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

trial qualities

search qualities

credence qualities

experience qualities

2 Poga International, a multinational beverage corporation, identifies that one of its competitors is launching an apple flavored drink. The company decides to launch an apple flavor brand along with its competitor. What timing strategy is used here?

Late entry

Parallel entry

Exchange entry

First entry

3 Most new-product activities are devoted to

changing the target markets

changing the existing market dynamics

improving existing products

introducing backward integration

4 One of the ways to change the course of a brand is to modify the product. Under product modification, ________ adds size, weight, materials, supplements, and accessories that expand the product's performance, versatility, safety, or convenience.

technological improvement

style improvement

feature improvement

quality improvement

5 Product-line analysis provides information for two key decision areas: product-line length and ________.

product need family

product mix-pricing

product-class composition

popular pricing

6 Using the ________ level of the product hierarchy to market its soups, Campbell Soups feature the company name first, then the soup variety on their packaging.

product-class

product-line

product-type

product-family

7 Happy Home Products produces detergents, toothpaste, bar soap, disposable diapers, and paper products. This company has a product ________ of five lines.

type

class

width

length

8 Which of the following will most help service providers overcome the limitation of intangibility of services when positioning itself?

Working with larger groups

Using brand symbols

Cultivating non-peak demand

Sharing services

9 Which of the following is most closely related with the organic growth of an organization?

Increasing productivity of employees

Acquiring a product or service brand

Developing new products from within

Increasing the operational profitability

10 Product launches include many tasks and often take longer than expected. To coordinate effectively, a planning technique such as ______ can be used.

key path scheduling

task scheduling planner

critical path scheduling

master scheduling

11 Which of the following is the level at which the product's primary characteristics operate?

Design

Durability

Performance quality

Conformance quality

12 When the physical product cannot be easily differentiated, the key to competitive success may lie in adding valued services and improving their quality. The main service differentiators are ordering ease, delivery, installation, ________, customer consulting, maintenance, and repair.

ease of use

customer training

adaptability

technology intensity

13 Which of the following steps will help service firms to increase their quality control?

Providing complementary services to customers

Adopting differential pricing

Standardizing the service performance process

Cultivating non-peak demand

14 Some firms might delay the launch of their products until after the competitor has borne the cost of educating the market. Such an entry is called ________ entry.

compensating

late

strategic pay off

balancing

15 A dance school in the Bronx teaches professional hip-hop and salsa. It is experiencing an increase in student admissions, which is leading to substantial improvement in profits. The school is going through the ________ phase of its life cycle.

maturity

decline

introduction

growth

16 Which of the following is the best example of a new-to-the-world product?

Kids-Med, a company that produces childcare products, launches a non-contact thermometer

Tata Motors, an Indian automobile company, acquires Jaguar to extend its business

Pestorica, a publishing company, decides to launch a new sports magazine

Walmart, the retail giant, opens new stores in an underdeveloped African country

17 It was sunny when Jenny went to class, but by the time class was over it was raining heavily, so Jenny stopped by the student store to buy an umbrella before she walked back to her dorm. In this case, the umbrella is an example of a(n) ________.

emergency good

heterogeneous shopping good

specialty good

impulse good

18 ________ is the ability of a company to prepare on a large-scale basis individually designed products, services, programs, and communications.

Backward compatibility

Reverse engineering

Mass customization

Interoperability

19 The five product levels constitute a ________. At each level more customer value is added.

business model

demand chain

customer-value hierarchy

value grid

20 Campbell Soups is a newly established company that specializes in preparing healthy but tasty food for children under the age of 5. It is incurring huge production costs, nonexistent profits, and slow sales growth. The company is in the ________ phase of its life cycle.

decline

maturity

introduction

growth

21 Marketers must see themselves as benefit providers. For example, when a shopper purchases new shoes, he or she expects the shoes to cover his or her feet and allow him or her to walk unobstructed. This is an example of what level in the consumer-value hierarchy?

Basic product

Pure tangible product

Potential product

Augmented product