Question 1

Which of the following is a unique characteristic of services?

Accepted Answer

Intangibility is a unique characteristic of services, meaning that services cannot be seen, touched, or felt like physical products.

Question 2

Which of the following is a means of managing variability?

Accepted Answer

Selection, training, and rewarding of staff are effective means of managing variability by ensuring that the organization hires and develops employees who are capable of performing consistent, high-quality work. Devaluation systems, on the other hand, may address quality issues but are not a proactive approach to managing variability.

Question 3

The pricing of services provided by non-profit organizations tends to follow the guidelines applicable to profit-orientated pricing.

Accepted Answer

Non-profit organizations often have different pricing strategies than profit-oriented businesses. They may offer sliding scales or subsidies to clients who cannot afford their services, and may also receive funding from grants or donations that can offset costs. Therefore, their pricing may not necessarily follow traditional profit-oriented pricing guidelines.

Question 4

_______ marketing is a term that is used to describe efforts, mainly used by public service organizations to encourage positive social change e.g. healthy eating, reduced cigarette and alcohol consumption etc.

Accepted Answer

Social marketing is specifically designed to change social behaviors and benefit the target audience and the broader society, rather than to benefit the marketer. It's often used by public service organizations to promote healthy, safe, and environmentally responsible actions.

Question 5

Like most services, distribution systems for many non-profit organizations are long.

Accepted Answer

Non-profit organizations often have varied distribution systems, some of which may be short and direct, especially if they are distributing services or goods directly to their beneficiaries without extensive intermediaries.

Question 6

Public sector non-profit organizations are subject to considerable public scrutiny, due to the fact that they are publicly funded from ________.

Accepted Answer

Public sector non-profit organizations are publicly funded from taxes. This is why they are subject to considerable public scrutiny, as taxpayers have a right to know how their money is being used. Rates and GDP are not directly related to funding non-profit organizations, and inflation is a general increase in prices of goods and services in an economy, which is not specific to funding of non-profit organizations.

Question 7

Which of the following is a characteristic of perishability?

Accepted Answer

All of the above are characteristics of perishability. Perishability refers to the inability to store or inventory goods or services, therefore the consumption cannot be stored for future use, there is a need to match supply and demand, and a service cannot be stored and sold later.

Question 8

Some non-profit organizations see their role as not only meeting the current needs of their customers, but also educating them in terms of _______.

Accepted Answer

Non-profit organizations often take on the responsibility of not only providing services to their beneficiaries but also educating them on various issues. This can include introducing new ideas and concepts, promoting cultural developments, and raising social awareness. Therefore, the best choice is D, which includes all of these issues.

Question 9

When non-profit organizations are communicating to the public, the focus is on producing a positive assessment of the organization and reducing the perceived _______ of the donation so that donors develop trust and confidence in the organization.

Accepted Answer

The sentence mentions reducing the perceived "risk" of the donation, implying that there may be a potential negative consequence to donating. Therefore, choice C, "risk," is the best answer.

Question 10

The two broad groups that non-profit organizations serve are clients and ________.

Accepted Answer

Non-profit organizations serve two main groups: clients and donors. Clients are those who benefit from the organization's services, while donors are individuals or entities that provide financial or other forms of support to the organization.

Question 11

Commercial marketing techniques such as consumer research, segmentation and marketing mix development have an important place in non-profit marketing.

Accepted Answer

Non-profit organizations also need to understand their target audience, segment them based on their needs and preferences, and develop marketing strategies to effectively communicate their message and encourage action. Therefore, commercial marketing techniques are applicable and valuable in non-profit marketing as well.

Question 12

Which of the following is not an implication of intangibility?

Accepted Answer

Intangibility does not necessarily imply that pricing is straightforward. In fact, pricing for services can be complex and variable based on factors such as customer demand, competition, and perceived value. The other options are all implications of intangibility; services cannot be inventoried, easily communicated, or owned.

Question 13

Marketing _______ has an important role to play in the marketing of political parties, as by keeping in touch with public opinion, political parties have the information to differentiate themselves from their competitors on issues that are important to voters,

Accepted Answer

Research plays an important role in understanding public opinion and identifying issues that are important to voters, which allows political parties to differentiate themselves from their competitors. The other options (mix, planning, portfolios) are not directly related to understanding public opinion and identifying issues.

Question 14

Non-profit organizations need to satisfy the needs of both donors and clients. Their donors may be individuals, companies or _______.

Accepted Answer

Non-profit organizations may also receive funding or grants from government bodies in addition to donations from individuals or companies. Patients and beneficiaries are typically the clients or recipients of services provided by the non-profit organization, rather than the sources of funding. The term "audiences" may be applicable if the non-profit organization provides educational or cultural programming, but it is not as common as the other options for sources of funding.

Question 15

Measuring success in non-profit organizations is easier than in the for-profit sector.

Accepted Answer

Measuring success in non-profit organizations can be more challenging than in the for-profit sector, as success is often measured by social impact and fulfilling the organization's mission rather than just financial profits. Non-profit organizations may also have multiple stakeholders with different expectations of success, making it harder to determine a clear definition of success.

Question 16

Non-profit organizations are uninterested in income.

Accepted Answer

Non-profit organizations may not be focused on making a profit for themselves, but they still typically rely on income in order to operate and fulfill their mission. This income can come from donations, grants, fundraising events, or other sources.

Question 17

Public _______ have an important role to play in generating positive word-of-mouth and establishing the identity of many non-profit organizations.

Accepted Answer

Public relations are crucial for non-profit organizations as they help in generating positive word-of-mouth and establishing the organization's identity through communication strategies and media outreach.

Question 18

Which of the following is a solution to the challenge of intangibility?

Accepted Answer

The answer of Which of the following is a solution...

Question 19

Which of the following statements is true?

Accepted Answer

Services are mainly intangible in nature, which means they cannot be touched, felt or seen like products. However, some services may have some tangible elements such as a hotel room or a restaurant meal, but the overall experience of the service is still primarily intangible.

Question 20

Donors may judge which charity to give to on the basis of _______.

Accepted Answer

All of the factors listed can impact a donor's decision to give to a charity. Donors may consider the awareness and reputation of the charity, as well as the perceived worthiness of the cause. They may also want to ensure that the funds they donate are being used efficiently and won't be wasted on excessive administration. Ultimately, a combination of these factors is likely to be important in shaping donor decisions about where to give their money.

Quiz 7: Value Through Services, Relationships and Experiences