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Quiz 6
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Q.1
What are the five principle dimensions to judge service quality?
Reliability, responsiveness, assurance, empathy, tangibles
Reliability, response, assurance, empathy, tangibles
Reliability, responsiveness, assurance, empathy, targets
Reliability, responsiveness aspects, empathy, tangibles
Q.2
Consumer complaints tend to be:
instrumental and ostensive
instrumental and reflexive
non-instrumental and ostensive
non-instrumental and reflexive
Q.3
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
service recovery paradox
service recovery
critical incident
moment of truth
Q.4
The difference between which two expectation standards is the zone of tolerance?
Desired service, adequate service
Professional service, adequate service
Desired Service, optimal service
Desired service, advance service
Q.5
_________ is an attitude formed by a long-term, overall evaluation of a firm's performance.
Customer satisfaction
Negative disconfirmation
Positive disconfirmation
Service quality
Q.6
The collection of strategies and tactics firms use to scientifically manage demand for their products and services is known as
Customer profitability management
Cost of service delivery
Segmented pricing
Revenue management
Q.7
Which of the following statements pertaining to the SERVQUAL scale is correct?
SERVQUAL compares perceptions to what customers would normally expect
SERVQUAL is a 22-item scale
SERVQUAL consists of four service quality dimensions
SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services
Q.8
Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE?
tangibles
employee satisfaction
responsiveness
assurance
Q.9
When customer expectations regarding product quality, service quality, and value-based price are met or exceeded, _________ is created.
Customer satisfaction
Planning excellence
A quality rift
A value line
Q.10
What is the sequence of steps for the service recovery process?
Anticipating customer needs, acknowledging their feelings, Apologising and Owning the responsibility, Offering alternatives, making amends
Acknowledging their feelings, Apologising and Owning the responsibility , making amends, anticipating customer needs, offering alternatives
Acknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs
Acknowledging their feelings, offering alternatives, Apologising and owning the responsibility, making amends, anticipating customer needs
Q.11
__________ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed.
Multi-site expansion
Sub-contracting
Franchising
Company-owned expansion
Q.12
__________ are the only service distributors which o not require direct human interactions.
Electronic channels
SSTS
Direct service channels
Speculative channels
Q.13
The difference between desired service and the level of service considered adequate is known as
Service quality
Tolerance zone
GAP
SERQUAL
Q.14
Service failures involving problematic customer include _________.
uncooperative customers
breaking company policies
verbal and physical abuse
all of the above
Q.15
In a services context, distribution embraces all of the following elements EXCEPT ___________.
core services flow
product flow
information and promotion flow
negotiation flow
Q.16
How many type of price discriminations are there?
1
3
2
4
Q.17
The term 'marketing mix' describes:
A composite analysis of all environmental factors inside and outside the firm
A series of business decisions that aid in selling a product.
The relationship between firms’s marketing strengths and its business weaknesses.
A blending of strategic elements to satisfy specific target markets
Q.18
Which of the following is NOT included in product decisions?
Styling
Brand name
Warehousing
Packaging
Q.19
Which of the following takes place at retailer’s end?
Promotion
Placing
Pricing
Exchange
Q.20
Aggressive selling is a characteristic of which of the following concept of marketing?
Production concept
Marketing concept
Selling concept
Product concept
Q.21
Which of the following is a name, term, sign, symbol, design, or a combination of these, that identifies that maker or seller of a product or service?
Label
Co-brand
Brand
Product
Q.22
The consumer’s estimate of the product’s overall capacity to satisfy his or her needs is called:
Product Cost
Product Value
Product need
Product Satisfaction
Q.23
All of the following are the examples of unsought goods EXCEPT:
Course books
Encyclopedia
Funeral plots
Insurance policy
Unsought Goods
Q.24
A television advertisement showing the safety features of the Volvo 240 DL would be best classified as which of the following?
Product advertising
Pioneer advertising
Defensive advertising
Societal marketing
Q.25
Which of the following BEST describes the consumer’s preference for products that are widely available to them?
Production concept
Marketing concept
Selling concept
Product concept
Q.26
While considering the place for a product which of the following is important for customer.
Communication
Convenience
Cost
Solution
Q.27
Market –oriented firms focus on:
Retailers
Distributors
Customers
Wholesalers
Q.28
Buying and selling of mass consumer goods and services comes under which of the following markets?
Business markets
Global markets
Consumer markets
Government markets
Q.29
Which one of the following BEST describes the human need?
Food
French-fries
Burger
Pizza
Q.30
Which of the following firm’s emphasis on product’s benefits to the customers rather than on product attributes?
Product oriented
Market oriented
Sales oriented
Production oriented
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