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This set of Service Marketing Multiple Choice Questions & Answers (MCQs) focuses on Service Marketing Set 4

Q1 | Another word for complete segmentation is
  • Macro marketing
  • Micro marketing
  • Niche marketing
  • Mass marketing
Q2 | Micro marketing includes
  • Segment marketing and niche marketing
  • Mass marketing and demographic marketing
  • Local marketing and individual marketing
  • Individual marketing self marketing
Q3 | ………….. is any direct interaction between a service provider and customers
  • Service encounter
  • Service Gap
  • Service quality
  • Supplier Gap
Q4 | SERVQUAL model was developed and implemented by the ……………..
  • Valarie Zeithamal
  • A Parasuraman
  • Leonard Berry
  • All of these
Q5 | …………… is a diagram/ map that visualize a service offering accurately
  • Service blueprint
  • Service action
  • Service recovery
  • None of these
Q6 | Service blueprint first introduce by
  • Len Berry
  • Booms & Bitner
  • Philip kotler
  • G.Lynn shostack
Q7 | To introduce the new products to world of consumers is the main goal of ……………
  • Entertainment
  • Advertising
  • Boost the sales
  • Online marketing
Q8 | Advertisement is a type of ……………
  • Outdoor marketing
  • Indirect marketing
  • Share marketing
  • Relationship marketing
Q9 | The extended Ps of service marketing mix is
  • People, product, place
  • Price, physical evidence, promotion
  • Physical evidence, process, People
  • Product, process, physical environment
Q10 | What is the basic property of a service which makes it different from a product?
  • Shape
  • Size
  • Very expensive
  • Intangibility
Q11 | The solution to price competition is to develop a differentiated
  • Product, price and promotion
  • Offer, delivery & image
  • Package & label
  • International website
Q12 | Which of the following is a key building lasting relationship with consumers?
  • Price of the product
  • Need recognition
  • Customer satisfaction
  • Quality of product
Q13 | …………… are the services which are connected to the period to which the product are purchased fromthe seller
  • Tangible service
  • Intangible service
  • Professionalservice
  • None of these
Q14 | The term marketing refers to
  • New product concepts and improvement
  • Advertising and promotion activities
  • A philosophy that stresses customer values & satisfaction
  • Planning sales campaigns
Q15 | Which of the following takes place at retailers end?
  • Promotion
  • Placing
  • Pricing
  • Exchange
Q16 | If the customers views service as ……………. They care more about price than provider.
  • Heterogeneous
  • Homogeneous
  • Both A & B
  • None of the above
Q17 | Holistic marketing for services demands
  • External marketing
  • Internal marketing
  • Interactive marketing
  • All of the above
Q18 | ………….. Is about the normal work of creation, pricing, distribution, and promotion of service tocustomers.
  • External marketing
  • Internal marketing
  • Interactive marketing
  • All of the above
Q19 | ………….. is about motivating and training employees to serve customers well
  • External marketing
  • Internal marketing
  • Interactive marketing
  • All of the above
Q20 | The service-quality model identifies………….. gaps that result in unsuccessful delivery.
  • 4
  • 3
  • 5
  • 6
Q21 | As per service-quality model, the capacity to complete the promised service accuratelt and dependably is ……………
  • Responsiveness
  • Reliability
  • Assurance
  • Empathy
Q22 | As per service quality model, the willingness to assist customer and offer prompt service is ……………
  • Responsiveness
  • Reliability
  • Assurance
  • Empathy
Q23 | At customer service interface, company intends to manage a relationship with a customer through
  • Technology
  • People
  • Both a & b
  • None of the above
Q24 | Service firms can increase quality control by
  • Making investment in good hiring
  • Standardize the service performance process
  • Monitor customer satisfaction
  • All of the above
Q25 | Digital marketing is often referred to as ……………
  • Online marketing
  • Internet marketing
  • Web marketing
  • All of the above