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) .
| 201. |
Service firms often find themselves in a three-cornered fight between |
| A. | Engineering, production, and accounting |
| B. | Marketing, finance, and human resources |
| C. | Operations, accounting, and marketing |
| D. | Human resources, marketing and operations |
| Answer» D. Human resources, marketing and operations | |
| 202. |
Customer frustration resulting from receiving poor service is most similar to |
| A. | Image costs. |
| B. | Monetary price |
| C. | Energy costs. |
| D. | Psychic costs. |
| Answer» D. Psychic costs. | |
| 203. |
Among many services, the demand for medical services tends to be __________. |
| A. | Inelastic. |
| B. | Elastic. |
| C. | Substitute demand |
| D. | Price cross elastic demand |
| Answer» A. Inelastic. | |
| 204. |
Customer competencies can be described as |
| A. | Consumer expectations pertaining to the service delivery process and the final outcome |
| B. | Customer perceptions regarding the quality of the outcome |
| C. | Customer abilities that enable them to properly evaluate the servicescape. |
| D. | The ability to interact effectively with other |
| Answer» C. Customer abilities that enable them to properly evaluate the servicescape. | |
| 205. |
Costs that are planned and are accrued during the operating period regardless of the level of production and sales are called |
| A. | Direct variable costs |
| B. | Fixed costs. |
| C. | Average costs |
| D. | Marginal costs. |
| Answer» B. Fixed costs. | |
| 206. |
The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called |
| A. | Long-term bundling |
| B. | Mixed bundling |
| C. | Price bundling. |
| D. | Product bundling |
| Answer» C. Price bundling. | |
| 207. |
Which pricing strategies encourage the customer to expand his/her dealings with the service provider? |
| A. | Relationship pricing |
| B. | Price bundling. |
| C. | Benefit-driven pricing. |
| D. | Efficiency pricing. |
| Answer» A. Relationship pricing | |
| 208. |
Do studies suggest that price is more likely to be used as a cue to quality under the following conditions? |
| A. | When alternatives are of bad products |
| B. | When the company new to the market |
| C. | When a price is the primary differential information available |
| D. | When a customer does not have knowledge |
| Answer» C. When a price is the primary differential information available | |
| 209. |
The primary role of a service firm for the customer in the communication mix is to …… |
| A. | Confuse customers. |
| B. | Inform and remind customers |
| C. | Oppose the competitor s claim |
| D. | Persuade the dealers. |
| Answer» B. Inform and remind customers | |
| 210. |
The plan for differentiating the firm from its competitors in consumers eyes is referred to as the firms |
| A. | Communication mix |
| B. | Positioning strategy. |
| C. | Publicity. |
| D. | Target marketing |
| Answer» B. Positioning strategy. | |
| 211. |
Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of |
| A. | Product differentiation |
| B. | Personnel differentiation |
| C. | Image differentiation |
| D. | Service differentiation. |
| Answer» B. Personnel differentiation | |
| 212. |
The appropriate communication content during the introduction stage of the product life cycle would be |
| A. | Informational. |
| B. | Informational and persuasive |
| C. | Persuasive. |
| D. | Persuasive and reminder. |
| Answer» B. Informational and persuasive | |
| 213. |
Which of the following is not a communication objective during the maturity and decline stages of the product life cycle? |
| A. | Encourage repeat purchases |
| B. | Provide ongoing contact with customers |
| C. | Prepare the way for personal selling efforts |
| D. | Express gratitude to the existing customer base. |
| Answer» B. Provide ongoing contact with customers | |
| 214. |
Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle? |
| A. | Informational. |
| B. | Informational and persuasive |
| C. | Persuasive. |
| D. | Persuasive and reminder |
| Answer» D. Persuasive and reminder | |
| 215. |
The primary objective of a firms communication mix during the pre-consumption choice stage is to |
| A. | sell the product |
| B. | Minimize the perceived risk associated with the purchase |
| C. | Encourage repeat purchases |
| D. | Persuasively convince customers why the firms brand is superior to the competitors |
| Answer» D. Persuasively convince customers why the firms brand is superior to the competitors | |
| 216. |
The perceived consequences of a consumer s purchase decision are |
| A. | Financial, social and performance |
| B. | Social, ethical and performance. |
| C. | Performance, social and ethical. |
| D. | Ethical, social and psychological |
| Answer» A. Financial, social and performance | |
| 217. |
Tangible clues are more important when services are |
| A. | Highly perishable. |
| B. | Tangible dominant. |
| C. | Intangible dominant |
| D. | Heterogeneous |
| Answer» C. Intangible dominant | |
| 218. |
Which of the following communication objectives becomes the most important during the post-consumption evaluation stage |
| A. | Informing customers |
| B. | Managing customer expectations. |
| C. | Reducing consumer perceived risk |
| D. | Persuading customers |
| Answer» C. Reducing consumer perceived risk | |
| 219. |
Branding of services becomes difficult because they are |
| A. | Intangible. |
| B. | Heterogeneous. |
| C. | Perishable. |
| D. | Inseparable. |
| Answer» A. Intangible. | |
| 220. |
Word-of-Mouth communication networks are particularly important for service firms because |
| A. | Service customers tend to rely more on personal than the non-personal source of information |
| B. | Service firms only offer one brand of service. |
| C. | Service firms can seldom afford to pay for promotional efforts. |
| D. | Service customers tend to rely more on non-personal than personal sources of information |
| Answer» A. Service customers tend to rely more on personal than the non-personal source of information | |
| 221. |
The suggested communication strategy to use when the product is intangible dominant is to |
| A. | Create an intangible image for the product. |
| B. | Create awareness for the product |
| C. | Surround the product with tangible evidence. |
| D. | Make sure the product is in the evoked set of |
| Answer» C. Surround the product with tangible evidence. | |
| 222. |
__________ is an overall favourable impression or unfavourable impression based on the early stages of the service encounter. |
| A. | Cognitive dissonance. |
| B. | Environmental stimulus |
| C. | Visual pathway. |
| D. | Halo effect. |
| Answer» D. Halo effect. | |
| 223. |
The advantage that the E-marketing communications carries are………… |
| A. | Reaching a widely dispersed audience. |
| B. | Being cost-effective. |
| C. | Being personalized. |
| D. | More customer satisfaction. |
| Answer» A. Reaching a widely dispersed audience. | |
| 224. |
A disadvantage of e-marketing is |
| A. | High cost. |
| B. | Low reach. |
| C. | Loss of personal contact |
| D. | Less satisfaction. |
| Answer» C. Loss of personal contact | |
| 225. |
Which of the following is not a component of service firms physical evidence? |
| A. | Parking. |
| B. | Employee appearance |
| C. | Billing statements. |
| D. | In-house process equipment |
| Answer» D. In-house process equipment | |
| 226. |
One of the advantages of requiring employees to wear uniforms is that it reduces the customers’ perception of_______. |
| A. | Intangibility. |
| B. | Inseparability. |
| C. | Heterogeneity. |
| D. | Socialization. |
| Answer» C. Heterogeneity. | |
| 227. |
which of the following is not an advantage of requiring employees to wear uniforms? |
| A. | Identifies the firm’s personnel |
| B. | Provides price expectations to customers. |
| C. | Implies a coherent group structure |
| D. | Provides a physical symbol that embodies the group’s ideas and attributes |
| Answer» B. Provides price expectations to customers. | |
| 228. |
__________ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviours of individuals |
| A. | Ergonomics |
| B. | Environmental psychology. |
| C. | Physics |
| D. | Physical sociology |
| Answer» B. Environmental psychology. | |
| 229. |
Direct labour cost and sales commissions cost incurred in services are called as……….. |
| A. | Fixed costs. |
| B. | Variable costs. |
| C. | Average costs. |
| D. | Marginal costs. |
| Answer» B. Variable costs. | |
| 230. |
The organization must effectively plan to ______ fear, uncertainty and doubts that might occur in the minds of customers during the course of acquisition. |
| A. | Minimize |
| B. | Maximize |
| C. | Study |
| D. | Balance |
| Answer» A. Minimize | |
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