Question 1

McAfee has antivirus products designed for its consumer and enterprise segments.However,the corrupted data and quality assurance problem affected all market segments.Which of the following seems a likely reason?

A) standardized components
B) research & development
C) Windows XP
D) package uniformity
E) mass customization

A
In this case,the standardized components would be lines of code and the problem McAfee caused its customers is due to how product lines allow a firm to use standardized components to reduce costs.

Accepted Answer

In this case,the standardized components would be lines of code and the problem McAfee caused its customers is due to how product lines allow a firm to use standardized components to reduce costs.

Question 2

For home users,McAfee's antivirus program would be called a specialty product.

Accepted Answer

McAfee's antivirus program is targeted towards home users and provides specialized security services, making it a specialty product.

Question 3

Although relatively few customers experienced the blue screen of death that afflicts a stricken Windows computer,the real harm done was to McAfee's brand equity.

Accepted Answer

The statement suggests that while the blue screen of death issue may have affected some customers, the greater damage was to McAfee's brand equity.

Question 4

The 36-hour delay in responding to the defective security upload on the part of McAfee's executive vice president is __________.&#10;A) the gap between the service that customers receive and the service they want&#10;B) doing &#34;whatever it takes&#34; to stay in business&#10;C) an external communication gap&#10;D) the inability of management and employees to do what needs to be done&#10;E) all of the above

Accepted Answer

Even if the McAfee VP needed time to assess what had caused the botched upload,the clients clearly perceived that a more immediate response was needed.

Question 5

The remedies that McAfee took to placate subscribers impacted by its failure in quality control were intended to __________.&#10;A) reposition its virus program as reliable&#10;B) improve an existing product&#10;C) investing in brand loyalty&#10;D) ultimately protect its brand equity&#10;E) address each gap in the gap model

Accepted Answer

The gap model provides a number of scenarios that can be problematic when management underestimates the expectations of its customers.

Question 6

What kind of protection best describes McAfee's response to those customers inconvenienced by its software update?&#10;A) express warranty&#10;B) implied warranty&#10;C) free repairs of computers&#10;D) subscription extensions&#10;E) limited warranty

Accepted Answer

Given the way McAfee addressed problems on a case-by-case and did not challenge computer users,the company abided by an implied guarantee and did what was necessary to make its customers whole.

Question 7

The McAfee antivirus program illustrates what aspect of the classic definition of a product?&#10;A) A product need not be delivered in a package.&#10;B) A product includes both its favorable and unfavorable characteristics.&#10;C) A product is an item in a product line.&#10;D) A product consists of the equity it produces.&#10;E) A product is anything that satisfies an individual's personal wants.

Accepted Answer

A product may be defined as everything,both favorable and unfavorable,that a person receives in an exchange.

Question 8

Antivirus software is a membership service.

Accepted Answer

Antivirus software is typically sold as a subscription-based service, where users pay an annual fee to receive ongoing updates and protection against new threats. This model allows the software to be updated regularly to safeguard against evolving threats and ensure continued effectiveness.

Question 9

McAfee's problem was exacerbated because it was a global brand.

Accepted Answer

McAfee was a global brand and had customers and operations across multiple countries, which made the fallout from the scandal more widespread and damaging.

Question 10

Perhaps more than any other product or service,antivirus software is subject to the following-almost on a daily basis.&#10;A) quality assurance&#10;B) planned obsolescence&#10;C) product modification&#10;D) functional modification&#10;E) perishability

Accepted Answer

Quality modification is necessary to ensure and change a product's dependability and durability.

Deck 49: McAfee Virus Protection Update Crashes Computers Worldwide