McqMate
101. |
Service is somewhat like a |
A. | Incorrect |
B. | Correct |
C. | Somewhat Correct |
D. | None of the above |
Answer» B. Correct |
102. |
Services Marketing is an attractive field of study for India because: |
A. | Services contribute to more than half of India’s GDP |
B. | Services are delivered by more than half of India’s population |
C. | Services are more important than agriculture and manufacturing |
D. | All of the above |
Answer» A. Services contribute to more than half of India’s GDP |
103. |
Is services are low price sensitive |
A. | Incorrect |
B. | Correct |
C. | Somewhat Correct |
D. | None of the above |
Answer» B. Correct |
104. |
Many people want BMW, only a |
A. | Need |
B. | Want |
C. | Demand |
D. | Status |
Answer» C. Demand |
105. |
Who is the father of Modern |
A. | Peter Drucker |
B. | Philip Kotler |
C. | Lester Wunderman |
D. | Abraham Maslow |
Answer» B. Philip Kotler |
106. |
In information Process type of services, informations act as |
A. | Product |
B. | Service |
C. | Information |
D. | Nothing |
Answer» A. Product |
107. |
The service-quality model |
A. | 4 |
B. | 3 |
C. | 5 |
D. | 6 |
Answer» C. 5 |
108. |
is about employees skills in serving the client. |
A. | External marketing |
B. | Internal marketing |
C. | Interactive marketing |
D. | All of the above |
Answer» B. Internal marketing |
109. |
is about the normal work of creation, pricing, |
A. | External marketing |
B. | Internal marketing |
C. | Interactive marketing |
D. | All of the above |
Answer» A. External marketing |
110. |
As per service-quality model, the |
A. | Responsiveness |
B. | Reliability |
C. | Assurance |
D. | Empathy |
Answer» C. Assurance |
111. |
If the customers view service as they care more about price than provider. |
A. | Heterogeneous |
B. | Homogeneous |
C. | Both a and b |
D. | None of the above |
Answer» B. Homogeneous |
112. |
During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up |
A. | Social |
B. | Procedural |
C. | Interactional |
D. | Distributive |
Answer» B. Procedural |
113. |
is an example of a service where the customer typically goes to the service |
A. | Taxi Service |
B. | Credit Card Company |
C. | Theatre |
D. | House Painting |
Answer» C. Theatre |
114. |
. has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment |
A. | Multi-site expansion |
B. | Sub-contracting |
C. | Franchising |
D. | Company-owned expansion |
Answer» C. Franchising |
115. |
Service failures involving problematic customer include . |
A. | Un cooperative customers |
B. | Breaking company policies |
C. | Verbal and physical abuse |
D. | All of the above |
Answer» D. All of the above |
116. |
Services that do not meet customer expectations are called: |
A. | Service failures |
B. | Critical incidents |
C. | Servuction failures |
D. | Service recovery |
Answer» A. Service failures |
117. |
The moments of interaction between the customer and the service firm are called: |
A. | Service encounter |
B. | Core service |
C. | Service recovery |
D. | Gap model |
Answer» A. Service encounter |
118. |
What are the five principle dimensions to judge service quality? |
A. | Reliability, responsiveness, assurance, empathy, tangibles |
B. | Reliability, respect, assurance, empathy, tangibles |
C. | Reliability, responsiveness aspects, empathy, tangibles |
D. | Reliability, responsiveness, assurance, empathy, targets |
Answer» A. Reliability, responsiveness, assurance, empathy, tangibles |
119. |
The difference between desired service and the level of service considered adequate is known as |
A. | Service failures |
B. | Service Quality |
C. | Tolerance Zone |
D. | service recovery |
Answer» C. Tolerance Zone |
120. |
By participating in the service delivery process,customers cocreate for themselves. |
A. | Value |
B. | Needs |
C. | Economice Order |
D. | Loyalty |
Answer» A. Value |
121. |
When a customer does not |
A. | Gap 1 |
B. | Gap 2 |
C. | Gap 3 |
D. | Gap 4 |
Answer» C. Gap 3 |
122. |
Patients sitting in dental chairs are part of the element of the services marketing mix. |
A. | People |
B. | Product |
C. | Price |
D. | Phycial Evidence |
Answer» D. Phycial Evidence |
123. |
Hyatt Hotels has installed automated check-in machines at |
A. | Self Service Technology |
B. | Contributor to quality |
C. | Competitor |
D. | Recruiter |
Answer» A. Self Service Technology |
124. |
An airport with large,easily read |
A. | Place |
B. | Promotion |
C. | Price |
D. | Product |
Answer» A. Place |
125. |
The overall goal of a customer participation strategy is to: |
A. | Determine optimal production levels |
B. | Increase customer satisfaction and productivity |
C. | Maximize word-of- mouth advertising |
Answer» C. Maximize word-of- mouth advertising |
126. |
In which of the following service situations would customers have the highest level of participation? |
A. | Eating at a local barbecue restaurant |
B. | Taking self- defense classes |
C. | Traveling on an American airplane |
D. | Attending a concert |
Answer» B. Taking self- defense classes |
127. |
Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering |
A. | Self Service Technology |
B. | Contributor to quality |
C. | Competitor |
D. | Recruiter |
Answer» C. Competitor |
128. |
is the only revenue generating element amongst the |
A. | Price |
B. | Product |
C. | Place |
D. | Promotion |
Answer» A. Price |
129. |
strategy is where, price are kept lower than its |
A. | Skimming |
B. | Penetration |
C. | Value Price |
D. | Market Leader Price |
Answer» B. Penetration |
130. |
The hierarchy-of-effects model contains awareness, knowledge, |
A. | Cognitive Response |
B. | Preference |
C. | Interest |
D. | Attitude |
Answer» B. Preference |
131. |
Which of the following is not a tangible dominant? |
A. | Detergents |
B. | Automobiles |
C. | Investment Management |
D. | Soft drinks |
Answer» C. Investment Management |
132. |
Select name of the country having maximum percent of GDP attributed to services |
A. | United States |
B. | China |
C. | Germany |
D. | India |
Answer» A. United States |
133. |
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 |
134. |
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 |
135. |
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 |
136. |
.………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service. |
A. | Physical evidence |
B. | Process |
C. | Place |
D. | People |
Answer» A. Physical evidence |
137. |
“All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.” |
A. | Process |
B. | Physical Environment |
C. | People |
D. | Place |
Answer» C. People |
138. |
. ……………is the difference between customer expectations and perceptions. |
A. | Customer Delight |
B. | Customer Satisfaction |
C. | Customer Gap |
D. | The supplier Gap |
Answer» C. Customer Gap |
139. |
Which of the following is difficult to evaluate? |
A. | Jewellery |
B. | Auto repair |
C. | Furniture |
D. | Clothing |
Answer» B. Auto repair |
140. |
Evaluation of Medical Diagnosis service is mainly depends on |
A. | High in experience quality |
B. | High in credence quality |
C. | High in search quality |
D. | Both a and c |
Answer» B. High in credence quality |
141. |
…………..is defined a the caring, individualized attention that the firm provides its customers. |
A. | Empathy |
B. | Responsiveness |
C. | Sympathy |
D. | Assurance |
Answer» A. Empathy |
142. |
Which of the following is not a type of Service encounters? |
A. | Remote encounters |
B. | Phone encounters |
C. | Face to face encounters |
D. | Check in Encounters |
Answer» D. Check in Encounters |
143. |
………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of |
A. | Front end planning |
B. | Service Blueprinting |
C. | Service Standardization |
D. | Service Culture |
Answer» B. Service Blueprinting |
144. |
………………is the physical surroundings or the physical facility where the service is produced, delivered and consumed. |
A. | Service space |
B. | Service scape |
C. | Service place |
D. | Service scope |
Answer» B. Service scape |
145. |
“…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.” |
A. | Service culture |
B. | Corporate culture |
C. | Service Triangle |
D. | Service Quality Dimensions |
Answer» A. Service culture |
146. |
SSTs stands for……. |
A. | Stable Service Technologies |
B. | Social Service Technologies |
C. | Smart Service Technologies |
D. | Self Service Technologies |
Answer» D. Self Service Technologies |
147. |
……………are the only service distributors which do not require direct human interactions. |
A. | Electronic Channels |
B. | SSTs |
C. | Direct Service Channels |
D. | Speculative channels |
Answer» A. Electronic Channels |
148. |
A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as………….. |
A. | Marketing Triangle |
B. | Service Triangle |
C. | Communication Triangle |
D. | Marketing & Service triangle |
Answer» B. Service Triangle |
149. |
Tata Sky is the joint venture of Tata and ……………. |
A. | Sony |
B. | Star |
C. | IBN |
D. | Zee |
Answer» B. Star |
150. |
In the simplest terms, _____ are deeds, processes and performances. |
A. | Attributes |
B. | Experiences |
C. | Services |
D. | Benefits |
Answer» B. Experiences |
151. |
The maintenance contract offered by Sears on its Kenmore refrigerators, dishwasher and microwaves is an example of a(n) _______. |
A. | Service |
B. | Experience |
C. | Attribute |
D. | Good |
Answer» A. Service |
152. |
Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as: |
A. | Goods |
B. | Values |
C. | Services |
D. | Satisficers |
Answer» C. Services |
153. |
__________ is a key determinant of whether a product offering should be classified as a product or a service. |
A. | Physicality |
B. | Audience passivity |
C. | Intangibility |
D. | Perception |
Answer» C. Intangibility |
154. |
Which of the following is an intangible component of a car repair shop? |
A. | Replacement parts |
B. | Employee uniforms |
C. | Barrel for storing recyclable motor oil |
D. | The training the mechanic has received |
Answer» D. The training the mechanic has received |
155. |
Which of the following is an example of a tangible component provided by a hotel? |
A. | Wake-up call |
B. | Guest rooms |
C. | Room service |
D. | Express check-out |
Answer» B. Guest rooms |
156. |
Services marketing become difficult because of |
A. | Intangibility. |
B. | no demand |
C. | More complex market |
D. | Difficult to enter the market |
Answer» A. Intangibility. |
157. |
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 |
158. |
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» B. Cost-oriented pricing is more difficult for services. |
159. |
Charging customers different prices for essentially the same service is called |
A. | Price discrimination |
B. | Supply and demand. |
C. | Complementary |
D. | Substitutes. |
Answer» A. Price discrimination |
160. |
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 |
161. |
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» D. Service value and monetary cost. |
162. |
Services are characterized by all of the following characteristics except for |
A. | Intangibility. |
B. | Homogeneity |
C. | Perishability. |
D. | Inseparability |
Answer» B. Homogeneity |
163. |
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 |
164. |
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 |
165. |
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 |
166. |
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 |
167. |
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. |
168. |
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 deman |
Answer» A. As customer contact increases, the efficiency of the firm decreases. |
169. |
The centralized mass production of services is difficult due to |
A. | Inseparability. |
B. | Intangibility. |
C. | Homogeneity. |
D. | Perishability. |
Answer» D. Perishability. |
170. |
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 |
171. |
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 |
172. |
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» B. The use of reservation systems |
173. |
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 |
174. |
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 |
175. |
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. |
176. |
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» D. The quality of instruction in an educational setting. |
177. |
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» C. Delivery gap. |
178. |
Fixing the right price for services offered is difficult because of …………….. |
A. | perishability. |
B. | heterogeneity. |
C. | inseparability. |
D. | intangibility. |
Answer» D. intangibility. |
179. |
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» D. Business services |
180. |
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 |
181. |
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» C. Conquest marketing |
182. |
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 |
183. |
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. |
184. |
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 |
185. |
Competitor intelligence should be gathered |
A. | Once a year. |
B. | Twice a year. |
C. | Continuously |
D. | When competition is more. |
Answer» C. Continuously |
186. |
Which of the following is not a benefit of customer satisfaction? |
A. | The firm is more insulated from price competition. |
B. | The firm provides a positive work environment for its employees |
C. | Positive word-of-mouth is generated from satisfied customers |
D. | Satisfied customers make purchases more frequently |
Answer» B. The firm provides a positive work environment for its employees |
187. |
The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a lookout for? |
A. | New competitors entering the marketplace |
B. | Advances in the internet |
C. | Heightened customer expectations |
D. | Advances in e-commerce. |
Answer» A. New competitors entering the marketplace |
188. |
The zone of tolerance is defined by the difference between |
A. | Expected service and desired service. |
B. | Predicted service and desired service |
C. | Desired service and adequate service. |
D. | Predicted service and perceived service |
Answer» D. Predicted service and perceived service |
189. |
Customers ultimately determine the services by…………….. |
A. | The type of competitors. |
B. | The levels of marketing effectiveness and operational efficiency |
C. | The cycle of fluctuations |
D. | The price of the competitors. |
Answer» B. The levels of marketing effectiveness and operational efficiency |
190. |
During a service recovery effort, the employee promptly refunded the customers money but threw the money at the customer. As a result, the recovery effort violated the customers ___________ justice need |
A. | Interactional |
B. | Ethical. |
C. | Social. |
D. | Procedural |
Answer» C. Social. |
191. |
Soft technologies refer to |
A. | Flexible rules that can be bent to meet customer needs. |
B. | The personal touches that ultimately lead to customer satisfaction. |
C. | Guidelines that permit employee empowerment |
D. | Hardware that facilitates the production of a standardized |
Answer» B. The personal touches that ultimately lead to customer satisfaction. |
192. |
The __________ is calculated by dividing the activity time by the number of locations at which the activity is performed. |
A. | Service cost per meal |
B. | Maximum output per hour |
C. | Process time. |
D. | Activity time. |
Answer» C. Process time. |
193. |
Which of the following is not a step in the construction process of a service blueprint? |
A. | Obtaining scripts from both customers and employees |
B. | Segmenting customers based on the content of the script. |
C. | Identify steps in the process where the system can go awry. |
D. | Calculating the time frame for the service execution. |
Answer» C. Identify steps in the process where the system can go awry. |
194. |
A volume-oriented positioning strategy is achieved by |
A. | Reducing divergence. |
B. | Increasing complexity |
C. | Reducing complexity. |
D. | Increasing divergence |
Answer» D. Increasing divergence |
195. |
A buyers 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» D. Service value and monetary cost. |
196. |
Total customer value consists of all of the following components except |
A. | Product value. |
B. | Service value. |
C. | Image value |
D. | Personnel value. |
Answer» D. Personnel value. |
197. |
Total customer cost consists of all of the following components except |
A. | Monetary cost |
B. | Social cost. |
C. | Time cost. |
D. | Energy cost. |
Answer» B. Social cost. |
198. |
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. | Self-service is a viable competitive alternative. |
Answer» D. Self-service is a viable competitive alternative. |
199. |
__________ is a firm view toward planning its operations according to market needs |
A. | Marketing orientation |
B. | Marketing functions. |
C. | Marketing department. |
D. | Marketing forecast. |
Answer» A. Marketing orientation |
200. |
Which of the following is not a criterion for effective price discrimination? |
A. | The segments should be identifiable, and a mechanism must exist to price them differently. |
B. | Different groups of consumers should have similar responses to price. |
C. | Segments should be large enough to be profitable |
D. | Incremental revenues should exceed incremental costs. |
Answer» B. Different groups of consumers should have similar responses to price. |
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