BUSI 330 quiz 5 complete solutions correct answers A+ work

Liberty University BUSI 330 quiz 5 complete solutions correct answers A+ work

More than 4 different versions

Question 1 The four major types of limited­service merchant wholesalers are cash and carry wholesalers, drop shippers, truck jobbers, and __________.

Question 2 The Sports Authority is a sporting goods superstore that provides year­round inventory of equipment for just about any sport you can name. Even during the "off season," equipment for seasonal sports is available at the Sports Authority. Which utility does the Sports Authority best provide?

Question 3 As a business format franchisor, McDonald's provides step­by­step procedures for most aspects of the business and

Question 4 Jane Westerlund owns a small retail picture frame store in a local strip mall. She just bought 10 picture frames from a promising woodworker for $36 each. Based on market conditions, she will sell these for $100 each. What is the percentage markup based on the selling price?

Question 5 Subway is a popular __________.

Question 6 McDonald's, Radio Shack, and Subway are examples of __________.

Question 7 There are two general types of franchises: business­format franchises and __________ franchises.

Question 8 Stores that carry tremendous depth in one primary line of merchandise are referred to as

Question 9 Vending machines are an example of __________.

Question 10 Which type of outlet is most likely in its decline stage of the retail life cycle?

Question 11 The two­way flow of communication between a buyer and a seller, often in a face­to­face encounter, designed to influence a person's or group's purchase decision is referred to as

Question 12 Figure 14­5 The promotion decision process is divided into three phases. In Figure 14­5 above, B refers to the __________ phase.

Question 13 For a promotional campaign, the hierarchy of effects refers to the stages a prospective buyer goes through, which include:

Question 14 In the feedback loop, the impact the message has on the receiver's knowledge, attitude, or behaviors during the communications process is referred to as __________.

Question 15 Which of the following weaknesses is associated with sales promotions?

Question 16 The local radio station broadcast a story about a dry­cleaner that requested coat donations. The company offered to clean the coats and deliver them to people in need. The various addresses of the dry­cleaner chain were also broadcast so that donations could be dropped off. Since this featured business did not pay for this exposure, it benefited from __________.

Question 17 According to the textbook, __________ recently won Advertising Age magazine's coveted Media Agency of the Year award.

Question 18 Which of the following statements describes a disadvantage associated with personal selling?

Question 19 Lenox China Co. would like to get its annual Christmas ornament series into Macy's department stores. Macy's has a buyer in New York City who makes decisions on its giftware. Which promotional element would be most appropriate for Lenox to use to reach the Macy's buyer?

Question 20 During the planning phase of an IMC program, a firm will identify the target audience, specify the promotion objectives, set the budget, select the right promotional tools, __________, and schedule the promotion.

Question 21 When Bebe, a contemporary women's clothing store, uses seductive imagery in its advertising, it is using which type of advertising appeal?

Question 22 When developing the advertising program, specifying __________ helps advertisers with other choices in the process such as selecting media and evaluating a campaign.

Question 23 One of the disadvantages associated with television as an advertising medium is that it

Question 24 One of the advantages associated with television as an advertising medium is that it

Question 25 Click fraud can occur when legitimate website visitors click on ads without any intention of looking at the site to keep them free. This practice is called _________.

Question 26 The Wall Street Journal and USA Today each have a national distribution of more than

Question 27 Suppose the following information: The cost of a full page color ad in the U.S. national edition of The Wall Street Journal (newspaper) is $312,283 and its U.S. audience size is 1,566,027. The cost of a full page color ad in the U.S. national edition Sports Illustrated (magazine) is $392,800 and has an audience size of 3,150,000. The cost of a 30­second ad on the most recent Super Bowl (television) is $3,500,000 and has an audience size of 111,300,000. Using this information, which of the following is the most appropriate metric to use to determine which medium would provide the most efficient use of your limited resources?

Question 28 According to Figure 15­1A above, which of the following media alternatives has the LARGEST amount of advertising expenditures?

Question 29 Consumer­oriented sales promotions refer to

Question 30 The type of appeal used to imply either directly or subtly that the product is more fun or exciting than competitors' offerings is referred to as a(n) _________.

Question 1

As a result of legislation, consumers who do not want to receive telephone calls related to a company sales efforts can

Question 2

Store layout, colors, lighting, and music are all considered part of a store's retail

Question 3

A retail outlet that focuses on one type of product at very competitive or discount prices and often dominates the market is referred to as a __________.

Question 4

The major difference between an off‑price retailer and a discount store is that off‑price retailers purchase merchandise from manufacturers __________ and discount stores buy from wholesalers __________.

Question 5

Higher paper costs, increased postage rates, the growing interest in do‑not‑mail legislation, and concern for "green" mailings have resulted in

Question 6

Vending machines are no longer limited by the need for cash. In Japan, South Korea, and the Philippines, consumers use mobile phones that transmit payments to vending machines wirelessly. This is an example of how vending machines can provide which type of utility?

Question 7

Which of the following firms has made the wisest wholesaler choice for its product?

Question 8

According to the retail life cycle, in which stage would market share rise gradually, although profits may be low because of start‑up costs?

Question 10

Specialty stores that dominate the market are referred to as __________.

Question 12

The promotional objective of the introduction stage of the product life cycle is to __________ consumers in order to increase their level of awareness of the product offering.

Question 13

Promotional programs are directed at all of the following EXCEPT:

Question 14

All of the following are examples of direct marketing tools EXCEPT:

Question 15

Which of the following is an inherent weakness of advertising?

Question 16

The __________ includes advertising, personal selling, sales promotion, public relations, and direct marketing.

Question 17

Figure 14‑2

To communicate with consumers, a company can use one or more of five promotion alternatives. In Figure 14‑2 above, the promotional element labeled C represents __________.

Question 18

The promotional mix can be used to: (1) inform prospective buyers about the benefits of the product; (2) persuade them to try it; and (3) __________.

Question 19

Chrysler Corporation provides support and incentives for its Chrysler, Dodge, and Jeep dealers. Through a multi‑level program, Chrysler provides incentives to reward dealers for meeting sales goals. Dealers receive an incentive when they are near a goal, another when they reach a goal, and a larger incentive if they exceed sales projections. All of these actions are intended to encourage Chrysler dealers to __________ the Chrysler products through the channel to consumers.

Question 20

Which of the following statements about advertising is most accurate?

Question 21

A form of click fraud is called "PTR," which is an acronym for

Question 22

When Allyn went to get his newspaper, he found the paper in a plastic bag along with a box containing one dose of Alka‑Seltzer Heartburn Relief medication. In this example, which type of sales promotion is Alka‑Seltzer using?

Question 23

Some studies show that __________ are superior to other advertising strategies.

Question 24

Which sales promotion tool is the best match for the growth in consumer (or user)‑ generated content?

Question 25

Interactive ads that have drop‑down menus, built‑in games, or search engines to engage viewers are referred to as __________.

Question 26

A hardware store owner placed an advertisement for Sylvania LED light bulbs in the local newspaper. Sylvania provided the storeowner with several high‑quality, camera‑ready sample advertisements. In addition to supplying the advertising formats, Sylvania also paid 50 percent of the cost to place the ad in the paper. Sylvania was using __________ to promote its products.

Question 27

In terms of scheduling advertising, purchase frequency refers to

Question 29

As shown in the McDonald's Sales Promotion Image above, McDonald's partners with Hasbro each year to offer a Monopoly sales promotion that involves customers who purchase selected menu items will receive two tokens that correspond to the properties on the popular game board. If a set of tokens match the color‑coded properties, customers will win a cash prize of up to $1 million. Customers may also win "Instant" prizes redeemable for specific food or drink items. What is this popular sales promotion?

Question 30

Sales promotions that usually offer a discounted price to the consumer, which encourages trial of the product, are commonly referred to as __________.

Location-based social networking apps such as Foursquare reward customers for

a.   using minutes on their mobile phones.

b.   shopping online.

c.   responding to TV ads.

d.   reporting their locations and visiting stores.

e.   answering customer service surveys on their mobile phones.

Foursquare, Gowalla, Booyah, Brightkite, and Loopt are

a.   multiplayer video games.

b.   advertising agencies.

c.   location-based social networking apps for smartphones.

d.   names of new phones targeted at college students.

e.   restaurants with new food concepts.

Why do retailers like location-based apps such as Foursquare?

a.   they use audio and video to communicate a message

b.   all consumers demand technology-based offerings today

c.   they are free

d.   they attract consumers who are not price sensitive

e.   they provide an opportunity to personalize offerings to potential customers

All activities involved in selling, renting, and providing products and services to ultimate consumers for personal, family, or household use are referred to as __________.

a.   manufacturing

b.   retailing

c.   wholesaling

d.   facilitating

e.   logistics

Retailing refers to all activities involved in the

a.   selling, renting, and providing of products and services to ultimate consumers for personal, family, or household use.

b.   selling of tangible products to ultimate consumers for personal, family, or household use.

c.   selling of tangible products to ultimate consumers for personal, household, or industrial use.

d.   selling, renting, leasing, or reselling of products and services to ultimate consumers or small industrial users.

e.   selling, renting, and providing of products and services without retaining the title to these offerings.

Retailing is an important marketing activity.  Not only do producers and consumers meet through retailing actions, but retailing also creates __________.

a.   the nation’s largest source of tax revenues

b.   the largest source of charitable contributions

c.   limited utilities for consumers

d.   customer value

e.   a sense of community

The __________ provided by retailers create value for consumers.

a.   utilities

b.   wholesaling functions

c.   outsourcing

d.   logistics

e.   synergies

The four utilities offered to consumers through retailing are

a.   convenience, performance, possession, and form.

b.   time, place, possession, and form.

c.   product, price, place, and promotion.

d.   people, productivity, process, and physical environment.

e.   convenience, consistency, competition, and choice.

Wells Fargo is one of the best-run banks in the United States.  It reaches retail customers through 9,000 stores, a worldwide network of 12,000 ATMs, and its online banking service.  Which utility does Wells Fargo best provide?

a.   time

b.   possession

c.   place

d.   form

e.   performance

Enterprise car rental agency differentiates itself from other similar agencies by providing a delivery service.  This delivery service is particularly valuable to someone who has been left stranded without transportation.  By making it easy to rent temporary transportation, Enterprise is emphasizing which utility?

a.   form

b.   product

c.   service

d.   possession

e.   convenience

CarMax dealers have adopted a “no-hassle, no-haggle” sales policy that eliminates the need for negotiating.  Instead, all customers are offered the same price.  Test drives, financing, trade-ins, and leasing are all offered to encourage customers to purchase a car.  Which utility does CarMax best provide?

a.   product

b.   form

c.   convenience

d.   service

e.   possession

Albertson’s Supermarket accepts debit and credit cards as well as cash and checks for purchases.  Its acceptance of various forms of payment provides its customers with __________ utility.

a.   time

b.   place

c.   possession

d.   form

e.   public

A restaurant that offers food made exactly to each customer’s preference is providing its customers with __________ utility.

a.   time

b.   place

c.   possession

d.   form

e.   process

The ability to shop over the Internet 24/7 provides consumers with __________ utility.

a.   form

b.   time

c.   convenience

d.   possession

e.   performance

At the Christmas Tree Shop, customers can shop for Christmas gifts at any time of year.  What type of utility does this store primarily provide for its customers?

a.   place and conformance

b.   possession and form

c.   form

d.   performance

e.   time

The Sports Authority is a sporting goods superstore that provides year-round inventory of equipment for just about any sport you can name.  Even during the “off season”, equipment for seasonal sports is available at the Sports Authority.  Which utility does the Sports Authority best provide?

a.   time

b.   convenience

c.   possession

d.   form

e.   performance

Retailing’s economic value is represented by the people employed in retailing as well as by

a.   the price asked for any one item.

b.   the cost of goods sold.

c.   the net return on capital.

d.   annual sales of retailers.

e.   the elimination of global boundaries.

Retailing’s economic value is represented by the annual sales of retailers and __________.

a.   the price asked for any one item

b.   the cost of goods sold

c.   the people employed in retailing

d.   the net return on capital

e.   the elimination of global boundaries

As shown in Figure 16-2 above, the greatest dollar amount of retail sales in the United States is generated by __________.

a.   food and beverage stores

b.   sporting goods, books, and music stores

c.   electronic stores

d.   automotive dealers

e.   furniture and home furnishing stores

As shown in Figure 16-2 above, the smallest dollar amount of retail sales in the United States is generated by __________.

a.   automotive dealers

b.   food and beverage stores

c.   sporting goods, books, and music stores

d.   electronic stores

e.   furniture and home furnishing stores

Four of the 30 largest businesses in the United States are retailers—Walmart, Costco, Home Depot, and _________.

a.   Sears

b.   Target

c.   Best Buy

d.   JC Penney

e.   Bloomingdale

Walmart’s $421 billion in sales in 2010 surpassed the gross domestic product of all but __________ countries for that same year.

a.   5

b.   12

c.   18

d.   29

e.   50

Outside the United States, large retailers include __________ in Japan, Carrefour in France, Metro Group in Germany, and Tesco in Britain.

a.   Aeon

b.   Toshei

c.   Seebi

d.   Goshen

e.   Toshi

There are three key methods of classifying retail operations

a.   method of operation, revenues generated, and merchandise line.

b.   form of ownership, method of operation, and merchandise line.

c.   form of ownership, level of service, and merchandise line.

d.   level of service, merchandise line, and revenues generated.

e.   merchandise line, form of ownership, and revenues generated.

Which of the following is a commonly used method of classifying retail outlets?

a.   service versus product

b.   form of ownership

c.   proportion of national versus private label brands carried

d.   revenues generated

e.   profitability

The _________ distinguishes retail outlets based on whether independent retailers, corporate chains, or contractual systems own the outlet.

a.   product involvement

b.   service level

c.   merchandise line

d.   product assortment

e.   form of ownership

A method of classification that describes the degree of service provided to the customer is referred to as _________.

a.   product involvement

b.   product assortment

c.   merchandise line

d.   level of service

e.   form of ownership

Three __________ are provided by self-, limited-, and full-service retailers.

a.   levels of distribution

b.   levels of involvement

c.   levels of service

d.   service commitments

e.   merchandise lines

The degree of service provided to the customer from self-, limited-, and full-service retailers is referred to as __________.

a.   involvement

b.   level of service

c.   service commitment

d.   customer obligation

e.   degree of commitment

Level of service is used to describe the degree of service provided to the customer.  Three levels of service are provided by self-, _________-, and full-service retailers.

a.   limited

b.   commitment

c.   involvement

d.   obligation

e.   pledge

A method of classification that describes how many different types of products a store carries and in what assortment is referred to as a __________.

a.   product mix

b.   service level

c.   product assortment

d.   store composition

e.   merchandise line

Retailers have come to realize that consumers want products that are consistent with their personal values and

a.   foreign regulations.

b.   meet third party certifications.

c.   they want to purchase them from retailers with similar values.

d.   cost less.

e.   social image.

When Home Depot switched its in-store light fixture displays to compact fluorescent light bulbs it saved __________ per year.

a.   $16 million

b.   $24 million

c.   $29 million

d.   $31 million

e.   $42 million

By requiring its toy suppliers to trim one square-inch of packaging from its lines, Walmart reduced packaging by __________ tons.

a.   3,000

b.   3,500

c.   4,000

d.   4,500

e.   5,000

Target has taken the “green” concept to its advertising agency and requires

a.   the use of the Green Certified Retail Operations Guide.

b.   that all vehicles produce no emissions.

c.   a “green” logo appears at the end of the ad.

d.   that waste from shooting new commercials be recycled or composted.

e.   an environmental impact report each month.

There are three general forms of retail ownership: contractual system, corporate chain, and __________.

a.   dual ownership

b.   industry consortium

c.   retailing cooperative

d.   independent retailer

e.   multi-national cartel

There are three general forms of retail ownership: contractual system, independent retailer, and __________.

a.   dual ownership

b.   industry consortium

c.   retailing cooperative

d.   multi-national cartel

e.   corporate chain

There are three general forms of retail ownership: independent retailer, corporate chain, and __________.

a.   dual ownership

b.   industry consortium

c.   retailing cooperative

d.   contractual system

e.   multi-national cartel

One of the most common forms of retail ownership is the __________ owned by a person.

a.   corporate chain

b.   consumer cooperative

c.   contractual system

d.   independent retailer

e.   administered system

Independent retailers account for most of the __________ retail establishments in the United States.

a.   50,000

b.   90,000

c.   500,000

d.   900,000

e.   1.1 million

Most of the 1.1 million retail establishments in the United States including hardware stores, convenience stores, clothing stores, and computer and software stores are owned by __________.

a.   corporate chains

b.   contractual systems

c.   independent retailers

d.   conglomerate

e.   multinationals

Which form of retail outlet would most likely offer customer convenience, quality personal service, and lifestyle compatibility?

a.   corporate chain

b.   independent retailer

c.   administered system

d.   contractual system

e.   sole incorporation

Your neighborhood dry cleaner or florist is likely to be categorized as an independent retailer.  This means it is owned by a(n) __________.

a.   individual

b.   conglomerate

c.   consortium

d.   corporation

e.   cooperative

A form of ownership that involves multiple outlets under common ownership is referred to as a(n).

a.   corporate chain

b.   consumer cooperative

c.   contractual system

d.   independent retailer

e.   administered system

Bloomingdale’s stores are all part of __________ corporate chain.

a.   Dillard’s

b.   Macy’s

c.   Target’s

d.   Walmart’s

e.   Saks Fifth Avenue

Which of the following statements regarding corporate chains is most accurate?

a.   Corporate chains usually avoid using centralized decision-making.

b.   Corporate chains generally own most if not all of their suppliers so they do not have to negotiate for price.

c.   Consumers have fewer choices in merchandise since all buying decisions are made unilaterally.

d.   Corporate chains offer the least benefit to consumers since they are the farthest removed from the ultimate consumer.

e.   Corporate chains are multiple outlets under common ownership. 

Consumers benefit in dealing with retail corporate chains because

a.   corporate chains have more experience than other forms of retailers.

b.   they can own stock in the same company where they shop since corporate chain stock must be publicly-traded.

c.   they can bargain with a manufacturer to obtain product volume discounts on orders, which can be passed on to consumers in terms of lower prices.

d.   there are multiple outlets with varied merchandise and independent management policies.

e.   merchandise is arranged and displayed by professional designers making their shopping experience less stressful.

Consumers benefit in dealing with retail corporate chains because

a.   corporate chains have more experience than other forms of retailers.

b.   they can own stock in the same company where they shop since corporate chain stock must be publicly-traded.

c.   they can establish a credit history more easily than with other forms of retailers.

d.   there are multiple outlets with similar merchandise and consistent management policies.

e.   they have less stress in making decisions since merchandise is arranged and displayed by professional designers.

The acronym RFID stands for

a.   retail franchise identification designation.

b.   required financial identification.

c.   radar frequency identification.

d.   radio frequency identification.

e.   retail federation of independent department stores.

Walmart has developed a sophisticated inventory management and cost control system that allows rapid price changes for each product in the store.  The firm also uses technologies such as __________ to improve the quality of information available about products.

a.   radio frequency identification

b.   encapsulation techniques

c.   bar code scanners

d.   nanotechnology

e.   cookies

Independently owned stores that band together to act like a chain are referred to as __________.

a.   corporate chains

b.   cooperative marketing systems

c.   contractual systems

d.   regional shopping centers

e.   self-service systems

The three basic types of contractual systems are:

a.   retailer-sponsored cooperatives, wholesaler-sponsored voluntary chains, and franchises.

b.   dual ownership agreements, industry consortiums, and non-binding cooperatives.

c.   wholesaler-sponsored voluntary chains, non-binding cooperatives, and franchises.

d.   dual ownership agreements, industry consortiums, and multi-national cartels.

e.   non-binding, binding, and in perpetuity.

One way neighborhood grocers can take advantage of volume discounts commonly available to chains is to

a.   purchase a franchise membership.

b.   become a subsidiary of a larger supermarket chain like Kroger.

c.   join a professional merchant association and hire food brokers to negotiate lower prices for produce and dry goods.

d.   create a grocery networking system to exchange coupon vouchers.

e.   participate in a retailer-sponsored cooperative with other independent grocers.

Neighborhood grocers that ban together with several other independent grocers who all agree to buy their goods directly from food manufacturers are a form of

a.   retailer-sponsored cooperative.

b.   consortium system.

c.   administrative system.

d.   conglomerate system.

e.   collaborate chain.

Which method of classifying retail outlets would be most appropriate for describing franchise operations?

a.   form of ownership

b.   level of service

c.   merchandise line

d.   method of operation

e.   revenues generated

Franchising is a type of __________.

a.   administered system

b.   contractual system

c.   vertically integrated chain

d.   retail-sponsored cooperative

e.   corporate system

In a(n) __________, an individual or firm contracts with a parent company to set up a business or retail outlet.

a.   administered system

b.   vertically integrated chain

c.   retail-sponsored cooperative

d.   franchise system

e.   corporate system

What type of contractual system describes a situation where assistance in selecting the location, setting up the store or facility, advertising, and training personnel is provided?

a.   administered system

b.   conglomerate system

c.   franchise system

d.   vertical integrated system

e.   retail-sponsored cooperative

As a franchisor, Radio Shack would assist a franchisee in selecting the store location, setting up the store, advertising, and __________.

a.   developing the marketing program

b.   training personnel

c.   offering performance bonuses

d.   ordering and restocking inventory

e.   paying insurance and legal fees

There are two general types of franchises:

a.   product-format franchises and distribution franchises.

b.   business-format franchises and manufacturing franchises.

c.   business-format franchises and general service franchises.

d.   business-format franchises and venture franchises.

e.   business-format franchises and product-distribution franchises.

There are two general types of franchises: business-format franchises and __________ franchises.

a.   product-distribution

b.   general service

c.   manufacturing

d.   distribution

e.   venture

A franchise where the franchiser provides a few general guidelines to the franchisee is known as a

a.   business-format franchise.

b.   manufacturing franchise.

c.   product-distribution franchise.

d.   general service franchise.

e.   business franchise venture.

Ford and Coca-Cola represent which type of franchise?

a.   business-format franchise

b.   manufacturing franchise

c.   general service franchise

d.   product-distribution franchise

e.   business franchise venture

A franchise where the franchisor provides step-by-step procedures for most aspects of the business is known as a

a.   business-format franchise.

b.   product-distribution franchise.

c.   business franchise venture.

d.   manufacturing franchise.

e.   general service franchise.

McDonald’s, Radio Shack, and Subway are all _________.

a.   product-distribution franchises

b.   business franchise venture

c.   business-format franchises

d.   manufacturing franchises

e.   general service franchise

As a business format franchisor, McDonald’s provides step-by-step procedures for most aspects of the business and

a.   provides an accounting system to pay the franchisee bills promptly.

b.   shops for the best food values.

c.   maintains the property.

d.   guidelines for the most likely decisions a franchisee will face.

e.   disciplines dishonest employees.

Subway is a popular __________.

a.   business-format franchise

b.   product-distribution franchise

c.   business franchise venture

d.   manufacturing franchise

e.   general service franchise

Subway is one of the fastest growing __________.

a.   product-distribution franchises

b.   corporate chains

c.   business-format franchises

d.   independently owned retailers

e.   horizontal marketing systems

Franchising is attractive for the franchisee because

a.   it gives the franchisee complete control over the delivery and presentation of merchandise.

b.   the license fees paid to the franchisor are the only fees the franchisee pays.

c.   it relieves the franchisee from any company or product liabilities.

d.   it offers the franchisee the opportunity to enter into a well-known, established business where managerial advice is provided.

e.   the franchisee is completely his or her own boss.

Organizations that decide to franchise (franchisors) have __________ expansion costs accompanied by __________ control, compared to owning their own retail outlets.

a.   greater; greater

b.   reduced; reduced

c.   greater; reduced

d.   reduced; greater

e.   greater; about the same

By selling franchises, an organization __________ the cost of expansion and __________ its control compared to owning its own retail outlets.

a.   increases; increases

b.   increases; reduces

c.   reduces; increases

d.   increases; retains about the same

e.   reduces; reduces

The three commonly used terms to describe levels of service are

a.   self-service, limited-service, and full-service.

b.   self-service, sales-service, and customer-service

c.   self-service, automated service, and online-service.

d.   limited-service, full-service, and automated-service.

e.   wholesaler-service, retailer-service, and customer-service.

The level of service that requires that the customers perform many functions during the purchase process is __________.

a.   full-service

b.   limited-service

c.   self-service

d.   customized-service

e.   automated-service

Off-price retailers, warehouse clubs, and grocery stores that require customers to bag their groceries provide what level of retail service?

a.   full-service

b.   limited-service

c.   customized-service

d.   self-service

e.   automated-service

A number of U.S.-based retail chains have begun using lines and terminals that do not use clerks.  This is an example of what level of retail service?

a.   full-service

b.   self-service

c.   limited-service

d.   customized-service

e.   functional-service

Costco requires customers to perform many shopping functions during the purchasing process and all nonessential customer services have been eliminated.  What level of service does Costco offer?

a.   limited-service

b.   full-service

c.   customized-service

d.   self-service

e.   restricted-service

General merchandise stores such as Walmart, Kmart, and Target are usually considered __________ outlets.

a.   exclusive-service

b.   minimal-service

c.   self-service

d.   full-service

e.   limited-service

Outlets where customers are responsible for most shopping activities, although salespeople are available in some departments, would be classified as __________ outlets.

a.   limited-service

b.   exclusive-service

c.   minimal-service

d.   self-service

e.   full-service

Loehmann’s is an upscale, off-price specialty retailer for name-brand designer fashions. Loehmann’s provides consumers with

a.   full-service.

b.   limited service.

c.   self- service.

d.   restricted service.

e.   functional service.

Target recently introduced its Target REDcard, where cardholders receive 5% back for each purchase.  Target also allows customers to return merchandise within 30 days but still does not offer alteration services.  Target offers what level of service to its customers?

a.   full-service

b.   self-service

c.   automated-service

d.   limited-service

e.   customized service

At which level of service would the customer perform the least number of functions?

a.   automated-service

b.   minimal-service

c.   self-service

d.   limited-service

e.   full-service

Specialty stores and department stores are frequently categorized by which level of service?

a.   full-service

b.   exclusive-service

c.   minimal-service

d.   self-service

e.   limited-service

Most specialty stores and department stores, which provide many services to their customers, are considered to be __________.

a.   exclusive-service retailers

b.   limited-service retailers

c.   full-service retailers

d.   full-domain retailers

e.   upscale-retailers

Godiva Chocolatier invites consumers to stop by one of their stores for an unforgettable experience, including delectable chocolates, decorative gift collections, and unrivaled customer care.  What type of retail service is Godiva offering?

a.   full-service

b.   limited-service

c.   self- service

d.   restricted-service

e.   functional-service

Saks Fifth Avenue is an upscale retailer that offers designer brand women’s apparel, fragrances, jewelry, and leather accessories.  The retailer relies on better service to sell its products and to retain its customers.  Saks Fifth Avenue would be classified as a(n) _________.

a.   exclusive-service retailer

b.   limited-service retailer

c.   full-service retailer

d.   full-domain retailer

e.   limited-domain retailer

A specialty retail store carries a broad selection of small kitchen appliances.  It has an informed staff and will even gift-wrap your purchases free of charge.  It also offers a shop for repairs should your appliances need maintenance.  This store offers __________ to its customers.

a.   exclusive-service

b.   upscale-service

c.   self-service

d.   limited-service

e.   full-service

Williams-Sonoma is a specialty store that caters to customers who want to cook at home.  It offers free cooking classes, has frequent demonstrations by cookbook authors, and has employees who are knowledgeable about food preparation.  The sales staff  helps customers make their selections.  Williams-Sonoma is a __________ retailer.

a.   exclusive-service

b.   full-service

c.   upscale-service

d.   self-service

e.   limited-service

Nordstrom stores typically have 50 percent more salespeople on the floor than similarly sized stores, and the salespeople are renowned for their professional and personalized attention to customers.  Nordstrom would be considered a(n) __________.

a.   exclusive-service retailer

b.   limited-service retailer

c.   full-service retailer

d.   upscale-retailer

e.   limited-domain retailer

A Woman’s Place is a retail store, created and staffed by women, that offers products and services relating to maternity needs.  For expectant mothers, it offers advice and personal shopping services, help with hair and/or make-up problems, and free delivery.  A Woman’s Place is an example of a(n) __________ retailer.

a.   franchise

b.   service

c.   limited -service

d.   full-service

e.   upscale

Retail outlets vary by their merchandise lines, the key distinction being the __________ and __________ of the items offered to customers.

a.   breadth; span

b.   breadth; depth

c.   breadth; line

d.   scope; inventory

e.   range; span

Your local Safeway grocery store is likely to be categorized according to what form of ownership, level of service, or merchandise line?

a.   form of ownership

b.   level of service

c.   merchandise line

d.   method of operation

e.   revenue generated

Depth of product line refers to

a.   the percentage of goods stored as inventory.

b.   the variety of different product a store carries

c.   variations in price and color on specific items in a store.

d.   the number of items available within a product line.

e.   the number of different product classes owned by a corporate chain.

A large assortment of each item in a store is referred to as

a.   product span.

b.   breadth of product line.

c.   length of product line.

d.   width of product line.

e.   depth of product line.

Your local Hallmark retailer carries thousands of greeting cards.  You can find cards for a “twins” birthday, from my cat to yours, and many other unique occasions.  This is an example of the _________ that the Hallmark retailer carries.

a.   depth of product line

b.   breadth of product line

c.   height of product line

d.   length of product line

e.   width of product line

New Balance offers shoes for men, women, and children in many sizes and foot widths.  It offers running, cross training, walking, golf, and other types of shoes.  This an example of the __________ th