Question 1

What do a security guard, a plumber, and a management consultant have in common?

Accepted Answer

All these professions involve services that are delivered by people, making them people-based services.

Question 2

For nonprofit organizations, excesses in revenue over expenses are

Accepted Answer

Nonprofit organizations reinvest any excess revenue back into the organization to support their mission and services, rather than distributing it as profit.

Question 3

A nonprofit organization may pay taxes if

Accepted Answer

Nonprofit organizations may be subject to taxes on income generated from activities that are not directly related to their core mission, known as unrelated business income.

Question 4

What do a movie theater, an automated car wash, and electric utilities have in common?

Accepted Answer

All three are equipment-based services as they rely on machinery and technology to deliver their services rather than human labor.

Question 5

What do an online travel agency, a limousine service, and a music streaming service have in common?

Accepted Answer

All these services rely on equipment or technology to deliver their services, such as websites for booking, vehicles for transportation, and digital platforms for streaming music.

Question 6

Services can be classified by their method of delivery. Services such as ATMs, taxis, and airlines are considered

Accepted Answer

ATMs, taxis, and airlines are examples of services delivered through equipment or technology rather than directly by people.

Question 7

The categories for people-based services include

Accepted Answer

People-based services typically involve unskilled labor, skilled labor, and professionals, as these categories cover the range of human involvement in service delivery.

Question 8

Figure 12-4
-Consider Figure 12-4 above. Services can be classified by their method of delivery. Box B represents

Accepted Answer

Services delivered by people are represented by Box B.

Question 9

Sterile Feral, Inc., is a nonprofit organization that catches wild or stray cats. It then neuters, vaccinates, and releases them. In recent years, nonprofit organizations such as Sterile Feral have turned to marketing to help it

Accepted Answer

Nonprofit organizations use marketing to better serve their donors and achieve their goals by effectively communicating their mission and impact, thereby attracting more support and resources.

Question 10

Three categories for equipment-based services are

Accepted Answer

The three categories for equipment-based services are automated (self-serve), those operated by relatively unskilled operators, and those operated by skilled operators.

Question 11

Equipment-based services, such as ATMs, online brokerage firms, and automated car washes, do not have the marketing concern of

Accepted Answer

Equipment-based services do not have the marketing concern of inconsistency because they rely on machines, which provide uniform and consistent service delivery, unlike human-based services that can vary.

Question 12

Recently, many nonprofit organizations such as the American Red Cross

Accepted Answer

Nonprofit organizations like the American Red Cross have increasingly used marketing to develop advertising and other promotional campaigns to raise awareness, attract donations, and support their causes.

Question 13

Which of these is the best example of a people-based service?

Accepted Answer

Catering is a people-based service because it involves providing food and beverage services to people.

Question 14

Compared with people-based services, equipment-based services do not have the marketing concern of

Accepted Answer

Equipment-based services do not have the marketing concern of inconsistency because machines and equipment can provide a consistent level of service, unlike people who may vary in performance.

Question 15

Services can be classified by their method of delivery. Services such as management consulting, plumbing, and cleaning are considered

Accepted Answer

These services rely on the skills and expertise of individuals to deliver the service, making them people-based services.

Question 16

Outward Bound uses marketing to help achieve its goals. As a service, it can be classified as

Accepted Answer

Outward Bound is a nonprofit organization that uses marketing to promote its educational and adventure programs, aiming to achieve its mission rather than generating profit.

Question 17

Recently, nonprofit organizations like the American Red Cross, the March of Dimes, and Outward Bound

Accepted Answer

Nonprofit organizations have increasingly adopted marketing practices to better reach their audiences, raise awareness, and secure funding.

Question 18

Figure 12-4
-Consider Figure 12-4 above. Services can be classified by their method of delivery. Box A represents

Accepted Answer

Box A represents equipment-delivered services, which are services provided through the use of equipment rather than direct human interaction.

Question 19

Equipment-based services do not have the marketing concern of inconsistency because ________ have been removed from the delivery of the service.

Accepted Answer

People have been removed from the delivery of the service, reducing the variability and inconsistency that can occur with human involvement.

Question 20

Which of these is the best example of an equipment-based service?

Accepted Answer

Dry cleaners are an equipment-based service because they rely heavily on machinery and equipment to provide their service.

Quiz 12: Services Marketing