RPTM 410 EXAM 1 Question and answers verified to pass
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Module
RPTM
Institution
RPTM
RPTM 410 EXAM 1 Question and answers verified to pass RPTM 410 EXAM 1
Understand primary sector, secondary sector, and tertiary sector of the economy - correct answer primary is agriculture/extracting raw materials secondary produces goods like factories and tertiary is the services being of...
RPTM 410 EXAM 1
Understand primary sector, secondary sector, and tertiary sector of the
economy - correct answer ✔primary is agriculture/extracting raw materials
secondary produces goods like factories and tertiary is the services being
offered to consumers
Know the definition of service; the definition of marketing - correct answer
✔Service: economic activities which bring about desired results to recipients,
objects, or other assets
Marketing: Integrating effective strategic, operational and communication
concepts and practices that are driven by various people that influence an
agency and practiced by everyone within an agency
The two main characteristics of service - correct answer ✔no change of
ownership and create intangibles
Four categories of service and be able to give examples - correct answer
✔1. People-processing: hairstylist
2. Possession-processing: Laundry service
3. Mental Stimulus Process: Education
4. Information process: Accounting
Four characteristics of services - IHIP - correct answer ✔Intangibility
Heterogeneity
Inseparability of production and consumption
Perishability of output
, The 7Ps of service marketing; 4P + 3P - correct answer ✔4 P's: Product,
Place, Price, and Promotion
3 P's: Process, People, Physical Environment
Understand service profit chain (the three major parts) - correct answer
✔Internal-->Service Concept-->External
The three stages of service consumption - correct answer ✔Pre-purchase
stage--> Service Encounter Stage--> Post encounter stage
The three triggers of needs - correct answer ✔Unconscious minds, physical
conditions, external sources
What are the evoked set and consideration set in information research? -
correct answer ✔Evoked set: products coming to mind
Consideration set: alternatives evaluated
What are search attributes, experience attributes and credence attributes -
correct answer ✔Search: articulated and quantified
Experience: attributes cannot be evaluated
Credence: impossible to evaluate confidently even in after purchase and
consumption
Understand the calculation of multi-attribute model - correct answer ✔Adding
up the columns then dividing to receive average
What are desired service, zone of tolerance, and adequate service - correct
answer ✔Desired service: Ideals and best you can get
Zone of tolerance: is the in between
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