Product Service Management Question Preview (ID: 35712)


P.S.M NC Standards: 2.06 And 2.07. TEACHERS: click here for quick copy question ID numbers.

Any business that transports goods across state lines must comply with standards set by
a) individual businesses.
b) trade associations.
c) professional organizations
d) government agencies.

When products are graded by nongovernmental agencies, the grading is
a) voluntary
b) mandatory
c) periodic
d) occasional

What is a purpose of warranties and guarantees?
a) To increase customer anxiety about purchases
b) To decrease feedback from customers
c) To protect the producer and the seller
d) To allow product returns.

A customer buys a CD player and receives a printed warranty card stating the action the company will take if the CD player does not work properly. This is an example of a(n) ________________ warranty
a) express
b) full
c) limited
d) implied

How does the use of grades and standards affect the buying and selling process?
a) It enables customers to buy without having to inspect each product
b) It provides product information on unsafe products.
c) It enables businesses to set high prices.
d) It enables salespeople to suggest products without having to determine customer

Why do many professional organizations develop standards for their members to follow?
a) To promote group activities
b) To establish control
c) To create influence
d) To promote product safety

Which is an example of an implied warranty?
a) A customer buys a toaster and assumes it will toast bread.
b) A jacket's hang tag states that the fabric is pure wool.
c) A television's label promises a full refund if the set doesn't work.
d) A salesperson tells a customer, This is the best quality you can buy.

Teri purchased a new car and expects for the entertainment system to work smoothly. Which warranty is Teri expecting to be fulfilled?
a) Expressed
b) Implied
c) Full
d) Limited

One way of reinforcing the company's image through employee performance is by making sure employees have
a) comfortable work stations.
b) generous pay and benefit plans.
c) full access to custom
d) thorough knowledge of the products.

When a business publicly pledges to provide all of its customers with quick, courteous service, what is it doing?
a) Making a brand promise
b) Developing a campaign platform
c) Stating industry policies
d) Establishing product position

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