Worksheets Products, Services, and Brands: Building Customer Value
Total questions: 8
Worksheet time: 4mins
________ are a form of product that are essentially intangible.
Innovations
Services
Brands
Consumer products
Which of the following is an example of a pure TANGIBLE product?
An event organiser welcoming conference participants
An travel agency that offers travel insurance
A service staff who carves chicken
A plate of pasta
Which of the following is an example of an augmented product in the hospitality industry?
Room with a king-sized bed and in-room mini bar
VIP service, welcome drink, or mobile check-in
Affordable price and free parking
Basic hotel accommodation with no added services
Which of the following is NOT a characteristic of services in hospitality?
Inseparability
Tangibility
Variability
Perishability
What is the core product for a guest booking a hotel room?
The room’s physical features and brand
Personalized room service and welcome drink
The basic benefit like a good night’s sleep or safe stay
Free breakfast and shuttle service
Which marketing strategy focuses on employee motivation and training to deliver excellent service?
External marketing
Interactive marketing
Internal marketing
Promotional marketing
Which of the following is a key challenge of service perishability?
Customers might forget the brand name
Service staff perform differently at different times
Unsold service opportunities cannot be stored or recovered
Services can’t be separated from their providers
Style is a larger concept than design. Design simply describes the appearance of a product.
TRUE
FALSE
