Question 1

Facility exteriors and interiors are part of ________.

Accepted Answer

A) the servicescape 
B) disintermediation 
C) the core service 
D) the intangibles in a service exchange 
E) place marketing

Question 2

Which type of store combines the characteristics of a warehouse store and a supermarket?

Accepted Answer

A) freestanding store 
B) department store 
C) box store 
D) hypermarket 
E) factory outlet store

Question 3

________ carry a narrow assortment of product lines with deep assortments within those lines.

Accepted Answer

A) Supermarkets 
B) Specialty stores 
C) Convenience stores 
D) Discount stores 
E) Off-price stores

Question 4

Which of the following is NOT a function of a point-of-sale (POS)system?

Accepted Answer

A) collecting sales data 
B) connecting directly into a store's inventory-control system 
C) evaluating bids from potential suppliers 
D) collecting data on returns and transfers to other stores 
E) automatically sending orders to suppliers

Question 5

Home security services and accounting services are classified as ________.

Accepted Answer

A) tangible services performed on the customer 
B) intangible services performed indirectly on the customer 
C) tangible goods delivered to the customer 
D) tangible services performed on the customer's possessions 
E) intangible services performed on the customer's possessions

Question 6

Idea marketing could be about all of the following EXCEPT which one?

Accepted Answer

A) gaining a market share for a concept 
B) communicating a philosophy 
C) encouraging a change in people's beliefs 
D) encouraging a change in people's actions 
E) promoting a specific product for profit

Question 7

________ e-commerce is the online exchange between companies and individual consumers.

Accepted Answer

A) B2B 
B) B2C 
C) P2P 
D) C2C 
E) C2B

Question 8

Which of the following best explains why new retailers often squeeze out older retailers?

Accepted Answer

A) retail borrowing 
B) the wheel-of-retailing hypothesis 
C) shrinkage 
D) pop-up retailing 
E) pyramid schemes

Question 9

The Paper Moon sells gift wrapping paper,stationery,and greeting cards.It does not sell any other products.The number of different kinds of wrapping paper,stationery,and cards make up its ________.

Accepted Answer

A) point-of-sale range 
B) merchandise diversity 
C) atmospherics 
D) merchandise assortment 
E) retail format

Question 10

Explain the limitations for marketers offering e-commerce shopping.

Accepted Answer

The answer of Explain the limitations for marketers offering e-commerce...

Question 11

Another name for multilevel marketing is ________.

Accepted Answer

A) the party plan system 
B) network marketing 
C) the pyramid system 
D) e-commerce 
E) experiential marketing

Question 12

Which of the following is true about convenience stores?

Accepted Answer

A) They carry mostly shopping goods. 
B) They charge lower-than-normal prices for shopping goods. 
C) They are reluctant to change their store designs and offerings to adjust to changes in the market. 
D) They create time utility for their customers. 
E) They create form,time,and place utility for their customers.

Question 13

Developing a new product to meet the minimum qualifications of an unmet need is integral to the ________ approach to marketing.

Accepted Answer

A) social 
B) pure selling 
C) product fulfillment 
D) market fulfillment 
E) product improvement

Question 14

By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences,Marriott is empowering its employees to quickly recover from critical incidents.

Accepted Answer

A) True 
 B)False

Question 15

Vending machines are currently best-suited to the sales of impulse items and expensive merchandise.

Accepted Answer

A) True 
 B)False

Question 16

Shoplifting,sweethearting,and retail borrowing are all problems that contribute to ________.

Accepted Answer

A) off-price retailing 
B) shrinkage 
C) pyramid schemes 
D) understored trade areas 
E) pop-up retailing

Question 17

Department stores carry a narrow range of products with deep assortments within those lines.

Accepted Answer

A) True 
 B)False

Question 18

The pure selling approach in marketing is exclusively associated with tangible items.

Accepted Answer

A) True 
 B)False

Question 19

Christopher Messenger rents storage space to college students who go home for the summer but do not want to haul all of their property home and back.The business is profitable during the summer months,but when the storage space is unoccupied in the off-season,Christopher is losing money.What characteristic of service is most likely the source of Christopher's problem?

Accepted Answer

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

Question 20

Insurance,a television program,and a college education are all examples of ________.

Accepted Answer

A) tangible services 
B) intangible services 
C) tangible possessions 
D) tangible goods 
E) intangible goods

Exam 12: Delivering the Customer Experience: Bricks and Clicks

Facility exteriors and interiors are part of ________.

Which type of store combines the characteristics of a warehouse store and a supermarket?

________ carry a narrow assortment of product lines with deep assortments within those lines.

Which of the following is NOT a function of a point-of-sale (POS) system?

Home security services and accounting services are classified as ________.

Idea marketing could be about all of the following EXCEPT which one?

________ e-commerce is the online exchange between companies and individual consumers.

Which of the following best explains why new retailers often squeeze out older retailers?

The Paper Moon sells gift wrapping paper,stationery,and greeting cards.It does not sell any other products.The number of different kinds of wrapping paper,stationery,and cards make up its ________.

Explain the limitations for marketers offering e-commerce shopping.

Another name for multilevel marketing is ________.

Which of the following is true about convenience stores?

Developing a new product to meet the minimum qualifications of an unmet need is integral to the ________ approach to marketing.

By allowing employees to spend up to $2,500 to compensate guests for certain inconveniences,Marriott is empowering its employees to quickly recover from critical incidents.

Vending machines are currently best-suited to the sales of impulse items and expensive merchandise.

Shoplifting,sweethearting,and retail borrowing are all problems that contribute to ________.

Department stores carry a narrow range of products with deep assortments within those lines.

The pure selling approach in marketing is exclusively associated with tangible items.

Insurance,a television program,and a college education are all examples of ________.