McqMate
These multiple-choice questions (MCQs) are designed to enhance your knowledge and understanding in the following areas: Bachelor of Business Administration in Marketing (BBA Marketing) .
| 51. |
The extended marketing mix for services includes: People, Processes and _________ |
| A. | Product |
| B. | Place |
| C. | Physical Evidence |
| D. | Promotion |
| Answer» C. Physical Evidence | |
| 52. |
Which of the following is not an element of physical evidence? |
| A. | Employee Dress |
| B. | Employee Training |
| C. | Equipment |
| D. | Facility Design |
| Answer» B. Employee Training | |
| 53. |
Which of the following is not an element of people? |
| A. | Motivation |
| B. | Teamwork |
| C. | Flow of activities |
| D. | Customer training |
| Answer» C. Flow of activities | |
| 54. |
Standardized and customized flow of activities , simple and complex number of steps and customer involvement by which a service is delivered is called – |
| A. | Place Mix |
| B. | Physical evidence mix |
| C. | Process mix |
| D. | People mix |
| Answer» C. Process mix | |
| 55. |
_ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service. |
| A. | Physical evidence |
| B. | Process |
| C. | Place |
| D. | People |
| Answer» A. Physical evidence | |
| 56. |
All human actors who play a part in service delivery and thus influence the buyers perceptions : namely , the firms personnel,, the customer and other customers in the service environment. |
| A. | Process |
| B. | Physical environment |
| C. | People |
| D. | Place |
| Answer» C. People | |
| 57. |
____________ is a tool for simultaneously depicting the service process , the points of customer contact and the evidence of service from the customers point of view . |
| A. | Front of Planning |
| B. | Service Blueprinting |
| C. | Service standardization |
| D. | None of these |
| Answer» B. Service Blueprinting | |
| 58. |
__________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed. |
| A. | Servicespace |
| B. | Servicescape |
| C. | Serviceplace |
| D. | Servicescope |
| Answer» B. Servicescape | |
| 59. |
___________ are the only service distributors which do not require direct human interactions. |
| A. | Electronic channels |
| B. | SST’s |
| C. | Direct Service channels |
| D. | Speculative channels |
| Answer» A. Electronic channels | |
| 60. |
In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality. |
| A. | Intangible clues |
| B. | Tangible clues |
| C. | Blueprint |
| D. | Performance measures |
| Answer» B. Tangible clues | |
| 61. |
Services marketing become difficult because of |
| A. | Intangibility. |
| B. | no demand |
| C. | More complex market |
| D. | Difficult to enter the market |
| Answer» A. Intangibility. | |
| 62. |
Which of the following businesses would be characterized as a pure service |
| A. | Insurance |
| B. | Farming. |
| C. | Mining. |
| D. | There is no such thing as a pure service |
| Answer» D. There is no such thing as a pure service | |
| 63. |
Which of the following statements about the pricing of services (compared to the pricing of goods) is false? |
| A. | The demand for services tends to be more elastic than the demand for goods |
| B. | Cost-oriented pricing is more difficult for services. |
| C. | Comparing prices of competitors is more difficult for service consumers |
| D. | Consumers are less able to stockpile services by taking advantage of discount prices |
| Answer» A. The demand for services tends to be more elastic than the demand for goods | |
| 64. |
Charging customers different prices for essentially the same service is called |
| A. | Price discrimination |
| B. | Supply and demand. |
| C. | Complementary |
| D. | Substitutes. |
| Answer» D. Substitutes. | |
| 65. |
Results in the practice of too narrowly defining one’s business |
| A. | Services marketing |
| B. | Marketing management |
| C. | Marketing myopia |
| D. | Customer experience |
| Answer» C. Marketing myopia | |
| 66. |
A buyer’s perception of value is considered a trade-off between |
| A. | Product value and psychic cost. |
| B. | Total customer value and total customer cost |
| C. | Image value and energy cost |
| D. | Service value and monetary cost. |
| Answer» B. Total customer value and total customer cost | |
| 67. |
Services are characterized by all of the following characteristics except for |
| A. | Intangibility. |
| B. | Homogeneity |
| C. | Perishability. |
| D. | Inseparability |
| Answer» B. Homogeneity | |
| 68. |
Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is: |
| A. | Intangibility |
| B. | Inseparability. |
| C. | Perishability. |
| D. | Heterogeneity. |
| Answer» A. Intangibility | |
| 69. |
Services that occur without interruption, confusion, or hassle to the customer is called |
| A. | Seamless service |
| B. | Service audit. |
| C. | Functional service |
| D. | Departmental service |
| Answer» A. Seamless service | |
| 70. |
The mental energy spent by customers to acquire service is referred to as_____. |
| A. | Image costs |
| B. | Monetary price. |
| C. | Energy costs |
| D. | Psychic costs. |
| Answer» C. Energy costs | |
| 71. |
The unique service characteristic that reflects the interconnection between the service firm and its customer is called |
| A. | Intangibility |
| B. | Inseparability |
| C. | Homogeneity |
| D. | Perishability |
| Answer» B. Inseparability | |
| 72. |
Marketing problems caused by inseparability include all of the following except for |
| A. | The service provides a physical connection to the service |
| B. | The involvement of the customer in the production process |
| C. | Service standardization and quality control are difficult to achieve. |
| D. | The involvement of other customers in the production process |
| Answer» C. Service standardization and quality control are difficult to achieve. | |
| 73. |
Which of the following statements pertain to inseparability is false? |
| A. | As customer contact increases, the efficiency of the firm decreases. |
| B. | Customers can affect the type of service desired |
| C. | Customers can affect the length of the service transaction. |
| D. | Customers can affect the cycle of demand |
| Answer» A. As customer contact increases, the efficiency of the firm decreases. | |
| 74. |
The centralized mass production of services is difficult due to |
| A. | Inseparability. |
| B. | Intangibility. |
| C. | Homogeneity. |
| D. | Perishability. |
| Answer» D. Perishability. | |
| 75. |
Solutions used to minimize the marketing problems attributed to heterogeneity include |
| A. | Standardizing or customizing the service |
| B. | Using multi-site locations |
| C. | Stressing tangible clues |
| D. | Appealing to different market segments with different demand patterns |
| Answer» A. Standardizing or customizing the service | |
| 76. |
The unique service characteristic that deals specifically with the inability to inventory services is |
| A. | Inseparability |
| B. | Intangibility |
| C. | Homogeneity |
| D. | Perishability |
| Answer» D. Perishability | |
| 77. |
Which of the following strategies increases the supply of service available to consumers? |
| A. | The use of creative pricing strategies |
| B. | The use of reservation systems |
| C. | Capacity sharing |
| D. | Developing complementary services |
| Answer» C. Capacity sharing | |
| 78. |
Customer satisfaction can be defined by comparing |
| A. | Predicted service and perceived service |
| B. | Predicted service and desired service |
| C. | Desired service and perceived service |
| D. | Adequate service and perceived service |
| Answer» C. Desired service and perceived service | |
| 79. |
The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following? |
| A. | The use of creative pricing strategies |
| B. | The use of reservation systems |
| C. | Capacity sharing |
| D. | Developing complementary services |
| Answer» C. Capacity sharing | |
| 80. |
The __________ dimension is an assessment of the firm’s consistency and dependability in service performance |
| A. | Empathy. |
| B. | Responsiveness. |
| C. | Assurance |
| D. | Reliability. |
| Answer» D. Reliability. | |
| 81. |
Which of the following would not be considered a tangible clue? |
| A. | The appearance of employees |
| B. | The appearance of the firm’s physical facilities |
| C. | The smile on an employee’s face |
| D. | The quality of instruction in an educational setting. |
| Answer» C. The smile on an employee’s face | |
| 82. |
Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap is known as ____________. |
| A. | Knowledge gap. |
| B. | Standards gap |
| C. | Delivery gap. |
| D. | Communications gap |
| Answer» D. Communications gap | |
| 83. |
Fixing the right price for services offered is difficult because of …………….. |
| A. | perishability. |
| B. | heterogeneity. |
| C. | inseparability. |
| D. | intangibility. |
| Answer» D. intangibility. | |
| 84. |
The world’s largest industry in the private sector and highest projected generator of jobs is______ |
| A. | The hospitality industry |
| B. | Health services |
| C. | Professional services. |
| D. | Business services |
| Answer» C. Professional services. | |
| 85. |
Focusing the firms marketing efforts toward the existing customer base is called |
| A. | Excellent customer service |
| B. | Conquest retention |
| C. | Customer retention |
| D. | Courteous retention |
| Answer» C. Customer retention | |
| 86. |
The pursuit of new customers, as opposed to the retention of existing ones, is called |
| A. | Services marketing |
| B. | B2B marketing |
| C. | Conquest marketing |
| D. | Consumer marketing |
| Answer» B. B2B marketing | |
| 87. |
The consumer decision process consists of |
| A. | Stimulus, problem awareness, and purchase stages |
| B. | Pre-purchase, consumption, and post-purchase stages |
| C. | Problem awareness, evaluation of alternatives, and post-purchase behaviour |
| D. | Stimulus, information search, and post-purchase behaviour |
| Answer» B. Pre-purchase, consumption, and post-purchase stages | |
| 88. |
Which of the following statements is not true? |
| A. | Service purchases are perceived as riskier than goods purchases |
| B. | The participation of the consumer in the service process increases the amount of perceived risk. |
| C. | The variability in services increases the perceived risk associated with the Purchase |
| D. | Consumers of services have less pre-purchase information versus goods |
| Answer» B. The participation of the consumer in the service process increases the amount of perceived risk. | |
| 89. |
Service consumers tend to be more brand loyal than goods consumers because |
| A. | More choices are available |
| B. | Brand loyalty lowers the amount of perceived risk |
| C. | Each service provider provides many brands |
| D. | Location of the provider is the major driver in the consumer selection process |
| Answer» C. Each service provider provides many brands | |
| 90. |
Competitor intelligence should be gathered |
| A. | Once a year. |
| B. | Twice a year. |
| C. | Continuously |
| D. | When competition is more. |
| Answer» B. Twice a year. | |
| 91. |
Service consumers tend to be more brand loyal than goods consumers because |
| A. | More choices are available |
| B. | Brand loyalty lowers the amount of perceived risk |
| C. | Each service provider provides many brands |
| D. | Location of the provider is the major driver in the consumer selection process |
| Answer» B. Brand loyalty lowers the amount of perceived risk | |
| 92. |
Competitor intelligence should be gathered |
| A. | Once a year. |
| B. | Twice a year. |
| C. | Continuously |
| D. | none |
| Answer» D. none | |
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