Quiz 2.doc

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Department
Management (MGM)
Course
MGMA01H3
Professor
Janelle Leboutillier
Semester
Summer

Description
Question 1 1 out of 1 points Sarah has a backache due to overexertion. She believes a massage would loosen her back muscles and make her feel better. She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it. Which characteristic of services is she concerned about? Selected Answer: intangibility Correct Answer: intangibility Question 2 1 out of 1 points Differences between consumers' expectations about a service and their experience with the service are identified through: Selected Answer: gap analysis. Correct Answer: gap analysis. Question 0 out of 1 points 3 The décor of the Hard Rock Café is designed to show that this café will provide a memorable experience when patrons walk into the restaurant even before they sample any of the café's amenities. Its décor is one way the management of the café chain deals with: Selected Answer: the incongruity of services. Correct Answer: the intangibility of services. Question 4 0 out of 1 points Changes in the services industry in the future will primarily be driven by two factors. They are deregulation and: Selected Answer: the elimination of ethnocentricity. Correct Answer: technological development. Question 0 out of 1 points 5 Burger King is attempting to measure the difference between their customers' expectations and experiences by using a 24-hour hot line to receive 4,000 customer calls a day. What is this type of activity called? Selected Answer: feedback analysis Correct Answer: gap analysis Question 6 1 out of 1 points Students from Berry College attended a performance at nearby Shorter College and were extremely impressed with the dance troupe that was the opening act. As soon as the students returned to Berry, they made arrangements for the entertainers to appear on their campus. On the day of the concert, the venue was packed with students, but the quality of the performance was much lower than they had seen at the Shorter campus. The Berry students' disappointment was the direct result of which characteristic of services? Selected Answer: inconsistency Correct Answer: inconsistency Question 1 out of 1 points 7 The two basic components of a customer's evaluation of services are: Selected Answer: expectations and actual experience. Correct Answer: expectations and actual experience. Question 8 1 out of 1 points Which of the organizations listed below has the lowest inventory carrying cost? Selected Answer: insurance company Correct Answer: insurance company Question 9 0 out of 1 points Sarah has a backache due to overexertion. She believes a massage would loosen her back muscles and make her feel better. She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it. When she makes her appointment, she examines the training certificates on the wall, and she carefully reads a brochure that contains testimonials of satisfied customers. The use of certificates of training and customer testimonials is one way the service provider is trying to deal with the service characteristic of: Selected Answer: inconsistency. Correct Answer: intangibility. Question 1 out of 1 points 10 Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats, neuters them vaccinates them, and releases them back into the wild. Veterinarians are particularly impressed with how dependably the organization is able to perform its promised service. With which service quality dimension are veterinarians most impressed? Selected Answer: reliability Correct Answer: reliability Question 1 out of 1 points 11 Considering the concept of a service continuum, how would one characterize a tailored suit? Selected Answer: a goods-service mix Correct Answer: a goods-service mix Question 12 1 out of 1 points According to the service continuum, which of the following organizations has the highest level of intangibility? Selected Answer: tutoring service Correct Answer: tutoring service Question 13 0 out of 1 points Sarah has a backache due to overexertion. She believes a massage would loosen her back muscles and make her feel better. She is concerned because a massage, unlike a pair of shoes, cannot be felt before she buys it. Sarah wishes that the massage had _____ properties. Selected Answer: form Correct Answer: search Question 14 0 out of 1 points When developing marketing strategies, marketing managers use the elements of the marketing mix, which includes product, price, place, and promotion. The marketer can effectively control these elements to develop marketing strategies and to change those strategies in response to environmental changes. In a similar fashion, when developing retailing strategies, marketers use what is called the retailing mix, which includes: Selected products, price, and personal selling. Answer: Correct goods and services, physical distribution, and Answer: communications. Question 15 1 out of 1 points Which of the following is NOT an element of the retailing mix? Selected Answer: segmentation Correct Answer: segmentation Question 0 out of 1 points 16 Fresh-cut flowers that used to only be available from florists can now be purchased at neighbourhood supermarkets. This is an example of: Selected Answer: multi-product marketing. Correct Answer: intertype competition. Question 1 out of 1 points 17 Travelers are often in need of small convenience products and food items such as soft drinks. Airports, train and bus stations, and commuter stops do not have stores or stores that are open 24 hours each day; they are good locations for which type of nonstore retailing? Selected Answer: automatic vending Correct Answer: automatic vending Question 1 out of 1 points 18 As a franchisor, Radio Shack would assist a franchisee in: Selected Answer: All of these answers are correct. Correct Answer: All of these answers are correct. Question 19 1 out of 1 points Many fast food retailers, including McDonald's and Burger King, have followed a predictable pattern of how new forms of retail outlets enter the marketplace. McDonald's has evolved from a relatively simple hamburger joint with low margins, low prices, limited product offerings, and low institutional status to a worldwide chain with higher margins, high status, and a diverse list of products. This evolution of McDonald's restaurants is consistent with the: Selected Answer: wheel of retailing. Correct Answer: wheel of retailing. Question 0 out of 1 points 20 Organizations (franchisors) that decide to franchise (franchisors) have _____ expansion costs in opening new outlets accompanied by _____ control compared to owning their own retail outlets. Selected Answer: reduced; greater Correct Answer: reduced; reduced Question 1 out of 1 points 21 Retailing is an important marketing activity. Not only do producers and consumers meet through retailing actions, but retailing also creates ______ and has a significant impact on the economy. Selected Answer: customer value Correct Answer: customer value Question 1 out of 1 points 22 Level of service refers to: Selected Answer: degree of service provided to the customer. Correct Answer: degree of service provided to the customer. Question 1 out of 1 points 23 The assortment of each item a store carries is referred to as its: Selected Answer: depth of product line. Correct Answer: depth of product line. Question 24 0 out of 1 points One of the biggest problems online retailers face is: Selected All of these answers are correct. Answer: Correct customers' tendencies to get to the checkout and leave the Answer: website without concluding the purchase. Question 1 out of 1 points 25 In which form of retail outlet could you most likely be your own boss and provide your customers with a high degree of personal service? Selected Answer: independent retailer Correct Answer: independent retailer CMKT200 DA0/DB0 - MARKETING II (DEU_CMKT200S09_01) > TOOLS > MY GRADES > VIEW ATTEMPTS > REVIEW ASSESSMENT: QUIZ 2 Review Assessment: Quiz 2 User Nazira Rahmani Submitted 6/5/09 5:12 PM Name Quiz 2 Status Completed Score 21 out of 25 points Time Elapsed 0 hours, 41 minutes, and 41 seconds out of 0 hours and 30 minutes allowed. Instructions Question 1 0 out of 1 points Loblaws, a Canadian supermarket, features fruits and vegetables piled high on tables which have umbrellas. The idea behind this arrangement was to give Loblaws “a market feel.” In terms of the retailing mix, this tactic was concerned with: Selected Answer: variety and assortment. Correct Answer: the goods and services mix. Feedback: Goods and services mix includes variety and assortment, customer service, and store image and atmosphere, the situation described here. Question 0 out of 1 points 2 Regional shopping centres are: Selected Answer: clusters of stores that serves people who are within a five to ten minute drive and live in a population base under 30,000. Correct Answer: suburban malls of today containing up to 100 stores with a typical drawing distance of over 5 to 10 miles from the mall. Feedback: Key term definition - regional shopping centres Question 1 out of 1 points 3 One dimension of the retail positioning matrix is breadth of product line, and the other is: Selected Answer: value added. Correct Answer: value added. Feedback: The second dimension is value added and involves the service level and method of operations. Question 4 1 out of 1 points Direct mail and catalog retailing are examples of: Selected Answer: nonstore retailing. Correct Answer: nonstore retailing. Feedback: Nonstore retailing includes vending machines, direct mail and catalogs, and others. Question 1 out of 1 points 5 As a franchisor, Radio Shack would assist a franchisee in: Selected Answer: All of these answers are correct. Correct Answer: All of these answers are correct. Feedback: All of these are among a franchisor's essential services to franchisees. In addition, a good franchisor will try to enhance recognition of the franchise name. Question 1 out of 1 points 6 The key goal for retailers in the accelerated development phase of the retail life cycle is to: Selected Answer: establish a dominant position in the fight for market share. Correct Answer: establish a dominant
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