University of Massachusetts, Amherst

Marketing 301

Ch. 12- Services and Nonprofit Organization Marketing

1)Which of the following is NOT an example of a service?

1. • consulting
   • legal advice
   • customer service
   • desktop publishing software
2. A consumer’s level of satisfaction with the assistance that a sales representative provides is an example of ______________
3. Providing a service for the lowest price is an example of _____________________
4. The term______________refers to the inherent variability of services and service providers.
5. Skilled employees who treat customers with respect and make customers feel that they can trust them exemplify ________________
6. The _____________________ strategy uses technology to deliver customized services to each consumer.
7. The ________________ method offers features with varying prices that depend on the market segment’s ability to pay.
8. An effective way to ensure the happiness of service employees is ___________________
9. Which of the following is an example of a non-profit organization?
   • General Electric
   • Ford Motor Company
   • Amazaon.com

-The University of Chicago

10. The term ______________refers to services in which the consumer is actually involved in the production of the service.
11. The _______________ of a service include(s) physical facilities, tools, and the equipment used to provide the service.
12. Employees who recognize customers and learn their specific requirements are practicing____________
13. In the hotel industry, the overnight rental of a bedroom constitutes the ________________
14. Factors to consider in the distribution strategy of service organizations include all of the following EXCEPT:
    • convenience

- customization

• number of outlets
• scheduling

15. The___________ model helps managers identify the source of quality problems and understand how service quality can be improved.