230+ Service Marketing Solved MCQs

1.

Service marketing become difficult because of …………….

A. Intangibility
B. No demand
C. More complex market
D. Difficult to enter market
Answer» A. Intangibility
2.

Service are characterized by all of the following characteristics except for …………….

A. Intangibility
B. Homogeneity
C. Perishability
D. Inseparability
Answer» B. Homogeneity
3.

Green marketing is a part of …………….

A. Social marketing
B. Service marketing
C. Relationship marketing
D. Rural marketing
Answer» C. Relationship marketing
4.

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
5.

Which of the following is not a service?

A. Insurance
B. Mail delivery
C. Medical checkup
D. None of these
Answer» D. None of these
6.

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 & monetary cost
D. Service value and monetary cost
Answer» B. Total customer value and total customer cost
7.

Solutions used to minimize the marketing problems attributed to heterogeneity include

A. Standardizing the service
B. Using multi-site location
C. Stressing tangible clues
D. None of these
Answer» A. Standardizing the service
8.

Which of the following is not a objectives of service marketing?

A. Promoting customer satisfaction
B. Building trust
C. Establish uniform price
D. None of these
Answer» D. None of these
9.

Which of the following is not included in seven Ps of the marketing mix given by Booms and Bitner?

A. Process
B. People
C. Politics
D. Physical evidence
Answer» C. Politics
10.

The following is not ways in which intangibility can be overcome

A. Visualization
B. Association
C. Documentation
D. Situation
Answer» D. Situation
11.

SLEPT stands for

A. Social, Legal, Economic, Political, Technological
B. Social, Legal, Environmental, Political, Technological
C. Social, Legal, Environmental, physical, Technological
D. Social, Legal, Economic, Physical, Technological
Answer» A. Social, Legal, Economic, Political, Technological
12.

People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as

A. Possession processing
B. Physical processing
C. People process
D. None of these
Answer» C. People process
13.

Which of the following is not one of the service process?

A. Physical evidence
B. People processing
C. Possession processing
D. Information processing
Answer» A. Physical evidence
14.

This is when customers visit the service facility so that they are personally involved through the service delivery process

A. Low-contractservice
B. High contract service
C. Medium contract service
D. Information processing service
Answer» B. High contract service
15.

……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.

A. Service action
B. Service satisfaction
C. Service recovery
D. Service quality
Answer» D. Service quality
16.

An approach that encompasses a wide range of relationships, not just with customers, but also those that organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as

A. Relationship marketing
B. Market exchange
C. Service failure
D. Shared responsibility
Answer» A. Relationship marketing
17.

When there is little or no personal contract between customer and service provider. This is classified as

A. Low-contractservice
B. Medium-contractservice
C. High-contractservice
D. Intense-contractservice
Answer» A. Low-contractservice
18.

Select the name of the country having maximum percent of GDP attributed to service

A. United states
B. China
C. Germany
D. India
Answer» A. United states
19.

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
20.

…………… is deference between customer expectations and perception.

A. Customer delight
B. Customer satisfaction
C. Customer gap
D. Supplier gap
Answer» C. Customer gap
21.

……………. Is defined as the caring, individualized attention that the firm provides its customers

A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance
Answer» A. Empathy
22.

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
23.

SSTs stands for …………….

A. Stable Service Technologies
B. Social Service Technologies
C. Smart Service Technologies
D. Self Service Technologies
Answer» D. Self Service Technologies
24.

……………… are the only service distributors which do not require direct human interaction

A. Electronic channels
B. SSTs
C. Direct service channels
D. Speculative channels
Answer» A. Electronic channels
25.

Intangibility, perishability, inseparability& variability are the characteristics of

A. Product
B. Service
C. Goods
D. Both A&B
Answer» B. Service
26.

Banking is the example of …………….

A. Production services
B. Business services
C. Consumer services
D. Govt. provided services
Answer» B. Business services
27.

Medical treatment with ayurvedic massage is an example of

A. Production services
B. Business services
C. Consumer services
D. Govt. provided services
Answer» C. Consumer services
28.

There is a close link between ……………. and brand loyalty

A. Social class
B. Habits
C. Perception
D. None of above
Answer» B. Habits
29.

…………… are those qualities that buyers evaluate before purchase

A. Search qualities
B. Experience qualities
C. Credence qualities
D. None of above
Answer» A. Search qualities
30.

……………. are those characteristicsthat buyer evaluate the characteristics after the purchase

A. Search qualities
B. Experience qualities
C. Credence qualities
D. None of the above
Answer» B. Experience qualities
31.

Sustainable marketing can also be characterized as the third age of

A. Planned obsolescence
B. Green marketing
C. Pollution
D. Recycling
Answer» B. Green marketing
32.

Which one of the following stages of the marketing research process is most expensive?

A. Data analysis
B. Data collection
C. Developing the research plan
D. Report writing
Answer» B. Data collection
33.

Which of the following included in economic factors?

A. Age
B. Demographic
C. Ethnicities
D. GDP
Answer» D. GDP
34.

Expand PESTEL

A. Political, Economic, Social, Terminological, Environmental & Legal
B. Political , Environmental, Social, Terminological, Economical, Legal
C. Political, Economic, Social, Technological, Environmental & Legal
D. Political, Environmental, Social, Technological, Economical, Legal
Answer» C. Political, Economic, Social, Technological, Environmental & Legal
35.

Which one of them not included in SERVQUAL model dimensions?

A. Reliability
B. Empathy
C. Assurance
D. Intangibility
Answer» D. Intangibility
36.

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
37.

Which of the following is not one of the five dimensions that is measured by the SERVQUAL scale?

A. Tangibles
B. Employee satisfaction
C. Responsiveness
D. Assurance
Answer» B. Employee satisfaction
38.

SERVQUALdimension that measures consumer views that reflect the security of the firm’s operation is the …………… dimension

A. Tangibles
B. Employee satisfaction
C. Responsiveness
D. Assurance
Answer» D. Assurance
39.

…………… is example of a service where the customer typically goes to the service organization

A. House painting
B. A credit card company
C. A taxi services
D. The theatre
Answer» D. The theatre
40.

Perception of performance – expectation gives us

A. Customer motivation
B. Customer service
C. Customer satisfaction
D. Customer performance
Answer» C. Customer satisfaction
41.

Service cannot be stored. This describes the ……………. Characteristic of services

A. Variability
B. Intangibility
C. Inseparability
D. Inconsistency
Answer» D. Inconsistency
42.

…………… describes the employees skill in serving the client

A. Internal marketing
B. External marketing
C. Interactive marketing
D. Relationship marketing
Answer» D. Relationship marketing
43.

If a firm is practicing …………… the firm is training and effectively motivating its customer-contract employees and all of the supporting service people to work as a team to provide customer satisfaction

A. Double-up –marketing
B. Internal marketing
C. Interactive marketing
D. Service marketing
Answer» B. Internal marketing
44.

According to parasuraman, Zeithml and Berry, the most important determinate of service quality

A. Responsiveness
B. Reliability
C. Assurance
D. Empathy
Answer» B. Reliability
45.

………….. is the tool for simultaneously depicting the service process, the point of customer contract and the evidence of the service from the customer point of view

A. Front of planning
B. Service blue printing
C. Service standardization
D. None of these
Answer» B. Service blue printing
46.

Service is delivered within the marketing environment. The macro environment can be analyzed using which of the following tools?

A. SWOT
B. PEST
C. TOWS
D. None of these
Answer» B. PEST
47.

Servicescape refers to

A. Service landscape
B. Service factory
C. Place where the service is delivered
D. Beautiful landscape
Answer» C. Place where the service is delivered
48.

Service sector comes under which sector of the economy?

A. Primary
B. Secondary
C. Tertiary
D. None of these
Answer» C. Tertiary
49.

Value-added service means

A. Additionalservices
B. Better value at a premium
C. Costlier services
D. Better value at a discount
Answer» A. Additionalservices
50.

Which one is the reason behind the growth of services

A. Rapid urbanization
B. Changing role of women
C. IT revolution
D. All of the above
Answer» D. All of the above
51.

A ……………. Is a form of product that consist of activities, benefits or satisfaction offered for sale that are essentially intangible and do not result in ownership of anything?

A. Goods
B. Needs
C. Wants
D. Services
Answer» D. Services
52.

………… describes the employees skill in serving the client

A. Internal marketing
B. External marketing
C. Communicating
D. Service marketing
Answer» B. External marketing
53.

Which of the following is not generally accepted as being part of the extended marketing mix for service?

A. Product
B. Price
C. Practice
D. place
Answer» C. Practice
54.

In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?

A. Feed back
B. Feed forward
C. Both A&B
D. None of these
Answer» B. Feed forward
55.

Which of the following is not an element of physical evidence ?

A. Motivation
B. Team work
C. Customer training
D. Flow of activities
Answer» D. Flow of activities
56.

Added features to an offering are called …………… service features?

A. Perceived
B. Primary
C. Secondary
D. Expected
Answer» C. Secondary
57.

The service a customer expects are called …………… service package?

A. Perceived
B. Primary
C. Secondary
D. Expected
Answer» B. Primary
58.

…………… is the physical surroundings or the physical facility where the service is produced, delivered and consumed

A. Service space
B. Service place
C. Service escape
D. Service scope
Answer» C. Service escape
59.

Servicescape model is developed by ……………

A. Booms & Bitner
B. A parasuraman
C. Len Berry
D. Philp kotler
Answer» A. Booms & Bitner
60.

Service marketing emerged as a separate field of study in the ……………

A. Early 2000’s
B. Early 1990’s
C. Early 1980’s
D. None of these
Answer» C. Early 1980’s
61.

Who created the PESTL framework?

A. Booms & Bitner
B. Philip kotler
C. Francis Aguilar
D. Len Berry
Answer» C. Francis Aguilar
62.

………….. between what was expected and what is perceived

A. Service gap
B. Supplier gap
C. Customer gap
D. Customer satisfaction
Answer» A. Service gap
63.

Which is the largest outsourcing country in the world?

A. China
B. USA
C. Germany
D. India
Answer» D. India
64.

Which of the following laws requires that employers offer continuation of health care insurance after a person leave employment?

A. COBRA
B. ERISA
C. HIPAA
D. State insurance statute
Answer» A. COBRA
65.

A person injured in a motor vehicle accident will have health care expenses paid by

A. Social insurance programs
B. Auto insurance
C. Employment-based insurance
D. Works compensation insurance
Answer» B. Auto insurance
66.

Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.

A. Internal marketing
B. Service profit chains
C. Interactive marketing
D. Service marketing
Answer» B. Service profit chains
67.

In the absence of a physical product, service providers needs to consider the use of …………… that enable customers to make a judgment on the service quality.

A. Tangible clues
B. Intangible clues
C. Blue print
D. Performance measure
Answer» A. Tangible clues
68.

Internal marketing deals with

A. Marketing the products to employees
B. Marketing the in the local market
C. Marketing the products inside the country
D. Identifying and taking care of employees needs & wants
Answer» D. Identifying and taking care of employees needs & wants
69.

In order to improve the process and performance of the company towards the customers, they should try to

A. Modernize the building
B. Modernize the product
C. Reduce the waiting time by adopting the reservation system
D. Asking customers to come another time
Answer» C. Reduce the waiting time by adopting the reservation system
70.

Managing the peak demand becomes difficult due to …………... nature

A. Intangibility
B. Perishability
C. Inseparable
D. Heterogeneous
Answer» B. Perishability
71.

Which financial institution regulates the insurance products in India?

A. IRDA
B. IDRA
C. IRAD
D. IADR
Answer» A. IRDA
72.

In effective target, marketers should focus on

A. Market segmentation
B. Market targeting
C. Marketing positioning
D. All the above
Answer» C. Marketing positioning
73.

The companies that targets market very narrowly is called

A. Mass marketing
B. Segmented marketing
C. Niche marketing
D. Micro marketing
Answer» D. Micro marketing
74.

Branding is concerned with …………… component of four ‘P’.

A. Promotion
B. Product
C. Place
D. Price
Answer» B. Product
75.

………….. is the process of evaluating each market segment’s attractiveness and selecting one more segment to enter

A. Mass marketing
B. Market segmentation
C. Market targeting
D. Market positioning
Answer» C. Market targeting
76.

Another word for complete segmentation is

A. Macro marketing
B. Micro marketing
C. Niche marketing
D. Mass marketing
Answer» B. Micro marketing
77.

Micro marketing includes

A. Segment marketing and niche marketing
B. Mass marketing and demographic marketing
C. Local marketing and individual marketing
D. Individual marketing self marketing
Answer» C. Local marketing and individual marketing
78.

………….. is any direct interaction between a service provider and customers

A. Service encounter
B. Service Gap
C. Service quality
D. Supplier Gap
Answer» A. Service encounter
79.

SERVQUAL model was developed and implemented by the ……………..

A. Valarie Zeithamal
B. A Parasuraman
C. Leonard Berry
D. All of these
Answer» D. All of these
80.

…………… is a diagram/ map that visualize a service offering accurately

A. Service blueprint
B. Service action
C. Service recovery
D. None of these
Answer» A. Service blueprint
81.

Service blueprint first introduce by

A. Len Berry
B. Booms & Bitner
C. Philip kotler
D. G.Lynn shostack
Answer» D. G.Lynn shostack
82.

To introduce the new products to world of consumers is the main goal of ……………

A. Entertainment
B. Advertising
C. Boost the sales
D. Online marketing
Answer» B. Advertising
83.

Advertisement is a type of ……………

A. Outdoor marketing
B. Indirect marketing
C. Share marketing
D. Relationship marketing
Answer» B. Indirect marketing
84.

The extended Ps of service marketing mix is

A. People, product, place
B. Price, physical evidence, promotion
C. Physical evidence, process, People
D. Product, process, physical environment
Answer» C. Physical evidence, process, People
85.

What is the basic property of a service which makes it different from a product?

A. Shape
B. Size
C. Very expensive
D. Intangibility
Answer» D. Intangibility
86.

The solution to price competition is to develop a differentiated

A. Product, price and promotion
B. Offer, delivery & image
C. Package & label
D. International website
Answer» B. Offer, delivery & image
87.

Which of the following is a key building lasting relationship with consumers?

A. Price of the product
B. Need recognition
C. Customer satisfaction
D. Quality of product
Answer» C. Customer satisfaction
88.

…………… are the services which are connected to the period to which the product are purchased from the seller

A. Tangible service
B. Intangible service
C. Professionalservice
D. None of these
Answer» A. Tangible service
89.

The term marketing refers to

A. New product concepts and improvement
B. Advertising and promotion activities
C. A philosophy that stresses customer values & satisfaction
D. Planning sales campaigns
Answer» C. A philosophy that stresses customer values & satisfaction
90.

Which of the following takes place at retailers end?

A. Promotion
B. Placing
C. Pricing
D. Exchange
Answer» D. Exchange
91.

If the customers views service as ……………. They care more about price than provider.

A. Heterogeneous
B. Homogeneous
C. Both A & B
D. None of the above
Answer» B. Homogeneous
92.

Holistic marketing for services demands

A. External marketing
B. Internal marketing
C. Interactive marketing
D. All of the above
Answer» D. All of the above
93.

………….. Is about the normal work of creation, pricing, distribution, and promotion of service to customers.

A. External marketing
B. Internal marketing
C. Interactive marketing
D. All of the above
Answer» A. External marketing
94.

………….. is about motivating and training employees to serve customers well

A. External marketing
B. Internal marketing
C. Interactive marketing
D. All of the above
Answer» B. Internal marketing
95.

The service-quality model identifies………….. gaps that result in unsuccessful delivery.

A. 4
B. 3
C. 5
D. 6
Answer» C. 5
96.

As per service-quality model, the capacity to complete the promised service accuratelt and dependably is ……………

A. Responsiveness
B. Reliability
C. Assurance
D. Empathy
Answer» B. Reliability
97.

As per service quality model, the willingness to assist customer and offer prompt service is ……………

A. Responsiveness
B. Reliability
C. Assurance
D. Empathy
Answer» A. Responsiveness
98.

At customer service interface, company intends to manage a relationship with a customer through

A. Technology
B. People
C. Both a & b
D. None of the above
Answer» C. Both a & b
99.

Service firms can increase quality control by

A. Making investment in good hiring
B. Standardize the service performance process
C. Monitor customer satisfaction
D. All of the above
Answer» D. All of the above
100.

Digital marketing is often referred to as ……………

A. Online marketing
B. Internet marketing
C. Web marketing
D. All of the above
Answer» D. All of the above
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