Saint Leo MBA 565 quiz 4

Question # 00003834 Posted By: msmonopoly Updated on: 11/21/2013 04:13 PM Due on: 11/27/2013
Subject Marketing Topic Marketing Tutorials:
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1. ________ is the ability of a company to prepare on a mass basis individually designed products, services, programs, and communications. (Points : 5)

Question 2. 2. Top service companies are "customer obsessed." They have a clear sense of their target customers and their needs. Their management looks not only at financial performance on a monthly basis, but also at ________. (Points : 5)

Question 3. 3. To differentiate its service, a provider can add ________ to the package of services already provided. (Points : 5)

Question 4. 4. There are three steps service firms can take to increase quality control. Which of the following is NOT one of these steps? (Points : 5)

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

Question 6. 6. Companies may wish to implement a(n) ________ to achieve more growth, to realize higher margins, or simply to position themselves as full-line manufacturers. (Points : 5)

Question 7. 7. The five product levels constitute a ________. At each level more customer value is added. (Points : 5)

Question 8. 8. The ________ of a product mix refers to how many variants are offered of each product in the line. (Points : 5)

Question 9. 9. ________ describes the service program for helping customers keep purchased products in good working order. (Points : 5)

Question 10. 10. Developing brand strategies for a service requires special attention to choosing brand elements, establishing image dimensions, and ________. (Points : 5)

Question 11. 11. Service firms can design ________ and information programs so that consumers learn more about the brand than the information they get from the service encounter alone. (Points : 5)

Question 12. 12. Unlike physical goods, services are produced and ________ simultaneously. (Points : 5)

Question 13. 13. There is a(n) ________ where consumer perceptions on a service dimension would be deemed satisfactory, anchored by the minimum level consumers would be willing to accept and the level that customers believe can and should be delivered. (Points : 5)

Question 14. 14. Services can be judged on customer importance and company performance. ________ is used to rate the various elements of the service bundle and identify what actions are required. (Points : 5)

Question 15. 15. Product-line analysis provides information for two key decision areas-product-line length and ________. (Points : 5)

Question 16. 16. ________ are formal statements of expected product performance by the manufacturer. (Points : 5)

Question 17. 17. Capital items are long-lasting goods that facilitate developing or managing the finished product. They include two groups: installations and ________. (Points : 5)

Question 18. 18. Factors that lead to customer switching behavior include all of the following EXCEPT ________. (Points : 5)

Question 19. 19. When the physical product cannot be easily differentiated, the key to competitive success may lie in adding valued services and improving their quality. The main service differentiators are ordering ease, delivery, installation, ________, customer consulting, maintenance, and repair. (Points : 5)

Question 20. 20. Services differ as to whether they meet a personal need or a ________. (Points : 5)

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  1. Tutorial # 00003637 Posted By: msmonopoly Posted on: 11/21/2013 04:33 PM
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