1. The main difference between authorized retailers and unauthorized retailers is that:

A. Authorized retailers have a contract with the manufacturer and must follow a set of rules, whereas unauthorized retailers do not

B. Unauthorized retailers choose their own price to sell at, which is usually higher than the original price

C. Unauthorized retailers are located in foreign markets, whereas authorized retailers are located in the domestic market

D. All of the above

2. Recall our discussion of promotional aisles, used for holidays such as Christmas. Why do specialty stores and department stores typically place them in the back of the store?

A. Because fewer customers are interested in these products (low demand)

B. Because these products are low-margin and placing them in the front is not justifiable

C. Because the retailers want customers to walk around and shop for other products as well, before purchasing holiday products that they already came to the store to purchase

D. Because there is more space available in the back of the store

3. Under this type of customer service approach, customers' needs are met based on (and influenced by) the judgment and capability of the service provider (i.e. service representative).

A. Standardization

B. Personalization

C. Recovery-based

4. Under this type of customer service approach, employees go by the book, in that they follow the policies and procedures that the retailer has previously established.

A. Standardization

B. Personalization

C. Recovery-based