I need help with my test please

1. Associated value encompasses the entire customer experience with the company.

a. True

b. False

2. The following is a good example of perceived higher intrinsic value by customers:

a. Putting a customer on hold, and switching him/her to three different departments to resolve an issue

b. Having a lot of rules and red tape regarding redeeming airline miles

c. A bank assigning a personal banker for each customer

d. All of the Above

3. When companies offer menus of product characteristics for customers to select from, they can create industrial intimacy is an example related to which extrinsic value technique:

a. Company credibility

b. Goodness of product fit

c. Memorability of product experience

d. None of the above

4. Complicated fares and the perception of inequity among passengers hurt the credibility of airlines.

a. True

b. False

5. Convenience is much easier to work with than speed.

a. True

b. False

6. Which one below is a tactic for virtual waiting offered by Hospitality management scholars Duncan Dickson, Robert C. Ford, and Bruce Laval?

a. Manage the reality of the actual wait by looking like you are very busy.

b. Manage the perception of the wait by telling jokes to the customer.

c. Make the wait invisible through developing virtual queries, which allow customers to participate in other activities while they wait for an appointed time at their desired activity.

d. Make sure to tell the customer that sometimes things take a bit longer than expected and they need to be patient.

7. The following company is a great example of Create once-and-done service:

a. Ritz-Carlton Hotels

b. Spirit Airlines

c. Bank of America

d. Motel 8

8. Wireless internet available at coffee shops, bookstores and restaurants is an example of:

a. Offering ancillary service

b. Create once-and-done service

c. Simplifying the product

9. Studies show that more than ________ of customers stop doing business with a company because of poor access to services and information.

a. 50 percent

b. 80 percent

c. 67 percent

d. 33 percent

10. FAQs typically include key product information with short answers.

a. True

b. False