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SERVICES MARKETING MULTIPLE CHOICE QUESTIONS WITH ANSWERS

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October 24, 2014

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Services Marketing multiple choice questions with answers January 12, 2013 by Prof. Deepak Pore —

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Services Marketing multiple choice questions with answers (Objective type questions for exam preparation) useful for Management (MBA, BBA), commerce, Marketing Specialization students and professionals.

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

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2. Select name of the country having maximum percent of GDP attributed to services

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c. d. India Answer: a 3. Which of the following is not an element of physical evidence? a. Employee dress b. Employee Training c. Equipment d. Facility design Answer: b 4. Which of the following is not an element of People?

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SERVICES MARKETING MULTIPLE CHOICE QUESTIONS WITH ANSWERS

a. Motivation b. Teamwork c. Flow of activities d. Customer training Answer: c 5. 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 Answer: c 6.………………..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 Answer: a 7. “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 Answer: c 8. ……………is the difference between customer expectations and perceptions. a. Customer Delight b. Customer Satisfaction

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SERVICES MARKETING MULTIPLE CHOICE QUESTIONS WITH ANSWERS

c. Customer Gap d. The supplier Gap Answer: c 9. Which of the following is difficult to evaluate? a. Jewellery b. Auto repair c. Furniture d. Clothing Answer: b 10. 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 Answer: b 11. …………..is defined a the caring, individualized attention that the firm provides its customers. a. Empathy b. Responsiveness c. Sympathy d. Assurance Answer: a 12. 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 Answer: d 13. ………………..is a tool for simultaneously depicting the service process, the points of customer , and the evidence of service from the customer’s point of http://www.indiaclass.com/services-marketing-multiple-choice-questions-with-answers/

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SERVICES MARKETING MULTIPLE CHOICE QUESTIONS WITH ANSWERS

view. a. Front end planning b. Service Blueprinting c. Service Standardization d. None of these Answer: b 14. …………………is the physical surroundings or the physical facility where the service is produced, delivered and consumed. a. Servicespace b. Servicescape c. Serviceplace d. Servicescope Answer: b 15. “…….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 Answer: a 16. SSTs stands for……. a. Stable Service Technologies b. Social Service Technologies c. Smart Service Technologies d. Self Service Technologies Answer: d 17. ……………are the only service distributors which do not require direct human interactions. a. Electronic Channels b. SSTs http://www.indiaclass.com/services-marketing-multiple-choice-questions-with-answers/

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SERVICES MARKETING MULTIPLE CHOICE QUESTIONS WITH ANSWERS

c. Direct Service Channels d. Speculative channels Answer: a 18. 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 19. Tata Sky is the t venture of Tata and ……………. a. Sony b. Star c. IBN d. Zee Answer: b

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Comments ujjal ray singha says November 3, 2013 at 8:46 pm

1.How many type of customer we get in the field? 2.which formula use a marketing executive to talk with a customer? 3.How many type of Jone we get in area? 4.How to manage or excite a guys? 5.What is low of average? 6.What is crosshek? 7.What type of greed we use to customer? Reply

Dr Moti Laldr says December 31, 2013 at 12:47 pm

I am surgeon doing mha from icfai cleard 5 papers but business strategy and s marketing mcq q are very tough sample papers are not available how I can get thanks

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SERVICES MARKETING MULTIPLE CHOICE QUESTIONS WITH ANSWERS

Reply

Vasudeo says April 9, 2014 at 11:00 pm

Hi, Do you have reference questioners of previous years. Could you share me on [email protected] Reply

amiri says June 18, 2014 at 4:22 pm

hi, Please send me marketing of service questions and solutions. Reply

Prof. Deepak Pore says June 18, 2014 at 11:07 pm

Questions sent to email. Please check. Reply

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