MKT202_Quiz 2

DHL offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

• order-taking

• safekeeping

• information

• consultation

• exceptions

Customers who visit Giordano outlets are greeted with a cheerful 'Hello' and 'Thank you' when they enter and leave the store. That is an example of ____________ .

• consultation

• hospitality

• exceptions

• courtesy

• safekeeping

Which of the following is an example of a special request in advance of service delivery?

• Dietary requirements

• Complaints

• Warranties

• Refunds

• Suggestions

Singapore Airlines Raffles Class is an example of a(n) ____________.

• branded house

• endorsed brand

• house of brands

• sub-brand

• clear strategy

When customers visit the service site, which factor/(s) must be considered in the design of the service?

• How expensive the service is.

• Convenience of the location.

• Operational hours.

• A & B only.

• B & C only.

…………is a key driver of channel choice.

• Risk reduction

• Convenience

• Colorful photos of the product

• Internet access

• Lower prices

Which of the following is NOT one of the factors that encourage extended operating hours?

• Availability of employees to work during 'social' hours.

• Economic pressure from consumers.

• Changes in laws.

• Economic incentives to improve the use of assets.

• Automated self-service facilities.

The four interesting innovations for service delivery arising from the Internet are all of the following EXCEPT ____________.

• creation of websites as a delivery channel for information-based services

• DVDs that can store huge amounts of information

• development of 'smart' mobile phones linking users to the Internet wherever they are

• usage of voice recognition technology that allows customers to give information and request service by speaking into a microphone

• smart card containing a microchip acting as an electronic purse containing digital money

All of the factors below are luring customers into virtual stores EXCEPT ____________.

• potential for better prices

• ease of search

• broader selection

• opportunities for networking

• 24-hour service with prompt delivery

A local presence may be necessary when exporting information-based services for which of the following reasons?

• Appeasing local citizens.

• Conducting secondary research.

• Building personal relationships.

• Bargaining for cheaper facilities.

• Restructuring out of date systems.