Question 11

Regular maintenance and repair costs are known as _____ costs.

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Question options:

a) service contract

b) out-of-pocket

c) fixed

d) facilitating services

Question 12

Cocktail lounges in restaurants are examples of:

Question options:

a) differential pricing.

b) cultivating nonpeak demand.

c) complementary services.

d) reservation systems.

Question 13

Which of the following is an example of a hybrid service?

Question options:

a) Teaching

b) Car

c) Restaurant meal

d) Soap

Question 14

Which of the following is a benefit of product mapping?

Question options:

a) Studying market matrices

b) Integrating target markets

c) Identifying market segments

d) Educating consumers

Question 15

The __________ of the product mix refers to the total number of items in the mix.

Question options:

a) width

b) length

c) depth

d) breadth

Question 16

Capital items are long-lasting goods that facilitate developing or managing the finished product. They include two groups:

Question options:

a) installations and natural products.

b) installations and component materials.

c) installations and operating supplies.

d) installations and equipment.

Question 17

Unlike physical products, services cannot be seen, tasted, felt, heard, or smelled before they are bought. This is known as the __________ aspect of services.

Question options:

a) inseparability

b) intangibility

c) variability

d) perishability

Question 18

Services high in __________ qualities are those services that have characteristics the buyer normally finds hard to evaluate even after consumption.

Question options:

a) trial

b) search

c) experience

d) credence

Question 19

The __________ rates the various elements of the service bundle and identifies required actions.

Question options:

a) company performance analysis

b) voice of customer measurement

c) customer factor measurement

d) importance-performance analysis

Question 20

Industrial goods can be classified as __________, capital items, or suppliers and business services based on their relative cost and how they enter the production process.

Question options:

a) service components

b) sub-assemblies

c) accessories

d) materials and parts

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