chapter 11.1

Question 1

something that can’t be touched

Answer 1

intangible

Question 2

a service that cannot be separated from the person who performs it

Answer 2

inseperable

Question 3

each service is almost always unique

Answer 3

variable

Question 4

services that cannot be stored for later use

Answer 4

perishable

Question 5

can be changed to meet new customers needs: features, usage, protection

Answer 5

product elements

Question 6

facts about a good or service: service and option features

Answer 6

features

Question 7

indicator of a product’s excellence

Answer 7

quality

Question 8

the three quality levels

Answer 8

premium, moderate, and value

Question 9

the way something is used

Answer 9

usage

Question 10

the way something is used

Answer 10

usage

Question 11

steps carried out in a specific order to successfully complete a task

Answer 11

instructions

Question 12

the act/process of putting a good in a certain place and getting it ready for use

Answer 12

installations

Question 13

the act/process of putting a good in a certain place and getting it ready for use

Answer 13

installations

Question 14

people and resources available to help customers with usage problems

Answer 14

technical support

Question 15

intended to protect the product, user, or both

Answer 15

protection

Question 16

verify product safety

Answer 16

safety inspections

Question 17

protects products until customers are ready to use them

Answer 17

packaging

Question 18

written document that states the quality of a product with a promise to correct certain problems that might occur

Answer 18

warranty

Question 19

a promise that a product has a certain quality or will perform in a certain way

Answer 19

guarantee

Question 20

repair services

Answer 20

maintenance

Question 21

all the goods and services a business sells

Answer 21

product mix

Question 22

a group of closely related within the product mix

Answer 22

product line

Question 23

the number of product lines a company offers

Answer 23

product width

Question 24

the specific model, color, or size of products in a line

Answer 24

product item

Question 25

the number of product items within a product line

Answer 25

product depth

Question 26

the process of deciding which products will appeal to the target market

Answer 26

product planning

Question 27

sold to consumers for their personal use

Answer 27

consumer products

Question 28

bought often with little effort

Answer 28

convenience goods

Question 29

unique items that consumers are willing to spend considerable time, effort, and money to buy

Answer 29

specialty goods

Question 30

purchased after comparing price, quality, and style in more than one store

Answer 30

shopping goods

Question 31

items sold to businesses for use in their operations

Answer 31

business products

Question 32

natural/ man-made materials that become apart of a manufactured product

Answer 32

raw materials

Question 33

used in product manufacturing

Answer 33

process materials

Question 34

a part of a finished product

Answer 34

component parts

Question 35

large machines/equipment used for product purposes

Answer 35

major equipment

Question 36

supplies are products for basic office needs

Answer 36

office equipment

Question 37

tasks necessary to keep a business running

Answer 37

business services