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Decent Essays

Chapter 6
Educating Customers and Promoting the Value Proposition

GENERAL CONTENT

Multiple Choice Questions

1. ____________ and ____________ represent important ways to add value to a product.
a. Reciprocation; classification
b. Information; classification
c. Information; consultation
d. Reciprocation; consultation
e. Reciprocation; mediation
(c; Moderate; p. 155)

2. Which of the following is NOT one of the four problems for marketers seeking to promote a service’s benefits described by Banwari Mittal?
a. Distribution
b. Abstractness
c. Generality
d. Non-searchability
e. Mental impalpability
(a; Challenging; p. 157)

3. Which of the following would be classified under generality in intangibility?
a. Safety.
b. A hamburger.
c. An …show more content…

165)

19. Direct marketing involves efforts to stimulate positive interest in an organization and its products by sending out news releases, holding press conferences, staging special events, and sponsoring newsworthy activities put on by third parties.
(False; Easy; p. 171)

20. Blogs (Web logs) are frequently modified Web pages in which entries are listed in chronological sequence.
(False; Moderate; p. 172)

Short Answer

21. Give an example of an intangible abstract concept in service promotion.

Financial security (expert advice, safe transportation).
(Moderate; p. 157)

22. List an advertising strategy used to overcome mental impalpability aspects of a service.

Case-history episode (service-process episode, service-consumption episode).
(Moderate; p. 157)

23. List an advertising strategy used to overcome non-searchability aspects of a service.

Consumption documentation (reputation documentation).
(Moderate; p. 157)

24. List the five W’s in the checklist for marketing communications planning.

Who is our target audience, what do we need to communicate and achieve, how should we communicate this, where should we communicate this, and when do the communications need to take place?
(Challenging; p. 163)

25. What are the four key characteristics of a “sticky” Web site?

High quality content, ease of use, quick download, and frequently updated.
(Moderate; p. 178)

Essay

26. Describe the differences between traditional marketing communication

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