Business Services
Practice Test
1.
Atmospherics include
a.
furniture
b.
sound
c.
smell
d.
all of the above
2.
Any services related to the production and marketing of a physical good are known as
a.
facilitating services
b.
complementary services
c.
consultive services
d.
machinable
3.
A common experience is for an innovative company to initially gain a competitive advantage, but be unable to keep it. This is known as
a.
innovator syndrome
b.
reactive strategy
c.
smoothing demand
d.
proactive strategy
4.
A service must be performed in a timely manner and cannot be stored for later, because it has the characteristic of
a.
vividness
b.
perishability
c.
tangibility
d.
simultaneity
5.
An effort to make the service more concrete to customers is
a.
heterogeneity
b.
tangibilize
c.
simultaneity
d.
symbolize
6.
The physical aspects of a service setting that communicate the nature of the service are known as the
a.
atmospherics
b.
script
c.
physical evidence
d.
service framework
7.
The features of a setting that provide a distinctive identity for a service organization are its
a.
service blueprint
b.
service capacity
c.
service identifier
d.
service process
8.
A strategy of treating a company’s employees as customers is known as
a.
micromarketing
b.
double-barreled marketing
c.
internal marketing
d.
customer service
9.
In business services, the performance involves
a.
the audience
b.
the actors
c.
the setting
d.
all of the above
10.
Professional services includes
a.
auto repair
b.
law
c.
food marketing
d.
all of the above
