McqMate
These multiple-choice questions (MCQs) are designed to enhance your knowledge and understanding in the following areas: Bachelor of Business Administration (BBA) , Master of Commerce (M.com) .
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 |
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