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) .
| 101. |
Service is somewhat like a |
| A. | Incorrect |
| B. | Correct |
| C. | Somewhat Correct |
| D. | None of the above |
| Answer» B. Correct | |
| 102. |
Services Marketing is an attractive field of study for India because: |
| A. | Services contribute to more than half of India’s GDP |
| B. | Services are delivered by more than half of India’s population |
| C. | Services are more important than agriculture and manufacturing |
| D. | All of the above |
| Answer» A. Services contribute to more than half of India’s GDP | |
| 103. |
Is services are low price sensitive |
| A. | Incorrect |
| B. | Correct |
| C. | Somewhat Correct |
| D. | None of the above |
| Answer» B. Correct | |
| 104. |
Many people want BMW, only a |
| A. | Need |
| B. | Want |
| C. | Demand |
| D. | Status |
| Answer» C. Demand | |
| 105. |
Who is the father of Modern |
| A. | Peter Drucker |
| B. | Philip Kotler |
| C. | Lester Wunderman |
| D. | Abraham Maslow |
| Answer» B. Philip Kotler | |
| 106. |
In information Process type of services, informations act as |
| A. | Product |
| B. | Service |
| C. | Information |
| D. | Nothing |
| Answer» A. Product | |
| 107. |
The service-quality model |
| A. | 4 |
| B. | 3 |
| C. | 5 |
| D. | 6 |
| Answer» C. 5 | |
| 108. |
is about employees skills in serving the client. |
| A. | External marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | All of the above |
| Answer» B. Internal marketing | |
| 109. |
is about the normal work of creation, pricing, |
| A. | External marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | All of the above |
| Answer» A. External marketing | |
| 110. |
As per service-quality model, the |
| A. | Responsiveness |
| B. | Reliability |
| C. | Assurance |
| D. | Empathy |
| Answer» C. Assurance | |
| 111. |
If the customers view service as they care more about price than provider. |
| A. | Heterogeneous |
| B. | Homogeneous |
| C. | Both a and b |
| D. | None of the above |
| Answer» B. Homogeneous | |
| 112. |
During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up |
| A. | Social |
| B. | Procedural |
| C. | Interactional |
| D. | Distributive |
| Answer» B. Procedural | |
| 113. |
is an example of a service where the customer typically goes to the service |
| A. | Taxi Service |
| B. | Credit Card Company |
| C. | Theatre |
| D. | House Painting |
| Answer» C. Theatre | |
| 114. |
. has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment |
| A. | Multi-site expansion |
| B. | Sub-contracting |
| C. | Franchising |
| D. | Company-owned expansion |
| Answer» C. Franchising | |
| 115. |
Service failures involving problematic customer include . |
| A. | Un cooperative customers |
| B. | Breaking company policies |
| C. | Verbal and physical abuse |
| D. | All of the above |
| Answer» D. All of the above | |
| 116. |
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 | |
| 117. |
The moments of interaction between the customer and the service firm are called: |
| A. | Service encounter |
| B. | Core service |
| C. | Service recovery |
| D. | Gap model |
| Answer» A. Service encounter | |
| 118. |
What are the five principle dimensions to judge service quality? |
| A. | Reliability, responsiveness, assurance, empathy, tangibles |
| B. | Reliability, respect, assurance, empathy, tangibles |
| C. | Reliability, responsiveness aspects, empathy, tangibles |
| D. | Reliability, responsiveness, assurance, empathy, targets |
| Answer» A. Reliability, responsiveness, assurance, empathy, tangibles | |
| 119. |
The difference between desired service and the level of service considered adequate is known as |
| A. | Service failures |
| B. | Service Quality |
| C. | Tolerance Zone |
| D. | service recovery |
| Answer» C. Tolerance Zone | |
| 120. |
By participating in the service delivery process,customers cocreate for themselves. |
| A. | Value |
| B. | Needs |
| C. | Economice Order |
| D. | Loyalty |
| Answer» A. Value | |
| 121. |
When a customer does not |
| A. | Gap 1 |
| B. | Gap 2 |
| C. | Gap 3 |
| D. | Gap 4 |
| Answer» C. Gap 3 | |
| 122. |
Patients sitting in dental chairs are part of the element of the services marketing mix. |
| A. | People |
| B. | Product |
| C. | Price |
| D. | Phycial Evidence |
| Answer» D. Phycial Evidence | |
| 123. |
Hyatt Hotels has installed automated check-in machines at |
| A. | Self Service Technology |
| B. | Contributor to quality |
| C. | Competitor |
| D. | Recruiter |
| Answer» A. Self Service Technology | |
| 124. |
An airport with large,easily read |
| A. | Place |
| B. | Promotion |
| C. | Price |
| D. | Product |
| Answer» A. Place | |
| 125. |
The overall goal of a customer participation strategy is to: |
| A. | Determine optimal production levels |
| B. | Increase customer satisfaction and productivity |
| C. | Maximize word-of- mouth advertising |
| Answer» C. Maximize word-of- mouth advertising | |
| 126. |
In which of the following service situations would customers have the highest level of participation? |
| A. | Eating at a local barbecue restaurant |
| B. | Taking self- defense classes |
| C. | Traveling on an American airplane |
| D. | Attending a concert |
| Answer» B. Taking self- defense classes | |
| 127. |
Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering |
| A. | Self Service Technology |
| B. | Contributor to quality |
| C. | Competitor |
| D. | Recruiter |
| Answer» C. Competitor | |
| 128. |
is the only revenue generating element amongst the |
| A. | Price |
| B. | Product |
| C. | Place |
| D. | Promotion |
| Answer» A. Price | |
| 129. |
strategy is where, price are kept lower than its |
| A. | Skimming |
| B. | Penetration |
| C. | Value Price |
| D. | Market Leader Price |
| Answer» B. Penetration | |
| 130. |
The hierarchy-of-effects model contains awareness, knowledge, |
| A. | Cognitive Response |
| B. | Preference |
| C. | Interest |
| D. | Attitude |
| Answer» B. Preference | |
| 131. |
Which of the following is not a tangible dominant? |
| A. | Detergents |
| B. | Automobiles |
| C. | Investment Management |
| D. | Soft drinks |
| Answer» C. Investment Management | |
| 132. |
Select name of the country having maximum percent of GDP attributed to services |
| A. | United States |
| B. | China |
| C. | Germany |
| D. | India |
| Answer» A. United States | |
| 133. |
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 | |
| 134. |
Which of the following is not an element of People? |
| A. | Motivation |
| B. | Teamwork |
| C. | Flow of activities |
| D. | Customer training |
| Answer» C. Flow of activities | |
| 135. |
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called…….. |
| A. | Place Mix |
| B. | Physical Evidence Mix |
| C. | Process Mix |
| D. | People Mix |
| Answer» C. Process Mix | |
| 136. |
.………………..is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitate performance or communication of the service. |
| A. | Physical evidence |
| B. | Process |
| C. | Place |
| D. | People |
| Answer» A. Physical evidence | |
| 137. |
“All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.” |
| A. | Process |
| B. | Physical Environment |
| C. | People |
| D. | Place |
| Answer» C. People | |
| 138. |
. ……………is the difference between customer expectations and perceptions. |
| A. | Customer Delight |
| B. | Customer Satisfaction |
| C. | Customer Gap |
| D. | The supplier Gap |
| Answer» C. Customer Gap | |
| 139. |
Which of the following is difficult to evaluate? |
| A. | Jewellery |
| B. | Auto repair |
| C. | Furniture |
| D. | Clothing |
| Answer» B. Auto repair | |
| 140. |
Evaluation of Medical Diagnosis service is mainly depends on |
| A. | High in experience quality |
| B. | High in credence quality |
| C. | High in search quality |
| D. | Both a and c |
| Answer» B. High in credence quality | |
| 141. |
…………..is defined a the caring, individualized attention that the firm provides its customers. |
| A. | Empathy |
| B. | Responsiveness |
| C. | Sympathy |
| D. | Assurance |
| Answer» A. Empathy | |
| 142. |
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 | |
| 143. |
………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of |
| A. | Front end planning |
| B. | Service Blueprinting |
| C. | Service Standardization |
| D. | Service Culture |
| Answer» B. Service Blueprinting | |
| 144. |
………………is the physical surroundings or the physical facility where the service is produced, delivered and consumed. |
| A. | Service space |
| B. | Service scape |
| C. | Service place |
| D. | Service scope |
| Answer» B. Service scape | |
| 145. |
“…….is the culture where an appreciation for good service exists and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.” |
| A. | Service culture |
| B. | Corporate culture |
| C. | Service Triangle |
| D. | Service Quality Dimensions |
| Answer» A. Service culture | |
| 146. |
SSTs stands for……. |
| A. | Stable Service Technologies |
| B. | Social Service Technologies |
| C. | Smart Service Technologies |
| D. | Self Service Technologies |
| Answer» D. Self Service Technologies | |
| 147. |
……………are the only service distributors which do not require direct human interactions. |
| A. | Electronic Channels |
| B. | SSTs |
| C. | Direct Service Channels |
| D. | Speculative channels |
| Answer» A. Electronic Channels | |
| 148. |
A triangle of Company, Customers, Employees, Internal Marketing, External Marketing communications and Interactive marketing is known as………….. |
| A. | Marketing Triangle |
| B. | Service Triangle |
| C. | Communication Triangle |
| D. | Marketing & Service triangle |
| Answer» B. Service Triangle | |
| 149. |
Tata Sky is the joint venture of Tata and ……………. |
| A. | Sony |
| B. | Star |
| C. | IBN |
| D. | Zee |
| Answer» B. Star | |
| 150. |
In the simplest terms, _____ are deeds, processes and performances. |
| A. | Attributes |
| B. | Experiences |
| C. | Services |
| D. | Benefits |
| Answer» B. Experiences | |
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