MAR2023 EXAM 2 PRACTICE EXAM 1 QUESTIONS AND ANSWERS WITH COMPLETE SOLUTIONS

MAR2023 EXAM 2 PRACTICE EXAM 1 QUESTIONS AND ANSWERS WITH COMPLETE SOLUTIONS A ______ gap exists between implementation, which is what businesses really do, and their external communication to customers, which is what businesses tell customers they're going to do communications Ben is struggling in his classes. He is smart, and would be able to pass the class if he just talked to his professors. However, Ben is too shy to talk to his teachers and asl for help. He is unable to gain help from services because of the very people who provide those services, which reflects the element of ______. inseparability. it is impossible to separate the value gained from a service from the individual providing that service. Of the types of organizational innovation, which benefits the most from personal selling? Discontinuous innovation. The products that come out of disc innov usually require a significant amount of new learning on the part of the consumer, so personal interaction with the person intending to buy increases the chances of success of the product. Many companies are trying to transition to more "green" packaging for their products by reducing the amount of materials used to house the product and using recycled materials for the for the packaging itself. Companies are doing this because sustainable product offerings are becoming more and more popular among consumers. In this case, companies are trying to reposition their products by... catching a rising trend When a business goes through a series of stages to find specific opportunities or consumer needs and then develops a good or service to serve those needs, it is utilizing which of the following? The new-product process. the seven stage process of finding specific opportunities or unfulfilled consumer needs and then developing a good or service to serve those needs. This step is the core of the selling process, when the salesperson's objective is to convert a prospect into a customer by creating a desire for the product or service. presentation Jasper is very interested in knowing what the service and food at a new restaurant is like. The flavor of the food, the speediness of the wait staff, and how satisfying the experience will be are all elements of the _______ of the restaurant. experience properties A ____ gap exists when management correctly identifies consumer expectations and develops a way to fulfill those expectations, but the implementation of the service plan goes awry. delivery ____ advertisements are designed to build goodwill or an image for an organization rather than to promote a specific good or service. institutional Vicki has told some of her friends that she is going to make a big sales presentation next week to a prospect that could potentially buy a lot of product from her booming shoe manufacturing company. She has asked her friends in what format her presentation should be. One of Vicki's friends suggests making the presentation conversational, and really learning what the prospect's needs are. What type of presentation format does this resemble? need-satisfaction The more the provider of a service is separated from the consumer (in the form of electronic providers or self-service), the less the consumer perceives his or her experience as... personal