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1. (Page. 4) In the’ simplest terms, are deeds, processes an’d performances.
A. Attributes
B. Experiences
C. Services
D. Goods
E. Benefits
DIF: Easy
2. (Page. 4) The’ maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers
an’d microwaves is an example of a(n) .
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
DIF: Easy
3. (Page. 4) When Heather goes t.o the’ local gym, she has a personal trainer who helps make
sure she is using the’ equipment correctly. The’ personal trainer is an example of a(n):
A. Service
B. Experience
C. Attribute
D. Good
E. Benefit
DIF: Easy
1-1
,Test Bank for the textbook 2
4. (Page. 4) Many people when they go on vacation are choosing t.o leave their dogs in posh pet
resorts that offer a variety of activities for’ the’ dogs, such as swimming pool frolics, nature walks
an’d hayrides. Dog owners are paying $17 per night for’ basic boarding at the’ pet resorts an’d
up t.o an additional $20 for’ the’ other activities, which would be collectively classified as:
A. Goods
B. Values
C. Services
D. Satisficers
E. Attributes
DIF: Easy
5. (Page. 6) is a key determinant of whether a product offering should be classified as a
product or a service.
A. Physicality
B. Audience passivity
C. Tangibility
D. Perception
E. Abstraction
DIF: Easy
6. (Page. 4) Which of the’ following is an intangible component of a car repair shop?
A. Replacement parts
B. Employee uniforms
C. Barrel for’ storing recyclable motor oil
D. The’ training the’ mechanic has received
E. Customer waiting area
DIF: Easy
1-2
,Test Bank for the textbook 3
7. (Page. 4) Which of the’ following is an example of a tangible component provided by a hotel?
A. Wake-up call
B. Guest rooms
C. Room service
D. Express check-out
E. Guaranteed reservations
DIF: Easy
8. (Page. 3, 11) Which of the’ following is NOT an example of a service business?
A. Amusement park
B. Hotel
C. Bank
D. Department store
E. Soft drink bottler
DIF: Easy
9. (Page. 17) Extron Electronics makes coaxial cables for’ connecting computers t.o all types of
peripheral devices like printers, modems an’d fax machines. For’ the’ benefit of its customers,
Extron provides a laminated card with pictures of all the’ possible cable connections that a
customer could need. With this card, a customer can order from’ one t.o any number of
connectors with as many feet of cable as is needed. Orders can be placed using a toll-free number,
a fax number or an e-mail address. Company reps are also available 24-hours a day in case the’
customer is not sure which drawing on the’ card matches his or her needs. Orders are shipped
within 48-hours of receipt. If a customer is not completely satisfied with his or her order, Extron has
a 100 percent satisfaction guaranteed return policy. Which of the’ following trends that has
influenced the’ development of services marketing concepts an’d strategies as illustrated by
Extron's focus on customer service?
A. The’ increasing importance of service industries t.o the’ U.S. an’d world economies
B. The’ increase of government regulation of service industries
C. The’ growth in information-based technology
D. Increased competition in professional services
E. Manufacturing firms are placing increased emphasis on providing services
DIF: Medium
1-3
, Test Bank for the textbook 4
10. (Page. 7) Which of the’ following trends has directly influenced the’ development of services
marketing concepts an’d strategies?
A. The’ decreasing importance of service industries t.o the’ U.S. an’d world economies
B. The’ growth in information-based technology
C. Decreased competition in professional services
D. The’ fact that manufacturing firms are placing increased emphasis on providing services
E. None of the’ above
DIF: Medium
11. (Page. 8) On his way t.o work today, Terry saw a billboard for’ a physician's group that specialized
in vascular surgery. In his local newspaper there was a full-page ad for’ a medical clinic that
performed similar surgery. Then in his mail, he got a brochure from’ yet another medical clinic
asking him if he wanted t.o get rid of ugly varicose veins. Which trend that influenced the’
development of services marketing concepts an’d strategies is illustrated here?
A. The’ increasing importance of service industries t.o the’ U.S. an’d world economies
B. The’ increase of government regulation of professional service industries
C. The’ growth in database marketing
D. Increased competition in professional services
E. Professional firms are placing increased emphasis on providing services
DIF: Easy
12. (Page. 10) Which of the’ following statements about services is true?
A. A service economy produces services at the’ expense of other sectors
B. Service jobs are low paying an’d menial
C. Service production is labor intensive an’d low in productivity
D. Service is a necessary evil for’ manufacturing firms
E. The’ skills needed for’ managing services differ from’ those used for’ managing
manufacturing businesses
DIF: Easy
1-4
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