MCQ of Marketing of Service

Q.1 Which of the following is not a tangible dominant?

A. Detergents
B. Automobiles
C. Investment Management
D. Soft drinks
Q.2 Select name of the country having maximum percent of GDP attributed to services.
A. United States
C. China
C. Germany
D. India
Q.3 ______ is not an element of physical evidence.
A. Employee dress
B. Employee Training
C. Equipment
D. Facility design
Q.4 According to India Brand Equity Foundation, India’s average Gross Value Added (GVA) as
a % of total GVA for FY 2018 & FY 2019 is _______.
A. 40-45%
B. 50-55%
C. 60-65%
D. 70-75%
Q.5 ________ is not an element of People.
A. Motivation
B. Teamwork
C. Flow of activities
D. Customer training
Q.6 ________ is the difference between customer expectations and perceptions.
A. Customer Delight
B. Customer Satisfaction
C. Customer Gap
D. The supplier Gap
Q.7 SSTs stands for ______.
A. Stable Service Technologies
B. Social Service Technologies
C. Smart Service Technologies
D. Self Service Technologies
Q.8 Which of the following is difficult to evaluate?
A. Jewellery
B. Auto repair
C. Furniture
D. Clothing
Q9 Evaluation of Medical Diagnosis service is mainly depends on ________.
A. High in experience quality
B. High in credence quality
C. High in search quality
D. Both a and c
Q10 _________ can be characterized as pure service.
A. Teaching
B. Banking
C. Saloon
D. There’s no such thing like a pure service
Q.11 Intangibility, Perishability, Inseparability & Variability are the characteristics of _______.
A. Products
B. Services
C. Goods
D. Both a&b
Q.12 _______ is defined as the caring, individualized attention that the firm provides to its
customers.
A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance
Q.13 Charging customers different prices for essentially the same service is called _________.
A. Price discrimination
B. Price Determination
C. Price segmentation
D. Price Settlement
Q14 Which of the following is not a type of Service encounters?
A. Remote encounters
B. Phone encounters
C. Face to face encounters
D. Check in Encounters
Q15 Distinct characteristic of services is ____
A. Inseparability
B. Perishability
C. Intangibility
D. Variability
Q16 Service marketing is the same as ________.
A. Digital Marketing
B. Retail Marketing
C. Ambush Marketing
D. Relationship Marketing
Q17 _________ are the only service distributors which do not require direct human
interactions.
A. Electronic Channels
B. SSTs
C. Direct Service Channels
D. Speculative channels
Q18______is the main reason for difficulty in Services Marketing.
A. Separability
B. Intangibility
C. Availability
D. Demand Supply Gap
Q19 In Services Marketing, All of the following are examples of services except __________.
A. Insurance & Banking
B. Income Tax Filing
C. Salon
D. Computer Software
Q20 Total customer value consists of all of the following components except _____
A. Personal Value
B. Product Value
C. Service Value
D. Image Value
Q -21 Standardized and customized flow of activities, simple and complex number of steps
and customer involvement by which a service is delivered is called _______.
A. Place Mix
B. Physical Evidence Mix
C. Process Mix
D. People Mix
Q22- _____ is the environment in which the service is delivered and where the firm and
customer interact and any tangible components that facilitate performance or communication
of the service.
A. Physical evidence
B. Process
C. Place
D. People
Q23 “All human actors who play a part in service delivery and thus influence the buyer’s
perceptions: namely, the firm’s personnel, the customer and other customers in the service
environment.”
A. Process
B. Physical Environment
C. People
D. Place
Q24__________ is a tool for simultaneously depicting the service process, the points of
customer contact, and the evidence of service from the customer’s point of view.
A. Front end planning
B. Service Blueprinting
C. Service Standardization
D. None of these
Q25_________ is the physical surroundings or the physical facility where the service is
produced, delivered and consumed.
A. Servicespace
B. Servicescape
C. Serviceplace
D. Servicescope
Q26 _______ is the culture where an appreciation for good service exists and where giving
good service to internal as well as ultimate, external customers is considered a natural way of
life and one of the most important norms by everyone.
A. Service culture
B. Corporate culture
C. Service Triangle
D. Service Quality Dimensions
Q27 A triangle of Company, Customers, Employees, Internal Marketing, External Marketing
communications and Interactive marketing is known as…………..
A. Marketing Triangle
B. Service Triangle
C. Communication Triangle
D. Both a and b
Q28 Tata Sky is the joint venture of Tata and ________.
A. Sony
B. Star
C. IBN
D. Zee
Q29 _______is NOT accepted as being part of the extended marketing mix for services.
A. Promotion
B. Place
C. Product
D. Practice
Q30 “Every business is a service business” was quoted by______.
A. Peter Drucker
B. Kevin Keller
C. Philip Kotler
D. Michael Porter
Q 31 Services are characterized by all of the following characteristics except for________
A. Perishability
B. Homogeneity
C. Inseparability
D. Intangibility
Q32 ________is an example of intangible dominant.
A. Agriculture
B. Logistics
C. Teaching
D. Car Maintenance
Q33 Services that occur without interruption confusion or hassle to the customer is
called ______.
A. Seamless service
B. Digital Services
C. Marketing Myopia
D. Functional Services
Q34 The mental energy spent by customers to acquire service is referred to as _____.
A. Time Cost
B. Mental Cost
C. Energy cost
D. Acquisition Cost
Q35 The unique service characteristic that reflects the interconnection between the service
firm and its customer is called _______.
A. Intangibility
B. Inseparability
C. Perishability
D. Ubiquity
Q36 In addition to the traditional four Ps, the services marketing mix includes ________
A. Process, Physical Evidence & Purpose
B. People, Process & Physical Evidence
C. Product, People & Physical Environment
D. Public, Process and Practice
Q37 _____ is mainly deals with the inability to inventory services.
A. Intangibility
B. Perishability
C. Inseparability
D. Tranquility
Q38 Competitor intelligence should be gathered ______
A. Yearly
B. Decadely
C. Half Yearly
D. Continuously
Q39 Total customer value consists of _______
A. Product Value
B. Image Value
C. Serrvice Value
D. All of the above