on massive numbers of people's ideas is called

Accepted Answer

A)  brainstorming. 
B)  groupthink. 
C)  outsourcing. 
D)  crowdsourcing. 
E)  NIH method. 
A)  brainstorming. 
B)  groupthink. 
C)  outsourcing. 
D)  crowdsourcing. 
E)  NIH method.

Question 9

Very infrequent purchases and limited distribution are characteristics of products that a prospective buyer may not initially want,which makes awareness essential.This type of consumer product is referred to as

Accepted Answer

A)  an unsought product. 
B)  a shopping product. 
C)  a convenience product. 
D)  a specialty product. 
E)  a support product. 
A)  an unsought product. 
B)  a shopping product. 
C)  a convenience product. 
D)  a specialty product. 
E)  a support product.

Question 10

Heavy-duty Rayovac flashlights are sold to consumers throughout the United States.However,Philips manufactures the bulbs used in Rayovac flashlights.The quantity of bulbs Philips makes is related to how many flashlights Rayovac sells.This is an example of

Accepted Answer

A)  a tying arrangement. 
B)  reciprocity. 
C)  strategic alliance demand. 
D)  relationship marketing. 
E)  derived demand. 
A)  a tying arrangement. 
B)  reciprocity. 
C)  strategic alliance demand. 
D)  relationship marketing. 
E)  derived demand.

Question 11

Which of the following is considered a durable good?

Accepted Answer

A)  rake 
B)  caviar 
C)  movie tickets 
D)  staples 
E)  voting 
A)  rake 
B)  caviar 
C)  movie tickets 
D)  staples 
E)  voting

Question 12

The inventory costs of services include

Accepted Answer

A)  equipment and training costs. 
B)  management and material costs. 
C)  service delivery and spoilage costs. 
D)  salary of service provider and equipment costs. 
E)  service provider wages and training costs. 
A)  equipment and training costs. 
B)  management and material costs. 
C)  service delivery and spoilage costs. 
D)  salary of service provider and equipment costs. 
E)  service provider wages and training costs.

Question 13

A good has tangible attributes that a consumer's __________ can perceive.

Accepted Answer

A)  cognitive intelligence 
B)  vision 
C)  knowledge of past experiences 
D)  five senses 
E)  emotional intelligence 
A)  cognitive intelligence 
B)  vision 
C)  knowledge of past experiences 
D)  five senses 
E)  emotional intelligence

Question 14

Because services tend to be __________ rather than an object,they are much more difficult for consumers to evaluate.

Accepted Answer

A)  an opportunity 
B)  a good 
C)  a risk 
D)  a decision 
E)  a performance 
A)  an opportunity 
B)  a good 
C)  a risk 
D)  a decision 
E)  a performance

Question 15

Durable goods emphasize which of the following elements of the promotional mix?

Accepted Answer

A)  sales promotion 
B)  personal selling 
C)  advertising 
D)  public relations 
E)  direct marketing 
A)  sales promotion 
B)  personal selling 
C)  advertising 
D)  public relations 
E)  direct marketing

Question 16

Figure 9-3  
-According to Figure 9-3,column A represents

Accepted Answer

A)  a spontaneous innovation. 
B)  a continuous innovation. 
C)  a discontinuous innovation. 
D)  a dynamically continuous innovation. 
E)  an evolutionary innovation. 
A)  a spontaneous innovation. 
B)  a continuous innovation. 
C)  a discontinuous innovation. 
D)  a dynamically continuous innovation. 
E)  an evolutionary innovation.

Question 17

A product refers to

Accepted Answer

A)  a tangible good received in exchange for a person's time and effort. 
B)  intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
C)  a good that has in some way been altered, combined, or improved and sold to organizational buyers. 
D)  a thought that leads to an action such as a concept for a new invention. 
E)  a good, service, or idea consisting of a bundle of tangible and intangible attributes that satisfies consumers' needs and is received in exchange for money or something else of value. 
A)  a tangible good received in exchange for a person's time and effort. 
B)  intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
C)  a good that has in some way been altered, combined, or improved and sold to organizational buyers. 
D)  a thought that leads to an action such as a concept for a new invention. 
E)  a good, service, or idea consisting of a bundle of tangible and intangible attributes that satisfies consumers' needs and is received in exchange for money or something else of value.

Question 18

An extremely large machine for producing sheet metal from steel ingots would be classified as which kind of business product?

Accepted Answer

A)  installations 
B)  finished goods 
C)  supplies 
D)  industrial services 
E)  raw materials 
A)  installations 
B)  finished goods 
C)  supplies 
D)  industrial services 
E)  raw materials

Question 19

Why is inventory of services different from that of products?

Accepted Answer

A)  Time is less important to customers of services than customers of products. 
B)  Only service inventory can be reduced through more efficient movement of products. 
C)  There are larger costs associated with the handling of service inventory. 
D)  Unlike goods providers, the service provider is often unavailable when there is a demand for the service. 
E)  Service inventory costs are related to idle production capacity rather than storage or perishability. 
A)  Time is less important to customers of services than customers of products. 
B)  Only service inventory can be reduced through more efficient movement of products. 
C)  There are larger costs associated with the handling of service inventory. 
D)  Unlike goods providers, the service provider is often unavailable when there is a demand for the service. 
E)  Service inventory costs are related to idle production capacity rather than storage or perishability.

Question 20

Services are defined as

Accepted Answer

A)  the tangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
B)  the activities provided to complement a tangible good, such as technical support for a computer. 
C)  the intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
D)  any activity required for the production of a good that cannot be completed "in-house" and must be outsourced to another firm. 
E)  the human (nonmechanical) component that is part of the manufacturing process. 
A)  the tangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
B)  the activities provided to complement a tangible good, such as technical support for a computer. 
C)  the intangible activities or benefits that an organization provides to satisfy consumers' needs in exchange for money or something else of value. 
D)  any activity required for the production of a good that cannot be completed "in-house" and must be outsourced to another firm. 
E)  the human (nonmechanical) component that is part of the manufacturing process.

The two basic components of a customer's evaluation of a service are

Intangible items such as theater performances,legal advice,or music streaming that an organization provides to consumers are referred to as

Which type of consumer product is often very expensive,purchased infrequently,and takes an extensive amount of time to make the purchase decision?

In the new-product process,product ideas that survive the business analysis stage proceed to the __________ stage.

An external evaluation with consumers that consists of preliminary testing of a new-product idea rather than the actual finished product is referred to as

In addition to seeking ideas from more well-known sources,organizations also get ideas from universities,inventors,and smaller nontraditional firms.For example,General Mills partnered with Brigham Young University to license its patent for

Generating insights leading to marketing actions based on massive numbers of people's ideas is called

Very infrequent purchases and limited distribution are characteristics of products that a prospective buyer may not initially want,which makes awareness essential.This type of consumer product is referred to as

Heavy-duty Rayovac flashlights are sold to consumers throughout the United States.However,Philips manufactures the bulbs used in Rayovac flashlights.The quantity of bulbs Philips makes is related to how many flashlights Rayovac sells.This is an example of

Which of the following is considered a durable good?

The inventory costs of services include

A good has tangible attributes that a consumer's __________ can perceive.

Because services tend to be __________ rather than an object,they are much more difficult for consumers to evaluate.

Durable goods emphasize which of the following elements of the promotional mix?

Figure 9-3 -According to Figure 9-3,column A represents

A product refers to

An extremely large machine for producing sheet metal from steel ingots would be classified as which kind of business product?

Why is inventory of services different from that of products?

Services are defined as

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing Strategies

Understanding 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 and Mobile Marketing to Connect With Consumers

Personal Selling and Sales Management

Implementing Interactive and Multichannel Marketing

Building an Effective Marketing Plan

Filters

Exam 9: Developing New Products and Services

The two basic components of a customer's evaluation of a service are

Intangible items such as theater performances,legal advice,or music streaming that an organization provides to consumers are referred to as

Which type of consumer product is often very expensive,purchased infrequently,and takes an extensive amount of time to make the purchase decision?

In the new-product process,product ideas that survive the business analysis stage proceed to the __________ stage.

An external evaluation with consumers that consists of preliminary testing of a new-product idea rather than the actual finished product is referred to as

In addition to seeking ideas from more well-known sources,organizations also get ideas from universities,inventors,and smaller nontraditional firms.For example,General Mills partnered with Brigham Young University to license its patent for

Generating insights leading to marketing actions based on massive numbers of people's ideas is called

Very infrequent purchases and limited distribution are characteristics of products that a prospective buyer may not initially want,which makes awareness essential.This type of consumer product is referred to as

Heavy-duty Rayovac flashlights are sold to consumers throughout the United States.However,Philips manufactures the bulbs used in Rayovac flashlights.The quantity of bulbs Philips makes is related to how many flashlights Rayovac sells.This is an example of

Which of the following is considered a durable good?

The inventory costs of services include

A good has tangible attributes that a consumer's __________ can perceive.

Because services tend to be __________ rather than an object,they are much more difficult for consumers to evaluate.

Durable goods emphasize which of the following elements of the promotional mix?

Figure 9-3 -According to Figure 9-3,column A represents

A product refers to

An extremely large machine for producing sheet metal from steel ingots would be classified as which kind of business product?

Why is inventory of services different from that of products?

Services are defined as

Creating Customer Relationships and Value Through Marketing

Developing Successful Organizational and Marketing Strategies

Understanding 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 and Mobile Marketing to Connect With Consumers

Personal Selling and Sales Management

Implementing Interactive and Multichannel Marketing

Building an Effective Marketing Plan

Filters