Which of the following characteristics make it difficult for services to achieve success?
a. Services are experiential.
b. Services occur in real time.
c. Services are dynamic.
d. All of these make it difficult for a service to be successful.
e. None of these makes it difficult for a service to be successful.
Question 2About ( ) percent of franchise systems provide some form of earnings claims for franchisees?
a. 5 percent
b. about 25 percent
c. about 40 percent
d. about 70 percent
Question 3A volume-oriented pricing objective stresses high returns on the service's investments in labor and resources.
Indicate whether the statement is true or false
Question 4An advertisement for a Michigan resort features the headline, Endless Coast. Endless Sand. Endless Sunset.
Endless Time. Lighthouse Harbor Lodge.. The primary purpose of this headline is to:
a. identify the brand.
b. establish a tone or emotion.
c. select the audience.
d. give advice to the reader.
Question 5A fee system is much like that used by consultants or attorneys, whereby the advertiser and the agency agree on an hourly rate for different services provided.
a. True
b. False
Indicate whether the statement is true or false
Question 6Service performance measures can be used to accomplish all of the following tasks EXCEPT
a. setting acceptable levels of service standards.
b. letting service employees know what is expected of them.
c. signaling to customers that the service organization cares about them.
d. All of these can be accomplished with service performance measures.
e. None of these can be accomplished with service performance measures.
Question 7The Disclosure Document in franchising means the same as:
a. Uniform Franchise Offering Circular
b. Rule 245 of the Sherman Anti-Trust Act
c. the Walsh-Healy Act of 1970
d. the commitment to no tying agreements between franchise systems.
Question 8A profit-oriented pricing objective stresses processing large number of customers or their possessions.
Indicate whether the statement is true or false
Question 9Although, it may possess other positive aspects, a headline does no good unless it:
a. makes a strong emotional appeal.
b. conveys information not included in the body copy.
c. restates the ideas found in the visuals.
d. motivates readers to move on to the rest of the ad.
Question 10A typical markup charge for outside services is five to ten percent.
a. True
b. False
Indicate whether the statement is true or false
Question 11Which of the following is not a benefit that a service can realize by studying its successes and failures?
a. The service can use the information to reward excellent performance.
b. The service can prioritize its improvement options.
c. The service can take steps to preempt customer-switching behavior.
d. All of these are benefits to the service organization that studies its successes and failures.
e. None of these are benefits to the service organization that studies its successes and failures
Quick Reply
