When developing servicescapes, firms recognize that their physical environment will affect employees and customers. This is due primarily to:
A) inseparability.
B) intangibility.
C) heterogeneity.
D) perishability.
E) socialization.
Question 2Only the largest firms can execute __________, which involves the development of multiple marketing programs to serve all customer segments simultaneously.
A) single segment targeting
B) market specialization
C) selective targeting
D) product specialization
E) mass market targeting
Question 3A buyer's name, title, and contact information constitute basic information about the buyer's selling situation.
Indicate whether the statement is true or false
Question 4Using the behavior-based measurement approach to salesperson performance, sales managers:
A) monitor and direct the activities of salespeople.
B) use subjective measures of salesperson behavior.
C) emphasize a compensation system with a large fixed component.
D) consider the knowledge and presentation skills of the salesperson.
E) all of the answer choices.
Question 5Which of the following is an example of an avoidance behavior?
A) spending money
B) interacting with employees
C) browsing
D) ignoring service providers
E) all of these
Question 6Firms engage in __________ when their intimate knowledge and expertise in one market allows them to offer customized marketing programs that not only deliver needed products but also provide needed solutions to customers' problems.
A) single segment targeting
B) market specialization
C) selective targeting
D) product specialization
E) mass market targeting
Question 7Organizations today only use outbound telemarketing to generate leads because inbound telemarketing cannot be used to generate leads.
Indicate whether the statement is true or false
Question 8The _____ measurement approach of salesperson performance is best suited for the emerging emphasis on relationship selling.
A) esteem-based
B) behavior-based
C) satisfaction-based
D) outcome-based
E) none of the answer choices.
Question 9Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors. Consumer approach behavior is demonstrated by:
A) a desire to stay.
B) a desire to explore and interact.
C) a desire to communicate.
D) feelings of satisfaction.
E) all of these.
Question 10Which of the following IS NOT a typical basis used to segment business markets?
A) type of organization
B) organizational characteristics
C) benefits sought
D) organizational culture
E) relationship intensity
Question 11An organization's records of former customers are usually a poor source for prospecting.
Indicate whether the statement is true or false
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