McqMate
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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