Question 1

Organizations attempt to reduce the inconsistency of service delivery through

Accepted Answer

A)  higher incentives to employees for satisfactory performance.
B)  pay reductions and demotions for poor employee performance.
C)  the reduction of customer contact points in the service delivery process.
D)  standardization and training.
E)  employing technology.F) D) and E)
G) A) and D)

Question 2

Among business products,legal counsel for patent information for a firm's R&D department would most likely be classified as which type of support product?

Accepted Answer

A)  ancillary services
B)  contractual services
C)  specialty services
D)  accessory services
E)  industrial servicesF) None of the above
G) B) and E)

Question 3

During the first stage of the new-product process,two important activities take place.They are

Accepted Answer

A)  SWOT analysis and environmental scanning.
B)  open innovation and business analysis.
C)  concept testing and product forecasting.
D)  R&D and operations set-up.
E)  environmental scanning and open innovation.F) B) and E)
G) B) and D)

Question 4

If a firm hired SymphonyIRIGroup's BehaviorScan service to track sales of a new product made to a panel of consumers and assess the effectiveness of advertising and other promotion tactics,what type of test market is this?

Accepted Answer

A)  laboratory test market
B)  concept test market
C)  simulated test market
D)  controlled test market
E)  standard test marketF) A) and D)
G) All of the above

Question 5

Among business products,which of the following would most likely be considered accessory equipment?

Accepted Answer

A)  copper wiring
B)  a factory
C)  a cleaning service
D)  pneumatic nail gun
E)  printer ink cartridgesF) All of the above
G) A) and B)

Question 6

One of the eight primary MARKETING-RELATED reasons for new-product failure is __________.

Accepted Answer

A)  not listening to the voice of the consumer
B)  incomplete market and product protocol
C)  pushing a product too early into the market
D)  the "NIH" problem
E)  encountering groupthink in meetingsF) A) and D)
G) All of the above

Question 7

As a dimension of service quality,knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as __________.

Accepted Answer

A)  reliability
B)  responsiveness
C)  competence
D)  assurance
E)  empathyF) A) and B)
G) None of the above

Question 8

The Betty Crocker marketing team that developed Warm Delights challenged the food scientists at General Mills to make an indulgent,delicious,and gooey dessert.So,they wanted which of these characteristics in the dessert?

Accepted Answer

A)  no cleanup
B)  a single portion
C)  quick preparation
D)  consistent great taste
E)  all of the aboveF) None of the above
G) B) and E)

Question 9

Goods can be divided into __________ goods and __________ goods.

Accepted Answer

A)  functional; aesthetic
B)  required; desired
C)  tactile; conceptual
D)  durable; nondurable
E)  product; serviceF) A) and D)
G) C) and D)

Question 10

In marketing,a(n) __________ generally includes not only physical goods,but also services and ideas as well.

Accepted Answer

A)  line
B)  invention
C)  merchandise
D)  product
E)  conceptF) B) and C)
G) None of the above

Question 11

The proliferation of extra characteristics in a product that overwhelms many consumers with mind-boggling complexity is referred to as

Accepted Answer

A)  feature overkill.
B)  product line extension.
C)  feature bloat.
D)  sensory overload.
E)  product differentiation.F) A) and B)
G) B) and E)

Question 12

Which stage in the new-product process has as its purpose to identify the strategic role the new product might serve in the firm's overall objectives?

Accepted Answer

A)  idea generation
B)  screening and evaluation
C)  business analysis
D)  new-product strategy development
E)  developmentF) C) and D)
G) B) and C)

Question 13

The American Red Cross uses marketing to help achieve its goals.As a service,it can be classified as

Accepted Answer

A)  a nonprofit organization.
B)  a for profit organization.
C)  equipment-based.
D)  a business firm.
E)  a governmental agency.F) A) and D)
G) B) and D)

Question 14

Which of the following is considered a durable good?

Accepted Answer

A)  silverware
B)  caviar
C)  marketing research
D)  chewing gum
E)  votingF) B) and D)
G) B) and C)

Question 15

The first stage of the new-product process is

Accepted Answer

A)  idea generation.
B)  screening and evaluation.
C)  business analysis.
D)  new-product strategy development.
E)  concept testing.F) B) and D)
G) B) and C)

Question 16

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,past experiences,and __________.

Accepted Answer

A)  the economy
B)  consumer income
C)  competitive trends
D)  promotional activities
E)  how the organization delivers its serviceF) A) and B)
G) C) and D)

Question 17

With respect to distribution,convenience products are available

Accepted Answer

A)  at relatively few outlets.
B)  at a large number of specialty outlets.
C)  only online from the manufacturer.
D)  at a very limited number of convenience stores.
E)  on a widespread basis at many outlets.F) A) and D)
G) A) and C)

Question 18

A product that has tangible attributes that a consumer's five senses can perceive is referred to as a(n)

Accepted Answer

A)  service.
B)  product concept.
C)  good.
D)  new idea.
E)  artifact.F) A) and E)
G) A) and B)

Question 19

Which of the products listed below would be the best candidate for full-scale market testing?

Accepted Answer

A)  totally free checking account from Bank One
B)  household frequent flyer program from Delta Airlines
C)  mid-priced luxury sedan made in America by Mazda
D)  new iced coffee beverage from Starbucks
E)  slimmer iMac computerF) A) and B)
G) A) and C)

Question 20

Among business products,which of the following would most likely be considered an installation?

Accepted Answer

A)  a factory
B)  roof tiles
C)  a cleaning service
D)  a photocopier
E)  a drill pressF) A) and C)
G) C) and E)

Exam 9: Developing New Products and Services

If a firm hired SymphonyIRIGroup's BehaviorScan service to track sales of a new product made to a panel of consumers and assess the effectiveness of advertising and other promotion tactics,what type of test market is this?

Correct AnswerverifiedShow Answer

Organizations attempt to reduce the inconsistency of service delivery through

Correct AnswerverifiedShow Answer

Among business products,which of the following would most likely be considered accessory equipment?

Correct AnswerverifiedShow Answer

Which of the following is considered a durable good?

Correct AnswerverifiedShow Answer

During the first stage of the new-product process,two important activities take place.They are

Correct AnswerverifiedShow Answer

The first stage of the new-product process is

Correct AnswerverifiedShow Answer

One of the eight primary MARKETING-RELATED reasons for new-product failure is __________.

Correct AnswerverifiedShow Answer

The Betty Crocker marketing team that developed Warm Delights challenged the food scientists at General Mills to make an indulgent,delicious,and gooey dessert.So,they wanted which of these characteristics in the dessert?

Correct AnswerverifiedShow Answer

The American Red Cross uses marketing to help achieve its goals.As a service,it can be classified as

Correct AnswerverifiedShow Answer

A product that has tangible attributes that a consumer's five senses can perceive is referred to as a(n)

Correct AnswerverifiedShow Answer

Among business products,legal counsel for patent information for a firm's R&D department would most likely be classified as which type of support product?

Correct AnswerverifiedShow Answer

With respect to distribution,convenience products are available

Correct AnswerverifiedShow Answer

Which of the products listed below would be the best candidate for full-scale market testing?

Correct AnswerverifiedShow Answer

Goods can be divided into __________ goods and __________ goods.

Correct AnswerverifiedShow Answer

Which stage in the new-product process has as its purpose to identify the strategic role the new product might serve in the firm's overall objectives?

Correct AnswerverifiedShow Answer

Among business products,which of the following would most likely be considered an installation?

Correct AnswerverifiedShow Answer

How a person establishes expectations for a service not yet experienced is influenced by word of mouth communications,personal needs,past experiences,and __________.

Correct AnswerverifiedShow Answer

The proliferation of extra characteristics in a product that overwhelms many consumers with mind-boggling complexity is referred to as

Correct AnswerverifiedShow Answer

In marketing,a(n) __________ generally includes not only physical goods,but also services and ideas as well.

Correct AnswerverifiedShow Answer

As a dimension of service quality,knowledge and courtesy of employees and their ability to convey trust and confidence is referred to as __________.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Goods can be divided into goods and goods.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified