Question 1

A telephone call from a salesperson requesting you to purchase a subscription to an educational magazine designed to help children improve their math skills is an example of which of the following?

Accepted Answer

A) direct selling 
B) one-way communication 
C) direct wholesaling 
D) two-way vending 
E) e-commerce

Question 2

Which type of self-service store offers a limited line of inexpensive items,often at a single price point?

Accepted Answer

A) convenience store 
B) box store 
C) specialty store 
D) variety store 
E) leased department store

Question 3

In 2001,the United Methodist Church budgeted $4 million for ads to encourage former church members to return to church.This ad campaign is an example of ________.

Accepted Answer

A) product improvement 
B) market fulfillment 
C) place marketing 
D) people marketing 
E) idea marketing

Question 4

Which of the following stores is most likely to have a narrow assortment of merchandise?

Accepted Answer

A) a supermarket 
B) a factory outlet store 
C) a department store 
D) a warehouse club 
E) a hypermarket

Question 5

Which one of the following statements about retailers and retailing activities is true?

Accepted Answer

A) Retailers create form utility. 
B) Most retailers are multi-million dollar operations. 
C) Retailers are members of channels of distribution. 
D) About half of all U.S.workers are employed by retailers. 
E) Retailers sell only to businesses.

Question 6

A hotel and resort company launched a new employee program that includes intensive training in different service encounter scenarios.This training program is most likely designed to lessen the problems related to the ________ characteristic of services.

Accepted Answer

A) perishability 
B) intangibility 
C) creativity 
D) inseparability 
E) personalization

Question 7

Tangibles,reliability,responsiveness,assurance,and empathy are the five dimensions of service quality used in which of the following?

Accepted Answer

A) total quality management (TQM) 
B) SERVQUAL 
C) gap analysis 
D) the critical incident technique 
E) the market fulfillment approach

Question 8

Which of the following is an instrument to measure consumers' perceptions of service quality?

Accepted Answer

A) total quality management (TQM) 
B) capacity management 
C) credence management 
D) SERVQUAL 
E) servicescape

Question 9

When a gift shop decided to begin selling Blue Ridge pottery,it was modifying its merchandise mix.

Accepted Answer

A) True 
 B)False

Question 10

A package delivery company sells intangibles to its customers.

Accepted Answer

A) True 
 B)False

Question 11

When sales are made in a local Walmart,the sales data is sent to Walmart headquarters where the data are used to build a picture of the buying habits of people who shop at individual Walmarts across the nation.The use of ________ makes this possible.

Accepted Answer

A) POS systems 
B) social shopping 
C) e-commerce 
D) e-menus 
E) direct selling

Question 12

Why might a retailer be interested in using the Census of Retail Trade,which classifies retailers according to the North American Industry Classification System (NAICS)codes?

Accepted Answer

The answer of Why might a retailer be interested in...

Question 13

A ________ is a set of related products a retailer offers.

Accepted Answer

A) merchandise mix 
B) merchandise assortment 
C) merchandise breadth 
D) product depth 
E) product line

Question 14

Experts predicting that destination retail will be a future trend believe that consumers will soon visit retailers more for ________ than for the basic process of purchasing products.

Accepted Answer

A) information 
B) credit services 
C) comparison shopping 
D) entertainment 
E) social opportunities

Question 15

Which type of self-service store is a food store with a limited selection of items and few brands per item?

Accepted Answer

A) convenience store 
B) box store 
C) specialty store 
D) variety store 
E) leased department store

Question 16

Describe how nonstore retailing has recently grown.

Accepted Answer

The answer of Describe how nonstore retailing has recently grown....

Question 17

Group dynamics are important to the success of party plan systems.

Accepted Answer

A) True 
 B)False

Question 18

Describe the practice of retail borrowing and explain why it is unethical.

Accepted Answer

The answer of Describe the practice of retail borrowing and...

Question 19

Barnes & Noble has many retail stores as well as a presence on the web.What are the concerns of Barnes & Noble regarding the relationship between the company's store sales and web sales?

Accepted Answer

The answer of Barnes & Noble has many retail stores...

Question 20

Retailers like Sam's Club that promise bottom-dollar prices are often self-service operations.

Accepted Answer

A) True 
 B)False

Exam 12: Delivering the Customer Experience: Bricks and Clicks

A telephone call from a salesperson requesting you to purchase a subscription to an educational magazine designed to help children improve their math skills is an example of which of the following?

Which type of self-service store offers a limited line of inexpensive items,often at a single price point?

In 2001,the United Methodist Church budgeted $4 million for ads to encourage former church members to return to church.This ad campaign is an example of ________.

Which of the following stores is most likely to have a narrow assortment of merchandise?

Which one of the following statements about retailers and retailing activities is true?

A hotel and resort company launched a new employee program that includes intensive training in different service encounter scenarios.This training program is most likely designed to lessen the problems related to the ________ characteristic of services.

Tangibles,reliability,responsiveness,assurance,and empathy are the five dimensions of service quality used in which of the following?

Which of the following is an instrument to measure consumers' perceptions of service quality?

When a gift shop decided to begin selling Blue Ridge pottery,it was modifying its merchandise mix.

A package delivery company sells intangibles to its customers.

When sales are made in a local Walmart,the sales data is sent to Walmart headquarters where the data are used to build a picture of the buying habits of people who shop at individual Walmarts across the nation.The use of ________ makes this possible.

Why might a retailer be interested in using the Census of Retail Trade,which classifies retailers according to the North American Industry Classification System (NAICS)codes?

A ________ is a set of related products a retailer offers.

Experts predicting that destination retail will be a future trend believe that consumers will soon visit retailers more for ________ than for the basic process of purchasing products.

Which type of self-service store is a food store with a limited selection of items and few brands per item?

Describe how nonstore retailing has recently grown.

Group dynamics are important to the success of party plan systems.

Describe the practice of retail borrowing and explain why it is unethical.

Barnes & Noble has many retail stores as well as a presence on the web.What are the concerns of Barnes & Noble regarding the relationship between the company's store sales and web sales?

Retailers like Sam's Club that promise bottom-dollar prices are often self-service operations.