Question 1

Retailers practice relationship retailing with _____ customers.

Accepted Answer

A) nonregular 
B) regular 
C) core 
D) former 
A) nonregular 
B) regular 
C) core 
D) former

Question 2

The major difference between a typical credit account and a debit-only transfer system is that in the debit-only transfer system,_____.

Accepted Answer

A) interest is assessed from the billing date 
B) the purchase price is immediately deducted from the consumer's bank account 
C) no interest is charged if payment is made at the billing date 
D) the consumer is billed monthly on the basis of the outstanding balance 
A) interest is assessed from the billing date 
B) the purchase price is immediately deducted from the consumer's bank account 
C) no interest is charged if payment is made at the billing date 
D) the consumer is billed monthly on the basis of the outstanding balance

Question 3

From a consumer's perspective,value is based on _____.

Accepted Answer

A) the perception of benefits received versus price paid 
B) who performs each of the elements in a value chain 
C) who performs the visible elements in a value chain 
D) only the price paid 
A) the perception of benefits received versus price paid 
B) who performs each of the elements in a value chain 
C) who performs the visible elements in a value chain 
D) only the price paid

Question 4

Which statement concerning customer satisfaction is not correct?

Accepted Answer

A) According to the American Customer Satisfaction Index,fast-food firms rate lowest among retailers in customer satisfaction. 
B) Most shoppers complain when they are dissatisfied. 
C) "Very satisfied" shoppers are much more likely to remain loyal than "satisfied" shoppers. 
D) Customer expectations generally move upwards over time. 
A) According to the American Customer Satisfaction Index,fast-food firms rate lowest among retailers in customer satisfaction. 
B) Most shoppers complain when they are dissatisfied. 
C) "Very satisfied" shoppers are much more likely to remain loyal than "satisfied" shoppers. 
D) Customer expectations generally move upwards over time.

Question 5

Electronic banking involves the use of automatic teller machines and the instant processing of retail purchases.

Accepted Answer

A) True 
 B)False

Question 6

Which service quality attribute deals with lost revenues that cannot be recouped?

Accepted Answer

A) access 
B) perishability 
C) reliability 
D) variability 
A) access 
B) perishability 
C) reliability 
D) variability

Question 7

Self-scanning enables retailers to reduce labor costs.

Accepted Answer

A) True 
 B)False

Question 8

Expected customer services are generally offered _____.

Accepted Answer

A) to all customers 
B) free-of-charge 
C) at a fee which enables the retailer to break even 
D) at a fee which enables the retailer to earn a fair profit over the cost of the service 
A) to all customers 
B) free-of-charge 
C) at a fee which enables the retailer to break even 
D) at a fee which enables the retailer to earn a fair profit over the cost of the service

Question 9

Activities of government,business,and independent organizations that are designed to protect individuals from practices that infringe on their rights as consumers comprise social responsibility.

Accepted Answer

A) True 
 B)False

Question 10

No interest is assessed if the consumer pays his/her bill in full when it is due or a partial payment can be made in a(n)_____ credit account.

Accepted Answer

A) open 
B) monthly 
C) option 
D) revolving 
A) open 
B) monthly 
C) option 
D) revolving

Question 11

A(n)_____ retail strategy encompasses the extra elements in a value chain that differentiate one retailer from another.

Accepted Answer

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

Question 12

Employee empowerment is a central concept to improving customer service.

Accepted Answer

A) True 
 B)False

Question 13

All elements of the value chain are visible to shoppers.

Accepted Answer

A) True 
 B)False

Question 14

A customer must pay the bill when it is due with a revolving credit account.

Accepted Answer

A) True 
 B)False

Question 15

Ease of entry is simplest for which service retailer type?

Accepted Answer

A) nongoods retailer 
B) rental-goods retailer 
C) retailer with extensive licensing requirements 
D) leased goods retailer 
A) nongoods retailer 
B) rental-goods retailer 
C) retailer with extensive licensing requirements 
D) leased goods retailer

Question 16

Channel relationships in a value delivery system need to be characterized by trust,commitment,and open communication.

Accepted Answer

A) True 
 B)False

Question 17

The four consumer rights as stated by President Kennedy about 50 years ago are _____.

Accepted Answer

A) value,choice,safety,and to be heard 
B) safety,information,choice,and to be heard 
C) low prices,competition,return policy,and credit 
D) information,choice,safety,and credit 
A) value,choice,safety,and to be heard 
B) safety,information,choice,and to be heard 
C) low prices,competition,return policy,and credit 
D) information,choice,safety,and credit

Question 18

Which service quality attribute deals with the physical facilities of the service provider?

Accepted Answer

A) access 
B) reliability 
C) tangibles 
D) communication 
A) access 
B) reliability 
C) tangibles 
D) communication

Question 19

In goods retailing,consumers purchase goods;in rented-goods services,they lease goods.

Accepted Answer

A) True 
 B)False

Question 20

Expected customer services provide a competitive advantage to the retailer.

Accepted Answer

A) True 
 B)False

Retailers practice relationship retailing with _____ customers.

The major difference between a typical credit account and a debit-only transfer system is that in the debit-only transfer system,_____.

From a consumer's perspective,value is based on _____.

Which statement concerning customer satisfaction is not correct?

Electronic banking involves the use of automatic teller machines and the instant processing of retail purchases.

Which service quality attribute deals with lost revenues that cannot be recouped?

Self-scanning enables retailers to reduce labor costs.

Expected customer services are generally offered _____.

Activities of government,business,and independent organizations that are designed to protect individuals from practices that infringe on their rights as consumers comprise social responsibility.

No interest is assessed if the consumer pays his/her bill in full when it is due or a partial payment can be made in a(n)_____ credit account.

A(n)_____ retail strategy encompasses the extra elements in a value chain that differentiate one retailer from another.

Employee empowerment is a central concept to improving customer service.

All elements of the value chain are visible to shoppers.

A customer must pay the bill when it is due with a revolving credit account.

Ease of entry is simplest for which service retailer type?

Channel relationships in a value delivery system need to be characterized by trust,commitment,and open communication.

The four consumer rights as stated by President Kennedy about 50 years ago are _____.

Which service quality attribute deals with the physical facilities of the service provider?

In goods retailing,consumers purchase goods;in rented-goods services,they lease goods.

Expected customer services provide a competitive advantage to the retailer.

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

Retailers practice relationship retailing with _____ customers.

The major difference between a typical credit account and a debit-only transfer system is that in the debit-only transfer system,_____.

From a consumer's perspective,value is based on _____.

Which statement concerning customer satisfaction is not correct?

Electronic banking involves the use of automatic teller machines and the instant processing of retail purchases.

Which service quality attribute deals with lost revenues that cannot be recouped?

Self-scanning enables retailers to reduce labor costs.

Expected customer services are generally offered _____.

Activities of government,business,and independent organizations that are designed to protect individuals from practices that infringe on their rights as consumers comprise social responsibility.

No interest is assessed if the consumer pays his/her bill in full when it is due or a partial payment can be made in a(n)_____ credit account.

A(n)_____ retail strategy encompasses the extra elements in a value chain that differentiate one retailer from another.

Employee empowerment is a central concept to improving customer service.

All elements of the value chain are visible to shoppers.

A customer must pay the bill when it is due with a revolving credit account.

Ease of entry is simplest for which service retailer type?

Channel relationships in a value delivery system need to be characterized by trust,commitment,and open communication.

The four consumer rights as stated by President Kennedy about 50 years ago are _____.

Which service quality attribute deals with the physical facilities of the service provider?

In goods retailing,consumers purchase goods;in rented-goods services,they lease goods.

Expected customer services provide a competitive advantage to the retailer.

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