Customer Service Skills For Success 8th Edition Robert Lucas - Solutions

Discover comprehensive solutions to enhance your understanding of "Customer Service Skills For Success 8th Edition" by Robert Lucas. Our platform offers a complete online answers key and solutions manual, providing step-by-step answers to solved problems. Access a vast collection of questions and answers, including a test bank and chapter solutions, to aid your study. The instructor manual and textbook resources are available for free download, ensuring you have everything you need for success. Whether you're looking for solutions pdfs or in-depth explanations, our content is tailored to support your learning journey effectively.

Interview two students from two different foreign cultures. Report any differences in nonverbal communications they are aware of between their culture and your culture.
Interview two students from two different foreign cultures. Report their perceptions of the major differences in cultural values between their culture and your culture.
Interview two students from EU (European Union)countries. Report on the extent to which they feel the EU will be a homogeneous culture by 2025.
Analyze a foreign culture of your choice, and recommend a marketing program for a brand of one of the following made in your country:a. Automobiled. Discount retailerb. Beere. Moviesc. MP3 playerf. Cosmetics
Visit a site such as the Internet Newspaper ( www.trib.com/NEWS ). What value does it have in helping track American values? What other sites are useful for this?
Search for a newsgroup that is relevant for understanding the following. Report on the insights that it can provide.a. American values in generalb. Cause-related marketingc. Green marketingd. Gender roles
Visit www.publicagenda.org . Pick an issue that is relevant to one or more of the values discussed in this chapter and report on the data available relevant to that value.
Use the Internet to discover what, if any, causerelated marketing activities the following fi rms are involved with:a. IBMb. Subwayc. Estée Lauder Cosmeticsd. A fi rm for which you would like to work
Visit www.ftc.gov/bcp/grnrule/guides980427.htm (FTC’s most recent “Green Guide.”) and write a report about several acceptable and unacceptable advertising practices relating to Green Marketing.
Use the Internet to explore key issues facing GLBT(gay, lesbian, bisexual, transgender) consumers(one useful site is the Human Rights Campaign at www.hrc.org ).
Use the Internet to determine the role of women in purchasing the following:a. Housesb. Motorcyclesc. Greeting cards
What characterizes individuals with a traditional view of the female role? How do these individuals differ from those with a more modern view? (Use the DDB data in Tables 1B through 7B.)
What characterizes consumers who are particularly responsive to green marketing? What are the marketing strategy implications of this? (See DDB data in Tables 1B through 7B.)
Which values are most relevant to the purchase or use of the following? Are they currently favorable or unfavorable for ownership/use? Are they shifting at all? If so, is the shift in a favorable or unfavorable direction?a. Dietary supplementsb. The SPCAc. Financial investments (stocks, mutual
Respond to the questions in Consumer Insight 3–2.
In which of the four categories of responders to cause-related marketing (page 97) are you?Why?
Suppose AT&T showed a gay couple using its long-distance service or P&G showed a gay couple using one of its laundry products in ads on network television. Is a backlash by those who do not accept the gay community a likely response?How are such consumers likely to respond?Why?
Develop an advertisement for the following for each of the four female market segments described in the chapter (see pages 103 and 104).a. Bicyclesb. Online bankingc. Exercise equipmentd. Breakfast cereale. Vacationsf. Cosmetics
Interview a vegetarian and a person with a strong vegetarian orientation. What values infl uence their decision to adopt this eating pattern?
Interview a salesperson who has been selling the following for at least 10 years. See if this individual has noticed a change in the purchasing roles of women over time.a. Motorcyclesb. Cell phonesc. Computersd. Homese. Financial services
Pick two different environmental activism segments(e.g., True Naturals versus Overwhelmed).Find one advertisement you think is particularly appropriate or effective for each. Copy or describe each ad and justify its selection.
Interview a salesperson for each of the following.Ascertain the interest shown in the item by males and females. Determine if males and females are concerned with different characteristics of the item and if they have different purchase motivations.a. Artb. Automobilesc. Golf clubsd. Petse.
Interview 10 male and 10 female students. Ask each to describe the typical owner or consumer of the following. If they do not specify, ask for the gender of the typical owner. Then probe to fi nd out why they think the typical owner is of the gender they indicated. Also determine the perceived
Use the Internet to describe the following characteristics of the U.S. population in 2020 ( www.census.gov is a good place to start). How will this differ from the way it is today? What are the marketing strategy implications of these shifts?a. Total size and size by major census regionb. Age
Evaluate the services and data provided at www.easidemographics.com .
Visit www.freedemographics.com . Register for their free demographic information. Pick two cities of interest and use the site to develop a demographic comparison using the most recent data available.
Compare and evaluate two teen Web sites such as about.com/teens, delias.com, alloy.com, teenpeople.com, gurl.com, bolt.com, and seventeen.com.
Visit the Tripod Web site ( www.tripod.lycos.com ).Evaluate this site in terms of its potential appeal to Generation X.
Visit AARP’S Web site ( www.aarp.org ). On the basis of what you read there, do you think AARP is doing a good job of appealing to baby boomers?
Which demographic variables are most closely associated with ownership of the following? What would explain this association? Which contributes most to causing the ownership? (See Tables 1A through 6A.)a. MP3 playerb. Personal computerc. Individual retirement accountd. Dog
Which demographic variables are most closely associated with the following? What would explain this association? Which contributes most to causing each? (See Tables 1B through 6B.)a. Working hardb. View shopping as a form of entertainmentc. View self as tech savvyd. Purchase clothes online
Using the DDB data in Table 5A, create age groups that approximate the generations described in the text. For which products and activities are there the greatest differences in heavier consumption across the generations? Why is this the case?
What are demographics?
What trend(s) characterizes the occupational structure of the United States?
What trend(s) characterizes the level of education in the United States?
What is an age cohort ? A cohort analysis ?
What is a social class system?
What is meant by the statement, “What exists is not a set of social classes but a series of status continua”?
What underlying cultural value determines most of the status dimensions in the United States?
What are the two basic approaches used by marketers to measure social class?
Respond to the questions in Consumer Insight 4–1.
Which demographic variable, if any, is most related to the following?a. Watching extreme sports on TVb. Skiingc. International traveld. Motorcycle ownershipe. Spa treatmentsf. Going to a NASCAR event
Describe how each of the following fi rm’s product managers should approach the ( i ) pre-Depression generation, ( ii ) Depression generation, ( iii ) baby boom generation, ( iv ) Generation X, ( v ) Generation Y, and ( vi ) Tweens.a. Pepsib. Panera Breadc. The Golf Channeld. About.come. The
Respond to the questions in Consumer Insight 4–2.
How could a knowledge of social stratifi cation be used in the development of a marketing strategy for the following?a. Bootsb. Expensive jewelryc. Fishingd. Breakfast cereale. Museum attendancef. Habitat for Humanity
Based on the Hollingshead two-item index, what social class would your father be in? Your mother?What class will you be in at their age?
Would your answer to question 37 change if the products were limited to children’s toys?
What causes the results shown in Table 4–6 ?
On the basis of the demographics of devoted coffee shop patrons (p. 116), select two magazines in which the industry should advertise (use Standard Rate and Data [SRDS], Mediamark, or Simmons Research Bureau data). Justify your answer.
Interview a salesperson at the following locations and obtain a description of the average purchaser in demographic terms. Are the demographic shifts predicted in the text going to increase or decrease the size of this average-purchaser segment?a. Volvo dealershipb. Electronics storec. Life
Using Standard Rate and Data, Mediamark, or Simmons Research Bureau studies, pick three magazines that are oriented toward the different groups listed below. Analyze the differences in the products advertised and in the types of ads.a. Income groupsb. Age groupsc. Occupation groupsd. Education
Interview three people over 50.Measure their cognitive age and the variables that presumably infl uence it. Do the variables appear to “cause”cognitive age? Try to ascertain if cognitive age or their chronological age is most infl uential on their consumption behavior.
Interview two members of the following generations.Determine the extent to which they feel the text description of their generation is accurate and how they think their generation differs from the larger society. Also determine what they think about how they are portrayed in the mass media and how
Interview a salesperson from an expensive, moderate, and inexpensive outlet for the following.Ascertain their perceptions of the social classes or status of their customers. Determine if their sales approach differs with differing classes.a. Men’s clothingb. Women’s clothingc. Furnitured. Wine
Examine a variety of magazines/newspapers and clip or copy an advertisement that positions a product as appropriate for each of the seven social classes described in the text (one ad per class).Explain how each ad appeals to that class.
Interview an unskilled worker, schoolteacher, retail clerk, and successful businessperson all in their 30s or 40s. Measure their social status using one of the multi-item measurement devices.Evaluate their status crystallization.
Visit a bowling alley and a golf course parking lot. Analyze the differences in the types of cars, dress, and behaviors of those patronizing these two sports.
Volunteer to work two days or evenings at a homeless shelter, soup kitchen, or other program aimed at very low income families. Write a brief report on your experiences and reactions.
Visit Native Nations Network ( www.nativenationsnet.net ). Based on this site, what seem to be some of the major issues facing Native Americans today?
Visit Accent Marketing (a Hispanic advertising agency) at www.accentmarketing.com . Click on“Portfolio” to view examples of the campaigns they have created. Prepare a brief report on one of these campaigns and how the agency has customized its ads to the unique needs of this segment.
Visit Kang & Lee Advertising (an Asian American advertising agency) at www.kanglee.com . Use the resources they provide to learn more about the Asian American market.
For which products does ownership differ the most across ethnic groups (Table 5A)? Why is this the case?
What countries/regions are the major sources of America’s immigrants?
Describe the two African American consumer groups found by the Yankelovich group.
Describe three emerging trends which may make the Asian American population somewhat easier to target.
Do you agree with Miller Brewing that “the things that young Hispanic or young African American or young white people have in common are much stronger and more important than any ethnic difference”?For what types of products is this view most correct? Least correct?
Although many of the following have very limited incomes, others are quite prosperous. Does marketing to prosperous members of these groups require a marketing mix different from the one used to reach other prosperous consumers?a. African Americansb. Hispanicsc. Asian Americans
Describe how each of the following fi rms’ product managers should approach ( i ) the African American,( ii ) the Hispanic, ( iii ) the Asian American,( iv ) the Asian-Indian American, ( v ) the Arab American, or ( vi ) the Native American markets.a. Red Bullb. McDonald’sc. NBAd. Sports
To what extent, if any, are marketers responsible for injurious consumption involving their products?
How could social marketing help alleviate some of society’s problems?
Respond to the questions in Consumer Insight 1–2.
Interview the manager or marketing manager of a retail fi rm. Determine how this individual develops the marketing strategy. Compare this person’s process with the approach described in the text.
Interview the managers of a local charity. Determine what their assumptions about the consumer behavior of their supporters are. To what extent do they use marketing strategy to increase support for the organization or compliance with its objectives?
Interview fi ve students. Have them describe the last three restaurant meals they consumed and the situations in which they were consumed. What can you conclude about the impact of the situation on consumer behavior? What can you conclude about the impact of the individual on consumer behavior?
Visit one or more stores that sell the following items. Report on the sales techniques used (pointof-purchase displays, store design, salesperson comments, and so forth). What beliefs concerning consumer behavior appear to underlie these techniques? It is often worthwhile for a male and a female
Interview individuals who sell the items listed below. Try to discover their personal models of consumer behavior for their products.a. Pleasure boatsb. Petsc. Golfi ng equipmentd. Plants and garden suppliese. Flowersf. Car insurance
Interview three individuals who recently made a major purchase and three others who made a minor purchase. In what ways were their decision processes similar? How were they different?
Is the criticism of Nike for creating a shoe that is symbolic of success to some groups (see Consumer Insight 1–2) valid? Why or why not?
How would you defi ne the product that the Hard Rock Cafe provides? What needs does it meet?
What changes would you suggest in the model in Figure 1–3 ? Why?
Respond to the questions in Consumer Insight 1–1.
What is social marketing ?
Visit the FDA’s Center for Food Safety and Applied Nutrition ( www.cfsan.fda.gov ). What food related issues are currently of concern? While there visit the food labeling and nutrition section and take the quiz on food labeling (go to www.cfsan.fda.gov/label.html and click on “Quiz Yourself
Examine magazine ads for a product category that interests you. Visit two Web sites identified in the ads. Which is most effective? Why? What beliefs about consumer behavior are reflected in the ads?
Marketers are increasingly looking at the opportunities offered by older consumers. How will the number of adults 65 and over change between 2005 and 2010? What about 2005 and 2020? (Hint:visit www.census.gov and look under statistical abstract.)
Market segmentation is one of the most important parts of developing a marketing strategy. Many commercial fi rms provide information and services to help defi ne and/or describe market segments.One is Yankelovich. Visit their Web site ( www.yankelovich.com ). Prepare a report on the various tools
Some people are more prone to be infl uenced by nutritional labels than others. Use the DDB data(Tables 1B through 7B) to examine possible characteristics of these consumers. How might this information be used by the FDA in developing marketing campaigns related to nutrition?
Evaluate several of PETA’s Web sites ( www.petaonline.org , www.circuses.com , www.nofi shing.net , www.taxmeat.com , and www.furisdead.com ).
Examine the DDB data in Tables 1A through 7A for differences among heavier consumers of the following.Why do you think these differences exist? How would you use these insights to develop marketing strategy?a. Gourmet coffee barb. DVD rentalc. Sports drinksd. Mail order catalog
What is required to provide superior customer value?
What is a total product ?
What is meant by injurious consumption ?
What is meant by consumer lifestyle ?
What is product position ?
What are the major outcomes for the individual of the marketing process and consumers’ responses to it?
How is service defi ned in the text?
Describe the consumer decision process.
What is involved in the conditions analysis phase of market analysis in Figure 1–1 ?
What is a moment of truth with a customer?
Describe the five-step planning process model and why each step is important in delivering quality customer service.

Showing 800 - 900 of 5799

First
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
Last

Customer Service Skills For Success 8th Edition Robert Lucas - Solutions

Step by Step Answers