Chapter 2 Multiple choice questions

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. An order qualifier is ___________________?

a characteristic of a product or service that will contribute to winning business from customers. correct incorrect

a characteristic of a product or service that a customer does not expect. correct incorrect

a characteristic present only in a high quality product or service. correct incorrect

a characteristic of a product or service that a customer expects as a minimum standard. correct incorrect

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. An order winner is _________________?

a characteristic of a product or service that will contribute directly to winning business from customers. correct incorrect

a characteristic of a product or service that a customer does not expect. correct incorrect

a characteristic present only in a high quality product or service. correct incorrect

a characteristic of a product or service that a customer expects as a minimum standard. correct incorrect

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. Which of the following is not one of the five internal performance objectives analysed by Neely (2008)?

Cost correct incorrect

Quality correct incorrect

Dependability correct incorrect

Variability correct incorrect

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. One of the criteria discussed within cost as an order winner or order qualifier is 'value added'. This means____________?

a characteristic of a product or service that a customer expects as a minimum standard. correct incorrect

a characteristic of a product or service that a customer is willing to pay more for. correct incorrect

a characteristic that is present in the highest quality products or services only. correct incorrect

a characteristic of a product or service that a customer does not expect. correct incorrect

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. The ability to change a product or service offering to suit customers' needs is called _______________?

Quality correct incorrect

Flexibility correct incorrect

Dependability correct incorrect

Speed correct incorrect

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. The ability of an organization to consistently meet its promises to the customer is called _____________________?

Deliverability correct incorrect

Quality correct incorrect

Dependability correct incorrect

Flexibility correct incorrect

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. What is an Oligopoly?

A situation where there is a single seller with considerable control over supply and prices. correct incorrect

A situation where there are two sellers with considerable control over supply and prices. correct incorrect

A situation where there are many buyers and sellers, none being able to influence prices. correct incorrect

A situation where there are several large sellers who have some control over market mechanisms. correct incorrect

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. Designing a set of sales and profit targets for a particular product such as a brand of washing powder by trade collaborations is known as _________________?

Brand management correct incorrect

Category management correct incorrect

Distribution management correct incorrect

Retail management correct incorrect

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. The usual situation for customers who enter retail stores to purchase goods or services is termed ____________?

B4B correct incorrect

B2C correct incorrect

B4B correct incorrect

B2B correct incorrect

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. Consumer market segmentation can be divided into four categories, geographic, demographic, behavioural and _________________?

Physiological correct incorrect

Psychological correct incorrect

Psychographic correct incorrect

Physiographic correct incorrect