McqMate
| 1. |
Services are characterized by all of the following characteristics except- |
| A. | intangibility |
| B. | homogeneity |
| C. | inseparability |
| D. | heterogeneity |
| Answer» B. homogeneity | |
| 2. |
Which of the following is not a tangible dominant? |
| A. | buildings |
| B. | automobiles |
| C. | investment management |
| D. | computer |
| Answer» C. investment management | |
| 3. |
What does GDP stand for? |
| A. | gross domestic profile. |
| B. | gross demand profile. |
| C. | gross domestic product. |
| D. | general domestic product. |
| Answer» C. gross domestic product. | |
| 4. |
Hospital 8. Which of the following fields would be least likely to be described as intangible- dominant? |
| A. | manufacturing |
| B. | education |
| C. | insurance |
| D. | banking |
| Answer» A. manufacturing | |
| 5. |
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. | sales triangle |
| Answer» A. marketing triangle | |
| 6. |
Odd one out |
| A. | internal marketing |
| B. | external marketing |
| C. | interactive marketing |
| D. | international marketing |
| Answer» D. international marketing | |
| 7. |
Ranking from highest to lowest, the countries with the largest service sector employment are: |
| A. | european community, united states, japan |
| B. | united states, japan, european community |
| C. | united states, european community, japan |
| D. | united states, european community, japan |
| Answer» B. united states, japan, european community | |
| 8. |
The primary cost of producing a service is |
| A. | rent |
| B. | overhead |
| C. | cost of goods sold |
| D. | labour |
| Answer» D. labour | |
| 9. |
Tourism is a major creator of jobs in the world. Approximately what percentage of global employment is represented by tourism? |
| A. | 20% |
| B. | 50% |
| C. | 2% |
| D. | 8% |
| Answer» D. 8% | |
| 10. |
According to definitions of the tourist, what is the maximum allowable length of stay in a destination ? |
| A. | one year. |
| B. | 6 months |
| C. | one month |
| D. | one day. |
| Answer» A. one year. | |
| 11. |
What does the acronym TSA stand for? |
| A. | tourism satellite assessment. |
| B. | travellers’ security association |
| C. | tourism system account. |
| D. | tourist satellite account. |
| Answer» D. tourist satellite account. | |
| 12. |
What is domestic tourism? |
| A. | travel for less than one day in your own country |
| B. | a business trip overseas |
| C. | travel involving an international stay away from home |
| D. | travel within your own country |
| Answer» D. travel within your own country | |
| 13. |
Which bank is known as bankers bank in India ? |
| A. | sbi |
| B. | rbi |
| C. | indian bank |
| D. | bank of india |
| Answer» B. rbi | |
| 14. |
In which year banks were nationalized in India? |
| A. | 1947 |
| B. | 1956 |
| C. | 1969 |
| D. | 2010 |
| Answer» C. 1969 | |
| 15. |
The regulation of the financial services industry in the UK is now carried out by the |
| A. | bank of england |
| B. | sfa |
| C. | sib |
| D. | fsa |
| Answer» D. fsa | |
| 16. |
A corporation in the U.S. estimates and pays it taxes __________. |
| A. | monthly |
| B. | quarterly |
| C. | semi-annually |
| D. | annually |
| Answer» B. quarterly | |
| 17. |
In finance we refer to the market for relatively long-term financial instruments as the __________ market. |
| A. | money |
| B. | capital |
| C. | primary |
| D. | secondary |
| Answer» B. capital | |
| 18. |
Discuss the social purpose and organization of health care insurance. Moral hazard by insurance companies can result in: |
| A. | over utilization of health insurance. |
| B. | community rating. |
| C. | adverse selection. |
| D. | risk pooling. |
| Answer» C. adverse selection. | |
| 19. |
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. | workers compensation insurance |
| Answer» B. auto insurance. | |
| 20. |
Which of the following characteristics/situations qualifies a patient for benefits under a long term care insurance contract? |
| A. | workplace injury |
| B. | limitation in adl function |
| C. | recent hospitalization |
| D. | motor vehicle accident |
| Answer» B. limitation in adl function | |
| 21. |
Which of the following laws requires that employers offer continuation of health care insurance after a person leaves employment? |
| A. | cobra |
| B. | erisa |
| C. | hipaa |
| D. | state insurance statute |
| Answer» A. cobra | |
| 22. |
'Reinsurance' refers to the practice by insurance companies of: |
| A. | terminating existing policies. |
| B. | buying insurance from another firm |
| C. | issuing new policies |
| D. | renewing existing policies |
| Answer» B. buying insurance from another firm | |
| 23. |
By taking out insurance cover an individual: |
| A. | reduces the cost of an accident |
| B. | transfers the risk to someone else |
| C. | converts the possibility of large loss to certainty of a small one |
| D. | reduces the risk of an accident |
| Answer» C. converts the possibility of large loss to certainty of a small one | |
| 24. |
Diversification is one way in which insurance companies can protect themselves against: |
| A. | positively correlated risks |
| B. | the law of large numbers |
| C. | parameter change |
| D. | random fluctuation |
| Answer» D. random fluctuation | |
| 25. |
A 'pay as you go' pension system is unsuitable for a private firm because: |
| A. | the firm may cease trading |
| B. | employees are not willing to pay |
| C. | the dependency ratio is too high |
| D. | the benefits are insufficient |
| Answer» A. the firm may cease trading | |
| 26. |
Pension and life insurance funds hold few short-term assets because |
| A. | their cash flows are predictable |
| B. | short-term asset share too dear |
| C. | long-term assets are more profitable |
| D. | short-term assets are too risky |
| Answer» A. their cash flows are predictable | |
| 27. |
What is the full form of BPO |
| A. | business process outsourcing |
| B. | business persons outsourcing |
| C. | business production outsourcing |
| D. | business price outsourcing |
| Answer» A. business process outsourcing | |
| 28. |
Full form of KPO |
| A. | knowledge process outstanding |
| B. | knowledge process outsourcing |
| C. | knowledge persons outsourcing |
| D. | knowledge production out sourcing. |
| Answer» B. knowledge process outsourcing | |
| 29. |
Outsourcing technically means: |
| A. | moving functions or activities out of an organizations |
| B. | the delegation of non-core operations from internal production to an external entity specializing in the management of that operation |
| C. | buying resources from outside a company's main domestic market |
| D. | a & b |
| Answer» D. a & b | |
| 30. |
Which is the largest outsourcing country in the world ? |
| A. | china |
| B. | america |
| C. | india |
| D. | brazil |
| Answer» C. india | |
| 31. |
Outsourcing on the American continents is supported by ________, in that there are provision with reference to workers from low-labor cost countries. |
| A. | oecd |
| B. | natfa |
| C. | g8 |
| D. | mercosur |
| Answer» B. natfa | |
| 32. |
Microsoft is an example of a: |
| A. | diagonally integrated multinational corporation |
| B. | horizontally integrated multinational corporation |
| C. | diversified multinational corporation |
| D. | vertically integrated multinational corporation |
| Answer» C. diversified multinational corporation | |
| 33. |
A ______________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. |
| A. | Service |
| B. | Demand |
| C. | Need |
| D. | Physical object |
| Answer» A. Service | |
| 34. |
Distinct characteristic of services is_____________ |
| A. | Intangibility |
| B. | Inseparability |
| C. | Variability |
| D. | Perishability |
| Answer» A. Intangibility | |
| 35. |
All of the following are examples of services EXCEPT: |
| A. | banking. |
| B. | hotels and motels. |
| C. | tax preparation. |
| D. | computer software. |
| Answer» D. computer software. | |
| 36. |
Services are typically produced and consumed simultaneously. This is an example of the ________characteristic of services. |
| A. | Intangibility |
| B. | Variability |
| C. | Inseparability |
| D. | Simultaneously |
| Answer» C. Inseparability | |
| 37. |
Services can not be stored. This describes the ___________characteristic of services. a. |
| A. | Intangibility |
| B. | Variability |
| C. | Inseparability |
| D. | Perishability |
| Answer» D. Perishability | |
| 38. |
Examples of pure tangible goods include all of the following EXCEPT: |
| A. | Soap. |
| B. | Tax preparation. |
| C. | Toothpaste. |
| D. | Salt. |
| Answer» B. Tax preparation. | |
| 39. |
__________describes the employees skills in serving the client. |
| A. | Internal Marketing |
| B. | External Marketing |
| C. | Relationship marketing |
| D. | Interactive marketing |
| Answer» D. Interactive marketing | |
| 40. |
SSTS refers to __________ |
| A. | Service Standards Testing |
| B. | Self- Service Technologies |
| C. | Standard Service Technologies |
| D. | Self Service Treatments |
| Answer» B. Self- Service Technologies | |
| 41. |
_____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event. |
| A. | Hybrid offer |
| B. | Core service |
| C. | Augmented or ancillary product |
| D. | Experience |
| Answer» D. Experience | |
| 42. |
Top firms audit service performance by collecting measurements to probe customer satisfiers and dis satisfiers. |
| A. | Customer satisfier |
| B. | Customer complaint |
| C. | Voice of the customer |
| D. | Psychological |
| Answer» C. Voice of the customer | |
| 43. |
The services a customer expects are called the ______service package. |
| A. | Expected |
| B. | Augmented |
| C. | Primary |
| D. | Secondary |
| Answer» C. Primary | |
| 44. |
The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service: |
| A. | intangibility. |
| B. | inseparability. |
| C. | variability. |
| D. | perishability. |
| Answer» C. variability. | |
| 45. |
Added features to an offering are called _________service features. |
| A. | Expected |
| B. | Augmented |
| C. | Primary |
| D. | Secondary |
| Answer» D. Secondary | |
| 46. |
The intangibility of services has implications for the choice of _________ |
| A. | Brand elements |
| B. | Location |
| C. | Price |
| D. | Product features |
| Answer» A. Brand elements | |
| 47. |
__________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value |
| A. | Total |
| B. | Variable |
| C. | Life cycle |
| D. | Net |
| Answer» C. Life cycle | |
| 48. |
Successful service companies focus their attention on both their customers 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 differentiation |
| Answer» B. Service-profit chains | |
| 49. |
If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact 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 | |
| 50. |
According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is : |
| A. | Responsiveness |
| B. | Reliability |
| C. | Assurance |
| D. | Empathy |
| Answer» B. Reliability | |
| 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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