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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