Test Content Question 19 Which of the following Service organizations is high in Search attributes? Test Content Question 18 Characteristics that help customers evaluate a [service] product before purchase are called: @@O experience attributes capital attributes credence attributes satisfaction attributes service attributes Test Content Question 17 The Toronto Fire Department is an example of: CA) A service high in Important attributes Service provider goes to customer Customer goes to service provider @ A service high in Search attributes G) A service high in Experience attributes Test Content Question 16 2 Points Which of the following is NOT a driver of Brand Awareness? A the Company's presented brand B External brand communications Self-service delivery points D The brand's website E the Customer's experience with the companyTest Content Question 15 What kind of service strategy does Mr Lube have? (9 Customer focused Test Content Question 14 2 Points Which of the following is NOT a component of the Theatre model? A the stage B the box office the script D the actors E the rolesTest Content Question 13 Why is pricing the key to financial success? Because it is a key driver of both revenue and profit Because the higher your price the more successful your service will be Because pricing determines value for the customer Because the lower your price, the more successful your service will be @@@O Because it is the sole determinant of profit Test Content Question 12 Which of the following is NOT one of Jack Trout's "Four Principles of Positioning"? The position should result in one simple and consistent message The position must set the company apart from its competitors Management communication efforts are required to change customer perceptions @ A company must establish a position in the minds of its customers 65) A company can not be all things to all people, it must focus its efforts Test Content Question 11 Which of the following is a type of perceived risk in purchasing and using services? (9 third-party risk occupational hazard risk seasonal risk 6)) physical risk 65) celebrity risk Test Content Question 10 The demand for a service is considered "elastic" when: (A) a big change in price leads to a big change in demand the customers keep coming back no matter how bad it is G) the service is connected to other services meaning any impact to it is felt by other services 6)) a big change in price has a minimal effect on demand GE) a change in price has a corresponding change in demand of the same magnitude Test Content What do we typically NOT find in the Service Delivery system? Q) other customers contact personnel ourselves the inanimate environment 65) the technical core