Question-1
Cocktail lounges in restaurants are examples of:
A. differential pricing.
B. cultivating nonpeak demand.
C. complementary services.
D. reservation systems.
Question-2
A consumer products firm manufactures and sells over 200 different sizes and varieties of jams and jellies. We can say that this manufacturer's product mix has high:
A. consistency.
B. depth.
C. intensity.
D. range.
Question-3
Services high in __________ are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.
A. trial qualities
B. search qualities
C. experience qualities
D. credence qualities
Question-4
__________ is a measure of the probability that a product will not malfunction or fail within a specified time period.
A. Reparability
B. Durability
C. Reliability
D. Specialty
Question-5
Customers today want separate prices for each service element and they also want the right to select the elements they want. The customers are said to be pressing for:
A. complementary services.
B. perishable services.
C. variable services.
D. unbundled services.
Question-6
A(n. __________ is defined as a distinct unit within a brand or product line distinguishable by size, price, appearance, or some other attribute.
A. stockkeeping unit
B. inventory turn
C. individual brand
D. product type
Question-7
Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This is known as the __________ aspect of services.
A. inseparability
B. intangibility
C. variability
D. perishability
Question-8
Which of the following is an example of a hybrid service?
A. Teaching
B. Car
C. Restaurant meal
D. Soap
Question-9
A computer falls into the __________ category of service mix.
A. pure tangible good
B. tangible good with accompanying services
C. hybrid
D. major service with accompanying minor goods
Question-10
__________ refer(s. to logos, symbols, characters, and slogans that service providers use in order
to make the service and its key benefits more tangible.
A. Brand engagement
B. Brand orientation
C. Brand elements
D. Brand loyalty
Question-11
Expensive equipment manufacturers not only install the equipment but also train the staff and undertake the maintenance and repair activities of the equipment. By doing so, they are providing:
A. payment equity.
B. value-augmenting services.
C. differential pricing.
D. facilitating services.
Question-12
Josh gets his bike serviced at Dean's Garage even though there's another garage much closer to home. He prefers Dean's because the work is usually done quickly and the staff tries to solve the issues with the bike as soon as possible. Dean's Garage excels at which of the following five determinants of service quality?
A. Reliability
B. Responsiveness
C. Assurance
D. Empathy
Question-13
When customers calculate the perceived economic benefits of a continuously provided service in relationship to the economic costs, they are gauging the:
A. private equity.
B. brand equity.
C. payment equity.
D. customer-service equity.
Question-14
The __________ rates the various elements of the service bundle and identifies required actions.
A. company performance analysis
B. voice of customer measurement
C. customer factor measurement
D. importance-performance analysis
Question-15
A group of products within a product class that are closely related because they perform a similar function, are sold to the same customer groups, are marketed through the same outlets or channels, or fall within given price ranges is known as a:
A. product type.
B. product class.
C. need family.
D. product line.
Question-16
Industrial goods can be classified as __________, capital items, or suppliers and business services based on their relative cost and how they enter the production process.
A. service components
B. sub-assemblies
C. accessories
D. materials and parts
Question-17
What types of goods are purchased frequently, immediately, and with minimum effort by the consumers?
A. Specialty goods
B. Shopping goods
C. Convenience goods
D. Durable goods
Question-18
Marketers have traditionally classified products on the basis of three characteristics: __________, tangibility, and use.
A. availability
B. affordability
C. aesthetics
D. durability
Question-19
Which of the following is a benefit of product mapping?
A. Studying market matrices
B. Integrating target markets
C. Identifying market segments
D. Educating consumers
Question-20
Capital items are long-lasting goods that facilitate developing or managing the finished product. They include two groups: installations and:
A. natural products.
B. component materials.
C. operating supplies.
D. equipment.
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