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) .
| 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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