MKTG Test 2

From Class: Distribution Decisions

From the point of manufacturer to the point of use

Which of the following statements about customer contact in services marketing is false?

High-contact services are less expensive to deliver because they are typically equipment-based

From Class: Services Marketing

Intangibility, Variability, Inseparability, Perishability

From Class:Product Life Cycle

Intro- why do you need this? Growth- why my product? Maturity- more of the bells and whistles Decline- unprofitable, new products are out there

From Class: Brand Development

Line extensions, brand extensions, multi-brands, new brands

From Class: Individual Product Decisions

Product Attributes-Branding-Packaging-Labeling-Product Support Services

As Justin works on the prototype of a new action-oriented computer game, he is engaging in which phase of the new-product development process?

Product Development

From Class: Why do we need stores?

Store as a destination becomes and experience- a place to augment the brand, limitless range, empowered store employees to connect with customers, tech. as an enabler of the store experience

With respect to retailing, what is the "party plan"?

a consumer acts as a host and invites friends to view merchandise in a group setting where a salesperson demonstrates the products

The three major ways to modify a product include

aesthetic, quality, and functional changes

From Class: What is a Product?

anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a want or need

Client-based relationships are least likely to be developed by

appliance repairmen

From Class: Brand Positoning

attributes, benefits

From Class: Intangibility

billboard with doctor on it for healthcare

From Class: Marketing Channels

businesses and people moving products

A university's student body would be considered its _____ public and parents, alumni, and trustees would be included as its ______ public.

client, general

Many services base their success on building a group of satisfied customers who use their services on a regular basis over a long period of time. This critical component of success is referred to as

client-based relationship

The ability of a product to provide the same level of quality over time is called

consistency

The intangibility aspect of a service means that

consumers may have a problem evaluating service offerings

The necessary interaction between service provider and customer that allows a service to be delivered is called

customer contact

From Class: Augmented Product

delivery and credit, product support, warranty, after sale service

Client-based relationships are most likely to be developed by

doctors

From Class: Store as a destination becomes an experience

example: Burberry, everything that is online is in the store as well, amazon

Julianne is planning her upcoming wedding later this year. She had made a list of all the expenses which will be required for the wedding she had planned. Which of the following is not one of the service products associated with Julianne's wedding?

flowers for the church

When Conair adds an electrical component that automatically shuts off its curling irons when they have been left on for more than an hour. This improvement would best be classified as a

functional modification

From Class: Value of Branding to Sellers

identifies and differentiates products, helps in the introduction of new products, facilitates promotion, fosters the development of brand loyalty

From Class: Convenience Consumer Products

inexpensive, frequently purchased, batteries, chips

Personal trainers cannot complete their work without their clients present because of the _____ feature of services.

inseparability

Symbols such as the Travelers' Financial Services umbrella are designed to help customers overcome the _____ of services.

intangibility

From Class: Limitless Range

local fulfillment orders, inventory of actual store bought online, pick up today in store, ikea and whole foods expanding like this

From Class: Brand Sponsorship

manufacturers brand, private brand, licensing, co-branding

From Class: Industrial Products

material and parts, capital items, supplies and services

Product deletion can best be described as the process of deleting a product from the product mix when it

no longer satisfies a sufficient number of customers

From Class: Speciality Consumer Products

only avaliable few places, Rolex

Any service provider that offers time-sensitive services receives most of its revenue during

peak demand

A brand manager in a multiproduct firm would be responsible for

performance of a specific brand

Kate, owner of K's Tanning Salon, looks at the day's appointment schedule and notices that it is completely full. She wishes some of the empty tanning beds from earlier in the week were avaliable on this Saturday afternoon. Kate's problem deals with the _____ characteristic of services.

perishability

From Class: Four Simple Steps to Any Sale from the Mulitview guy

say hello, what do you need, tell them what you have, ask them if they want it

Jack gets a shopping list from his wife. On the list are a potted plant, fresh salmon, motor oil, bread, milk, and a birthday cake. To make just one stop to save time, Jack should go to a

supermarket

A suggested approach to deleting products, in which each product is evaluated periodically to determine its impact on the overall effectiveness of the firm's product mix, is called

systematic review

Although it has a strong customer base, Sato Japanese Restaurant rarely attracts customers by methods other than word-of-mouth communication. The manager believes this can be explained by the restaurant's location in a rough area in the city and its run-down appearance. In other words, potential customers are most concerned about

tangibles

When products are presented to television viewers, who can purchase them by calling a toll-free number and paying with a credit card, ______ is being used.

television home shopping

Tutors, attorney's, and consultants are most likely to price their services based on ____, while auto repair, hair styles, and house painters are likely to price their services based on _____.

time, functions performed

From Class: Actual Product

brand name, quality level, packaging, design, features, core customer value

Karen has been a buyer for Ocean Mist, a large cranberry processor, for several years. Believing that she knows a great deal about cranberries, their growers, and processors, she decided to go into business for herself, Karen wants to assume no risks of spoilage or price fluctuations. She sees herself as simply bringing the growers and processors together. Her new company would be a

broker

From Class: Brand Name

selection, protection

From Class: Strategy Insight

Exemplary out-of-the-box customer service, innovative cutting-edge services, value-added (revenue producing) services, service culture that differentiates (disney)

Josh tells the loan officer at First Bank and Trust that Clarksville really needs a store that offers high-quality fishing gear to enthusiasts and provides the service and advice that many people want. No other store in the area seems to provide this combination, Josh is trying to use _____ to support his request for a loan to start such a retail operation.

Retail Positioning

From Class: Unsought Consumer Products

dont think about purchasing these goods until you need to, emergency services, house payments

From Class: Value of Branding to Buyers

helps speed consumer purchases, provides a form of self expression, reduces the risk of purchase

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

heterogeneity

Services have six basic characteristics, intangibility, inseparability of production and consumption, perishability, client-based relationships, customer contact, and _____.

heterogenelty

Outback Steakhouse wants to expand its line of food products. The managers sent surveys to customers to determine which food items would appeal to them. Outback is currently in the ____ phase of new-product development.

idea generation

The primary advantage of automatic vending as a form of retailing is that

it eliminates the need for sales personnel

Victor thinks that a Lexus coupe is a quality vehicle, yet compared to Mercedes Benz, he feels the quality of Lexus is not as high. This demonstrates that the dimensions of _____ is relative or difficult to describe without a basis of comparison.

level of quality

If the manufacturer of Cool Whip were to introduce a chocolate flavored Cool Whip and still continue to produce all of its other Cool Whip products, this would be an example of

line extension

Category killers compete primarily on the basis of

low prices and enormous product availability

From Class: Shopping Consumer Products

more effort, more brand loyalty, levis blue jeans, more money

When a theater entices customers to see movies during the daytime by offering tickets at a reduced price, it is trying to solve the services marketing problem of

off-peak demand

A shopping center containing a Macy's, Sears, and JCPenney as well as dozens of specialty shops, restaurants, and entertainment is most likely a

regional shopping center

From Class: How to Handle Objections from the Mulitview guy

repeat the objection, ask if you can answer that objection then would they change their choice

When service companies change high-contact services into low-contact services, the

service becomes less personalized

The continuum of tangibility goes from _____ on one end to _____ on the other end.

service-dominant products, good-dominant products

From Class: ALDI

started in germany, 9th largest retailer in the world, #1 discount grocery retailer, people first, want people with experience, 80k for district manager, 1400 items, way less than HEB/Walmart, they are a retailer and distributor, Just-in-time deliveries, cash and debit only

From Class: Empowered Store Employees to connect with customers

the companys #1 asset are their employees to help serve their customers

Which of the following is not a factor used to classify wholesalers?

the price range of the products carried by the wholesaler

From Class: Buzz Marketing

things that blow up on social media almost randomly.....the blue/black gold/white dress

From Class: We ask questions for two reasons from the Mulitview guy

to find out information, to get the consumer invested

From Class: Variability

want zero defects need quality standards

From Class: Six things that taught Rudyard Kipling everything he Knew from the Mulitview guy

who, what, when, where, how, and why

A functional and psychological picture in the consumer's mind of a retail store is called

store image

From Class: Supply Chain Management

supply to the manufacturing process, critical for customer satisfaction, distribution is about 1/2 of marketing costs

From Class: Technology as an enabler of the store experience

tablet as POS device, visual style ordering boards like Mc Donalds

From Class: What does "omnichannel" mean?

the seamless coverage of digital and store, 1 cohesive, unified experience within a brand, 89% of retailers have not synchronized their shipping experience because of the cost and skills gap with older employees