Marketing Chapter Exam 3

Stockpile

A tire store finds that is business is heavily skewed to the weekend and they have less than 15% of customers on Monday through Wednesday. Since rotating, rebalancing, and replacing tires is a service, one of the dilemmas facing the firm is that they cannot ______ the service for the weekend.

standards

Involving employees in setting service performance goals can be very instructive in helping a firm reduce the ____ gap by increasing their input into systematizing the expected output.

Heterogeneous

On Fridays and Saturdays, the staff is different and the normal process is shortened from 55 to 45 minutes per customer.

Store to Buyer Flow 2

The point of sale terminal record the purchase information and electronically sends it to the buyer at BB corporate office

Buyer to Manufacturer Flow 3

The purchase information from each BB store is typically aggregated by the retailer as a whole, which creates an order for new merchandise and sends it to Sony.

Customer to Store Flow 1

The sales associate at BB scans the UPC tag

Flow 4

The sales transaction data are sent directly from the store to manufacturer. Which flow is this

Flow 6 Manufacturer to Distribution Center and Buyer

When the manufacturer ships the HDTVs to the Best Buy distribution center, it sends an advanced shipping notice to the distribution centers

communications gap

difference between actual service provided to customers and the service that the firm's promotion program promises.

standards gap

difference between the firm's perceptions of customers wants and the services standards it sets

delivery gap

difference between the firm's service standards and the actual service it provides to customers

knowledge gap

match customer expectations with service provided through research

Flow 5 Store to Distribution Center

Stores also communicate with the BB distribution center to coordinate deliveries and check inventory status

Customer Relationship Management

what does CRM stand for

the consumer and manufacturer

what is the role of the retailer? To help _____

Selective

which type of distribution uses a few selected retailers in a given territory with the intention of maintaining a particular image and controlling the flow of merchandise into an area?

Inseparable

CCustomers tend to get upset when their favorite manicurist is not working.

SKU

Customers expect pricing consistency for the same ____ across channels.

larger;less

Generally, the _____ and more sophisticated a firm is, the _____ likely it will be to use supply chain intermediaries

vertical

If Sony and one of its authorized retailers have a disagreement about the appropriate retail prices for its Blu-Ray players, this is an example of ______ channel conflict.

first

In the flow of information through marketing channels, the ______ step is when the sales associate scans the UPC code for the product the customer is purchasing.

gaps

In the provision of a service, there are several possibilities to mismatch the service and customer need resulting in one of the several types of service ____, in 1. communications, 2. delivery, 3. standards, or 4. knowledge.

standards

Joanna learned from customer satification surveys that diners in her restuarant wanted to be able to make substitutions. She has decided to allow substitutions, but has not told all of the servers of this. This is an example of a(n) _______ gap.

Inseparable

One of the basic ways in which services differ from products is that production and consumption are _________ from each other. Consequently, service providers often include options for the customer to become more involved in the production of the service, which usually results in greater customer satisfaction.

Gaps

One of the most effective methods to assess how well a firm is delivering adequate service to consumers is to employ the ______ Model to evaluate their service provision.

competition

The five Cs of pricing are company objectives, customers, cost, channel members, and ________.

supply chain intermediary

The wholesalers are also called what?

perishable

There is a waiting line on Friday and Saturday afternoons but those time slots cannot be inventoried for when there is no demand.

delivery

Under normal conditions, the hotel never runs out of towels, but during Christmas vacation when the hotel is filled with families, there is a _____ gap and the hotel laundry cannot keep up with the linen usage.

crm

an integrated _____ system consists of a centralized customer data warehouse that houses a complete history of each customer's interaction with the retailer.

price

an off- ______ retailer is one that offers an inconsistent, often unpredictable, assortment of brand name merchandise at low prices.

delivery gap

get employees to meet or exceed service standards

expertise

if a car stereo specialty retailer has extremely knowledgeable salespeople and installers, car stereo manufacturers may be motivated to let the retailer decide how their products should be marketed. this is an example of ____ power.

perishability

one of the most difficult issues for service providers to deal with it that of _________. they cannot inventory or stockpil e things like haircuts during slow times to "sell" later when the facility is busy.

just in time

the ______ inventory system involves delivery of smaller amounts of merchandise on a more frequent basis.

lead

the amount of time between the recognition that an order must be placed and the arrival of the needed merchandise is called ______ time.

knowledge gap

the difference between customer expectations and what the firm perceives the customer to expect

receiving

the process of recording the arrival of merchandise at a distribution center is known as _______