Question 1

Oliver used to sell office furniture and supplies,but he now has semi-retired and started a cleaning service specializing in cleaning fire- and water-damaged structures.Why does selling cleaning services differ greatly from selling office furniture and supplies?

Accepted Answer

Services are intangible;furniture is tangible.

Question 2

Aristide and Olga are considering attending a clinic to help them quit smoking.After they attend the clinic and learn about the techniques it uses to help customers quit smoking,what will they be better able to assess?

Accepted Answer

B

Question 3

Refer to Western Union.Which service quality does Western Union provide to its users?

Accepted Answer

Western Union's core service is money transfer, which requires a high level of reliability to ensure that the money is delivered to the intended recipient in a timely manner. The other service quality dimensions, tangibility, responsiveness, and assurance, may also be important, but reliability is the most critical.

Question 4

Refer to Western Union.Why has Western Union's market for wiring money grown dramatically over the last years?

Accepted Answer

A service is the result of applying human or mechanical efforts to people or objects.

Question 5

A reading service for the visually impaired requires each reader applicant to prepare and submit a one-hour interview tape of material chosen by the service to determine whether the reader has pleasing vocal characteristics and is accent-free so that it is not necessary to use the same reader every time.The reading service is trying to limit problems associated with which service characteristic?

Accepted Answer

Heterogeneity means that a service tends to be less standardized and uniform than goods.

Question 6

Ian Trent has an MBA and is being recruited by an investment banking firm as a sales representative.He has had ten years of experience in selling industrial supplies.He was quite successful in this job but is worried that selling investment strategies may be more difficult.What factor would be the major reason for this worry?

Accepted Answer

Investment banking has many intangible features and benefits that make it quite different from tangible products like industrial supplies.

Question 7

Jackson Caputo owns and operates Jax Stables,a complete horse service that offers grooming,training,show training for handlers,boarding,and veterinary care.To maintain a quality image,Caputo regularly provides training for each employee in the company's operations,objectives,and expected performance standards.What unique aspect of services is Caputo attempting to address?

Accepted Answer

Heterogeneity causes inconsistency and lack of standardization.Training helps to alleviate these conditions.

Question 8

When the service being purchased requires little interaction between the service personnel and the customer,which service characteristic causes fewer problems?

Accepted Answer

The answer of When the service being purchased requires little...

Question 9

LouAnne had her makeup professionally applied for her prom night.She went to the beauty salon,watched as the makeup artist applied cosmetics to her face,and then went home feeling gorgeous.LouAnne's makeover illustrates which service characteristic?

Accepted Answer

Inseparability is when services or goods are produced and consumed at the same time.

Question 10

Deidre Longo has just accepted a position at a major entertainment venue where she is responsible for selling season tickets.She formerly was a salesperson for a company that sold sound systems for arenas,stadiums,and theatres.She believed she understood why theatre managers bought certain products but realizes selling tickets to individuals will be different.What is one of the key differences she can expect to find?

Accepted Answer

Many service situations are complicated and customers do not have the knowledge to judge the quality of the actual service itself.This question is difficult because it ties together several concepts that are in different sections of the chapter.

Question 11

Refer to Western Union.Because a person can send money from a small town in Ontario to a small town in Mexico without worrying,what does Western Union have a high degree of?

Accepted Answer

Only after receiving the money can participants tell if the money remittance actually works.

Question 12

Refer to Western Union.Which type of service is the wire transfer of funds provided by the company?

Accepted Answer

Core service is the most basic benefit the consumer is buying.

Question 13

Which of the following services would be most likely to exhibit strong credence qualities?

Accepted Answer

A credence quality is a characteristic that cannot easily be assessed even after purchase and experience.

Question 14

Refer to Western Union.Which type of service is the wire transfer of funds provided by the company?

Accepted Answer

Core service is the most basic benefit the consumer is buying.

Question 15

What is the term for a characteristic that can be easily assessed prior to purchase,such as the softness of a mattress or the colour of curtains?

Accepted Answer

Search quality refers to the easily observable and assessable characteristics of a product or service that can be evaluated prior to purchase, such as color, size, shape, and price. Softness of a mattress or color of curtains are both examples of search quality.

Question 16

What is the term for the result of applying human or mechanical efforts to people or objects?

Accepted Answer

The term for the result of applying human or mechanical efforts to people or objects is "service." A service is an intangible commodity that is produced when someone performs a task for another person or business. Examples of services include plumbing repairs, haircuts, and legal advice.

Question 17

Management-labour mediation,child care,and college preparation classes are all services that are produced and consumed at the same time.Which service characteristic do all of these services exhibit?

Accepted Answer

All of the services mentioned are produced and consumed at the same time, making them inseparable. Management-labour mediation involves the mediator facilitating communication and negotiation between management and labour in real-time. Child care involves the caregiver providing supervision and support to the child while the parents are away. College preparation classes involve the instructor teaching and guiding students through the college preparation process in real-time. In all cases, the service cannot be separated from the consumption because it is delivered and experienced in the same moment.

Question 18

Because a service cannot be touched,seen,tasted,heard,or felt in the same manner in which goods can be sensed,what is it called?

Accepted Answer

Intangible means something that can't be touched, seen, tasted, heard or felt in the same manner goods can be sensed.

Question 19

Refer to Western Union.The company is now planning to move into areas traditionally handled by banks such as offering its customers chequing accounts and loans.If it does follow through and provide these additional services,which type of services will they exemplify?

Accepted Answer

Supplementary services are a group of services that support or enhance the core service.

Question 20

Which of the following is NOT a method firms can use to reduce the inherent variability of services?

Accepted Answer

Providing tangible cues will not increase the consistency or reliability of the service itself.

Quiz 11: Services and Nonprofit Organization Marketing

Oliver used to sell office furniture and supplies,but he now has semi-retired and started a cleaning service specializing in cleaning fire- and water-damaged structures.Why does selling cleaning services differ greatly from selling office furniture and supplies?

Aristide and Olga are considering attending a clinic to help them quit smoking.After they attend the clinic and learn about the techniques it uses to help customers quit smoking,what will they be better able to assess?

Refer to Western Union.Which service quality does Western Union provide to its users?

Refer to Western Union.Why has Western Union's market for wiring money grown dramatically over the last years?

When the service being purchased requires little interaction between the service personnel and the customer,which service characteristic causes fewer problems?

LouAnne had her makeup professionally applied for her prom night.She went to the beauty salon,watched as the makeup artist applied cosmetics to her face,and then went home feeling gorgeous.LouAnne's makeover illustrates which service characteristic?

Refer to Western Union.Because a person can send money from a small town in Ontario to a small town in Mexico without worrying,what does Western Union have a high degree of?

Refer to Western Union.Which type of service is the wire transfer of funds provided by the company?

Which of the following services would be most likely to exhibit strong credence qualities?

Refer to Western Union.Which type of service is the wire transfer of funds provided by the company?

What is the term for a characteristic that can be easily assessed prior to purchase,such as the softness of a mattress or the colour of curtains?

What is the term for the result of applying human or mechanical efforts to people or objects?

Management-labour mediation,child care,and college preparation classes are all services that are produced and consumed at the same time.Which service characteristic do all of these services exhibit?

Because a service cannot be touched,seen,tasted,heard,or felt in the same manner in which goods can be sensed,what is it called?

Refer to Western Union.The company is now planning to move into areas traditionally handled by banks such as offering its customers chequing accounts and loans.If it does follow through and provide these additional services,which type of services will they exemplify?

Which of the following is NOT a method firms can use to reduce the inherent variability of services?