Service Marketing Set 4

Bachelor of Business Administration (BBA),

Master of Commerce (M.com)

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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.

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

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