Techno Products Corp., a system integration services company, provides a pay-per-use option for its business customers that allows them to understand its product's capabilities before they order licensed versions on a large scale. This option has made Techno Products Corp. extremely popular with smaller firms that plan to invest on information technology infrastructure but have limited funds. The factor that is contributing to the success of Techno Products Corp. is:

Multiple Choice

• observability.

• complexity.

• relative advantage.

• trialability.

• compatibility

• .2 An ongoing marketing research system that collects customer insights and intelligence to influence and drive business decisions is referred to as:

• Multiple Choice

• procedural fairness.

• the zone of tolerance.

• distributive fairness.

• a voice-of-customer program.

• an observation.

• 3

  Tom, who works as a flight attendant, puts in long hours serving customers. The management, noticing his efforts, recommends him for the Star of the Year award. This reward strategy will help in reducing which gap?

  Multiple Choice

• Communication

• Communion

• Delivery

• Knowledge

• Standards

• 4

  The most fundamental difference between a product and a service is that a service is:

  Multiple Choice

• separable.

• personalized.

• consistent.

• durable.

• intangible.

• 5

  Jimmy's car garage provides great service to its customers by providing tips and guidelines to manage automobiles. The strategy used by the garage to reduce the standards gap is:

  Multiple Choice

• achieving service goals through training.

• providing incentives to its service providers.

• understanding customers' expectations through research.

• replacing people with machines.

• analyzing service performance by using service dimensions.

• 7

  The process by which an idea that describes a product or a service is presented to potential buyers to obtain their reactions can be best termed as:

  Multiple Choice

• test marketing.

• diffusion of innovation.

• reverse engineering.

• concept testing.

• product development.