Service Marketing Set 4
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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