Deck 12: Products and Services for Consumers

Question 1

Even though most companies claim high performance quality when a product leaves the factory,the factory is still the place where most products are damaged in global marketing.

Answer 1

False

Question 2

The method used to communicate the idea is one of the three variables which affect the rate of diffusion of a product.

Answer 2

True

Question 3

Though quality is always important in the consumer's mind,they,in general,do not expect it to be a given.

Answer 3

False

Question 4

An important first step in adapting a product to a foreign market is to determine the degree of newness as perceived by the intended market.

Question 5

The element of time is what differentiates diffusion (i.e.,diffusion of innovations)from other types of communication research.

Question 6

One of the core components in the product component model is the product platform.

Question 7

Strictly speaking from a marketing point of view as well as from a definitional view,a product is a physical item.

Question 8

Quality can be defined on two dimensions: market-perceived quality and performance quality.

Question 9

If a new product has the trait of relative advantage,it is guaranteed success in the marketplace.

Question 10

The European Commission (EC)mandate requires a product to be evaluated from manufacturing to disposal.

Question 11

Global collaboration as a source of innovative ideas is now being referred to as "open innovation."

Question 12

From a sociological point of viewpoint,any idea perceived as new by a group of people is an innovation.

Question 13

One of the three variables,which affect the rate of diffusion of a product,is the product's degree of perceived newness.

Question 14

The newness of a product or brand introduced can be an important competitive advantage.

Question 15

Most of the new ideas associated with the Internet are being produced in Europe because of the number of Internet users on the continent.

Question 16

The process by which a new product spreads throughout a society is called the product life cycle.

Question 17

Green marketing is the term frequently used to identify a marketer's efforts to reduce its dependency on U.S.dollars as the standard for international exchange.

Question 18

The perceived attributes of the innovation is a variable which affect the rate of diffusion of a product.

Question 19

Quality is measured in many industries by objective third parties.

Question 20

In many countries the term product homologation is used to describe the changes mandated by local product and service standards.

Question 21

In many countries the term product __________ is used to describe the changes mandated by local product and service standards.

A)homophily
B)homologation
C)homogenization
D)clustering
E)adaptation

Question 22

The packaging component of the product component model contains the physical product and all its design and functional features.

Question 23

A product is more than a physical item.It is also characterized as being:

A)an essential on which all life depends.
B)the beginning of the refuse cycle.
C)a bundle of satisfactions that the buyer receives.
D)service-related.
E)a source of global harmony.

Question 24

___________ marketing is a term used to identify concern with the environmental consequences of a variety of marketing activities.

A)Green
B)Envo
C)Naderism
D)Socialist
E)Planet

Question 25

McDonald's has just required that all of its paper packages that are used to contain its food products be biodegradable,contain no harmful inks,and be recyclable whenever possible.This would be an example of which of the following marketing strategies?

A)envo-marketing
B)planet marketing
C)socialist marketing
D)green marketing
E)political marketing

Question 26

If you were looking for information and strategies on a product's brand name,you would find it under the packaging component of the product component model.

Question 27

A product may have to change in a number of ways to meet the physical or mandatory requirements of a new market (i.e.,the new market's local product and service standards).Which of the following terms is used globally to describe this change process?

A)homophily
B)homologation
C)homogenization
D)clustering
E)co-adaptation

Question 28

Literacy rates and educational levels in our increasingly technological world have reached a point where manufacturers of international products can generally put out standardized product instructions.

Question 29

Though most products leave the factory at performance quality the products are often received by a consumer in a less-than-perfect condition.This situation is usually attributable to which of the following?

A)damage during distribution processing
B)damage by irate workers
C)damage because of environmental factors
D)damage because the product was not really made that well after all
E)damage during by auto-inspection tools

Question 30

Consumer services are distinguished by four unique characteristics--intangibility,inseparability,homogeneity,and longevity.

Question 31

The vast majority of services enter foreign markets by licensing,franchising,or direct investment.

Question 32

Brand image is at the very core of business identity and strategy.

Question 33

One of the consistencies that marketers can look forward to when marketing products abroad is that (in general)almost all labeling laws worldwide are essentially the same.

Question 34

Quality can be defined on two dimensions,_____________ and _______________ quality.

A)cost;promotional
B)implied;competitive
C)service;strategic
D)market perceived;performance
E)factor;resource

Question 35

A well-known baby-food producer that introduced small jars of baby food in Africa complete with labels featuring a picture of a baby experienced the classic example of misinterpreted symbols--consumers thought it was ground-up babies in a jar.This would be an example of a problem with the packaging component in the product component model.

Question 36

According to the text it has been reported that consumers in "Eastern" cultures are more likely to understand and appreciate brand extensions because of their more holistic thinking than consumers in "Western" cultures with their more analytical thinking patterns.

Question 37

Market-perceived quality and performance quality are both dimensions of the definition of:

A)a product.
B)a service.
C)quality.
D)cost control.
E)ISO standards.

Question 38

The support services component of the product component model contains such items as repair and maintenance and warranties.

Question 39

Which of the following countries or organizations requires that packaging material through all levels of distribution,from manufacturer to consumer,be recycled or reused?

A)the United States
B)the European Commission (EC)
C)NAFTA
D)Australia/New Zealand
E)WTO

Question 40

Increasingly complementary products must be considered in the marketing of a variety of high-tech products.

Question 41

Mark Harmon has found that using his new digital camera is a snap.He did not even have to read the instruction manual to determine how to turn the camera on,snap a digital picture,and export the picture to his computer.The signs (symbols)on the camera body made it very clear what he was to do to achieve digital photography success.Which of the following characteristics of Mark's "new product" made it easy for him to begin his digital experience?

A)relative advantage
B)compatibility
C)complexity
D)trialability
E)observability

Question 42

According to Everett Rogers,the goal of the diffusion researcher and the marketer are to shorten the time lag between:

A)the time that a product is made and the time that retailers place the product in inventory.
B)the time that a budget is constructed and the time needed funds reach communication channels.
C)the time that an investment is made and the time that a profit is turned.
D)introduction of an idea or product and its widespread adoption.
E)introduction of an idea or product and when revisions can be made.

Question 43

From a sociological viewpoint,any idea perceived as new by a group of people is:

A)a product with great potential.
B)an innovation.
C)automatically up against resistance.
D)a taboo in most countries.
E)dismissed as a novelty.

Question 44

Which of the following is considered to be one of the extraneous variables that effect the rate of diffusion of an object?

A)the use of the internet in the diffusion process
B)the age appearance of the innovation
C)the number of marketing personnel dedicated to diffusion
D)the method used to communicate the idea
E)the shelf live of the diffusion object

Question 45

Which of the following is not one of the Everett Rogers crucial elements in the diffusion of new ideas?

A)an innovation.
B)communication through certain channels.
C)new ideas are communicated over time.
D)new ideas are sent to members of a social system.
E)new ideas are automatically placed in an incubation zone.

Question 46

Veronica's research indicates consumers in the targeted country perceive little marginal value from new product relative to the old product.Her company's product has a small _________________.

A)relative advantage.
B)compatibility.
C)complexity.
D)trialability.
E)observability.

Question 47

Which of the following does NOT illustrates how products (product concepts)have been rejected by cultures because they did not meet the norms,values,or behavior patterns of the culture?

A)many financial services in Muslim countries.
B)body jewelry in Japan.
C)pork and pork products in Scotland.
D)filter cigarettes in Asia.
E)whiskey and beer in Ireland.

Question 48

Ingrid is developing promotional materials and product demonstrations to easily communicate the benefits of her cleaning products.Ingrid is trying to enhance the ______________ of her products.

A)relative advantage.
B)compatibility.
C)complexity.
D)trialability.
E)observability.

Question 49

Innovative product ideas reach markets with varying rates of diffusion based on the time variable.All of the following are actual examples of this phenomenon EXCEPT:

A)microwave ovens took 20 years to catch on in the United States.
B)the contraceptive pill took only a few years to be accepted in the United States.
C)modern math took only about five years to be diffused through the U.S.school systems.
D)the idea of kindergartens took nearly 50 years to gain total acceptance in the United States.
E)Color televisions were available in 1949 but not widely accepted in the market until 1985.

Question 50

Simone Francis is a specialist in product design.She is responsible for a product's aesthetic as well as functional appearance.With respect to the product component model shown in the text,in which of the following component categories would Simone's talents most likely be used?

A)core component
B)support services component
C)packaging component
D)functional component
E)global component

Question 51

The process by which an innovation spreads is called:

A)the innovation cycle.
B)the product life cycle.
C)the diffusion process.
D)the fashion curve.
E)the product curve.

Question 52

Fiona asked her product manager for samples to give to potential consumers in Madrid,her new European market.Fiona is trying to reduce the degree of economic and/or social risk,or ________________ associated with product use.

A)relative advantage.
B)compatibility.
C)complexity.
D)trialability.
E)observability.

Question 53

The success of a firm taking inventions to market can be stated as __________.

A)conversion ability
B)marketability
C)innovative concepts
D)idea generation
E)competitve advantage

Question 54

An important first step in adapting a product to a foreign market is to determine:

A)the degree of newness as perceived by the intended market.
B)the cost of the adapted product in the foreign market.
C)the advertising parallels with the domestic market.
D)the ability of a sales force to sell the product.
E)the match to religious doctrine(s)in the foreign country.

Question 55

The product platform,design features,and functional features are all found in which of the following components of the product component model used in the text?

A)core component
B)support services component
C)packaging component
D)functional component
E)global component

Question 56

Installation,repair and maintenance,deliveries,and warranties are all found in which of the following components of the product component model used in the text?

A)core component
B)support services component
C)packaging component
D)functional component
E)global component

Question 57

Carolyn is interested in marketing her company's diet products in Asia.She is studying what acceptable behavior,norms,and values in Asian markets.Carolyn is studying ___________________.

A)relative advantage.
B)compatibility.
C)complexity.
D)trialability.
E)observability.

Question 58

Which of the following is considered to be one of the extraneous variables that effect the rate of diffusion of an object?

A)the use of the internet in the diffusion process
B)the age appearance of the innovation
C)the number of marketing personnel dedicated to diffusion
D)the shelf live of the diffusion object
E)the perceived attributes of the innovation

Question 59

Which of the following is considered to be one of the extraneous variables that effect the rate of diffusion of an object?

A)the use of the internet in the diffusion process
B)the degree of perceived newness
C)the age appearance of the innovation
D)the number of marketing personnel dedicated to diffusion
E)the shelf live of the diffusion object

Question 60

Which of the following variables is known to affect the rate of diffusion for a product or an idea?

A)the method used to communicate the idea
B)the manufacturer's price of the innovation or product
C)the use of the Internet in the diffusion process
D)the physical packaging of the innovation or product.
E)the time period allowed for incubation.

Question 61

How do the vast majority of services enter a foreign market?

A)exporting
B)importing
C)licensing,franchising,or direct investment
D)through brokers
E)through agent intermediaries

Question 62

Apple Computer had difficulties when it first entered the Japanese market with its Macintosh computers.Some of the computers were returned unused after customers found the wrapping on the instruction manual damaged.Though this would probably be no big deal in the U.S.,it was certainly a cause for concern in quality-conscious Japan.To fix the problem,Apple needed to concentrate on which of the following components of the product component model?

A)core component
B)support services component
C)packaging component
D)functional component
E)global component

Question 63

Services,whether directed toward the domestic or foreign market,have four distinct characteristics.Which of the following is not one of those distinct characteristics?

A)intangibility
B)inseparability
C)profitability
D)heterogeneity
E)perishability

Question 64

The worldwide use of a name,term,sign,symbol,design,or combination thereof intended to identify goods or services of one seller and to differentiate them from those of competitors is called a/an:

A)trademark.
B)copymark.
C)global brand.
D)brand's equity position.
E)owner's mark.

Question 65

In some countries maintenance of automobiles is not the norm.Cars are not repaired until they break down.Since the consumer is automatically angry with the manufacturer when something goes wrong with the car,repair and maintenance has become a concern of the various automobile manufacturers in this market.In which of the following components of the product component model would management need to make improvement if problems such as the one above are going to be solved?

A)core component
B)support services component
C)packaging component
D)functional component
E)global component

Question 66

If a company wished to alter a product's platform so that the product could be manufactured in a variety of forms to meet local differences in five different foreign markets,the __________ of the product component model would be component that would be in consideration.

A)core component
B)support services component
C)packaging component
D)functional component
E)global component

Question 67

A successful ___________ is the most valuable resource a company has.

A)ad campaign
B)product
C)service
D)brand
E)CEO

Question 68

Mark Townes is a dentist in Denver.During a four-day stretch in March,the snows in Denver were so bad that not one single patient was able to come for appointments with Dr.Townes.Since all of the appointments were missed,he made absolutely no money for the four days even though all of his normal expenses were still there.This difficulty illustrates one of a service's four distinct characteristics.Which area listed below is the best match?

A)intangibility
B)inseparability
C)profitability
D)heterogeneity
E)perishability

Question 69

Because a service's creation cannot be separated from its consumption,the service is said to have:

A)intangibility
B)inseparability
C)profitability
D)heterogeneity
E)perishability

Question 70

In developing countries where possiblities for repair and maintenance is not widely available,__________ can be used to enhance brand and product quality.

A)quick factory turnaround repairs
B)internet troubleshooting guides
C)independent service providers
D)free replacements
E)attractive trade-ins

Question 71

The ___________ is accelerating the pace of globalization of brands.

A)European Union
B)tsunami relief effort
C)Internet
D)WTO
E)GATT agreement

Question 72

Four kinds of barriers face consumer services marketers in the global marketplace.Which of the following of these barriers is in force when a foreign market requires that services (such as banking or insurance)originate within the foreign market itself and not from outside sources?

A)protectionism
B)controls on transborder data flows
C)protection of intellectual property
D)cultural requirements for adaptation
E)language translation barriers

Question 73

Because a service is individually produced and is virtually unique,the service is said to have:

A)intangibility
B)inseparability
C)profitability
D)heterogeneity
E)perishability

Question 74

Red Lobster seafood restaurant is considering opening branch operations in China.However,the restaurant chain's labor union has already pointed out a potential problem with this expansion.In China,service providers would find it to be in bad taste to allow employees to collect tips for service.Since a great portion of a typical wait-staff person's compensation comes in the form of tips,the union would like to know how employees would be compensated for this loss.The above example illustrates which of the following barriers a consumer services marketer faces in a foreign market?

A)protectionism
B)controls on transborder data flows
C)protection of intellectual property
D)cultural requirements for adaptation
E)language translation barriers

Question 75

Insurance,dry cleaning,and hotel accommodations have intrinsic value resulting from a process,a performance,or an occurrence that only exists while it is being created.Which of the following characteristics of services best matches to the above?

A)intangibility
B)inseparability
C)profitability
D)heterogeneity
E)perishability

Question 76

Microsoft,IBM,and Nokia know that brand image is:

A)fleeting and must be discounted in corporate accounting.
B)essential to short-term protection of international global trade agreements.
C)subject to legal interpretation in the various courts of international law.
D)never what they think it will be.
E)at the very core of business identity and strategy.

Question 77

Ideally,a global brand gives a company a ______________________ that enhances efficiency and cost savings when introducing other products associated with the brand name.

A)strategic local monopolies
B)international acceptance at global events like the Olympics
C)protection against domestic competition
D)uniform worldwide image
E)visible international status

Question 78

Britain is the largest candy market in Europe.American made Snickers candy bars are sold in Britain under the name Marathon to avoid confusion with the word knickers--a name for women's underpants.This is an example of the brand strategy of:

A)When in Rome do as the Romans do.
B)Expect the unexpected.
C)Use global brands where possible and national where necessary.
D)Never use a big word when a small one will do.
E)Run to a round house,no one can corner you there!

Question 79

"Frankenfoods" (genetically modified foods)are among the most controversial global marketing problems with respect to _____________ issues.

A)truth in lending
B)political corruption
C)labeling and product content
D)international pricing
E)corporate social responsibility

Question 80

One of the early problems faced by BMW when it attempted to market its line of automobiles in the United States was a severe shortage of spare parts.If BMW's management makes the decision to correct this problem,in which of the following components of the product component model would management need to make improvement?

A)core component
B)support services component
C)packaging component
D)functional component
E)global component