Quiz
Planeación
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Questions in this quiz (12)
1Service industries are everywhere. They include government, private nonprofit, business sector, manufacturing sector, and the ________.
- AInsurance salespeople
- BSeasonal workers
- CTemporary workers
- DRetail sector
- ENone of the above
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.
- Asuperior packaging
- Bsuperior “value”
- Csuperior on-time delivery
- Dsuperior products
- Esuperior customer service
3Manufacturers, distributors, and retailers can provide ________ services or simply excellent customer service to differentiate themselves.
- Afinancial
- Bvalue-added
- Csales
- Dmarketing
- Edistribution
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?
- APure tangible good
- BTangible good with accompanying services
- CHybrid
- DMajor service with accompanying minor goods and services
- EMajor service with accompanying major goods
5Which of the following would be an example of a “hybrid” service?
- AUniversity
- BProfessor
- CRestaurant
- DSoap manufacturer
- EAirline
6Which of the following would be an example of a “pure service”?
- AInsurance
- BAirlines
- CCar dealer
- DCopier company
- ENone of the above
7Services vary as to whether they are equipment-based or ________.
- AService-based
- BPeople-based
- CProcess-based
- DHistorical-based
- ENone of the above
8Some services require that the client be present to conduct the service. An example of such a service is a ________.
- AVending machines
- BFast-food
- CMedical operation
- DCar repair
- ETax service
9Services differ as to whether they meet a personal need or a ________.
- AQuality need
- BProduction need
- CBusiness need
- DFunctional need
- ECustomer need
10Services high in ________ qualities are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.
- AEquipment
- BSearch
- CExperience
- DPersonal attention
- ECredence
11Services have four distinctive characteristics that greatly affect the design of marketing programs. Which of the following is NOT one of these characteristics?
- AIntangibility
- BCommunicability
- CVariability
- DPerishability
- ENone of the above
12Services cannot be seen, tasted, felt, or heard before they are bought. To reduce uncertainty, buyers will look for evidence of quality. They will draw inference about quality from place, people, and price they see. Therefore, the service provider’s task is to “________.”
- ACommunicate value
- BManage the evidence
- CFull speed ahead
- DHigh touch-high price
- ENone of the above
Information
- Description
- CH. 13, 14, 16, 20
- Author
- Lore Leal
- Language
- English
- Views
- 18
- Rating
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