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90 minute timed test. Module 5 : The Product - Quiz 4 Time Remaining: Question 1. There are five categories of offerings for a service.

90 minute timed test.

Module 5 : The Product - Quiz 4
Time Remaining:

Question 1. 1. There 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? (Points : 5)
       Pure tangible good
       Tangible good with accompanying services
       Major service with accompanying minor goods and services
       Major service with accompanying major goods

Question 2. 2. The five product levels constitute a ________. At each level more customer value is added. (Points : 5)
       customer-augmented product
       customer consumption system
       customer value-hierarchy
       customer-perceived value
       customer hierarchy

Question 3. 3. To match demand and supply, service marketers can utilize a number of strategies on the demand side. Which of the following is NOT one of these strategies? (Points : 5)
       Provide complementary services to waiting customers
       Cultivate nonpeak demand
       Differential pricing
       Share services
       Manage demand levels through a reservation system

Question 4. 4. Services high in ________qualities are those services that have characteristics the buyer normally finds hard to evaluate even after consumption. (Points : 5)
       personal attention

Question 5. 5. Some service firms often engage in ________, consisting of a fixed fee plus a variable usage fee. (Points : 5)
       pure bundling
       pure pricing
       mixed pricing
       captive pricing
       two-part pricing

Question 6. 6. Service marketers frequently complain about the difficulty of ________ their services. (Points : 5)

Question 7. 7. A company can classify its products into four types that yield different gross margins, depending upon sales volume and promotional costs. The four classifications include all EXCEPT ________. (Points : 5)
       core product
       shopping goods
       convenience items

Question 8. 8. In ________, the seller offers goods both individually and in bundles and often charges less for the "bundle" than for the individual products. (Points : 5)
       pirating pricing
       captive pricing
       two-part pricing
       pure bundling
       mixed bundling

Question 9. 9. The five determinants of service quality include all of the following EXCEPT ________. (Points : 5)

Question 10. 10. There are three steps service firms can take to increase quality control. Which of the following is NOT one of these steps? (Points : 5)
       Reduce customer contact points
       Monitor customer satisfaction
       Standardize the service-performance process
       Invest in good training procedures
       Invest in good hiring procedures

Question 11. 11. ________ occurs when a company lengthens its product line beyond its current range. (Points : 5)
       Market reach
       Product reach
       Product adaptations
       Line shrinking
       Line stretching

Question 12. 12. Research has shown that customers evaluate complaint incidents in terms of the ________. (Points : 5)
       anger of the customer
       personality of the manager
       outcomes they receive
       monetary rewards
       none of the above

Question 13. 13. ________ refers to data, information systems, and advice services that the seller offers to their buyers. (Points : 5)
       Sales force relationships
       Customer relationships
       Internal marketing
       Customer training
       Customer consulting

Question 14. 14. Products such as insurance, cemetery plots, and smoke detectors are examples of ________ that are products that the consumer does not know about or does not normally think of buying. a.specialty goods (Points : 5)
       unsought goods
       heterogeneous shopping goods
       homogeneous shopping goods
       none of the above

Question 15. 15. Top firms audit both their own and their competitors' service performance on a regular basis by collecting ________ measurements to probe customer satisfaction. (Points : 5)
       chat room
       voice of the customer
       e-mail solicitation
       consumer activist group
       none of the above

Question 16. 16. A group of products within a product class that are closely related because they perform a similar function, are sold to the same customer groups, are marketed through the same outlets or channels, or fall within given price ranges is known as a ________. (Points : 5)
       product type
       product class
       need family
       product variant
       product line

Question 17. 17. Services vary as to whether they are equipment based or ________. (Points : 5)
       service based
       people based
       process based
       historical based
       none of the above

Question 18. 18. It was sunny when Jenny went to class, but by the time class was over it was raining heavily, so Jenny stopped by the student store to buy an umbrella before she walked back to her dorm. In this case, the umbrella is an example of a(n) ________. (Points : 5)
       impulse good
       homogeneous shopping good
       emergency good
       heterogeneous shopping good

Question 19. 19. Capital items are long-lasting goods that facilitate developing or managing the finished product. They include two groups: installations and ________. (Points : 5)
       natural products
       component materials
       operating supplies
       none of the above

Question 20. 20. The ________ of a product mix refers to how many variants are offered of each product in the line. (Points : 5)

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Answers- Module 5 - The Product - Quiz 4.docx

Question 1. 1. Major service with accompanying major goods
Question 2. 2. Customer value-hierarchy
Question 3. 3. Shared services
Question 4. 4. Credence
Question 5. 5. Two-part pricing
Question 6....

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