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Q.1
The buyer decision process consists of five stages. Which of the following is NOT one of these stages?
Evaluation of Alternatives
Information search
Variety-seeking buying behavior
Post purchase behavior
Q.2
You are planning to install a steel manufacturing plant in your city. For that purpose you want to have a supplier who supplies you the steel in raw form for manufacturing. Here supplier supplies you which of the following form of industrial product?
Material and parts
Capital items
Supplies and services
None of the given options
Q.3
Which of the following are products and services bought by final consumers for personal consumption? These include convenience products, shopping products, specialty products, and unsought products.
Material and parts
Consumer products
Industrial products
Capital items
Q.4
Low Consumer involvement in purchase and little significant brand difference comes in which types of buying behaviors.
Complex buying behavior
Dissonance-reducing buying behavior
Habitual buying behaviors
Variety-seeking buying behaviors
Q.5
Distribution of product to get it in the marks refers to which of the following activities?
Selling Activities
Advertising activities
Promotion Activities
Place or distribution activities
Q.6
____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view.
Front of Planning
Service Blueprinting
Service standardization
None of these
Q.7
__________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
Servicespace
Servicescape
Serviceplace
Servicescope
Q.8
Which of the following is not generally accepted as being part of the extended marketing mix for services?
Product
Price
Process
Practice
Q.9
Which of the following is not an element of physical evidence?
Employee Dress
Employee Training
Equipment
Facility Design
Q.10
Top firms audit service performance by collecting _________ measurements to probe customer satisfiers and dissatisfies.
Customer satisfier
Customer complaint
Voice of the customer
Psychological
Q.11
Industrial products are
Purchased for personal consumption
Frequently purchased for both their functional aspects and their psychological rewards
Traditionally classified according to their characteristics and intended uses.
Not purchased by non-business organisations.
Q.12
A company designs the product with little or no input from customers, the company is practicing which of the following concept?
Product concept
Marketing concept
Selling concept
Production concept
Q.13
Services cannot be stored. This describes the ___________characteristic of services.
Intangibility
Variability
Inseparability
Inconsistency
Perishability
Q.14
Which one of the following is NOT an industrial product?
Oil to be refined into fuel for homes
Transistors used as components for portable radios
Paper, pens, and glue used in bank branch offices
Computer software to help people complete personal tax forms
Q.15
Sai Nath called several airlines to compare rates and chose a flight on British Midland as it had a better reputation for service and competitive prices. The airline ticket is an example of which type of product?
Convenience
Shopping
Specialty
Unsought
Q.16
___________ are the only service distributors which do not require direct human interactions.
Electronic channels
SST’s
Direct Service channels
Speculative channels
Q.17
In the absence of a physical product, service providers need to consider the use of __________ that enable customers to make a judgment on the service quality.
Intangible clues
Tangible clues
Blueprint
Performance measures
Q.18
A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is:
The service dashboard
The service quality gap model
The balanced scorecard
The information value model
Q.19
Text messaging is a type of which promotion strategy?
Personal selling
Sales promotion
Direct marketing
Public relations
Q.20
Which of the following is not an element of people?
Motivation
Teamwork
Flow of activities
Customer training
Q.21
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called –
Place Mix
Physical evidence mix
Process mix
People mix
Q.22
The services a customer expects are called the ______service package.
Expected
Augmented
Primary
Secondary
Perceived
Q.23
The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:
Intangibility
Inseparability
Variability
Perishability
Q.24
Added features to an offering are called _________ service features.
Expected
Augmented
Primary
Secondary
Perceived
Q.25
Which of the following 4Ps of marketing mix involves decisions regarding channels coverage, assortments, locations, inventories or transports?
Product
Price
Place
Promotion
Q.26
Examples of pure tangible goods include all of the following EXCEPT:
Soap
Tax preparation
Toothpaste
Salt
Q.27
__________describes the employee’s skills in serving the client.
Internal Marketing
External Marketing
Relationship marketing
Interactive marketing
Communication Marketing
Q.28
Large tools and machines used in a production process for a considerable length of time are classified as
Major equipment
Accessory equipment
Component parts
Raw materials
Consumable supplies.
Q.29
Consumer buying behavior refers to the buying behavior of businesses.
TRUE
FALSE
Q.30
A ____________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.
Service
Demand
Need
Physical object
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