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Quiz

Planeación

Lore Leal 12 Fragen

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Fragen in diesem Quiz (12)

  1. 1Service industries are everywhere. They include government, private nonprofit, business sector, manufacturing sector, and the ________.
    1. AInsurance salespeople
    2. BSeasonal workers
    3. CTemporary workers
    4. DRetail sector
    5. ENone of the above
  2. 2As companies find it harder and harder to differentiate their physical products, they turn to service differentiation. Companies seek to develop a reputation for ________, better and faster answering of inquiries, and quicker resolution of complaints.
    1. Asuperior packaging
    2. Bsuperior “value”
    3. Csuperior on-time delivery
    4. Dsuperior products
    5. Esuperior customer service
  3. 3Manufacturers, distributors, and retailers can provide ________ services or simply excellent customer service to differentiate themselves.
    1. Afinancial
    2. Bvalue-added
    3. Csales
    4. Dmarketing
    5. Edistribution
  4. 4There are five categories of offerings for a service. It can be either a minor or a major component of the company’s offerings. Which of the following is NOT one of these five categories?
    1. APure tangible good
    2. BTangible good with accompanying services
    3. CHybrid
    4. DMajor service with accompanying minor goods and services
    5. EMajor service with accompanying major goods
  5. 5Which of the following would be an example of a “hybrid” service?
    1. AUniversity
    2. BProfessor
    3. CRestaurant
    4. DSoap manufacturer
    5. EAirline
  6. 6Which of the following would be an example of a “pure service”?
    1. AInsurance
    2. BAirlines
    3. CCar dealer
    4. DCopier company
    5. ENone of the above
  7. 7Services vary as to whether they are equipment-based or ________.
    1. AService-based
    2. BPeople-based
    3. CProcess-based
    4. DHistorical-based
    5. ENone of the above
  8. 8Some services require that the client be present to conduct the service. An example of such a service is a ________.
    1. AVending machines
    2. BFast-food
    3. CMedical operation
    4. DCar repair
    5. ETax service
  9. 9Services differ as to whether they meet a personal need or a ________.
    1. AQuality need
    2. BProduction need
    3. CBusiness need
    4. DFunctional need
    5. ECustomer need
  10. 10Services high in ________ qualities are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.
    1. AEquipment
    2. BSearch
    3. CExperience
    4. DPersonal attention
    5. ECredence

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Beschreibung
CH. 13, 14, 16, 20
Sprache
English
Aufrufe
18
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