Prin. of Marketing Exam 3 - Chapters 10-14

Juan is in a management development program with Cisco, a worldwide leader in information technology, networking, and cyber security solutions. Cisco is a manufacturer known for its routers, switches, and wireless units, but it has seen an increase in revenues related to services such as cloud computing. It's no surprise that services account for _______ percent of the economic output of the United States.

80

Hannah and Ella recently dined at Buffalo Wild Wings. They placed their order for drinks and their dinners. Their drinks arrived quickly, but after 20 minutes, Hannah and Ella had still not received any food. Finally, Hannah and Ella received their meals after waiting over 30 minutes. This wait time was much longer than Hannah and Ella expected and is an example of which type of service gap?

A gap between the service that customers receive, and the service they want

Tanvi works in marketing for a hospital. Recently, the hospital has used marketing activities to attract expectant mothers to use the hospital's maternity services. However, recent patient satisfaction scores have dropped due to patient ratings of the amount of time they are allowed to spend with their new babies. The hospital assumed that new mothers would like to keep their babies in the nursery but it is now realizing that most women would rather have their babies stay in their rooms. Based on the gap model of service quality, which type of gap has occurred?

A gap between what customers want, and what management thinks customers want

Hakim owns a beauty supply retail store that specializes in natural hair care products. Which of the following is true regarding the role of retail operations in the United States economy?

A majority of retail operations are small businesses like Hakim's.

A major shoe manufacturer, which currently uses a multichannel distribution system to make its products available to customers, is considering changing to an omnichannel strategy. Which of the following is true regarding a multichannel system?

A multichannel distribution system can be more expensive due to redundancy and complexity in the firm's distribution system.

Pella Windows is a manufacturer of windows. The company has a range of window styles and finishes that can be customized to meet each customer's needs. The product is relatively complex and must be made-to-order to meet an individual customer's requirements. Which of the following statements is true regarding the factors that affect the channel choice for Pella Windows?

A shorter and more direct distribution channel is preferred.

Miu is the owner of an indoor trampoline park called Elevate. She has a staff of 25 employees including five full-time managers and 20 part-time employees. Miu is seeking ways to reduce turnover and to increase the levels of engagement between staff and customers. Miu understands that customer satisfaction is more easily achieved when employees are happy. Which of the following would likely lead to higher employee satisfaction?

College tuition reimbursement grants for any employee working 15 or more hours per week

Malik is a certified public accountant who works with individuals to provide tax services. He has many clients who have been using him every year for their federal and state taxes. One client recently gave the following review: "Malik is a wonderful accountant. We've been using his services for the last 5 years and he is courteous, efficient, and accurate. In addition to having his CPA, he's also an officer in the local accounting organization. We know he can be trusted with your tax returns, too." Which aspect of service quality is being demonstrated by the customer review?

Assurance

Clara stopped into a Barnes & Noble bookstore with a friend to browse the selection of books appropriate for her kids, aged five and seven. She made her way to the children's section and noticed an alert on her phone. She had just received a message from Barnes & Noble that included a 10 percent off coupon on adult fiction titles. In addition, she was notified that the café was offering a buy one, get one free offer on beverages. Which retailing technology is the company utilizing?

Beacons

Nanami is a new-product development engineer with siffron, a company specializing in display solutions for retail outlets. Nanami and her team have created a new product called ModoShelf. It has removable antimicrobial tiles that can be cleaned in a dishwasher. The product is now available to grocery retailers throughout the country for fresh produce displays such as lettuce that may be prone to bacteria formation. What stage in the new-product development process best describes this example?

Commercialization

Jalen is in his late thirties and has always enjoyed running. He is training for his first marathon and recently purchased a Garmin running watch to help him train and pace his workouts. He considered the pros and cons of the Garmin system, read many product reviews, and spoke with many friends who recommended the Garmin. Jalen is excited about his purchase but is wondering why he waited so long to get a running watch. He has now become a big advocate for Garmin and has been a vocal supporter of the brand. Which category of adoption best describes Jalen?

Early majority

Ama recently became a consultant with Norwex, a company selling chemical-free cleaning products and microfiber cloths that are used with water. She is an independent contractor and receives commissions from her sales. Ama typically makes presentations to women in the home of a hostess who invites her friends to sample Norwex products. What type of nonstore retailing is Ama using to sell Norwex products?

Direct retailing

Javier is a funeral director who meets with family members to discuss funeral arrangements for their loved ones. He has a caring demeanor and can naturally show through his words and actions how much he understands their grief during their difficult time. Javier makes sure to ask questions about the loved ones, and he is always interested to learn about their lives. Which aspect of service quality is Javier demonstrating when meeting with family members to plan a funeral?

Empathy

Yoplait offers a variety of different single-serve yogurt cups in flavors such as strawberry, blueberry, chocolate, banana, and key lime pie. Yoplait also offers another product line of yogurt products called Go-Gurt, which is marketed for kids and served in long tubes. Parents that purchase and enjoy single-serve cups for themselves are likely to purchase Go-Gurt for their children. What benefit does Yoplait receive by using product lines?

Equivalent quality

Suhani works for a grocery meat wholesaler. The company purchases fresh pork and beef products from the farmers who raise the animals. The farmers deliver the meat products to Suhani's company in packages ready to be taken to the grocery store. Which type of utility do the farmers provide to the grocery meat wholesaler?

Form utility

Fitness trackers were first introduced as simple pedometers, but with the advent of smartphones and apps, more advanced products have been developed. Fitbit was an early entrant into this market, followed by the Nike FuelBand. The Apple iPhone incorporated activity tracking, and several companies such as Garmin joined the market as well. After only four years, Nike FuelBand exited the market. Today, Fitbit, Apple, and Garmin are all vying for market share as competition is intense. Each company utilizes aggressive advertising campaigns to persuade consumers to buy their brand. Which stage of the product life cycle best describes fitness trackers?

Growth

Valentina loves going to concerts. One of her favorite bands is Twenty One Pilots. She's seen the group live several times but thought their last concert at Lollapalooza in Chicago, Illinois, was their worst. Valentina thought their drummer was slightly off-beat and the lead singer, Tyler Joseph, did not seem as energetic as he had in the past. However, Valentina still enjoyed the concert. Which characteristic of services is best exemplified by Valentina's evaluation of Twenty One Pilots' performance?

Heterogeneity

Lay's potato chips hold a contest called "Do Us a Flavor," in which customers pitch new flavor combinations of the popular Lay's potato chip for the chance to win $1 million. Contestants submit flavor ideas on the "Do Us a Flavor" website. They choose a catchy title, select up to three ingredients, create a quick pitch, and design the bag. What stage of the new-product development process is described by this stage of the Lay's contest?

Idea generation

BMW has announced changes to its 3-series models for the upcoming year. The changes include reduced weight, improved aerodynamics, and enhanced driving dynamics. In addition, consumers will have the option of purchasing the vehicle with or without all-wheel drive. How would you classify BMWs 3-series vehicles?

Improvements or revisions of existing products

Khushi recently downloaded a new app to her smartphone. She enjoys trying new things and is usually the first person in her social group to learn about new apps. She works in the technology industry and is an avid reader of scientific journals and technology-related magazines. Which category of adoption best describes Khushi?

Innovator

Lachlan recently celebrated his twenty-first birthday by getting a custom-designed tattoo on his forearm. Lachlan did some research and chose an artist who's known for her use of color. Lachlan also appreciated the way his artist interacted with him and took an interest in him. Which characteristic of services is best exemplified by Lachlan's experience of getting a tattoo?

Inseparability

Anasa recently purchased automobile insurance for her vehicle. Her family has always used State Farm, but Anasa decided to try Progressive because she liked the advertisements featuring Flo, a fictitious salesperson. Anasa has never had a claim and primarily purchased the product because it is required by law. Which characteristic of services relates to Anasa's perception of insurance services?

Intangibility

Prairie Farms is a dairy business that offers milk, cheese, butter, ice cream, and other dairy products to grocery and convenience stores. Which type of distribution intensity would be best for Prairie Farms?

Intensive

Charlotte enjoys trying new products and has a high need for variety. She visits Starbucks at least twice a week and rarely orders the same beverage twice. She recently noticed Starbucks's brand of coffee creamer at the grocery store and picked up the Cinnamon Dolce Latte flavor. Charlotte had never seen the item before but thinks it will be a great success. Based on this information, what stage of the product life cycle best describes the Starbucks creamers?

Introduction

Nike launched its wearable fitness tracker, the FuelBand, in 2012 after Fitbit's debut in 2007. The FuelBand tracked "Fuel Points," even though customers didn't really know what this metric meant or how it was calculated. Customers also complained that you could sit at your desk waving your hand to ramp up your score. In the four years of FuelBand's existence, Nike only captured about 10 percent of the wearable market, while its rival, Fitbit, became the category leader. Based on this description, what was the primary reason for the FuelBand's failure?

It did not offer a benefit compared to existing products.

The KFC food chain operates restaurant locations around the globe and is known for its "finger-lickin' good" chicken. In India, KFC locations offer Vegetable Strips and the Potato Krisper Burger to satisfy the needs of the vegetarian market. Locations in China have a Shrimp Burger, and in Thailand they have a Shrimp Donut. Which of the following statements about global issues in new-product development is true?

KFC has created new menu items that meet the unique needs of customers in each country.

Catarina recently downloaded Snapchat. She is a mom to two daughters, who are 11 and 13. The girls recently began using Snapchat and love playing with the filters to take selfies, and they encouraged their mom to get Snapchat too so they can share fun photos with each other. Catarina feels like she is the last one in her friend group to use Snapchat, as most of her friends have been using it for several years. Catarina has very few apps on her smartphone, because she is skeptical of companies and concerned about privacy issues. Which category of adoption best describes Catarina?

Laggard

Noroa is a working parent with three busy teenagers, but she tries to prepare a healthy meal every night for dinner. She has recently seen lots of Instagram, Pinterest, and Facebook posts about using an Instapot or a Crock-Pot. She feels somewhat left out since she doesn't own either. However, she takes some time to review the products and decides to purchase a Crock-Pot, which is in the decline stage of the product life cycle. Which category of adopter best describes Noroa?

Laggard

Bombas is a manufacturer and retailer of socks sold exclusively via its website. Which of the following is an advantage for Bombas as an online retail operation?

Lower-cost remote distribution centers can be utilized.

Starbucks is now selling Cookie Straws in grocery stores across the United States. Starbucks describes the product as a toasted rolled wafer cookie filled with a luscious layer of rich, dark chocolatey sweetness. Cookie Straws are the first "cookie" product offered by Starbucks with placement in the cookie and cracker aisle. Which type of new product are the Cookie Straws?

New-product line

A drone is an unmanned aerial vehicle that is guided remotely, and farmers across the world are now utilizing drones, which are revolutionizing the farming industry. Although drones are not new, their use in agriculture is significantly impacting the industry and creating an entirely new market. Which type of new product is a drone in the context of agriculture?

New-to-the-world product

Rosa was enjoying a cheeseburger at McDonald's recently and noticed another customer eating fries topped with cheese and bacon. She was intrigued and learned that the restaurant had recently introduced Cheesy Bacon Fries. She thought they looked delicious and decided to try them on her next visit. Which characteristic most likely contributed to Rosa's decision to purchase the new meal option?

Observability

Hormel has extended its reach into the snack food market and recently unveiled a new product line. Hormel's Natural Choice snacks come in four varieties, each in 2-ounce packs containing ham, turkey, or chicken paired with white cheddar cheese and either pretzels, almonds, or blueberries covered in chocolate. Their retail price is $1.50 to $2.00 each. Which of the following is the most appropriate marketing activity for Hormel to utilize to gain acceptance of the new products?

Offer samples of the new products in retail grocery stores

The German men's and women's luxury fashion brand Hugo Boss is marketed using the same name in 127 different countries and in 439 different BOSS and HUGO stores, as well as other outlets. Which global branding strategy is Hugo Boss utilizing?

One brand name everywhere

Makayla is an Uber driver in Orlando, Florida. She enjoys the opportunity to meet different people and earn extra income. During high usage times, Uber's proprietary application determines the fee charged to Makayla's customers. Thus, a consumer using Uber to travel from the airport to a downtown hotel might pay a different price at 1 p.m. on a weekday compared to a busier time at 5:30 p.m. on a weekday. Which type of pricing objective is Uber utilizing?

Operations-oriented pricing

Zion is the Director of Admissions for Butler University. He seeks to attract approximately 1,400 students as incoming freshmen to the university. The last class had 1,326 - just 74 students shy of Zion's goal. However, the student shortfall translates into open seats in classes and a reduction in tuition revenues. Which characteristic of services is best exemplified by Zion's shortfall of students in the incoming class?

Perishability

SIS International is a global organization that offers marketing research services to clients. Its primary office is in New York with one satellite office in London. The company wants to expand overseas to attract a more diverse client base. It is especially interested in the Asian market. SIS International is conducting its own research to compare Singapore, Beijing, Hong Kong, and Mumbai. Which aspect of the marketing mix is highlighted by this example?

Place

Aditi purchases frozen food items from Schwan's. Her Schwan's account representative delivers the items Aditi has purchased to her home once a week. Aditi enjoys buying Schwan's products because of the convenience. The items stay cold because there is less travel time from the refrigerated truck in her driveway to her home freezer. Which type of utility does Schwan's provide Aditi?

Place utility

CGN is a global consulting firm offering supply chain, logistics, and lean manufacturing consulting services to Fortune 500 firms. As a global provider, CGN can use a variety of consultants to deliver services to clients. It charges a standard hourly rate of $200 per hour for consulting services but may offer discounts for loyal customers. Which aspect of the marketing mix is highlighted by this example?

Pricing

Laqueta is shopping at Dick's Sporting Goods and notices a display for Yeti beverage containers. She likes the various colors and prefers to use a reusable container to reduce her use of plastic. She has read about how the Yeti container keeps beverages hot or cold for several hours. Laqueta is impressed with the product and thinks it will be a real improvement over her current Tervis tumbler. She decides to buy the Yeti product. Which characteristic most likely contributed to Laqueta's decision to purchase the new option?

Relative advantage

Bill's Tree Service is an independently owned tree trimming and tree removal service. One of Bill's former customers, Elena, gave Bill's Tree Service a positive recommendation by commenting that Bill returns calls within 24 hours and is always on time for appointments. Which aspect of service quality is Elena emphasizing in her review of Bill's Tree Service?

Responsiveness

Jos. A. Bank is a men's clothing retailer that offers high-quality men's apparel such as suits, shirts, ties, shoes, and casual clothing. The company's retail stores offer personalized service and complimentary tailoring on dress pants and suits. However, customers can also order from the company's website. Those ordering online also have the ability to pick up items at their local stores and receive tailoring provided by their nearest Jos. A. Bank location. Which retailing trend is the company utilizing?

Retail channel omnification

Manuel loves to grill, so he recently purchased a new gas grill online from Costco. The grill arrived, but unfortunately, it was damaged in shipping. Several aluminum pieces were dented, and the shipping box was noticeably damaged. Manuel contacted Costco, which emailed him a shipping label. He learned that the damaged grill will be sent to a Costco warehouse. Costco will file a claim with UPS and receive reimbursement for the grill since it was insured against damage. Which business process related to supply chain management is highlighted by this example?

Returns management

Dhruv is director of admissions for a private university. He's working with a marketing consultant to prepare new brochures to send to prospective students. In this campaign, the university is interested in highlighting all the different ways students can find their passion by getting involved in student organizations, mentoring relationships with alumni, and co-op or internship work experiences. Which of the following terms best describes these aspects of the university's product mix as a service?

Supplementary services

Diya owns a Lexus automobile and schedules routine maintenance at her local Lexus dealer. When she visits for an oil change, she is shown to the luxurious customer waiting area that features a snack bar, espresso machine, and comfortable chairs and couches. In addition, Wi-Fi is available so those needing to work can be accommodated. Diya always feels pampered even though it's her car that's receiving the service. Which aspect of service quality is being demonstrated by Diya's experience at the Lexus dealership?

Tangibles

Aarav lives in Houston, Texas, and is excited to try McDonald's new jalapeño salsa breakfast sandwiches. These sandwiches come in either biscuit or muffin varieties, with bacon or sausage as the meat options. The sandwiches are topped with a slice of white cheddar cheese, eggs, and a jalapeño salsa concoction. Aarav asks a store employee about the item and learns that the product is only available in Houston at select McDonald's locations. Which stage in the new-product development process best describes this example?

Test marketing

Samsung introduced the Galaxy Note 7 in August of 2016, and upon debut the product received high praise. However, the phone's battery was faulty, and one incident of fire was reported on a Southwest Airlines flight. Subsequently, the Department of Transportation banned the phones on all commercial aircraft. Samsung initiated an immediate product recall and eventually suspended worldwide production of the product in October 2016. Which of the following statements about the product or product offering applies to Samsung?

The failure of the Galaxy Note 7 could significantly damage Samsung's reputation.

The #DareToWearOne campaign aims to increase use of life jackets and to increase water safety in order to reduce drownings. The nonprofit organization, National Injury Prevention Council, is using a social media push to make wearing life jackets more acceptable among teens and young adults. Unfortunately, drowning rates have increased for men ages 15 to 24 years of age, since many believe it's not "cool" to wear a life jacket. Which of the following statements is most applicable to the National Injury Prevention Council in its aim to promote life jacket use?

Traditional promotional tools may be inadequate to motivate teens and young adults to use life jackets.

Rowena has a Costco membership and enjoys the opportunity to try items at the store. On a recent visit, an associate was offering samples of a quick meal, "Brown Rice & Quinoa," that can be microwaved or boiled to heat and cooks in 90 seconds. After sampling the item, Rowena decided to purchase it. Which characteristic most likely contributed to Rowena's decision to purchase the new meal option?

Trialability

Gustavo likes using the self-checkout aisle at Walmart to save time, but he is often frustrated when a product's universal product code is not recognized by the scanning system. Then, a customer service agent must assist him to lookup the product's price, and it takes longer than necessary to complete Gustavo's purchase. Which of the following is true regarding the use of universal product codes (UPC)?

Universal product codes enable retailers to collect information about consumer purchases as part of scanner-based research.

Nintendo launched the Wii U console in 2012 but stopped production in 2016 prior to the debut of the Nintendo Switch. The Wii U was considered a relatively complicated system. The tablet controller only worked about 15 feet away from the home base console and was not portable. In addition, there were very few new games supported by the system. During this time, both Sony and Microsoft's Xbox systems outperformed and outsold Nintendo. Based on this description, what was the primary reason for the Wii U console's failure?

Wii U offered a poor match between product features and customer desires for portability.

Zuwena works in research and development with Under Armour. Under Armour continually invests in new technology, and Zuwena's team recently launched a new model of running shoes called the HOVR shoes. These shoes contain built-in pods that connect to the running app MapMyRun, which is also owned by Under Armour. Like many companies, Under Armour invests heavily in product development, which demonstrates that _______.

a firm's product or product offering is the heart of its marketing program

KFC experienced a rough start in the Chinese market when it translated its popular tag line, "finger-lickin' good," into Chinese characters meaning, "eat your fingers off." This example demonstrates the importance of pursuing a global strategy of _______.

adaptation and modification

Subway, a chain known for its fresh, made-to-order sandwiches, has launched the Green Goddess Tuna Melt in more than 3,000 U.S. restaurants. The sandwich features flaked tuna blended with mayo, topped with shredded mozzarella cheese, and toasted on nine-grain bread. It is then layered with fresh spinach, tomatoes, onions, and green goddess dressing. Subway is the first national quick-service restaurant chain to use green goddess dressing on a sandwich. Subway's offering of the Green Goddess Tuna Melt is an example of a(n) _______ type of new product.

addition to existing product line

Burger King launched a new menu item called the Impossible Whopper, a burger made with a plant-based, protein-filled patty. Burger King has offered a garden vegetable patty burger in the past, but its new Impossible Whopper looks and tastes like meat. The Impossible Whopper is classified as a(n) _______ according to the chapter's categories of new products.

addition to existing product lines

Iben is a frequent traveler and recently visited the Atlanta airport on his way to California. He noticed a beverage machine at which he could purchase a specialty coffee, tea, or hot chocolate beverage. Iben was able to use his credit card, but the machine also accepted cash payments. This is an example of _____, a form of nonstore retailing.

automatic vending

Audi, a German automobile manufacturer, commonly places its _______ consisting of four intertwining rings on the grills of its cars. These rings symbolize the amalgamation in 1932 of four previously independent motor vehicle manufacturers: Audi, DKW, Horch, and Wanderer.

brand mark

Many retail grocery stores are now offering the option of ordering online and picking up the groceries at curbside. Consumers appreciate the convenience of ordering online and avoiding the need to shop in the store. However, retailers must be concerned about how online sales could _______ in-store sales, since grocery retailers benefit from impulse purchases.

cannibalize

Kraft Foods has strategically sold several business units to enable it to focus on core areas. Through divestment of brands, Kraft has reduced the number of product lines it offers retailers. This phenomenon is called product line _______.

contraction

Dhruv is on his way home from work and remembers that he doesn't have any paper towels or milk at home. He stops at a local grocery store and buys his favorite brands: Bounty paper towels and Prairie Farm milk. These items are classified as _______ products.

convenience

Nanami stopped at Casey's to buy gasoline for her car. She also needed bread and milk, so she picked those items up after she filled her car with gas. Casey's can be categorized as a _______.

convenience store

Kemi is a brand manager for Post Cereal and is working with his team to plan marketing strategies and tactics for Grape-Nuts. The cereal has been in production since 1897 and has a loyal following of customers. However, the sales have seen a downward trend, and there are many competing products offering similar benefits. Based on this information, Grape-Nuts is likely in the _______ stage of the product life cycle, and any new customers would be classified as _______, according to the diffusion of innovation stages.

decline; laggards

Fabian has a specialty wine, liquor, and imported cheese store. He hosts weekly wine tastings, and his customers appreciate his extensive selection of wines from around the globe. Fabian has cultivated relationships with wine distributors, and he is often the only retail outlet in town to carry specific wine labels. As a specialty retail store, Fabian's selection of wine is _______.

deep

The Smarties Candy Company is the maker of the multi-colored, chalky candy known as Smarties. However, the same candy is called Rockets in Canada since in that country there was already another brand called Smarties made by Nestlé, which are bright, colorful, candy-coated chocolates. The Smarties Candy Company demonstrates the importance of pursuing a global strategy of _______.

different brand names in different markets

Bombas socks are available only through the company's website, www.bombas.com. Bombas is using the _____ channel system to make its products available to consumers.

direct

Nerea has high blood pressure and goes to Walgreens to purchase her prescription medicine. Occasionally, Nerea purchases other items such as cosmetics, health and beauty aids, or candy when she picks up her prescriptions. Walgreens can be classified as a _______.

drugstore

Dyson is a British manufacturer known for its vacuum cleaners, fans, and hairdryers. It has emerged as a leading company highly valued by consumers who routinely pay more than $400 for its top-of-the-line vacuum cleaners. The brand has a high level of awareness, is known for high product quality, and many consumers will only buy the Dyson brand. Dyson is an example of a company exhibiting high brand _______.

equity

Cutco is a manufacturer of kitchen knives and offers a "forever guarantee" on its products. Cutco states, "Since 1949, Cutco owners have enjoyed a Forever Guarantee that ensures the Cutco they use in their home will be as good tomorrow as the first time they used it. We want every Cutco owner to be satisfied forever, and when the product is passed along, we will continue to back that pledge. The guarantee has several important elements." This is an example of a(n) _______ warranty.

express

Zari purchased a tooth-whitening product that claimed on the package to "drastically whiten teeth 2-3 shades within 15 days of use." These claims on the product's package would be considered a(n) _______ warranty.

express

Rosa recently opened a Kumon Math & Reading Center in her city. She paid $70,000 for the right to use the Kumon name and to have access to business and marketing materials. Rosa is excited about being her own boss and believes the upfront investment and monthly royalty fees will help her business succeed. Rosa's Kumon Math & Reading Center is classified as a(n) _______ retail business.

franchise

Shark Vacuum Company is a manufacturer of vacuum cleaners. It offers a traditional-sized vacuum cleaner but has recently released a cordless upright vacuum cleaner that can hold its charge for up to one hour of vacuuming. The model is lightweight, portable, and can be reconfigured to allow owners to use the many attachments that come with the vacuum cleaner model. The change from "corded" to "cordless" would be classified as a _______ modification.

functional

Aston Martin is a British automobile manufacturer established in 1913. It gained fame as the car that the character James Bond drove in several movies. The brand is well-known around the world, and only a small proportion of its car sales are from the United Kingdom. Aston Martin is experiencing tremendous growth in China, where it now has twenty dealerships. Thus, Aston Martin is considered a _______ brand.

global

Nestlé, known for its chocolate, has used the phrase "sustainably sourced cocoa beans" on its packages of chocolate bars. However, the company has been accused of contributing to deforestation in West Africa. If true, Nestlé may be using _______ to give the impression that it is environmentally friendly, even though it may be causing harm to the environment.

greenwashing

Anay is an account representative for Kind Bars, a snack bar made with natural ingredients. The snack bar segment faces intense competition from several brands such as NutriGrain, Clif Bar, and Lara Bar to name a few. Unfortunately, new products continue to enter the market, especially in the "health food" category. Anay meets frequently with store managers to discuss product placement and secure shelf space. Sales of Kind Bars are still increasing, thanks to an aggressive consumer promotion campaign. Based on this information, Kind Bars are in the _______ stage of the product life cycle.

growth

Batini is interested in purchasing a new laptop computer. There are many different brands, each with a variety of models. Each model varies based on the memory chip, graphics cards, speed of the hard drive, size of the monitor, and available warranty. Batini notices that it is fairly easy to compare from one brand to another since the computer manufacturers use the same brand of components such as Intel memory chips. Thus, laptop computers would be classified as _______ shopping products.

homogeneous

Starbucks's corporate office in Seattle offers Cold Pop, a beverage stand open to employees and visitors. It's open three days a week and serves about 200 drinks a day for $5 per beverage. Cold Pop serves potential new menu items, and employees who purchase the new items also get to vote on the item. Based on the number of votes and positive comments that the new products receive, Starbucks employees begin analyzing the business opportunity for the product. The opportunity to sample and vote on menu prototypes for Starbucks represents the _______ stage of the new-product development process.

idea screening

Hagan Automotive is owned by Sarah and David Hagan. It specializes in used, imported automobiles such as Audi, BMW, Mercedes, Porsche, and Volkswagen. Sarah is the office manager, and David is responsible for managing the sales force and purchasing vehicles to be sold by the company. Hagan Automotive is classified as a(n) _______ retail business.

independent

Constanza is a mother of two young children. She consciously tries to avoid added sugar in their diets. Like many children, the kids enjoy peanut butter, and Constanza spends several minutes at the store comparing different brands by examining their ingredient lists. She usually purchases a "natural" peanut butter but reads the ingredients to check for added preservatives and sugar. The part of the product's package that is most important to Constanza is its _______ labeling.

informational

Paola is the owner of Five Senses Spa and Salon, a full-service salon. Unlike other spa and beauty companies, Paola provides a salary with a bonus compensation program to her employees as well as full benefits. In addition, throughout the year, Paola offers a variety of educational programs such as budgeting and finance to help her employees learn about personal financial planning. Paola realizes the importance of _______ marketing, because happy employees create happy customers.

internal

Dante is an account manager for Mediacom, which markets internet and cable television services to businesses such as restaurants, bars, and hotels. Dante practices relationship marketing because he realizes _______.

it's more expensive to attract new customers than to retain existing customers

Hormel Foods has a product line called "side dishes." Each side dish product item serves four people and is packaged in a convenient plastic tray, which is suitable for the microwave. Hormel has several different varieties of macaroni and cheese, mashed potatoes, and broccoli with rice. The number of product items offered within the side dish line is referred to as the product _______.

line depth

Alberto works for PepsiCo and is on the marketing team for Gatorade. The company has been concerned about Gatorade sales. Sales are still increasing, but at a slower rate. Gatorade has reduced prices but still maintains a dominant position in the market. Based on this description, Gatorade is in the _______ stage of the product life cycle.

maturity

Hormel Foods has several different product lines such as ready-to-serve meat entree products, side dishes, and snack items. The variety of product lines a company offers is called its product _______.

mix width

Ramla is a fundraising director for the College of Business at the University of Alabama. She works with the local business community, alumni, current faculty, and students to generate donations. Ramla's business _______ is to generate $1 million in donations per year to fund scholarships to students and to provide grants for faculty research. Thus, she is seeking funds to cover expenses rather than to earn a profit.

objective

Daiyu was interested in purchasing a new laptop computer. She did a quick online search at Best Buy's website using her smartphone. She was able to see that her local Best Buy had the product in stock. Daiyu purchased the item and requested it be held at the store for pickup. This is an example of the _______ system.

omnichannel

Julio is a Subway franchise owner who appreciates the opportunity to give his customers exactly what they want. Subway offers a variety of options for bread, meat, cheese, vegetables, and condiments. Customers can pick and choose to order exactly the type of sandwich they desire. Subway can be categorized as using _______ processing.

people

Jian is shopping at the grocery store for ice cream, and he notices that the Ben & Jerry's brand has subtly altered its packaging. He's always liked the fun and quirky names that Ben & Jerry's uses, such as Cherry Garcia and Phish Food, and he has also noticed that the containers are brightly colored and feature cows doing whimsical things such as holding a bouquet of flowers, lounging in a chair, or soaring across a field. The newly designed packaging featuring different actions of the cows could be considered an example of _______ labeling.

persuasive

Marc's Automotive Services specializes in imported cars and provides an array of services such as oil changes, tire mounting and rotation, brake service, engine repair, and transmission work. As a service provider, Marc's work can be categorized as _______ processing.

possession

Vanessa is the owner of a spa who worked with a designer to ensure the layout and atmosphere of the space would be comforting, relaxing, and prestigious. This element of the retailing mix is known as _____.

presentation

Ingrid prefers shopping at Aldi, a no-frills grocery retailer, known for its high-quality products including ______ brands such as Millville cereal bars, which are similar to the popular Nutri-Grain bars, and Clancy's chips, which are comparable to Frito-Lay.

private

The Cleveland Museum of Art houses over 43,000 works in its permanent collection thanks to a trust founded in 1913. The museum is free, but it generates revenue from programs, sales of merchandise, special exhibits, and memberships. Recently, the iHeart radio group in Cleveland ran several free 30-second spots known as _______ to encourage attendance of a special exhibit at the museum.

public service announcements

Enzo enjoys performing routine maintenance on his vehicle. He recently purchased a new alternator at AutoZone. The salesperson told him that after Enzo installed the new alternator, he could return his used alternator and receive $25 for the part. AutoZone would recycle the part and return it to the manufacturer. This is an example of a _______ channel.

reverse

Elijah is the director of a long-term care community that serves adults aged 65 and over. There are many different communities for independent living in the community, and Elijah knows that prospective residents consider a variety of factors when making a choice. On his tours, he often emphasizes his facility's wellness amenities such as the swimming pool, exercise classes, and weight machines. He also shows a sample apartment so customers can visualize the room sizes, and how their furniture might fit. Elijah is recognizing that _______ qualities are evaluated as part of the services purchase process.

search

Jo Malone is a designer fragrance company. Its perfume and cologne products are available at a limited number of stores including Sephora and Nordstrom. Jo Malone is using a(n) _______ distribution intensity.

selective

Sergio enjoys hiking and often backpacks for several days or up to a week at a time. He's interested in purchasing a new tent and is looking for something that is lightweight, durable, and easy to set up. He's visited an REI store, Gander Mountain, and several specialty stores in his area that sell tents. In addition, he's explored the options via the Internet to learn more about what's available. To Sergio, a new tent is a(n) _______ product.

shopping

Harley-Davidson Motorcycles has built a strong and loyal following of customers. The company's Harley Owners Group (HOG) hosts events such as drives, barbecues, open houses, product demonstrations, and races. HOG members may also receive promotional discounts on products via email, text, or snail mail. Membership in HOG enables Harley owners to meet and mingle with others to get the most out of their Harley ownership experiences. This is an example of the _______ level of relationship marketing.

social

The Cleveland Clinic has developed a reputation as a high-quality care center where people from around the world might travel for certain procedures such as open-heart surgery. The Cleveland Clinic uses television and print media advertising to create awareness about its heart center and to publicize the excellent care patients receive. If a person has a need for heart surgery, it could be classified as a(n) _______ product.

specialty

Diego visited Men's Wearhouse to buy a new suit for his college's upcoming career fair. The salesperson provided Diego with several shirts that would complement the suit and offered his opinion on ties that would match well. The salesperson was using a sales technique known as _______.

suggestion selling

Alberto is an inside sales representative with Windows & More. Alberto works from 3 p.m. to 9 p.m. and contacts potential customers via telephone at their homes. He begins his call by asking whether the person owns her home and whether she would like to consider energy-efficient windows or siding. Alberto is using _______, a type of nonstore retailing.

telemarketing

Imani is 45 years old. She recently met with her financial planner to review her contributions to her Roth IRA, a retirement account. The financial planner also mentioned to Imani that she should consider purchasing long-term care insurance since a high proportion of consumers will likely spend one to two years in a nursing home or assisted living space before the end of their lives. The financial planner said that premiums usually increase after age 50, and that there were several good plans Imani should consider. Imani was somewhat familiar with the term long-term care insurance, but she had never thought about purchasing the product. Thus, for Imani, long-term care insurance would be a(n) _____ product.

unsought