Question 1

A firm should seek to increase service tangibility by _____.

Accepted Answer

A) adding computers 
B) utilizing only the services of the owner 
C) offering warranties 
D) matching demand and supply 
A) adding computers 
B) utilizing only the services of the owner 
C) offering warranties 
D) matching demand and supply C

Question 2

Social responsibility is a broader concept than consumerism.

Accepted Answer

A) True 
 B)False  True

Question 3

An important implication of the rise in electronic banking to retailers is the _____.

Accepted Answer

A) growth in national credit and debit cards 
B) growth in banking from home 
C) increase in collection responsibilities 
D) increase in importance of retailer-generated credit cards 
A) growth in national credit and debit cards 
B) growth in banking from home 
C) increase in collection responsibilities 
D) increase in importance of retailer-generated credit cards A

Question 4

Accounting and legal services are examples of _____ services.

Accepted Answer

A) proforma 
B) rented-goods 
C) nongoods 
D) owned-goods 
A) proforma 
B) rented-goods 
C) nongoods 
D) owned-goods

Question 5

Owned-goods service providers often receive competition from _____.

Accepted Answer

A) outshoppers 
B) do-it-yourselfers 
C) in-home shoppers 
D) personalizing shoppers 
A) outshoppers 
B) do-it-yourselfers 
C) in-home shoppers 
D) personalizing shoppers

Question 6

A retailer offers a revolving credit account to its customers;interest is charged at 18 percent per year.If a customer buys $400 in merchandise in November and carries the total balance over for one month,how much must the customer remit to pay the account in full?

Accepted Answer

A) $400 
B) $403 
C) $406 
D) $409 
A) $400 
B) $403 
C) $406 
D) $409

Question 7

Consumers have physical products that they possess repaired or altered with _____ services.

Accepted Answer

A) owned-goods 
B) repair 
C) rented-goods 
D) nongoods 
A) owned-goods 
B) repair 
C) rented-goods 
D) nongoods

Question 8

A retailer can best implement a consumer's right to be heard by _____.

Accepted Answer

A) developing a consumer advisory council 
B) selling private-label merchandise 
C) expanding store hours 
D) providing a money-back guarantee on all goods and services 
A) developing a consumer advisory council 
B) selling private-label merchandise 
C) expanding store hours 
D) providing a money-back guarantee on all goods and services

Question 9

Which service attribute limits expansion possibilities for a service provider?

Accepted Answer

A) industrialization of services 
B) intangibility 
C) perishability 
D) inseparability of the service from its provider 
A) industrialization of services 
B) intangibility 
C) perishability 
D) inseparability of the service from its provider

Question 10

The concepts of intangibility,variability,and inseparability are most applicable to rented-goods services.

Accepted Answer

A) True 
 B)False

Question 11

A retailer has a detailed labeling system on all toy products aimed at children less than 5 years old.This illustrates the right to _____.

Accepted Answer

A) be informed 
B) redress 
C) choose 
D) service 
A) be informed 
B) redress 
C) choose 
D) service

Question 12

Rented-goods service retailers require little or no inventories.

Accepted Answer

A) True 
 B)False

Question 13

The best retailers in a given category have perfected potential retail strategies.

Accepted Answer

A) True 
 B)False

Question 14

The type of service retailing that most closely resembles goods-based retailing involves _____ services.

Accepted Answer

A) professional 
B) rented-goods 
C) owned-goods 
D) nongoods 
A) professional 
B) rented-goods 
C) owned-goods 
D) nongoods

Question 15

The minimum value chain elements a given customer segment anticipates from a given type of retailer is referred as a(n)_____ retail strategy.

Accepted Answer

A) potential 
B) realized 
C) expected 
D) augmented 
A) potential 
B) realized 
C) expected 
D) augmented

Question 16

Electronic banking involves _____.

Accepted Answer

A) end-of-month credit statements 
B) the use of standardized credit systems on a national level 
C) video-recording systems 
D) the use of automatic teller machines and the instant processing of retail purchases 
A) end-of-month credit statements 
B) the use of standardized credit systems on a national level 
C) video-recording systems 
D) the use of automatic teller machines and the instant processing of retail purchases

Question 17

Which of the following is not a major advantage of the use of centralized customer service areas?

Accepted Answer

A) The salesperson is able to recommend alternative goods and services. 
B) A common store policy is ensured. 
C) The department can be placed in a space with little activity. 
D) Specialized personnel can be used. 
A) The salesperson is able to recommend alternative goods and services. 
B) A common store policy is ensured. 
C) The department can be placed in a space with little activity. 
D) Specialized personnel can be used.

Question 18

Consumers lease physical products for a specified period of time with _____ services.

Accepted Answer

A) intangible 
B) owned-goods 
C) nongoods 
D) rented-goods 
A) intangible 
B) owned-goods 
C) nongoods 
D) rented-goods

Question 19

Car rental and airplane travel are examples of _____ services.

Accepted Answer

A) regulated goods 
B) owned-goods 
C) nongoods 
D) rented-goods 
A) regulated goods 
B) owned-goods 
C) nongoods 
D) rented-goods

Question 20

A value delivery system is based on _____.

Accepted Answer

A) outsourcing 
B) cost minimization 
C) a high degree of cooperation among all channel members 
D) one channel member conducting all activities 
A) outsourcing 
B) cost minimization 
C) a high degree of cooperation among all channel members 
D) one channel member conducting all activities

A firm should seek to increase service tangibility by _____.

Social responsibility is a broader concept than consumerism.

An important implication of the rise in electronic banking to retailers is the _____.

Accounting and legal services are examples of _____ services.

Owned-goods service providers often receive competition from _____.

A retailer offers a revolving credit account to its customers;interest is charged at 18 percent per year.If a customer buys $400 in merchandise in November and carries the total balance over for one month,how much must the customer remit to pay the account in full?

Consumers have physical products that they possess repaired or altered with _____ services.

A retailer can best implement a consumer's right to be heard by _____.

Which service attribute limits expansion possibilities for a service provider?

The concepts of intangibility,variability,and inseparability are most applicable to rented-goods services.

A retailer has a detailed labeling system on all toy products aimed at children less than 5 years old.This illustrates the right to _____.

Rented-goods service retailers require little or no inventories.

The best retailers in a given category have perfected potential retail strategies.

The type of service retailing that most closely resembles goods-based retailing involves _____ services.

The minimum value chain elements a given customer segment anticipates from a given type of retailer is referred as a(n)_____ retail strategy.

Electronic banking involves _____.

Which of the following is not a major advantage of the use of centralized customer service areas?

Consumers lease physical products for a specified period of time with _____ services.

Car rental and airplane travel are examples of _____ services.

A value delivery system is based on _____.

An Introduction to Retailing

Strategic Planning in Retailing

Retail Institutions by Ownership

Retail Institutions by Store-Based Strategy

Web, Nonstore-Based, and Other Forms of Nontraditional Retailing

Identifying and Understanding Consumers

Information Gathering and Processing in Retailing

Trading-Area Analysis

Site Selection

Retail Organization and Human Resource Management

Operations Management: Financial Dimensions

Operations Management: Operational Dimensions

Developing Merchandise Plans

Implementing Merchandise

Financial Merchandise Management

Pricing in Retailing

Establishing and Maintaining a Retail Image

Promotional Strategy

Integrating and Controlling the Retail Strategy

Filters

Exam 2: Building and Sustaining Relationships in Retailing

A firm should seek to increase service tangibility by _____.

Social responsibility is a broader concept than consumerism.

An important implication of the rise in electronic banking to retailers is the _____.

Accounting and legal services are examples of _____ services.

Owned-goods service providers often receive competition from _____.

A retailer offers a revolving credit account to its customers;interest is charged at 18 percent per year.If a customer buys $400 in merchandise in November and carries the total balance over for one month,how much must the customer remit to pay the account in full?

Consumers have physical products that they possess repaired or altered with _____ services.

A retailer can best implement a consumer's right to be heard by _____.

Which service attribute limits expansion possibilities for a service provider?

The concepts of intangibility,variability,and inseparability are most applicable to rented-goods services.

A retailer has a detailed labeling system on all toy products aimed at children less than 5 years old.This illustrates the right to _____.

Rented-goods service retailers require little or no inventories.

The best retailers in a given category have perfected potential retail strategies.

The type of service retailing that most closely resembles goods-based retailing involves _____ services.

The minimum value chain elements a given customer segment anticipates from a given type of retailer is referred as a(n)_____ retail strategy.

Electronic banking involves _____.

Which of the following is not a major advantage of the use of centralized customer service areas?

Consumers lease physical products for a specified period of time with _____ services.

Car rental and airplane travel are examples of _____ services.

A value delivery system is based on _____.

An Introduction to Retailing

Strategic Planning in Retailing

Retail Institutions by Ownership

Retail Institutions by Store-Based Strategy

Web, Nonstore-Based, and Other Forms of Nontraditional Retailing

Identifying and Understanding Consumers

Information Gathering and Processing in Retailing

Trading-Area Analysis

Site Selection

Retail Organization and Human Resource Management

Operations Management: Financial Dimensions

Operations Management: Operational Dimensions

Developing Merchandise Plans

Implementing Merchandise

Financial Merchandise Management

Pricing in Retailing

Establishing and Maintaining a Retail Image

Promotional Strategy

Integrating and Controlling the Retail Strategy

Filters