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Q.1
Distinct characteristic of services is_____________
Intangibility
Inseparability
Variability
Perishability
Q.2
__________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value.
Total
Variable
Life cycle
Net
Out of pocket
Q.3
Successful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction.
Internal marketing
Service-profit chains
Interactive marketing
Service differentiation
Q.4
The marketing concept applies to production firms, but not to service industries.
TRUE
FALSE
Q.5
The marketing concept means that an organization aims the majority of its efforts at satisfying customers, at a profit.
TRUE
FALSE
Q.6
Often, the best way to improve customer value, and beat the competition, is to be first to satisfy a need that others have not even considered.
TRUE
FALSE
Q.7
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
Price of the service
Processes used in carrying out the service
Intangible outcomes e.g. the performance of an investment portfolio
Tangible outcomes
Q.8
The element of service quality which is defined as 'the knowledge and courtesy of employees and their ability to convey trust and confidence'
Tangibles
Reliability
Assurance
Empathy
Q.9
Attributes where consumers can evaluate only during or after the consumption process is known as
Credence qualities
Experience qualities
Search qualities
None of the above
Q.10
__________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
Physical evidence
Process
Place
People
Q.11
All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment.
Process
Physical environment
People
Place
Q.12
The intangibility of services has implications for the choice of _________.
Brand elements
Location
Price
Product features
Channels of distribution
Q.13
SSTS refers to __________.
Service Standards Testing
Self- Service Technologies
Standard Service Technologies
Self Service Treatments
Q.14
_____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
Hybrid offer
Core service
Augmented or ancillary product
Experience
Q.15
All of the following are examples of services EXCEPT:
Banking
Hotels and motels
Tax preparation
Computer software
Q.16
Services are typically produced and consumed simultaneously. This is an example of the ________ characteristic of services.
Intangibility
Variability
Inseparability
Simultaneously
Perishability
Q.17
If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
Double-up marketing
Internal marketing
Interactive marketing
Service marketing
Q.18
According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is:
Responsiveness
Reliability
Assurance
Empathy
Tangibles
Q.19
The extended marketing mix for services includes: People, Processes and _________.
Product
Place
Physical Evidence
Promotion
Q.20
It is more costly to retain current customers by satisfying their needs, than to get new customers by taking them away from a competitor.
TRUE
FALSE
Q.21
A dissonance-reducing buying behavior is designed to probe consumers’ hidden, subconscious motivations.
TRUE
FALSE
Q.22
Merchant wholesalers sell goods and services directly to final consumers for their personal, non business use.
TRUE
FALSE
Q.23
A service can be defined as “any activity or benefit that one party can offer another that is essentially intangible and that does not result in the ownership of anything.”
TRUE
FALSE
Q.24
Internal marketing is marketing by a service firm to train and effectively motivate its customer-contact employees and all the supporting service people to work as a team to provide customer satisfaction.
TRUE
FALSE
Q.25
The packaging concept states what the package should be or do for the product.
TRUE
FALSE
Q.26
Marketing Mix is the most visible part of the marketing strategy of an organization.
TRUE
FALSE
Q.27
Businesses spend most of their advertising expenses on business-to-business markets.
TRUE
FALSE
Q.28
Need becomes ________ when they are directed towards a specific object.
Actual need
Want
Satisfaction
Demand
Q.29
Products that are relatively inexpensive and are purchased frequently with minimal effort can be classified as ___________ products.
Shopping
Convenience
Industrial
Specialty
Unsought
Q.30
The _____ identifies the product or brand.
Container
Label
Advertisement
Warranty
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