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BUSML 3250 - Chapter 8 Exam Questions and Answers
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BUSML 3250 - Chapter 8 Exam Questions and Answers
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BUSML 3250 - Chapter 8 ExamQuestions and Answers
Consumer product - Answer-product bought by final consumers for personal
consumption
Convenience product - Answer-consumer product that customers usually buy
frequently, immediately, and with minimal comparison and buying effort
Shopping product - Answer-consumer product that the customer, in the process of
selecting and purchasing, usually compares on such attributes as suitability, quality,
price and style
Specialty product - Answer-consumer product with unique characteristics or brand
identification for which a significant group of buyers is willing to make a special
purchase effort
Unsought product - Answer-consumer product that the consumer either does not know
about or knows about but does not normally consider buying
Industrial product - Answer-product bought by individuals and organizations for further
processing or for use in conducting a business
Product quality - Answer-characteristics of a product or service that bear on its ability to
satisfy stated or implied customer needs
Service intangibility - Answer-services cannot be seen, tasted, felt, heard or smelled
before they are bought
Service inseparability - Answer-services are produced and consumed at the same time
and cannot be separated from their providers
Service variability - Answer-quality of services may vary greatly depending on who
provides them and when, where and how they are provided
Service perishability - Answer-services cannot be stored for later sale or use
Service profit chain - Answer-chain that links service firm profits with employees and
customer satisfaction
Internal marketing - Answer-orienting and motivating customer-contact employees and
supporting service employees to work as a team to provide customer satisfaction
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