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 focus on service quality as defined by: A)health and safety guidelines. B)restaurant guidelines. C)the customer's perceptions. D)temperature guidelines.

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 focus on service quality as defined by:
A)health and safety guidelines.
B)restaurant guidelines.
C)the customer's perceptions.
D)temperature guidelines.
by

1 Answer

Answer :

C)the customer's perceptions.
by

Related questions

The owner of the Beauty Spot beauty salon has difficulty in standardising and controlling the quality of service the customers in her salon receive. This problem illustrates which one of the following unique features of services? A)Intangibility B)Inseparability C)Perishability D)Heterogeneity

Description : The owner of the Beauty Spot beauty salon has difficulty in standardising and controlling the quality of service the customers in her salon receive. This problem illustrates which one of the following unique features of services? A)Intangibility B)Inseparability C)Perishability D)Heterogeneity

Last Answer : D)Heterogeneity

A mission statement can benefit a company in all of the following ways EXCEPT A)giving it clear purpose and direction. B)describing its unique focus. C)keeping it focused on customer needs rather than its own abilities. D)providing specific direction and guidelines to top managers. E)providing a detailed plan for implementation.

Description : A mission statement can benefit a company in all of the following ways EXCEPT A)giving it clear purpose and direction. B)describing its unique focus. C)keeping it focused on customer ... D)providing specific direction and guidelines to top managers. E)providing a detailed plan for implementation.

Last Answer : E)providing a detailed plan for implementation.

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.

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.

Offering pet owners who recommend Prize Pet Grooming to a friend, £2 off their next grooming bill is designed primarily to; A)increase perceptions of service quality. B)meet service expectations. C)encourage word -of-mouth communication. D)standardise the service offering. E)increase advertising effectiveness.

Description : Offering pet owners who recommend Prize Pet Grooming to a friend, £2 off their next grooming bill is designed primarily to; A)increase perceptions of service quality. B)meet service ... word -of-mouth communication. D)standardise the service offering. E)increase advertising effectiveness.

Last Answer : C)encourage word -of-mouth communication.

Which one of the following is an example of a customer in an organisational market? A)a homemaker who buys detergent B)a consumer who hires a solicitor C)a shop owner who buys pencils for use in his shop D)a plant manager who buys petrol for her personal car

Description : Which one of the following is an example of a customer in an organisational market? A)a homemaker who buys detergent B)a consumer who hires a solicitor C)a shop owner who buys pencils for use in his shop D)a plant manager who buys petrol for her personal car

Last Answer : D)a plant manager who buys petrol for her personal car

Location is extremely important to a retailer because: A)suppliers charge more to service stores in certain trading areas. B)a desirable location appeals to consumers' emotions and encourages them to buy. C)location is the major determinant of store image. D)location determines the trading area from which the store must draw its customers. E)convenient location is an essential customer service.

Description : Location is extremely important to a retailer because: A)suppliers charge more to service stores in certain trading areas. B)a desirable location appeals to consumers' emotions and encourages them ... which the store must draw its customers. E)convenient location is an essential customer service.

Last Answer : D)location determines the trading area from which the store must draw its customers.

To gain market share Lada entered car markets with a comparatively low price. One of the negative side effects of taking this pricing position is A)a negative impact on consumers' perceptions of quality. B)competitors can match the price. C)a high return on investment levels affecting tax balances owed. D)poor survival chances in the market.

Description : To gain market share Lada entered car markets with a comparatively low price. One of the negative side effects of taking this pricing position is A)a negative impact on consumers' perceptions of ... high return on investment levels affecting tax balances owed. D)poor survival chances in the market.

Last Answer : A)a negative impact on consumers' perceptions of quality.

The cost of quality quality is a. An expression of expression of an organizatio organization’s performance in performance in quality in quality in financial terms financial terms b. The difference between customers’ expectations of a product or service and their perceptions of their experience of it. c. A proactive approach proactive approach towards quality towards quality management by management by seeking to seeking to prevent defects prevent defects ever being produced. d. The inspection and inspection and testing of testing of the outputs from outputs from a transformation process.

Description : The cost of quality quality is a. An expression of expression of an organizatio organization's performance in performance in quality in quality in financial terms financial terms b. The ... inspection and inspection and testing of testing of the outputs from outputs from a transformation process.

Last Answer : b. The difference between customers’ expectations of a product or service and their perceptions of their experience of it.

Which one of the following would be consistent with Johnson Chemicals' understanding of the "bad apple" concept of improving the ethical conduct of salespeople? A)Publishing ethical guidelines for salespeople B)Firing unethical salespeople C)Retraining unethical salespeople D)Using customers to review ethical guidelines

Description : Which one of the following would be consistent with Johnson Chemicals' understanding of the "bad apple" concept of improving the ethical conduct of salespeople? A)Publishing ethical ... B)Firing unethical salespeople C)Retraining unethical salespeople D)Using customers to review ethical guidelines

Last Answer : B)Firing unethical salespeople

A waiter in a fine restaurant has the authority to give a complimentary dessert to a dissatisfied customer when the customer complains about the meal or service. This is an example of A)benchmarking. B)good training. C)empowerment. D)localised authority.

Description : A waiter in a fine restaurant has the authority to give a complimentary dessert to a dissatisfied customer when the customer complains about the meal or service. This is an example of A)benchmarking. B)good training. C)empowerment. D)localised authority.

Last Answer : C)empowerment.

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 for such a service. This situation represents a failure in which A)Establishment of a customer information system B)Organisation structure C)Top management commitment D)Technological advance E)Scanning corporate capabilities

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

Mama Pasta's marketing manager believes that the firm's recent 40% increase in consumer sales is due to changes in costumer perceptions regarding the nutritional value of pasta. Which stage of the marketing research process has been completed? A)data interpretation B)data analysis C)hypothesis development D)problem expansion

Description : Mama Pasta's marketing manager believes that the firm's recent 40% increase in consumer sales is due to changes in costumer perceptions regarding the nutritional value of pasta. Which ... been completed? A)data interpretation B)data analysis C)hypothesis development D)problem expansion

Last Answer : C)hypothesis development

Bart's Appliance Centre owner Ron Bart has access to a great deal of information generated both inside and outside the firm but much of this information is presently going to waste. Apparently Bart needs to develop a: A)marketing research focus B)marketing knowledge bank C)marketing information system D)data-gathering system

Description : Bart's Appliance Centre owner Ron Bart has access to a great deal of information generated both inside and outside the firm but much of this information is presently going to waste ... A)marketing research focus B)marketing knowledge bank C)marketing information system D)data-gathering system

Last Answer : C)marketing information system

If Proctor and Gamble, the makers of Ariel, need to know what percentage of customers examine product labels before making a product selection in the supermarket, this could best be accomplished through: A)focus groups B)mail surveys C)personal interviews D)observation E)mail-intercepts

Description : If Proctor and Gamble, the makers of Ariel, need to know what percentage of customers examine product labels before making a product selection in the supermarket, this could best be accomplished through: A)focus groups B)mail surveys C)personal interviews D)observation E)mail-intercepts

Last Answer : D)observation

Does this pizza shop owner actually have the right to kick out his customers simply because they're atheists?

Description : Does this pizza shop owner actually have the right to kick out his customers simply because they're atheists?

Last Answer : Just seems odd to me that someone who professes to model their life after Christ would discriminate in such a manner.

Which one of the following statements by a company chairman best reflects the marketing concept? A)We have organised our business to make certain that we satisfy customer needs. B)We believe that the marketing department must organise to sell what we produce. C)We try to produce only high quality, technically efficient products. D)We try to encourage company growth.

Description : Which one of the following statements by a company chairman best reflects the marketing concept? A)We have organised our business to make certain that we satisfy customer needs. B)We believe ... to produce only high quality, technically efficient products. D)We try to encourage company growth.

Last Answer : A)We have organised our business to make certain that we satisfy customer needs.

Should a waitress tell customers she is vegan?

Description : Should a waitress tell customers she is vegan?

Last Answer : I would have to know more about the context. If a customer asked if the steak was good and she said, I don't know because I'm vegan , I would think that was appropriate to say. ... that it would upset me particularly in either case, but the second and third examples seem a little unnecessary.

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

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

The University Book Shop selects 200 of its more than 8,000 customers to participate in a study on service quality in the shop. The Book Shop has established a ________ for use in its research: A)population B)field setting C)dependent grouping D)sample E)experiment

Description : The University Book Shop selects 200 of its more than 8,000 customers to participate in a study on service quality in the shop. The Book Shop has established a ________ for use in its research: A)population B)field setting C)dependent grouping D)sample E)experiment

Last Answer : D)sample

The XKL company wants to adopt the marketing concept. To be consistent with this move, it should adopt which of the following philosophies? A)The customer is always right B)Making money is our business C)Sell, sell, sell D)Keep prices low E)Focus on today

Description : The XKL company wants to adopt the marketing concept. To be consistent with this move, it should adopt which of the following philosophies? A)The customer is always right B)Making money is our business C)Sell, sell, sell D)Keep prices low E)Focus on today

Last Answer : A)The customer is always right

The wheel of retailing hypothesis suggests that: A)retailers tend to provide more limited services to customers as the business ages. B)new retailers enter the market with low prices, low profit margins and low status but eventually trade up. C)as retail firms' profits increase, the service they provide to customers increases but the cost of doing business decreases. D)a retail firm must grow to compete with other retail firms on an equal basis.

Description : The wheel of retailing hypothesis suggests that: A)retailers tend to provide more limited services to customers as the business ages. B)new retailers enter the market with low prices, low profit margins ... decreases. D)a retail firm must grow to compete with other retail firms on an equal basis.

Last Answer : B)new retailers enter the market with low prices, low profit margins and low status but eventually trade up.

When asked about the quality of Electrico's distribution system, Mark Johnson proclaims that 95 percent of all orders are filled within two working days. This statement represents the firm's A)mission statement. B)response factor. C)shipping objective. D)customer commitment. E)service standard.

Description : When asked about the quality of Electrico's distribution system, Mark Johnson proclaims that 95 percent of all orders are filled within two working days. This statement represents the firm's A)mission statement. B)response factor. C)shipping objective. D)customer commitment. E)service standard.

Last Answer : E)service standard.

45. Aling Juana, 67, diabetic, complained of elevated blood glucose since she strained her back a week ago despite following her diet and drug prescription. Your best explanation would be

Description : 45. Aling Juana, 67, diabetic, complained of elevated blood glucose since she strained her back a week ago despite following her diet and drug prescription. Your best explanation would be

Last Answer : A. Physiologic and psychologic stress can elevate blood glucose level

If a restaurant requires its customers to pay for their meals before eating the customer must .?

Description : If a restaurant requires its customers to pay for their meals before eating the customer must .?

Last Answer : prepay, for study island

Chrysler's Chief Executive Officer is the company's spokesperson. His message has focused on concern for customers and product quality. Which aspect of implementing the marketing concept does this represent? A)Focusing on general conditions B)Stressing the short run C)Endorsement of the marketing concept by top management D)Development of an information system E)Restructuring of the organisation

Description : Chrysler's Chief Executive Officer is the company's spokesperson. His message has focused on concern for customers and product quality. Which aspect of implementing the marketing concept does ... concept by top management D)Development of an information system E)Restructuring of the organisation

Last Answer : C)Endorsement of the marketing concept by top management

Why banks having less focus on customer although they use direct marketing ? 1. Due to lack of appreciation of need for marketing in banking 2. Banks do not need customers much 3. Direct marketing never gives importance to customers 4. Banks need money than customers 5. None of these

Description : Why banks having less focus on customer although they use direct marketing ? 1. Due to lack of appreciation of need for marketing in banking 2. Banks do not need customers much 3. Direct marketing never gives importance to customers 4. Banks need money than customers 5. None of these

Last Answer : Due to lack of appreciation of need for marketing in banking

A depth interview is MOST likely to be used to: A)alter a buyer's attitudes toward a product. B)influence a buyer's perceptions of a product. C)discover a buyer's motives. D)increase a buyer's knowledge of a product. E)identify a buyer's personality.

Description : A depth interview is MOST likely to be used to: A)alter a buyer's attitudes toward a product. B)influence a buyer's perceptions of a product. C)discover a buyer's motives. D)increase a buyer's knowledge of a product. E)identify a buyer's personality.

Last Answer : C)discover a buyer's motives.

All elements of the marketing mix are influenced by physical distribution functions. For this reason, it is important for marketers to remember that A)physical distribution decisions must be made prior to any other marketing strategy consideration. B)physical distribution costs often rise as customer service requirements decrease. C)over 75 percent of all marketing costs are associated with physical distribution expenditures. D)no single distribution system is ideal for all situations and target markets.

Description : All elements of the marketing mix are influenced by physical distribution functions. For this reason, it is important for marketers to remember that A)physical distribution decisions must be made ... expenditures. D)no single distribution system is ideal for all situations and target markets.

Last Answer : D)no single distribution system is ideal for all situations and target markets.

Select the FALSE statement about an inventory system. A)The objective of minimum total inventory cost must be balanced against a customer service level necessary to maximise profits. B)EOQ is the size of inventory that minimises only the cost of carrying inventory. C)There is a tradeoff between inventory carrying costs and the probability of stockouts. D)Inventory carrying costs usually increase as the level of customer service increases.

Description : Select the FALSE statement about an inventory system. A)The objective of minimum total inventory cost must be balanced against a customer service level necessary to maximise profits. B)EOQ is ... of stockouts. D)Inventory carrying costs usually increase as the level of customer service increases.

Last Answer : B)EOQ is the size of inventory that minimises only the cost of carrying inventory.

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.

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.

A firm that wants to put more senior management personnel into the field to get closer to customers and to enable the company to respond more quickly and efficiently to competitors would probably organise its marketing unit on the basis of A)functions. B)regions. C)customer types. D)markets. E)products.

Description : A firm that wants to put more senior management personnel into the field to get closer to customers and to enable the company to respond more quickly and efficiently to competitors would probably organise its ... on the basis of A)functions. B)regions. C)customer types. D)markets. E)products.

Last Answer : B)regions.

When a business has a relatively small number of customers, a useful method of forecasting is: A)time series analysis B)the delphi technique C)trend analysis D)a customer forecasting survey

Description : When a business has a relatively small number of customers, a useful method of forecasting is: A)time series analysis B)the delphi technique C)trend analysis D)a customer forecasting survey

Last Answer : D)a customer forecasting survey

A major problem with complex pricing structures is that they A)fail to generate the level of revenues needed by an organisation. B)confuse customers and lead to customer dissatisfaction. C)sometimes lead to regulation by governmental agencies. D)are almost always viewed as being deceptive by customers.

Description : A major problem with complex pricing structures is that they A)fail to generate the level of revenues needed by an organisation. B)confuse customers and lead to customer dissatisfaction. C) ... to regulation by governmental agencies. D)are almost always viewed as being deceptive by customers.

Last Answer : B)confuse customers and lead to customer dissatisfaction.

The step or stage of the personal selling process in which the salesperson attempts to make a favorable impression, gather information about the customer's needs and objectives, and build rapport with the prospective customer is called A)prospecting. B)preapproach. C)approach. D)making the presentation. E)overcoming objections.

Description : The step or stage of the personal selling process in which the salesperson attempts to make a favorable impression, gather information about the customer's needs and objectives, and build rapport ... called A)prospecting. B)preapproach. C)approach. D)making the presentation. E)overcoming objections.

Last Answer : C)approach.

Don Evers tells his media buyer that due to the complexity of the firm's laser cutters he wants to focus exclusively on which one of the following media types? A)Radio B)Television C)Outdoor D)Broadcast E)Print

Description : DDon Evers tells his media buyer that due to the complexity of the firm's laser cutters he wants to focus exclusively on which one of the following media types? A)Radio B)Television C)Outdoor D)Broadcast E)Print

Last Answer : E)Print

Why is a high material standard of living simply not enough in society today? A)people desire a variety of intangible benefits from products B)human beings never totally satisfy their desires C)material goods are not for the purpose of happiness D)people also desire a high degree of quality in their lives

Description : Why is a high material standard of living simply not enough in society today? A)people desire a variety of intangible benefits from products B)human beings never totally satisfy their desires C) ... for the purpose of happiness D)people also desire a high degree of quality in their lives

Last Answer : D)people also desire a high degree of quality in their lives

By using a wholesaler, Inversoft Ltd. has a distinct advantage because the specialised services performed by the wholesaler allow the firm to: A)focus on developing and manufacturing products that match consumers' needs and wants. B)focus on increasing production capacity and efficiency C)reduce manufacturing costs to retailers and provide quality merchandise to consumers.

Description : By using a wholesaler, Inversoft Ltd. has a distinct advantage because the specialised services performed by the wholesaler allow the firm to: A)focus on developing and manufacturing ... capacity and efficiency C)reduce manufacturing costs to retailers and provide quality merchandise to consumers.

Last Answer : A)focus on developing and manufacturing products that match consumers' needs and wants.

During her first call on Becker Industries, Rhonda is told by the senior purchasing agent that this firm, like most industrial buyers, has two major complaints with its suppliers. If Rhonda's firm is to get and keep Becker's business, it must pay particular attention to product quality and: A)low prices. B)stable prices. C)packaging problems. D)sales support. E)on -time delivery.

Description : During her first call on Becker Industries, Rhonda is told by the senior purchasing agent that this firm, like most industrial buyers, has two major complaints with its suppliers. If Rhonda's firm is to ... A)low prices. B)stable prices. C)packaging problems. D)sales support. E)on-time delivery.

Last Answer : E)on-time delivery.

Due to the dramatic increases Mat Sanderson has seen in the cost of having his industrial salespeople visit customers, he looks into using --------- as a cost reduction technique. A)publicity B)advertising C)point -of-purchase displays D)packaging E)telemarketing

Description : Due to the dramatic increases Mat Sanderson has seen in the cost of having his industrial salespeople visit customers, he looks into using --------- as a cost reduction technique. A)publicity B)advertising C)point-of-purchase displays D)packaging E)telemarketing

Last Answer : E)telemarketing

Marketing planning is a continuous process because A)marketing activities must parallel those of competitors. B)the time frame of plans must co -ordinate with the time frame of marketing controls. C)to have effective control, new control processes must be introduced. D)plans must be changed as forces in the marketing environment change. E)marketing managers tend to develop marketing myopia and focus on short -term plans.

Description : Marketing planning is a continuous process because A)marketing activities must parallel those of competitors. B)the time frame of plans must co -ordinate with the time frame of marketing controls. C ... change. E)marketing managers tend to develop marketing myopia and focus on short -term plans.

Last Answer : E)marketing managers tend to develop marketing myopia and focus on short -term plans.

How much money can a server (waitress) make at Bonefish Grill a week?

Description : How much money can a server (waitress) make at Bonefish Grill a week?

Last Answer : It largely depends on which location you roommate is working at and the amount of time she has been with the company. The average pay for waitress on a national basis is between $8,088 and $37,083 when you factor in hourly wages, tips, bonuses and overtime according to payscale.com.

Marsha Hemlock, a trained engineer, is a salesperson for a chemical manufacturer. She provides current customers with advice about a product's characteristics and applications. She is a A)missionary salesperson. B)trade salesperson. C)field order taker. D)inside order taker. E)technical salesperson.

Description : Marsha Hemlock, a trained engineer, is a salesperson for a chemical manufacturer. She provides current customers with advice about a product's characteristics and applications. She is a A)missionary salesperson. B)trade salesperson. C)field order taker. D)inside order taker. E)technical salesperson.

Last Answer : E)technical salesperson.

After returning from a consultation with her accountant, Janice determined that the service she received was poor because the accountant was rude and abrupt. The aspects of the product that Janice assessed are called ------- qualities. A)search B)experience C)credence D)tangible

Description : After returning from a consultation with her accountant, Janice determined that the service she received was poor because the accountant was rude and abrupt. The aspects of the product that Janice assessed are called ------- qualities. A)search B)experience C)credence D)tangible

Last Answer : B)experience

__________ refers to the co -ordination of internal exchanges between the organisation and its employees to better achieve successful external exchanges between the organisation and its customers. A)Internal management B)Internal leadership C)Empowerment D)Internal marketing E)Total quality management

Description : __________ refers to the co -ordination of internal exchanges between the organisation and its employees to better achieve successful external exchanges between the organisation and its ... Internal management B)Internal leadership C)Empowerment D)Internal marketing E)Total quality management

Last Answer : D)Internal marketing

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 included in the company's marketing mix? A)Machine servicing B)A higher price for higher -quality products C)Technical advice about the product D)Credit extension E)Extensive television advertising

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

The marketing concept is a philosophy that states that an organisation should try to satisfy customers' needs and at the same time: A)increase market share. B)increase sales. C)achieve the organisation's goals. D)always produce high E)quality products.

Description : The marketing concept is a philosophy that states that an organisation should try to satisfy customers' needs and at the same time: A)increase market share. B)increase sales. C)achieve the organisation's goals. D)always produce high E)quality products.

Last Answer : C)achieve the organisation's goals.

The buyer at Exeter Furniture Store is informed that if she will increase her recent order of fifteen mattress sets to twenty, she will receive a 14 percent price reduction. This offer is due to a recent overstock condition at the factory and will not be available in the future. The discount offered here is A)cash. B)noncumulative. C)seasonal. D)trade. E)cumulative.

Description : The buyer at Exeter Furniture Store is informed that if she will increase her recent order of fifteen mattress sets to twenty, she will receive a 14 percent price reduction. This offer is due to a ... future. The discount offered here is A)cash. B)noncumulative. C)seasonal. D)trade. E)cumulative.

Last Answer : B)noncumulative.

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.

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.

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.

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.