Question 9 (1 point) ________ is an approach in which all the company's people are involved in constantly improving the products, services, and business processes.

a Brand equity

b Product quality

c Specialty product marketing

d Positioning

e Total quality management

Question 10 (1 point) ________ is the product life cycle period when sales fall off and profits drop.

a Introduction

b Maturity

c Development

d Growth

e Decline

Question 11 (1 point) ________ means that services cannot be separated from their providers, whether the providers are people or machines.

a Service heterogeneity

b Service perishability

c Service inseparability

d Service variability

e Service intangibility

Question 7 (1 point) ________ contributes to a product's usefulness as well as to its looks.

a Functionality

b Package

c Style

d Design

e Brand