Question 1

Which of the following statements is NOT true?

Accepted Answer

A)  Value-adding supplementary services enhance the core offering.
B)  People-processing services tend to be more demanding in terms of supplementary elements.
C)  Possession-processing services often place heavy demands on safekeeping elements.
D)  Supplementary elements do not assist in differentiation.
E)  Companies competing on low-cost often offer fewer supplementary elements.F) All of the above
G) A) and B)

Question 2

Using the example of a postal service business, discuss how a supplementary service may be transformed into a core product.

Accepted Answer

In the case of a postal service business...

Question 3

Colouring, straightening and manicures are all part of the core service offered at the hairdresser.

Accepted Answer

A) True 
 B)False

Question 4

Everything potentially feasible to attract and hold customers is included in which of the following bands of Levitt's 'total product concept'?

Accepted Answer

A)  Core product
B)  Expected product
C)  Augmented product
D)  Potential product
E)  None of the aboveF) B) and C)
G) A) and D)

Question 5

An auto repair service has a coffee machine and magazines in its waiting room and offers pick-up and delivery from customers' places of work.These are examples of the:

Accepted Answer

A)  facilitating service element of augmentation
B)  enhancing service element of hospitality
C)  enhancing service element of augmentation
D)  facilitating service element of hospitality
E)  support service element of atmosphericsF) A) and B)
G) D) and E)

Question 6

In the new service development process, what is essential to consider in the early stages?

Accepted Answer

A)  Performance evaluation
B)  Differentiation
C)  Test marketing
D)  Product introduction
E)  Re-engineeringF) A) and B)
G) B) and E)

Question 7

A small coffee shop that offers table service and a variety of menu items is experiencing financial and service problems.Using the reengineering service process, develop a plan to redress the problems.

Accepted Answer

The first step in reengineering the serv...

Question 8

Brands in which the product brand name dominates, but the corporate name is still featured, are referred to as:

Accepted Answer

A)  endorsed brands
B)  house brands
C)  development brands
D)  company brands
E)  none of the aboveF) A) and B)
G) A) and C)

Question 9

Consultation, hospitality and safekeeping are examples of facilitating services.

Accepted Answer

A) True 
 B)False

Question 10

Department stores that both offer to provide gift-wrapping and are prepared to look after goods while the customer is shopping are providing a safekeeping element to their services.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following types of services generally offer more supplementary services?

Accepted Answer

A)  People-processing
B)  Possession-processing
C)  Information-processing
D)  Mental-stimulus-processing
E)  All do so, equallyF) B) and E)
G) None of the above

Question 12

Adorning company cars with corporate logos and providing employees with new uniforms are examples of process line extensions.

Accepted Answer

A) True 
 B)False

Question 13

Examples of order-taking are divided into what three main elements?

Accepted Answer

A)  Membership in organisations, professional appointments, applications
B)  Subscription services, order entry, admissions to restricted facilities
C)  Applications, order entry, reservations
D)  Order entry, reservations subscription services
E)  Order entry, reservations, professional appointmentsF) B) and D)
G) A) and C)

Question 14

The manner in which a service is provided and the physical environment is often referred to as the:

Accepted Answer

A)  service atmosphere
B)  service environment
C)  servicescape
D)  service metrics
E)  service blueprintF) A) and C)
G) B) and E)

Question 15

If you were running a legal firm, what steps would you take in planning, creating and delivering an integrated and coherent service product strategy of the firm?

Accepted Answer

As the owner of a legal firm, I would ta...

Question 16

The place and manner of service delivery are an integral part of planning the service product offering(s) and marketable benefits.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following combinations results in the greatest brand equity?

Accepted Answer

A)  Favourable customer experiences and low brand awareness
B)  Broad brand meaning and extensive brand communications
C)  High brand awareness and no presented brand
D)  Low brand awareness and positive brand meaning
E)  High brand awareness and positive brand meaningF) A) and B)
G) B) and D)

Question 18

Information, order-taking, billing and payment are supporting services.

Accepted Answer

A) True 
 B)False

Question 19

According to Levitt (1974), the expected product represents the customer's minimal expectations.

Accepted Answer

A) True 
 B)False

Question 20

British Airways offers seven distinct air travel products such as Club World, World Traveller Plus, and World Traveller.By choosing one of these, customers understand the characteristics of the service they are purchasing.This is an example of effectively using ____________.

Accepted Answer

A)  sub-brands
B)  a house of brands
C)  endorsed brands
D)  a branded house
E)  external brand communicationsF) A) and E)
G) A) and D)

Exam 4: Developing service products: core and supplementary service elements

An auto repair service has a coffee machine and magazines in its waiting room and offers pick-up and delivery from customers' places of work.These are examples of the:

Correct AnswerverifiedShow Answer

In the new service development process, what is essential to consider in the early stages?

Correct AnswerverifiedShow Answer

Which of the following statements is NOT true?

Correct AnswerverifiedShow Answer

Consultation, hospitality and safekeeping are examples of facilitating services.

Correct AnswerverifiedShow Answer

According to Levitt (1974), the expected product represents the customer's minimal expectations.

Correct AnswerverifiedShow Answer

Adorning company cars with corporate logos and providing employees with new uniforms are examples of process line extensions.

Correct AnswerverifiedShow Answer

If you were running a legal firm, what steps would you take in planning, creating and delivering an integrated and coherent service product strategy of the firm?

Correct AnswerAnswered by ExamLex AIAs the owner of a legal firm, I would ta...View AnswerShow Answer

Brands in which the product brand name dominates, but the corporate name is still featured, are referred to as:

Correct AnswerverifiedShow Answer

Colouring, straightening and manicures are all part of the core service offered at the hairdresser.

Correct AnswerverifiedShow Answer

Using the example of a postal service business, discuss how a supplementary service may be transformed into a core product.

Correct AnswerAnswered by ExamLex AIIn the case of a postal service business...View AnswerShow Answer

Which of the following combinations results in the greatest brand equity?

Correct AnswerverifiedShow Answer

Department stores that both offer to provide gift-wrapping and are prepared to look after goods while the customer is shopping are providing a safekeeping element to their services.

Correct AnswerverifiedShow Answer

A small coffee shop that offers table service and a variety of menu items is experiencing financial and service problems.Using the reengineering service process, develop a plan to redress the problems.

Correct AnswerAnswered by ExamLex AIThe first step in reengineering the serv...View AnswerShow Answer

Information, order-taking, billing and payment are supporting services.

Correct AnswerverifiedShow Answer

British Airways offers seven distinct air travel products such as Club World, World Traveller Plus, and World Traveller.By choosing one of these, customers understand the characteristics of the service they are purchasing.This is an example of effectively using ____________.

Correct AnswerverifiedShow Answer

The manner in which a service is provided and the physical environment is often referred to as the:

Correct AnswerverifiedShow Answer

The place and manner of service delivery are an integral part of planning the service product offering(s) and marketable benefits.

Correct AnswerverifiedShow Answer

Examples of order-taking are divided into what three main elements?

Correct AnswerverifiedShow Answer

Everything potentially feasible to attract and hold customers is included in which of the following bands of Levitt's 'total product concept'?

Correct AnswerverifiedShow Answer

Which of the following types of services generally offer more supplementary services?

Correct AnswerverifiedShow Answer

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Answered by ExamLex AI
As the owner of a legal firm, I would ta...
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Answered by ExamLex AI
In the case of a postal service business...
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Answered by ExamLex AI
The first step in reengineering the serv...
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