Question 1

An example of perishability of a service is _____.

Accepted Answer

A) the inseparability of the producer from the service 
B) the variability of a service's quality 
C) that some services cannot be inventoried or stored 
D) that the owner-operator is indispensable 
A) the inseparability of the producer from the service 
B) the variability of a service's quality 
C) that some services cannot be inventoried or stored 
D) that the owner-operator is indispensable

Question 2

Expected customer services _____.

Accepted Answer

A) are considered basic ingredients in the retail offering 
B) complement a store's extended offering 
C) are extra ingredients that add to the retail offering 
D) are provided to customers free of charge 
A) are considered basic ingredients in the retail offering 
B) complement a store's extended offering 
C) are extra ingredients that add to the retail offering 
D) are provided to customers free of charge

Question 3

Computerized checkout systems allow retailers to develop up-to-date sales reports.

Accepted Answer

A) True 
 B)False

Question 4

An advantage of a retailer-generated credit card is _____.

Accepted Answer

A) no bad debt or slow-payment problems 
B) no need for credit checks 
C) low startup costs 
D) the encouragement of store loyalty 
A) no bad debt or slow-payment problems 
B) no need for credit checks 
C) low startup costs 
D) the encouragement of store loyalty

Question 5

Electronic banking enables cash transactions to occur using retail coding systems.

Accepted Answer

A) True 
 B)False

Question 6

Bad debt risks are minimized with retailer-generated open credit accounts and revolving credit accounts.

Accepted Answer

A) True 
 B)False

Question 7

The increased deregulation of industries should have a positive impact on which consumer right?

Accepted Answer

A) the right to safety 
B) the right to be heard 
C) the right to choose 
D) the right to be informed 
A) the right to safety 
B) the right to be heard 
C) the right to choose 
D) the right to be informed

Question 8

The American Customer Satisfaction Index produces a measure of customer service quality based on surveys of consumers.

Accepted Answer

A) True 
 B)False

Question 9

Rewards,value-added benefits,and customer recognition are three complementary elements in _____.

Accepted Answer

A) relationship retailing 
B) customer service 
C) a service-based program 
D) a customer loyalty program 
A) relationship retailing 
B) customer service 
C) a service-based program 
D) a customer loyalty program

Question 10

The least tangible type of service is _____ services.

Accepted Answer

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

Question 11

A basic service is an example of an augmented retail strategy.

Accepted Answer

A) True 
 B)False

Question 12

A retailer can reduce labor costs associated with shopping-line waiting time through _____.

Accepted Answer

A) logistics management 
B) mass customization 
C) self-scanning 
D) inventory scheduling 
A) logistics management 
B) mass customization 
C) self-scanning 
D) inventory scheduling

Question 13

Which of the following is not an attribute of an effective customer loyalty program?

Accepted Answer

A) a program where participation rules frequently change 
B) a reward that is appealing to customers 
C) a data bank that tracks purchases and rewards eligibility 
D) an award that is attainable in a reasonable time frame 
A) a program where participation rules frequently change 
B) a reward that is appealing to customers 
C) a data bank that tracks purchases and rewards eligibility 
D) an award that is attainable in a reasonable time frame

Question 14

An augmented retail strategy for a discounter could be an expected retail strategy for a full-service retailer.

Accepted Answer

A) True 
 B)False

Question 15

A retailer offers an option credit account to its customers;interest is charged at 15 percent per year.If a consumer buys $400 in merchandise on January 1 and receives the bill January 15,how much must the consumer remit to pay the account in full?

Accepted Answer

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

Question 16

Decentralized services keep shoppers with returns to process in the selling area.

Accepted Answer

A) True 
 B)False

Question 17

A major advantage to the use of point-of-sale scanning equipment by retailers is _____.

Accepted Answer

A) lower fixture investment costs 
B) ease in consumer ability to read prices 
C) compatibility of codes for supermarkets and department stores 
D) better inventory control 
A) lower fixture investment costs 
B) ease in consumer ability to read prices 
C) compatibility of codes for supermarkets and department stores 
D) better inventory control

Question 18

A(n)_____ customer service to a full-service specialty shop would be a _____ customer service to a price-oriented discounter.

Accepted Answer

A) primary,secondary 
B) primary,potential 
C) expected,augmented 
D) augmented,expected 
A) primary,secondary 
B) primary,potential 
C) expected,augmented 
D) augmented,expected

Question 19

"The revenues from an unrented hotel room are forever lost." This statement refers to which characteristic of services?

Accepted Answer

A) intangibility 
B) perishability 
C) variability 
D) inseparability 
A) intangibility 
B) perishability 
C) variability 
D) inseparability

Question 20

Since services cannot be stockpiled,the effects of seasonality can be severe.

Accepted Answer

A) True 
 B)False

An example of perishability of a service is _____.

Expected customer services _____.

Computerized checkout systems allow retailers to develop up-to-date sales reports.

An advantage of a retailer-generated credit card is _____.

Electronic banking enables cash transactions to occur using retail coding systems.

Bad debt risks are minimized with retailer-generated open credit accounts and revolving credit accounts.

The increased deregulation of industries should have a positive impact on which consumer right?

The American Customer Satisfaction Index produces a measure of customer service quality based on surveys of consumers.

Rewards,value-added benefits,and customer recognition are three complementary elements in _____.

The least tangible type of service is _____ services.

A basic service is an example of an augmented retail strategy.

A retailer can reduce labor costs associated with shopping-line waiting time through _____.

Which of the following is not an attribute of an effective customer loyalty program?

An augmented retail strategy for a discounter could be an expected retail strategy for a full-service retailer.

A retailer offers an option credit account to its customers;interest is charged at 15 percent per year.If a consumer buys $400 in merchandise on January 1 and receives the bill January 15,how much must the consumer remit to pay the account in full?

Decentralized services keep shoppers with returns to process in the selling area.

A major advantage to the use of point-of-sale scanning equipment by retailers is _____.

A(n)_ customer service to a full-service specialty shop would be a _ customer service to a price-oriented discounter.

"The revenues from an unrented hotel room are forever lost." This statement refers to which characteristic of services?

Since services cannot be stockpiled,the effects of seasonality can be severe.

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

An example of perishability of a service is _____.

Expected customer services _____.

Computerized checkout systems allow retailers to develop up-to-date sales reports.

An advantage of a retailer-generated credit card is _____.

Electronic banking enables cash transactions to occur using retail coding systems.

Bad debt risks are minimized with retailer-generated open credit accounts and revolving credit accounts.

The increased deregulation of industries should have a positive impact on which consumer right?

The American Customer Satisfaction Index produces a measure of customer service quality based on surveys of consumers.

Rewards,value-added benefits,and customer recognition are three complementary elements in _____.

The least tangible type of service is _____ services.

A basic service is an example of an augmented retail strategy.

A retailer can reduce labor costs associated with shopping-line waiting time through _____.

Which of the following is not an attribute of an effective customer loyalty program?

An augmented retail strategy for a discounter could be an expected retail strategy for a full-service retailer.

A retailer offers an option credit account to its customers;interest is charged at 15 percent per year.If a consumer buys $400 in merchandise on January 1 and receives the bill January 15,how much must the consumer remit to pay the account in full?

Decentralized services keep shoppers with returns to process in the selling area.

A major advantage to the use of point-of-sale scanning equipment by retailers is _____.

A(n)_____ customer service to a full-service specialty shop would be a _____ customer service to a price-oriented discounter.

"The revenues from an unrented hotel room are forever lost." This statement refers to which characteristic of services?

Since services cannot be stockpiled,the effects of seasonality can be severe.

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

A(n)_ customer service to a full-service specialty shop would be a _ customer service to a price-oriented discounter.