Marketing 4500 Final Exam 50 Questions with Complete Solutions Educating customers on how to make good choices and/or how to use a service product is a marketing response to which aspect of services? - Correct Answer 1.) Customer may be involved in co-production.
2.) Services are often difficult to visualize and understand.Customers being turned down or having to wait is an implication of which aspect of services? - Correct Answer Most services cannot be inventoried.On a continuum ranging from "easy to evaluate" (left) to "difficult to evaluate" (right), most services tend to be located... - Correct Answer Somewhere from the center to the right as they are high in experience and credence attributes.Service firms have reservation systems because... - Correct Answer Most services cannot be inventoried.On a continuum ranging from "easy to evaluate" (left) to "difficult to evaluate" (right), most physical goods tend to be located... - Correct Answer Somewhere towards the left of the continuum as they are high in search attributes.According to the servuction system (Uber), - Correct Answer 1.) The Service delivery system of Uber includes User interface, Drivers, and Other customers.
2.) The Service operations system of Uber includes User interface, Drivers, and Algorithm.Cognitive control refers to... - Correct Answer The customer understanding why something happens and knowing what will happen next. (ex. Customer request to know why a flight was delayed.Behavioral control means... - Correct Answer The customer can change the situation and asks for customization beyond what the firm typically offers. (ex. Customer requests to change ingredients of a drink.) Decisional control means... - Correct Answer The customer can choose between two or more standardized options, but without changing either option. (ex. Customer requests to change tables.) 1 / 2
What are the components of market analysis? - Correct Answer 1.) Examine the attractiveness of overall market segments within.
2.) Examine market size, market growth, margins and profit potential, demand levels, demand trends, and geographical location of demands.Four principles of writing a good positioning statement: - Correct Answer 1.) Target audience 2.) Frame of reference 3.) Point of difference 4.) Reason to believe Point of Difference refers to... - Correct Answer The most compelling benefit offered by the brand that stands out from its competition.Reason to Believe refers to... - Correct Answer Proof that the brand can deliver the benefits as promised.Safekeeping (classified as an enhancing service) involves keeping customers' possession's safe.
Safekeeping includes caring for: - Correct Answer 1.) Child care/pet care
2.) Parking for vehicles/valet 3.) Coat rooms 4.) Baggage Handling 5.) Storage space and safes 6.) Security personnel Consultation (an enhancing service) involves... - Correct Answer Examining customer requirements and developing a tailored solution in response. (ex. J. Crew private shopping service/Apple shop with specialist) Core products... - Correct Answer Do not need to have all eight supplementary elements.People processing and high contact services have... - Correct Answer More supplementary services.Individuals with higher confidence and knowledge about a service are more likely to... - Correct Answer Use impersonal and self-service channels.
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