Description : Which one of the following can be considered a highcontact service ? 1. Postal service 2. Car repair 3. Health care 4. Banking 5. Dry cleaning
Last Answer : Health care
Description : Which of the following is generally viewed as a business or industrial service? A)Hair care services B)Marketing research C)Dry cleaning D)Therapeutic massages E)Chimney cleaning
Last Answer : B)Marketing research
Description : Of the following alternatives which service is the most people-based? A)Dry cleaning B)Carpet cleaning C)Swimming instruction D)Airline flight E)Hotel accommodations
Last Answer : C)Swimming instruction
Description : 10) First National Bank launches an innovative in-home banking system tied to personal computers. The product is not widely accepted because bank customers don't see the need ... B)Organisation structure C)Top management commitment D)Technological advance E)Scanning corporate capabilities
Last Answer : A)Establishment of a customer information system
Description : Automated Teller Machines (ATMs) are an innovation for the banking industry. In terms of the service industry, this is an innovation in the ------- element of the marketing mix. A)pricing B)promotion C)distribution D)product
Last Answer : C)distribution
Description : The appearance of the production facilities and the interpersonal skills of actual service providers are critical in __________ services. A)low-contact B)equipment-based C)industrial D)high-contact E)nonprofessional
Last Answer : D)high-contact
Description : 13) A high-contact service is one in which A)the customer and service provider must meet frequently. B)the customer must be physically present to receive the service. C)the service provider must be present when the service is provided. D)a great deal of physical touching is required.
Last Answer : B)the customer must be physically present to receive the service.
Description : A problem encountered by service companies that change high-contact services into low-contact services is that the A)service becomes more expensive to deliver. B)quality of the service usually declines. C)service becomes less personalised. D)time required to deliver the service increases.
Last Answer : C)service becomes less personalised.
Last Answer : The name of the mobile banking service of Bangladesh Postal Department is cash.
Description : High-contact services include which of the following examples? A)Photo developing B)Cinemas C)Car repairs D)Garden landscaping E)Medical services
Last Answer : E)Medical services
Description : Adam's Pool Service charges £50 for swimming pool cleaning performed prior to May 15 and £75 for jobs performed after that date. This pricing structure provides the benefits to Adam's of: ... leaders. B)smoothing demand fluctuations. C)increasing service tangibility. D)tying prices to service costs.
Last Answer : B)smoothing demand fluctuations.
Description : Kregger Rug Cleaning Service offers potential customers one room of carpet cleaned free. Kregger makes this offer in an effort to satisfy which one of the following quality areas for service? A)value B)experience C)credence D)search
Last Answer : B)experience
Description : 15) Adam's Pool Service charges £50 for swimming pool cleaning performed prior to May 15 and £75 for jobs performed after that date. This pricing structure provides the benefits to Adam's ... leaders. B)smoothing demand fluctuations. C)increasing service tangibility. D)tying prices to service costs.
Description : Based on what he has heard regarding the profitability of such items, Fred Goldstein is considering adding a fresh shellfish case in his grocery store. Fred knows very little about this product or ... )Limited -line B)Specialty -line C)General merchandise D)Rack jobber E)Limited -service merchant
Last Answer : B)Specialty -line C)General merchandise
Description : Services can be meaningfully analysed by using a five-category classification scheme including type of market, degree of labour-intensiveness, degree of customer contact, skill of service provider, ... of the service provider. D)employee structure of the service provider. E)production environments.
Last Answer : B)goal of the service provide
Description : Classification of products into goods, services, and ideas is determined by the: A)degree of labour intensiveness. B)type of markets. C)dominant component. D)skill of the service provider. E)degree of consumer contact.
Last Answer : C)dominant component.
Description : To repair a small electrical motor that has been submerged in saltwater, you should _____________. A. wash it with fresh water and apply an external source of heat B. renew the windings ... electrical parts with a carbon tetrachloride cleaning solvent and then blow dry the motor with compressed air
Last Answer : Answer: A
Description : Which of the following statements about technological forces in international marketing is TRUE? A)Television advertising can be used universally throughout the world. B)Much of the technology used in ... always a viable option. D)Technology is generally not a problem in international marketing.
Last Answer : B)Much of the technology used in industrialised regions of the world may be ill-suited for developing countries.
Description : The necessary interaction between service provider and customer that allows a service to be delivered is called A)customer contact. B)service exchange. C)marketing. D)relationship marketing.
Last Answer : A)customer contact.
Description : In service marketing, the most important link to the customer is A)effective advertising. B)good word-of-mouth communication. C)well-trained contact employees. D)the tangible aspects of the service.
Last Answer : C)well-trained contact employees.
Description : Tracy, a waitress at the Riverfront Grill, is angry that a customer complained that his soup was cold due to slow service. Riverfront owner Max Griffin informs her that she must simply ... health and safety guidelines. B)restaurant guidelines. C)the customer's perceptions. D)temperature guidelines.
Last Answer : C)the customer's perceptions.
Description : A marketer of industrial cleaning equipment is creating a marketing mix to satisfy potential customers. As a business to business marketer which of the following is LEAST likely to be ... -quality products C)Technical advice about the product D)Credit extension E)Extensive television advertising
Last Answer : E)Extensive television advertising
Description : Before contacting acceptable prospects, a salesperson for an industrial cleaning equipment company analyzes information about the prospects' product needs, feelings about brands, and personal characteristics. This ... . B)preparing. C)approaching the customer. D)sales training. E)sales planning.
Last Answer : B)preparing.
Description : Which one of the following products is likely to be aimed at a consumer market for which concentration is a likely targeting strategy: A)Mr Muscle cleaning productst B)Bic pens C)Rolls Royce cars D)St. Michael pantyhose E)Bass beers
Last Answer : C)Rolls Royce cars
Description : Which of the following firms would most likely have a monopoly for its competitive environment? A)Sunset Cablevision B)Montgomery Transport C)Post Office Parcel Services D)Telecom Car Phones E)Dorset Lawn Care
Last Answer : A)Sunset Cablevision
Description : Air-Vac Cleaning systems rents a stand in a shopping centre. Passers by are asked to register for a draw for a free ventilation evaluation. This contest is part of Air -Vac's: A)sales promotion efforts. B)advertising campaign. C)personal selling programme. D)corporate publicity
Last Answer : A)sales promotion efforts
Description : As a new employee, John is most likely to look to which one of the following to learn the ethical culture of his new organisation? A)Coworkers B)Customer contact employees C)Other new employees D)The legal department E)Top management
Last Answer : E)Top management
Description : A Car Towing Service would BEST be described as which kind of product. A)convenience B)unsought C)specialty D)durable E)shopping
Last Answer : B)unsought
Description : All of the following are social responsibility issues related to the environment, or green marketing, EXCEPT; A)water pollution. B)air pollution. C)conservation. D)land pollution. E)safety and health.
Last Answer : E)safety and health.
Description : Linda and George are caught up in the fitness craze and are looking for a health club to join. This purchase is likely to be affected by __________ involvement. A)low B)internal C)enduring D)evoked E)perceived
Last Answer : C)enduring
Description : Cultural differences have implications for the development of a marketing mix. Culture includes A)a country's political system and national laws. B)the concepts, values, and tangible items ... )quotas on imports and stringent health and safety requirements. E)the stability of the government.
Last Answer : B)the concepts, values, and tangible items that make up a particular society.
Description : The __________ is sometimes considered to be the most important part of a marketing plan because it is often given to people outside the firm. A)SWOT analysis B)market analysis C)mission statement D)marketing strategy E)executive summary
Last Answer : E)executive summary
Description : Which of the following statements is considered to be a DISADVANTAGE of using industrial distributors? A)Industrial distributors possess considerable technical and market information. B)The ... brands aggressively. E)Industrial distributors acquire title to the products and take possession.
Last Answer : D)Industrial distributors sell specific brands aggressively.
Description : Large retailers such as Tesco and Marks and Spencer are MOST likely to participate in which of the following channels? A)Producer, industrial distributors, retailers, consumers B)Producer, consumers C) ... , consumers 8) Which of the following statements is considered to be a DISADVANTAGE of using
Last Answer : D)Producer, retailers, consumers
Description : Which one of the following groups of people would be considered client publics for a hospital? A) Patients B) Insurance companies C) Doctors D) Nurses E) Pharmaceutical sales representatives
Last Answer : A) Patients
Description : A university's student body would be considered its __________ public, and parents, alumni, and trustees would be included as its __________ public. A)client; general B)specialised; general C)target; simple D)general; client E)target; market
Last Answer : A)client; general
Description : A group of closely related product items that are considered to be a unit because of marketing, technical, or end-use considerations is a product A)category. B)dimension. C)extension. D)line. E)mix.
Last Answer : D)line.
Description : A light bulb can be considered all of the following EXCEPT A)a consumer product. B)an business-to-business product. C)either a consumer product or an industrial product. D)an industrial product if it ... factory. E)a consumer product if it is used to light the office of the board of directors.
Last Answer : E)a consumer product if it is used to light the office of the board of directors.
Description : A production operative at a cheese factory discovered that the slicing process could be speeded up if the machine had a certain type of arm attached. He consulted the supervisor about purchasing one. The operative would be considered the A)user B)influencer C)buyer D)decider E)gatekeeper
Last Answer : A)user
Description : Which one of the following is considered a situational factor influencing the consumer buying decision process? A)Family B)Culture C)A raise in pay D)Personality E)Social class
Last Answer : C)A raise in pay
Description : A retailer of Real Dry deodorant prices a can at £2.00; it cost the retailer £1.40. What is the, markup as a percentage of the selling price? A)3.0 percent B)30 percent C)70.0 percent D)20.0 percent
Last Answer : B)30 percent
Description : Which one of the following services is NOT labour intensive? A)Education B)Hair care C)Insurance D)Fitness centre E)Legal counsel
Last Answer : D)Fitness centre
Description : Ken Adams tells the loan officer at Allied Irish Bank that Cork really needs a shop that offers high -quality fishing gear to sports enthusiasts and provides the service and advice that so ... such a retail operation. A)product assortment B)location analysis C)product mix depth D)retail positioning
Last Answer : D)retail positioning
Description : All of the following are social responsibility issues related to community relations EXCEPT: A)equality. B)pollution. C)disadvantaged members of society. D)safety and health.
Last Answer : B)pollution.
Description : In the retail trade customer thresholds refer to the number of customers: A)required to make a profit. B)a store can hold comfortably at any one time C)a store can take for health and safety reasons.
Last Answer : A)required to make a profit.
Description : Kellogg's Frosties are targeted at children and All Bran to the health conscious. Therefore, Kellogg's uses a ______ targeting strategy for breakfast cereals. A)concentrated B)multisegment C)total market D)undifferentiated
Last Answer : B)multisegment
Description : Products that have a relatively low market share and low prospects for growth are considered by the Boston Consulting Group to be A)dogs. B)cash cows. C)stars. D)cash contributors.
Last Answer : A)dogs.
Description : Competition-oriented pricing is: A)used when costs and revenues are considered secondary to competitors' prices. B)not useful as a method of increasing or maintaining market share. C)of little use if the competing products are homogenous. D)most often used when competing products are heterogeneous.
Last Answer : A)used when costs and revenues are considered secondary to competitors' prices.
Description : Sometimes resellers are offered a temporary price reduction for purchasing specified quantities of a product. Such offers are used to provide them with an incentive to handle a new product, to achieve a ... sales promotion? A)Push money B)Buy -back allowance C)Buying allowance D)Money -off offer
Last Answer : C)Buying allowance
Description : Which of the following statements is considered a disadvantage of the straight commission compensation method? A)It necessitates closer supervision of a salesperson's activities. B)It may be difficult to administer. C)Selling costs are less predictable. D)It provides no incentives.
Last Answer : C)Selling costs are less predictable.