Question 1

________ means that services cannot be separated from their providers,whether the providers are people or machines.

Accepted Answer

The answer of ________ means that services cannot be separated...

Question 2

Because service quality depends on the quality of buyer-seller interaction during the service encounter,service marketers use ________ to train employees in the art of interacting with customers to satisfy their needs.

Accepted Answer

The answer of Because service quality depends on the quality...

Question 3

A ________ consists of all the product lines and items that a particular seller offers for sale.

Accepted Answer

The answer of A ________ consists of all the product...

Question 4

Manor Plaza Barber's customers have noticed that the quality of a haircut depends on who provides it as well as when,where,and how it is provided.What have the customers noticed?

Accepted Answer

Service variability refers to the fact that the quality of services can vary greatly depending on who provides them and under what circumstances, which is exactly what the customers at Manor Plaza Barber have noticed.

Question 5

The impossibility of a barber storing haircuts for later sale is an example of which of the following?

Accepted Answer

Service perishability refers to the fact that services cannot be stored for later sale or use. Unlike physical goods, services are produced and consumed simultaneously and cannot be saved, stored, or inventoried. The example of a barber not being able to store haircuts for later sale perfectly illustrates this characteristic, as the service (the haircut) must be consumed at the point of delivery and cannot be kept for future transactions.

Question 6

Product mix ________ refers to the number of different product lines the company carries.Procter & Gamble markets 250 brands organized into many product lines.

Accepted Answer

The answer of Product mix ________ refers to the number...

Question 7

The major product line decision involves ________.

Accepted Answer

The answer of The major product line decision involves ________....

Question 8

Which of the following is an example of product mix depth?

Accepted Answer

Product mix depth refers to the variations or different versions of a product within the same product line. A hamburger and a cheeseburger are variations of the same basic product (burgers), illustrating product mix depth.

Question 9

Through ________,the service firm trains and motivates its customer-contact employees and supporting service people to work as a team to provide customer satisfaction.

Accepted Answer

The answer of Through ________,the service firm trains and motivates...

Question 10

The ________ of the product mix refers to how closely related the various product lines are in end use,production requirements,distribution channels,or some other way.

Accepted Answer

The answer of The ________ of the product mix refers...

Question 11

________ means that services cannot be seen,tasted,felt,heard,or smelled before they are bought.

Accepted Answer

The answer of ________ means that services cannot be seen,tasted,felt,heard,or...

Question 12

Helene Curtis began to market shampoo for normal hair.In an attempt to increase profits and use excess market capacity,Helene Curtis then marketed shampoo for oily hair and colour-treated hair.This is an example of ________.

Accepted Answer

The answer of Helene Curtis began to market shampoo for...

Question 13

An alternative to product line stretching is ________,adding more items within the present range of the line.

Accepted Answer

The answer of An alternative to product line stretching is...

Question 14

________ means that the quality of services depends on who provides them as well as when,where,and how they are provided.

Accepted Answer

The answer of ________ means that the quality of services...

Question 15

When a company lengthens its product line beyond its current range,it is ________.

Accepted Answer

The answer of When a company lengthens its product line...

Question 16

A ________ is a group of products that are closely related because they function in a similar manner,are sold to the same customer groups,are marketed through the same type of outlets,or fall within given price ranges.

Accepted Answer

The answer of A ________ is a group of products...

Question 17

________ means that services cannot be stored for later sale or use.

Accepted Answer

The answer of ________ means that services cannot be stored...

Question 18

Berkowitz Piano Company can expand its product line in one of two common ways.Which of the following is one of those ways?

Accepted Answer

Line filling involves adding more items within the present range of the line, which is a common way for a company like Berkowitz Piano Company to expand its product line.

Question 19

Gina's Nail Salon is serious about pleasing its customers.Employees are trained to immediately and pleasantly respond to any customer complaints,and they are empowered to offer discounts and free add-ons to customers who believe they have received anything less than the best service.Gina's Nail Salon focuses on ________.

Accepted Answer

The answer of Gina's Nail Salon is serious about pleasing...

Question 20

Product mix ________ refers to the number of versions offered of each product in the line.Crest toothpaste comes in 13 varieties,ranging from Crest Multicare to Crest Baking Soda formulations

Accepted Answer