Exam 2: Building and Sustaining Relationships in Retailing

A retailer can reinforce its competitive advantage by providing _____ services.

An advantage to a retailer's using retailer-generated credit cards is _____.

The distinction of whether a customer service is considered expected or augmented is based upon the _____.

Which retail strategy can be used by a retailer as a competitive advantage?

Which type of service is generally leased?

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

Physical products are not involved in which type of service?

The activities of government,business,and independent organizations designed to aid and protect shoppers involve _____.

One impact of electronic banking for retailers is the increased opportunity for _____.

With an open payment credit account,_____.

Comparatively few customers complain when dissatisfied.

Which retail strategy is typically based on benchmarking from firms in other industries?

An example of an expected retail strategy for a new-car dealer is _____.

Price-,service-,and status-oriented shoppers each have very similar perceptions of value.

A(n)_____ card contains an electronic strip that stores and modifies information as transactions take place.

A retailer's customers who are most loyal and who have the highest average sales can be classified as its _____.

The perishability of services prevents the storage and shifting of services from low to high demand periods.

An augmented retail strategy consists of the additional elements that differentiate one retailer from another.

As enunciated by President Kennedy about 50 years ago,consumers have the right to low prices,safety,full employment,and to be heard.

Variability in service quality can be reduced through _____.