1. A group of services that support or enhance the core service is called.

2. At the My M&M’s Web site, customers can design their own versions of the famous candy. Customers choose from 25 M&M'S colors; write a message, add clip-art, or even a face to each M&M, and select specific packaging. This is an example of:

3. Manhattan Milk is an example of

4. Which level of relationship marketing uses pricing incentives but also seeks to build social bonds with customers?

5. Most nonprofit organizations perform all of the following marketing activities EXCEPT:

6. Which component of a service is the ability to perform the service dependably, accurately, and consistently?

7. One of the reasons consumers can purchase cheap flights or hotel rooms on Web sites such as Expedia.com and Hotels.com is due to the fact that airlines cannot sell the seat on a specific flight after the plane takes off or hotels cannot recoup the revenue from that room for that night once the night passes. Which unique characteristic of services does this illustrate?

8. Auto repair, manicures, and landscaping are all services that are produced and consumed at the same time. All of these services exhibit the service characteristic of:

9. 'Girls Just Wanna Have Funds' is a Washington, D.C. support group that consist of mostly young women that offers tips on budgeting and debt relief. As they state on their Web site, their goal is to help women break financial ceilings 'one stiletto at a time.' Girls Just Wanna Have Funds is providing a _____ that is helpful to women that want to be financially savvy.

10. The level of relationship marketing that is least likely to be effective in the long term because its advantage is easily imitated by other firms is based on:

11. All of the following are service components customers use to evaluate service quality EXCEPT:

12. Which type of service processing uses technology or brainpower directed at customer’s assets?

13. TruGreen offers lawn care, shrub care, carpet cleaning, and industrial lawn serices. These different services combine to make TruGreen’s:

14. Boutique hotels not only call their employees cast members, but they compete for their talent, provide them with all the training needed, stress teamwork, and give employees freedom to make decisions. In order to provide the level of service guests require, boutique hotels need to engage in _____ marketing.

15. If a benefit is indirect to the customer, the marketer may find a challenge in promoting a product with little:

16. Which category of service processing takes place when the service is directed at a customer?

17. Xoom.com is a San Francisco-based online money transfer company that provides consumer remittance services. With the Xoom bank deposit service, consumers can send money directly to bank accounts in several countries around the world. Xoom.com would be classified as

18. _____ refers to the efforts of nonprofit organizations to bring about mutually satisfying exchanges with their target markets.

19. A reading service for the visually impaired requires each reader applicant to prepare and submit a one-hour interview tape of material chosen by the service to determine whether the reader has pleasing vocal characteristics and is accent-free so that it is not necessary to use the same reader every time. The reading service is trying to limit problems associated with the service characteristic of:

20. Which type of service processing occurs when the service is directed at customers’ physical possessions such as cars, homes, or clothing?

21. Due to service _____, services cannot be stored, warehoused, or inventoried.

22. Relationship marketing programs that are based on _____ bonds have the strongest potential for sustaining long-term relationships with customers.

23. Companies have a strong incentive to keep their employees happy, as studies show that replacing an employee who leaves a job costs roughly _____ times a year’s pay.

24. Since boutique hotels are typically independently owned and/or part of small chains, people who seek out boutique hotels cannot be sure of what type of amenities or specific services they will be provided. In other words, the services provided by boutique hotels tend to be relatively high in:

25. All of the following are keys factor in the distribution strategy for services EXCEPT: