Service Marketing Set 3

Bachelor of Business Administration (BBA),

Master of Commerce (M.com)

Practice Mode Previous Next
On This Page

This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 3

Q1 | A ……………. Is a form of product that consist of activities, benefits or satisfaction offered for salethat are essentially intangible and do not result in ownership of anything?
  • Goods
  • Needs
  • Wants
  • Services
Answer: Services
Q2 | ………… describes the employees skill in serving the client
  • Internal marketing
  • External marketing
  • Communicating
  • Service marketing
Answer: External marketing
Q3 | Which of the following is not generally accepted as being part of the extended marketing mix forservice?
  • Product
  • Price
  • Practice
  • place
Answer: Practice
Q4 | In the service system, customers may specify their needs and expectations to the service provider, suchexpectations are called ……………?
  • Feed back
  • Feed forward
  • Both A&B
  • None of these
Answer: Feed forward
Q5 | Which of the following is not an element of physical evidence ?
  • Motivation
  • Team work
  • Customer training
  • Flow of activities
Answer: Flow of activities
Q6 | Added features to an offering are called …………… service features?
  • Perceived
  • Primary
  • Secondary
  • Expected
Answer: Secondary
Q7 | The service a customer expects are called …………… service package?
  • Perceived
  • Primary
  • Secondary
  • Expected
Answer: Primary
Q8 | …………… is the physical surroundings or the physical facility where the service is produced,delivered and consumed
  • Service space
  • Service place
  • Service escape
  • Service scope
Answer: Service escape
Q9 | Servicescape model is developed by ……………
  • Booms & Bitner
  • A parasuraman
  • Len Berry
  • Philp kotler
Answer: Booms & Bitner
Q10 | Service marketing emerged as a separate field of study in the ……………
  • Early 2000’s
  • Early 1990’s
  • Early 1980’s
  • None of these
Answer: Early 1980’s
Q11 | Who created the PESTL framework?
  • Booms & Bitner
  • Philip kotler
  • Francis Aguilar
  • Len Berry
Answer: Francis Aguilar
Q12 | ………….. between what was expected and what is perceived
  • Service gap
  • Supplier gap
  • Customer gap
  • Customer satisfaction
Answer: Service gap
Q13 | Which is the largest outsourcing country in the world?
  • China
  • USA
  • Germany
  • India
Answer: India
Q14 | Which of the following laws requires that employers offer continuation of health care insurance after aperson leave employment?
  • COBRA
  • ERISA
  • HIPAA
  • State insurance statute
Answer: COBRA
Q15 | A person injured in a motor vehicle accident will have health care expenses paid by
  • Social insurance programs
  • Auto insurance
  • Employment-based insurance
  • Works compensation insurance
Answer: Auto insurance
Q16 | Successfulservice companies focus their attention on both their customer and their employees. Theyunderstand ……………, which links service firm profits with employee and customer satisfaction.
  • Internal marketing
  • Service profit chains
  • Interactive marketing
  • Service marketing
Answer: Service profit chains
Q17 | In the absence of a physical product, service providers needs to consider the use of …………… thatenable customers to make a judgment on the service quality.
  • Tangible clues
  • Intangible clues
  • Blue print
  • Performance measure
Answer: Tangible clues
Q18 | Internal marketing deals with
  • Marketing the products to employees
  • Marketing the in the local market
  • Marketing the products inside the country
  • Identifying and taking care of employees needs & wants
Answer: Identifying and taking care of employees needs & wants
Q19 | In order to improve the process and performance of the company towards the customers, they shouldtry to
  • Modernize the building
  • Modernize the product
  • Reduce the waiting time by adopting the reservation system
  • Asking customers to come another time
Answer: Reduce the waiting time by adopting the reservation system
Q20 | Managing the peak demand becomes difficult due to …………... nature
  • Intangibility
  • Perishability
  • Inseparable
  • Heterogeneous
Answer: Perishability
Q21 | Which financial institution regulates the insurance products in India?
  • IRDA
  • IDRA
  • IRAD
  • IADR
Answer: IRDA
Q22 | In effective target, marketers should focus on
  • Market segmentation
  • Market targeting
  • Marketing positioning
  • All the above
Answer: Marketing positioning
Q23 | The companies that targets market very narrowly is called
  • Mass marketing
  • Segmented marketing
  • Niche marketing
  • Micro marketing
Answer: Micro marketing
Q24 | Branding is concerned with …………… component of four ‘P’.
  • Promotion
  • Product
  • Place
  • Price
Answer: Product
Q25 | ………….. is the process of evaluating each market segment’s attractiveness and selecting one moresegment to enter
  • Mass marketing
  • Market segmentation
  • Market targeting
  • Market positioning
Answer: Market targeting
Previous Next