MK1 1001 Chapters 13 and 14 Quiz

Piggyback, fishyback, and birdyback are terms usually associated with gaining efficiency in shipping through

Containerization

Which of the following service providers are most likely to use demand-based pricing?

Cruise ships

Who judges service quality?

Customers

The marketing channels for services are usually

Direct from provider to customer

A commonly used computerized means of integrating order processing with production, inventory, accounting, and transportation is

Electronic data interchange

​The four factors that affect a customer's evaluation of a service are the analysis of customer expectations, service quality specifications, management of service expectations, and

Employee performance

A hair stylist who gives good haircuts in the morning but tends to give haircuts of lesser quality in the afternoon is suffering from the challenges associated with intangibility

False

Because of service perishability, it is difficult to price services in a manner that takes into account fluctuations in demand

False

Production and consumption of services must simultaneously occur due to the ____ characteristic of services

Inseparability

STT is a manufacturer of very large blades used in energy-producing wind turbines. What is the most expensive logistics function associated with the STT product?

Transportation of the product

Granite Springs wants to ship its bottled water with the most flexible schedules and routes of all transportation modes. Granite Springs should use ____ as its transportation mode.

Trucks

Cost, speed, load flexibility, dependability, frequency, and accessibility are considered when choosing a transportation mode

True

Procurement involves the processes to obtain resources to create value through sourcing, purchasing, and recycling, including materials and information

True

Service quality guarantees are examples of customer services

True

Consumers are ________________likely to tell other people about a bad customer service experience compared to a good one.

Two times more

All of the following products are likely to use the producer-retailer-consumer marketing channel except for

U-Pick farm produce

Demand-based pricing means higher prices during times of lower demand and lower prices during times of higher demand

False

Services are products that can be touched and felt

False

A manufacturer has decided to improve its inventory management by maintaining low inventory levels and waiting to purchase materials until right before they are needed in production. This inventory management technique is called

Just-in-time (JIT)

A significant catalyst in the growth of consumer services has been ______, which has led to increased prosperity and interest in financial services, travel, entertainment, and personal care

Long-term economic growth

Select the true statement about nonprofit marketing

Major nonprofit marketers in the United States are social causes and charitable organizations

As the owner of a services business, you are constantly challenged to maintain consistent quality in your services. This heterogeneity is both a challenge and an opportunity. The opportunity arises because __________________.​

​It allows you to customize your services to match the specific needs of individual customers

You run a services business and you are constantly looking for ways to project an image of quality to your current and potential customers. You recognize there are very few tangible elements customers can view before making a services purchase. If you want to improve these elements of your business, then you should focus on improving _________________.​

​Your facilities and your employees

What is a primary difference between an industrial distributor and a manufacturers' agent?

A manufacturers' agent does not acquire title nor usually take possession of the products whereas an industrial distributor does

Kelly Rose, Inc. markets several different brands, under its own Kelly Rose name label, as well as others. Its primary brands, such as Kelly Rose, Kelly & Ko, and KRC, are sold to wholesalers. These brands are then available through retail department stores such as Kohl's and Macy's. The wholesale-based brands division is positioned as customer-focused and cost-efficient. Its premium brands division includes labels such as Saffie Campbell, Martyn Curry, and Costura Moderno. These premium brands are sold through stores that the Kelly Rose company owns. Kelly Rose, Inc. uses which type of channel of distribution for its premium brands?

A short, direct channel

In an administered vertical marketing system (VMS), interorganizational relationships are

Achieved by informal coordination

Client-based relationships are least likely to be developed by

Appliance repairmen

____ may stabilize supply, reduce costs, and increase channel member coordination

Channel integration

Place utility is created by the customer having access to the product to use or store for future use

False

The shortest possible distribution channel would be producer to retailer to consumer

False

Which of the following service characteristics results in variability of service quality yet provides the opportunity for customizing services to match the specific needs of individual customers?

Heterogeneity

Aaron Whitley's company buys machine tools from large producers and sells them to several Midwestern manufacturing companies. The company Aaron works for carries inventories of the tools, which reduces capital requirements for the producers. Aaron's company is an example of a(n) ____ in a distribution channel

Industrial distributor

Which of the following is most likely to be a product stocked solely by an industrial distributor?

Industrial glues and adhesives

Convenience products typically use

Intensive distribution

Managers and consultants at Unilever are meeting to discuss better ways to package its products to reduce damage and make loading more efficient. The primary function they are trying to improve is

Materials handling

Which of the following is the physical handling of tangible goods, supplies, and resources?

Materials handling

Product and target market characteristics usually determine the type of coverage a product receives. For which of the following products is selective distribution most appropriate?

Organic foods

Some services are time sensitive, meaning that a significant number of customers desire the service around the same time. This point in time is called

Peak demand

Cole is in charge of designing a promotion campaign for Wings, a private jet service company that has a high level of service quality. In an effort to make the service more tangible to potential consumers, the ad Cole is creating will feature

Pictures of the exterior and interior of the planes

Which of the following is the best example of a high-contact service?

Plastic surgery

Alan is planning a trip to Playacar for spring break. He will likely be able to evaluate the hotel's size, amenities offered, and prices by looking at information on its website. However, he won't be able to evaluate the comfort level of the bed or the friendliness of the employees until he actually spends time at the hotel. The type of evaluation attributes Alan is using before his trip are called _______ and those he uses during the trip are called _____.

Search; Experience

What are the three primary ways that marketers deliver services?

Service facilities, customer's home, or from a distance

Miles, sales manager for Enterprise Lumber, tells Julian, the firm's inventory manager, that the firm's failure to have adequate supplies of pressure-treated lumber on hand has cost the firm $175,000 in lost sales. This figure represents which of the following inventory management costs?

Stockout

The notion of logistics is

The activities used to move products from producers to end users

In many service industries, customer-contact employees are

The lowest-paid and least-trained employees

Order processing is defined as

The receipt and transmission of sales order information

Physical distribution activities may be performed by a producer, wholesaler, retailer or

They may be outsourced

The YMCA in mid-town Atlanta has recently upgraded its facilities, including building a new Olympic-sized swimming pool and children's playground. All locations of the Atlanta "Y" are open from 6:00 am until 11:00 pm, 360 days a year. The children's playground is accessible for members only and is a fenced and secured area. During the weekdays, children under the age of 12 can engage in supervised activities at the playground, for no extra fee. Additionally, there are swimming classes for children of all ages, which is also covered by the monthly membership fee. The swimming pool has been very popular with the professionals who stop by for a swimming workout before or after work. Many of the YMCA locations are very busy all day; however, the midtown "Y" is busier during the early morning and early evenings. At a recent meeting, Malia Monroe, its manager, shared her concerns about getting more people into the "Y" at other times of the day. She asked for ideas from her staff about how to do this. She also said that the city of Atlanta had reduced the "Y"'s funding for the next year by 20%. This would cause a need for the "Y" to either gain additional members or charge more per member for the annual fee. The fact that the "Y" is open from 6:00 am until 11:00 pm is most directly related to the ____ element of its marketing mix.

Distribution

Carly Brown needed to find a new company to prepare her tax return this year. Carly looked online to find information about any tax preparers in the area. She found the names and numbers of several accountants, as well as the popular H&R Block and Jackson Hewitt. Because Carly has a somewhat complicated financial situation, she decided on using an accountant rather than the two popular companies. Carly found the websites of three of the accountants, but the other two did not have websites. She visited the offices of the three accountants who had websites. The first office was in a somewhat "seedy" part of town, but had a nice interior and a receptionist. The second office was in a nicer part of town, but did not have any employees other than the accountant, and had old furniture and old carpet. The third office was all around in better condition, and Kaycee felt better about its accountant, so she decided on him. When Carly went online for information on the accountants in the area, she was most likely using ____ qualities to evaluate the accountant service.

Search