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230+ Service Marketing Solved MCQs

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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