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Question 1 1 out of 1 points Which of the following is not a service product? Answer Selected Answer: A 100 percent service satisfaction guarantee Correct Answer: A 100 percent service satisfaction guarantee Question 2 1 out of 1 points Kathy Adkins, owner of Adkins Styling Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty slots from earlier in the week were available on this Saturday afternoon. Her thoughts deal with the ____ characteristic of services. Answer Selected Answer: perishability Correct Answer: perishability Question 3 1 out of 1 points In most service industries, customer-contact employees are Answer Selected Answer: the lowest-paid and least-trained employees. Correct Answer: the lowest-paid and least-trained employees. Question 4 1 out of 1 points Which of the following is most likely to be considered a business service? Answer Selected Answer: Consulting Correct Answer: Consulting Question 5 1 out of 1 points The owner of the Lords and Ladies hair salon has difficulty in standardizing and controlling the quality of service that the customers in his salon receive. This problem illustrates which of the following unique features of service? Answer Selected Answer: Heterogeneity Correct Answer: Heterogeneity Question 6 1 out of 1 points The growth of business services is largely attributed to Answer Selected Answer: increases in the complexity and competitiveness of business environments. Correct Answer: increases in the complexity and competitiveness of business environments. Question 7 1 out of 1 points Dentists find it difficult to attract customers because many customers cannot distinguish whether or not the product offered is beneficial. This aspect of the dentist's product is called ____ quality. Answer Selected Answer: credence Correct Answer: credence Question 8 1 out of 1 points Services have six basic characteristics: intangibility, inseparability of production and consumption, perishability, client-based relationships, customer contact, and Answer Selected Answer: heterogeneity. Correct Answer: heterogeneity. Question 9 1 out of 1 points Using appointments or reservations for scheduling delivery of services is an attempt to address the ____ characteristic of services. Answer Selected Answer: perishability Correct Answer: perishability Question 10 1 out of 1 points Which of the following is similar for both for-profit and nonprofit marketing? Answer Selected Answer: Ability to use effective marketing activities Correct Answer: Ability to use effective marketing activities Question 11 1 out of 1 points In an attempt to attract customers, service marketers often promise great results and satisfaction to customers, but marketers should be careful not to Answer Selected Answer: promise too much and cause customer expectations beyond what they can deliver.... View Full Document

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