ashworth college C16V all Online Exams latest 2015 october

ashworth college C16V Online Exam 1 latest 2015 octoberPart 1 of 1 – 100.0 PointsQuestion 1 of 205.0 PointsThe four Ps comprise the __________, which is the controllable set of activities that the firm uses to respond to the wants of its target markets.A. elements of practiceB. internal operation focusC. needs response mechanismD. marketing mixQuestion 2 of 205.0 PointsThe basic difference between a good and a service is a good:A. provides intangible benefits.B. can be physically touched.C. is always less expensive than a corresponding service.D. generates greater interest among consumers.Question 3 of 205.0 PointsDelivering the value proposition is also known as:A. endless chain marketing.B. situational distribution efficiency.C. wholesaling.D. supply chain management.Question 4 of 205.0 PointsWhen referring to “exchange,” marketers are focusing on:A. location where products and services are traded.B. price charged adjusted for currency exchange rates.C. creating value.D. the trading of things of value.Question 5 of 205.0 PointsWhich of the following is a core aspect of marketing?A. Satisfying the firm’s wants and needsB. Creating universal coverageC. Instilling self-sufficiencyD. Making product, place, promotion, and price decisionsQuestion 6 of 205.0 Points__________ is communication by a marketer that informs, persuades, and reminds potential customers.A. PricingB. PromotionC. PlacementD. Product value creationQuestion 7 of 205.0 PointsEvery Christmas season, Anheuser-Busch runs television ads featuring Clydesdale horses in a winter scene. These ads focus on the promotional goal of __________ consumers about the company’s brand.A. informingB. persuadingC. remindingD. entertainingQuestion 8 of 205.0 PointsThe traditional marketing channel through which consumers find and purchase goods and services is known as:A. B2B.B. C2C.C. D2C.D. B2C.Question 9 of 205.0 PointsUPS provides many services beyond package delivery including insurance, supply chain management, e-commerce, and financing. In the process UPS is building:A. value chain efficiency.B. transactional support.C. exchange efficiency.D. strategic alliances.Question 10 of 205.0 PointsCustomer excellence, which can be developed through a strong brand, unique merchandise or superior customer service, results in:A. savings in promotion.B. reduced operational costs.C. aggressive competition.D. loyal customers.Question 11 of 205.0 PointsIn value-based marketing, promotion communicates the:A. targeted creative solution.B. operational excellence.C. value proposition.D. relative market value.Question 12 of 205.0 PointsWhich of the following represents a way to build a sustainable competitive advantage using product excellence?A. Being the first to offer customers desired features, even if competitors can match theseB. Positioning the product using a clear, distinctive brand imageC. Having the most features on each modelD. Focusing on being cutting edge and continually eliminating older features though this may alienate some customersQuestion 13 of 205.0 PointsProduct excellence occurs through:A. customer loyalty.B. strategic acceptance.C. branding and positioning.D. value-based penetration.Question 14 of 205.0 PointsWhen conducting a SWOT analysis, in what phase of the strategic marketing process is an organization presently engaged?A. PlanningB. ImplementationC. ControlD. SegmentationQuestion 15 of 205.0 PointsWhich of the following is LEAST likely to be a sustainable competitive advantage?A. Lowering pricesB. Brand nameC. Customer satisfactionD. Supply chain efficiencyQuestion 16 of 205.0 PointsAfter developing a mission statement, a firm or organization next must perform:A. relative market share division.B. a situational analysis.C. a market penetration strategy analysis.D. a mission-accomplished ceremony.Question 17 of 205.0 PointsThe first objective in the evaluate performance phase of the marketing planning process is to:A. determine whether to raise or lower prices.B. adjust advertising allocations.C. find ways to cut costs.D. assess why the performance goals were or were not achieved.Question 18 of 205.0 PointsEven when big-box discount retailers enter a market, some small, local retailers survive and prosper. These retailers have developed a(n) __________ generating long-term profitability.A. value-based customer avoidanceB. successful mission-goal statementsC. sustainable competitive advantageD. market segmentation sufficiencyQuestion 19 of 205.0 PointsE-books, in addition to being an alternative product form, provide __________ value creation through access via the Internet.A. productB. placeC. promotionD. priceQuestion 20 of 205.0 PointsOf the five steps to the strategic marketing planning process, which step usually comes in the MIDDLE of the process?A. Evaluate performanceB. Define the business missionC. Situation analysisD. Identifying and evaluating opportunitiesashworth college C16V Online Exam 2 latest 2015 octoberPart 1 of 1 – 100.0 PointsQuestion 1 of 205.0 PointsDeceptive advertising and promotion of inferior products are examples of __________ ethical issues.A. businessB. marketingC. socialD. financeQuestion 2 of 205.0 PointsThe AMA Code of Ethics does not specifically address issues in regard to:A. regulators.B. customers.C. economically vulnerable segments such as children and the elderly.D. candidates running for federal offices.Question 3 of 205.0 PointsFirms with strong ethical climates tend to:A. make greater utilization of business development consultants.B. offer more goods and services than firms without strong ethical climates.C. be more socially responsible.D. invest more in sales training software.Question 4 of 205.0 PointsBeing socially responsible is generally considered:A. a good thing to do only when a company is profitable.B. inappropriate for most firms in today’s market.C. beyond the norms of corporate ethical behavior.D. more appropriate for regulators, ethical philosophers and clergy with a special interest in social and corporate behavior.Question 5 of 205.0 PointsMany corporations are shifting from defined benefit to defined contribution retirement programs. When considering changes to retirement programs, companies should consider the ethical issues primarily affecting:A. shareholders.B. employees.C. customers.D. marketers.Question 6 of 205.0 PointsDuring which phase of the strategic marketing plan would the firm address the question of, “Should the firm be relocating its production to another country?”A. PlanningB. ImplementationC. ControlD. EvaluationQuestion 7 of 205.0 PointsDuring which phase of the strategic marketing plan would the firm address the question of, “Did our actions have a negative impact on any stakeholder group?”A. planning.B. implementation.C. control.D. evolution.Question 8 of 205.0 PointsThe Ethical Decision-Making Matrix II:A. is a realistic guide to performance only when profits are strong and performance evaluations are already positive.B. is a good tool for personal ethics but fails as a basis for a firm’s actions when faced with real-world issues.C. will be ineffective unless the questions are answered without masking incongruent situations and facts.D. places the burden on the firm’s own code of ethics and the actions of senior management.Question 9 of 205.0 PointsThe centerpiece of the Marketing Environment Analysis Framework is:A. green marketing.B. competitive intelligence.C. culture.D. consumers.Question 10 of 205.0 PointsOne of the goals of value-based marketing is to provide greater value to consumers:A. at the least profit.B. using green marketing inflationary currency manipulation.C. than competitors offer.D. than consumers can provide for themselves using regional cohorts.Question 11 of 205.0 PointsThe difference between a firm’s immediate marketing environment and its macroenvironment is that the macroenvironment is:A. external.B. easier to understand.C. easier to control.D. the same as the immediate environment.Question 12 of 205.0 Points__________ include dress, symbols, ceremonies and language differences.A. Demographic manifestationsB. Fads and fashionsC. Generational cohort descriptionsD. Visible nuances of a country’s cultureQuestion 13 of 205.0 PointsIn New England foot-long sandwiches are called “grinders” while in many other parts of the country they are called “subs.” This is an example of a:A. regional cultural difference.B. country cultural factor.C. generational cultural factor.D. green marketing interpretation.Question 14 of 205.0 PointsCompared to other groups, the __________ generational cohort is the fastest growing segment of Internet users using e-mail and shopping, investing and banking.A. SeniorsB. Baby BoomersC. Generation XD. Generation YQuestion 15 of 205.0 Points__________ tend to be individualistic, value leisure time as a high priority, may be a little careless about how they spend their money, and have an obsession with maintaining their youth.A. SeniorsB. Baby BoomersC. Generation XersD. Generation YsQuestion 16 of 205.0 PointsWhen inflation increases, marketers need to be concerned about economic impacts including:A. many retailers suffer seasonal losses as consumers buy fewer gifts.B. consumers will buy more discretionary items, using extended decision making.C. all businesses will suffer, and that affects their customers and employees.D. consumers will buy less food.Question 17 of 205.0 PointsThe many demands on consumers today have made it more difficult for marketers to:A. grab consumers’ attention.B. decide what to offer.C. deliver products just-in-time.D. differentiate between the needs of Tweens and Baby Boomers.Question 18 of 205.0 PointsImproved computer storage capabilities, and the manipulation of consumer information has increased consumers’:A. access to competitive intelligence.B. privacy concerns.C. cultural awareness.D. technological comfort.Question 19 of 205.0 PointsCompared to consumers in the United States, Europeans are:A. less ethnically diverse.B. more demanding of just-in-time material delivery systems.C. even more green-consumer conscious.D. less sensitive to environmental concerns.Question 20 of 205.0 PointsMarketers of cars, appliances, and copiers recognize women:A. allow men to make most of the purchase decisions.B. may influence but rarely make the purchase decision on these products.C. utilize more competitive intelligence (CI) in making decisions than men.D. make the majority of purchase decisions.ashworth college C16V Online Exam 3 latest 2015 octoberPart 1 of 1 – 100.0 PointsQuestion 1 of 205.0 PointsConsumers frequently use the Internet during the __________ stage of the consumer decision process.A. need recognitionB. postpurchase evaluationC. information searchD. situational factor analysisQuestion 2 of 205.0 PointsAndré was afraid his condominium would look shabby to his future in-laws, so he had it painted just before their visit. André was addressing his __________ risk.A. psychologicalB. financialC. performanceD. culturalQuestion 3 of 205.0 PointsConsumers consider universal, retrieval, and evoked sets during the __________ stage of the consumer decision process.A. need recognitionB. postpurchase evaluationC. information searchD. evaluation of alternativesQuestion 4 of 205.0 PointsHow a product is presented can influence the decision-making process. Along with brand and price, this is known as:A. determinant attribute.B. an evoked set.C. a decision heuristic.D. product leverage.Question 5 of 205.0 PointsA(n) __________ is a need or want that is strong enough to cause the person to seek satisfaction.A. priceB. motiveC. attitudeD. perceptionQuestion 6 of 205.0 PointsAmong the factor affecting the consumer decision-making process is/are __________, the way consumers spend their time and money to live.A. lifestyleB. life standardsC. the demonstration effectD. external validationQuestion 7 of 205.0 PointsMany Hollywood movie stars were among the first to buy electric and hybrid vehicles. These stars often became __________, influencing other consumers’ behavior.A. reference groupsB. internal loci of controlC. cultural iconsD. cognitive parametersQuestion 8 of 205.0 PointsIn most countries, __________ tend(s) to be one of the largest purchasers of goods and services.A. importersB. the central governmentC. NAICSD. consumer buying centersQuestion 9 of 205.0 PointsAfter need recognition, a business considers alternatives and comes up with __________ that suppliers might use to develop their proposals to supply the product.A. derived demandB. initiator instructionsC. consensus classificationsD. product specificationsQuestion 10 of 205.0 PointsAt many universities, education faculty members were among the first to ask for personal computers. The education faculty were __________ in the buying center.A. buyersB. initiatorsC. influencersD. usersQuestion 11 of 205.0 PointsThe size and composition of a business buying center will likely vary depending upon the:A. size of the meeting space available.B. importance of purchase decision to be made.C. demography of the target market.D. influence of the consumer.Question 12 of 205.0 PointsMost B2B buying situations can be categorized as new buys, modified rebuys, and:A. significant others.B. straight rebuys.C. angular dilemmas.D. RFPs.Question 13 of 205.0 PointsThe WTO provides all of the following functions EXCEPT it:A. maintains the international monetary system.B. acts as a forum for trade negotiations.C. settles trade disputes.D. reviews national trade policies.Question 14 of 205.0 Points__________ is international trade of goods and services without using currency.A. Exchange controlB. CountertradeC. Tariff tradingD. Quota tradeQuestion 15 of 205.0 PointsThe __________ represents the highest level of integration among participating nations, involving both economic and monetary agreements.A. NAFTAB. EUC. GNID. ASEANQuestion 16 of 205.0 PointsNAFTA, like other free trade agreements, is limited to trade-related issues such as:A. labor mobility.B. monetary union.C. tariffs and quotas.D. banking and financial union.Question 17 of 205.0 PointsWhen assessing __________, a firm will consider its access to capital, current markets, manufacturing capacity, and proprietary assets.A. infrastructureB. competitive vitalityC. internal capabilitiesD. market-relevant competenciesQuestion 18 of 205.0 PointsMany of the best-known American retailers, like KFC and McDonalds, have expanded globally using:A. franchising.B. strategic alliances.C. joint venture.D. direct investment.Question 19 of 205.0 PointsLanguage, customs, culture, and literacy levels significantly affect global __________ strategies.A. pricingB. communicationC. logisticalD. investmentQuestion 20 of 205.0 PointsLimited problem solving usually relies on:A. past experience more than on external information.B. situational stimuli and attitudes.C. external search for information.D. financial analysis of performance risk.ashworth college C16V Online Exam 4 latest 2015 octoberPart 1 of 1 – 100.0 PointsQuestion 1 of 205.0 PointsThe first step in the segmentation process is to:A. create a perceptual map.B. produce a disclosure statement listing the strengths and weaknesses of the firm’s past marketing strategies.C. clearly articulate the firm’s vision or marketing strategy objectives.D. articulate the firm’s self-concept.Question 2 of 205.0 PointsBecause marketing is all about creating value for customers, dividing the market based on __________ segmentation can be quite useful.A. geographicB. self-actualizationC. psychographicD. benefitQuestion 3 of 205.0 PointsChain stores often use __________ data to identify other locations with similar demographics and purchasing behavior.A. geodemographicB. self-actualizationC. psychographicD. geographicQuestion 4 of 205.0 PointsFor a segmentation strategy to be successful, the customers in the segment must react similarly and positively to the firm’s marketing mix. The market segment must be:A. substantial.B. perceptive.C. identifiable.D. responsive.Question 5 of 205.0 PointsMarket growth, market competitiveness, and market access are all elements the marketer will use when assessing the __________ of each potential market segment.A. substanceB. responsivenessC. identificationD. profitabilityQuestion 6 of 205.0 Points__________ involves defining the firm’s marketing mix variables so that target customers have a clear, distinctive, and desirable understanding of the firm’s offerings relative to competitors’ offerings.A. ProcessingB. PerceptualizingC. PositioningD. ProportioningQuestion 7 of 205.0 PointsA(n) __________ is often used to illustrate the position of a firm’s products or brands in consumers’ minds.A. mass marketing analysisB. VALS summaryC. perceptual mapD. loyalty timelineQuestion 8 of 205.0 PointsDespite the short-term success of Tiffany & Co.’s effort to gain new customers for life, the appeal to younger less affluent customers alienated the older, more affluent customer base. Tiffany & Co. chose to reconnect with its traditional customer bases and began the difficult task of:A. segmenting.B. positioning.C. strategic course correction.D. repositioning.Question 9 of 205.0 PointsPaul subscribes to an Internet service that alerts him whenever other firms in his industry are quoted in the media. Paul is using this type of market research primarily to:A. provide a link between him and his production center.B. help him understand the needs of his customers.C. monitor his competitors.D. increase profits through the sale of syndicated data.Question 10 of 205.0 PointsThe difference between an MkIS and a market research study is, an MkIS:A. only uses unstructured questions.B. is an ongoing process of collecting, analyzing and presenting information.C. uses observation research while market research uses questionnaires.D. focuses only on shopping behavior.Question 11 of 205.0 PointsFrom charitable giving to medical records to Internet tracking, consumers are more anxious than ever about:A. secondary data retrieval systems.B. exploitation of resources by unscrupulous global marketers.C. the use of data mining by dating services.D. preserving their fundamental right to privacy.Question 12 of 205.0 PointsThe Marketing Research Process follows five steps, and researchers:A. may not always go through them in the exact sequence if the situation changes or new information is discovered.B. should maintain the integrity of the process by following each step sequentially and thoroughly.C. often collect data before defining the research objectives.D. will often be prepared to present the results before completing the analysis if they are under a great deal of pressure to meet a deadline or launch.Question 13 of 205.0 PointsThe first question a market researcher should ask when considering a research study is:A. Who will pay for it?B. Will the research be useful?C. What is the test population?D. What sample size will be needed?Question 14 of 205.0 PointsMarket researchers can skip some steps in the process, but the research should always begin with:A. focus groups to help refine the questions.B. finding out what management really intends to avoid doing extra work.C. defining the objectives and research needs.D. looking for the newest techniques in data analysis to beat the competition.Question 15 of 205.0 PointsThe objectives of a research project define the type of data needed and:A. the statistical procedures utilized to redefine the objectives.B. process of analysis to be employed.C. the forum in which the data will be presented.D. the type of research necessary to collect the data.Question 16 of 205.0 PointsCompany sales invoices, Census data, and trade association statistics are examples of:A. primary data.B. data mines.C. secondary data.D. simplistic data.Question 17 of 205.0 PointsThere are many important marketing research uses for internal data. If detailed customer information is kept over a period of time, the company may be able to construct an important measure of a customer’s profitability known as:A. customer net worth.B. customer earning potential.C. customer lifetime value.D. primary customer profit.Question 18 of 205.0 PointsCaroline needs to find information about income and age distribution in Orange County, California. The best source of secondary research of use to Caroline is likely to be:A. door-to-door surveys.B. focus group interviews.C. syndicated data.D. census data.Question 19 of 205.0 PointsObservation, in-depth interviews, and focus groups are all __________ research methods.A. conclusiveB. data warehousingC. syndicated marketingD. exploratoryQuestion 20 of 205.0 Points__________ research is a type of quantitative research that manipulates variables to help determine cause and effect.A. CausalB. ExperimentalC. ManipulativeD. Scientific marketingashworth college C16V Online Exam 5 latest 2015 octoberPart 1 of 1 – 100.0 PointsQuestion 1 of 205.0 PointsThe complete set of all products offered by a firm is called its product assortment or:A. product line.B. product categories.C. product mix.D. product line depth.Question 2 of 205.0 PointsA(n) __________ is one where there is a contractual arrangement between firms allowing one to use its brand name for a fee.A. franchise brandB. oint venture brandC. shared brandD. licensed brandQuestion 3 of 205.0 PointsThe basic reason manufacturers spend time and money building their own brands is to:A. create brand awareness.B. build brand equity.C. offset the power of private label manufacturers.D. create positioning possibilities for their generic label lines.Question 4 of 205.0 PointsBrand repositioning refers to a strategy in which marketing changes a brand’s focus to target new customers or realign the brand with changing perceptions. Another name for brand repositioning is:A. strategic brand alteration.B. brand scaling.C. rebranding.D. brand tracking.Question 5 of 205.0 Points__________ have been introduced to help maintain freshness, increase shelf life and offer consumers single doses or uses.A. Convenience packagesB. Quality assurance packagesC. Customized packagesD. Innovations in packagingQuestion 6 of 205.0 PointsWhich of the following is NOT one of the four criteria used for determining how “good” a brand is?A. Brand awarenessB. Brand perceived valueC. Brand associationsD. Brand conceptualizationQuestion 7 of 205.0 Points__________ is the process by which ideas are transformed into new products and services that will help firms grow.A. Beta testingB. InterviewingC. InnovationD. Reverse engineeringQuestion 8 of 205.0 PointsOne of the benefits to a firm of introducing new-to-the-world products or services is:A. cost savings.B. late majority marketing.C. a greater market share that can be held over an extended period of time.D. the creation of world-wide mass markets for new products.Question 9 of 205.0 PointsThe process by which the use of a new product or service spreads throughout a market group is referred to as:A. new product introduction.B. lead user dispersion.C. diffusion of innovation.D. test marketing effectiveness.Question 10 of 205.0 PointsThe __________ diffusion of innovation group is crucial because few new products can be profitable until this large group buys them.A. early adopterB. laggardC. late majorityD. early majorityQuestion 11 of 205.0 PointsPharmaceuticals, computer software, and chemical industries tend to use __________ as a significant source of new product ideas.A. scientific brainstormingB. reverse engineeringC. commercial research firmsD. R&D departmentsQuestion 12 of 205.0 PointsDuring the __________ stage of the product life cycle, sales are low and profits are small or negative.A. introductionB. levelingC. maturityD. declineQuestion 13 of 205.0 PointsAtari produced one of the most successful early game machines. Now, Atari has a small group of loyal customers. Atari’s game system is in the __________ stage of the product life cycle.A. introductionB. levelingC. maturityD. declineQuestion 14 of 205.0 PointsWhen marketers state services are __________, they are referring to the fact that services are produced and consumed at the same time.A. intangibleB. inseparableC. variableD. perishableQuestion 15 of 205.0 PointsThe old restaurant saying “You are only as good as the last meal served” reflects on the fact that services are:A. intangible.B. inseparable.C. variable.D. viable.Question 16 of 205.0 PointsA(n) __________ gap reflects the difference between customers’ expectations and the firm’s perception of those customer expectations.A. communicationB. knowledgeC. standardsD. deliveryQuestion 17 of 205.0 PointsTo meet or exceed customers’ expectations, marketers must:A. know where customers live.B. know how often consumers buy their product.C. determine what the expectations are.D. recognize expectations are a tangible product.Question 18 of 205.0 PointsTechnology and __________ are two ways a delivery gap can be reduced.A. empowering employeesB. variability analysisC. procedural fairnessD. the use of standard operating proceduresQuestion 19 of 205.0 PointsAlthough firms, such as restaurants, have difficulty controlling service quality from day to day, they do have control over:A. how they communicate the services they promise.B. the price of ingredients.C. the attitudes of customers.D. the relative service advantages they provide as compared to their competitors.Question 20 of 205.0 PointsTo resolve service failure problems quickly, firms need:A. to minimize intangibles and reduce the standards gap.B. to promote the inseparability factor associated with the nature of services.C. pricing strategies that facilitate conflict resolution.D. clear policies, and trained and empowered employees.ashworth college C16V Online Exam 6 latest 2015 octoberPart 1 of 1 – 100.0 PointsQuestion 1 of 205.0 PointsThe complete set of all products offered by a firm is called its product assortment or:A. product line.B. product categories.C. product mix.D. product line depth.Question 2 of 205.0 PointsA(n) __________ is one where there is a contractual arrangement between firms allowing one to use its brand name for a fee.A. franchise brandB. oint venture brandC. shared brandD. licensed brandQuestion 3 of 205.0 PointsThe basic reason manufacturers spend time and money building their own brands is to:A. create brand awareness.B. build brand equity.C. offset the power of private label manufacturers.D. create positioning possibilities for their generic label lines.Question 4 of 205.0 PointsBrand repositioning refers to a strategy in which marketing changes a brand’s focus to target new customers or realign the brand with changing perceptions. Another name for brand repositioning is:A. strategic brand alteration.B. brand scaling.C. rebranding.D. brand tracking.Question 5 of 205.0 Points__________ have been introduced to help maintain freshness, increase shelf life and offer consumers single doses or uses.A. Convenience packagesB. Quality assurance packagesC. Customized packagesD. Innovations in packagingQuestion 6 of 205.0 PointsWhich of the following is NOT one of the four criteria used for determining how “good” a brand is?A. Brand awarenessB. Brand perceived valueC. Brand associationsD. Brand conceptualizationQuestion 7 of 205.0 Points__________ is the process by which ideas are transformed into new products and services that will help firms grow.A. Beta testingB. InterviewingC. InnovationD. Reverse engineeringQuestion 8 of 205.0 PointsOne of the benefits to a firm of introducing new-to-the-world products or services is:A. cost savings.B. late majority marketing.C. a greater market share that can be held over an extended period of time.D. the creation of world-wide mass markets for new products.Question 9 of 205.0 PointsThe process by which the use of a new product or service spreads throughout a market group is referred to as:A. new product introduction.B. lead user dispersion.C. diffusion of innovation.D. test marketing effectiveness.Question 10 of 205.0 PointsThe __________ diffusion of innovation group is crucial because few new products can be profitable until this large group buys them.A. early adopterB. laggardC. late majorityD. early majorityQuestion 11 of 205.0 PointsPharmaceuticals, computer software, and chemical industries tend to use __________ as a significant source of new product ideas.A. scientific brainstormingB. reverse engineeringC. commercial research firmsD. R&D departmentsQuestion 12 of 205.0 PointsDuring the __________ stage of the product life cycle, sales are low and profits are small or negative.A. introductionB. levelingC. maturityD. declineQuestion 13 of 205.0 PointsAtari produced one of the most successful early game machines. Now, Atari has a small group of loyal customers. Atari’s game system is in the __________ stage of the product life cycle.A. introductionB. levelingC. maturityD. declineQuestion 14 of 205.0 PointsWhen marketers state services are __________, they are referring to the fact that services are produced and consumed at the same time.A. intangibleB. inseparableC. variableD. perishableQuestion 15 of 205.0 PointsThe old restaurant saying “You are only as good as the last meal served” reflects on the fact that services are:A. intangible.B. inseparable.C. variable.D. viable.Question 16 of 205.0 PointsA(n) __________ gap reflects the difference between customers’ expectations and the firm’s perception of those customer expectations.A. communicationB. knowledgeC. standardsD. deliveryQuestion 17 of 205.0 PointsTo meet or exceed customers’ expectations, marketers must:A. know where customers live.B. know how often consumers buy their product.C. determine what the expectations are.D. recognize expectations are a tangible product.Question 18 of 205.0 PointsTechnology and __________ are two ways a delivery gap can be reduced.A. empowering employeesB. variability analysisC. procedural fairnessD. the use of standard operating proceduresQuestion 19 of 205.0 PointsAlthough firms, such as restaurants, have difficulty controlling service quality from day to day, they do have control over:A. how they communicate the services they promise.B. the price of ingredients.C. the attitudes of customers.D. the relative service advantages they provide as compared to their competitors.Question 20 of 205.0 PointsTo resolve service failure problems quickly, firms need:A. to minimize intangibles and reduce the standards gap.B. to promote the inseparability factor associated with the nature of services.C. pricing strategies that facilitate conflict resolution.D. clear policies, and trained and empowered employees.ashworth college C16V Online Exam 7 latest 2015 octoberPart 1 of 1 – 100.0 PointsQuestion 1 of 205.0 PointsSupply chain management systems include manufacturers, warehouses, stores, and:A. customers.B. competitors.C. buying centers.D. suppliers.Question 2 of 205.0 Points__________ is an element of supply chain management that concentrates on the movement and control of the physical products.A. Dispatcher decision-makingB. Strategic relationship managementC. Logistics managementD. Corporate vertical marketingQuestion 3 of 205.0 PointsManufacturers use wholesalers and retailers because:A. they have no other choice.B. they do not cost much.C. they create value through convenience and lower prices.D. wholesalers control retailers.Question 4 of 205.0 PointsIn the 1990s before the widespread use of the Internet, the typical, well-organized order-to-delivery process included order creation using a telephone, fax or mail, order processing, credit authorization and warehousing and deliver often took:A. a month or more.B. six to eight weeks.C. up to a week.D. 15-30 days.Question 5 of 205.0 PointsTicketing and marking refers to:A. quantifying JIT reliability and assessing its impact.B. booking shipping routes and marking the distribution destination.C. creating and placing price and identification labels.D. determining discounts and marking them into the computerized EDI.Question 6 of 205.0 PointsTypically, manufacturers and retailers exchange business documents through a(n) __________ system.A. cross-docking InternetB. electronic data interchangeC. floor-ready intranetD. vertical conflict reductionQuestion 7 of 205.0 PointsCPFR refers to __________ inventory management systems.A. centralized, planning, factoring, and receivingB. collection, partnering, franchising, and receivingC. collaborative, planning, forecasting, and replenishmentD. corporate, partnering, facilitation, and replenishmentQuestion 8 of 205.0 Points__________ can improve supply chain efficiency by allowing manufacturers to sell on consignment, which shifts the c