QN1: Greater life expectancy lias resulted in an increase in income for
a) Hospitals
b) Banking
e) Entertainment Forms
d) None of these
Answer
Answer: b) Banking
QN2: Services can be primarily described in one word as
a) Activities
b) Benefits
c) Satisfaction
d) All the above
Answer
Answer: d) All the above.
QN3: One way to describe services is
a) Purely intangible
b) Partly intangible
c) Equal part tangible and intangible
d) None of these
Answer
Answer: a) Purely intangible
QN4: The most important factor influencing the price to be changed ultimately.
a) Structure of the Market
b) Price set by competition
c) Objectives of the firm
d) Life cycle stage of the service.
Answer
Answer: a) Structure of the Market
QN5: The most important reasons why customers rely on subjective impression rather than concrete evidence is
a) Intangible nature of services
b) Quality of service
c) Difficulty in evaluating the service
d) All the above
Answer
Answer: a) Intangible nature of services
QN6: Which of the following would you choose for promotion of service
a) Sales promotion and advertising and public relations
b) Personal selling and public relations and adventure
c) Publicity and advertising and sales promotion
d) Personal selling and sales promotions and advertising
Answer
Answer: a) Sales promotion and advertising and public relations
QN7: Which of there is not true
a) Personal selling involves and one to one relation with the customer
b) Personal selling is best suited for mass distributed consumer products
c) Presentation and packaging arc becoming important promotional tools
d) Al 1 the above
Answer
Answer: b) Personal selling is best suited for mass distributed consumer products
QN8: Which of the ways below would you choose for advertising services.
a) Radio
b) Direct mail
c) Newspaper
d) None of the above
Answer
Answer: c) Newspaper
QN9: The essential task which need not be performed in order to consummate successful exchange
a) Contact
b) Prospects
c) Promotion
d) None of these
Answer
Answer: d) None of these
QN10: Simply stated, services are
a) Deeds
b) Processes
e) Performances
d) All of the above
Answer
Answer: d) All of the above
QN11: Service provides added value as
a) Convenience
b) Timeliness
e) Comfort
d) All of the above
Answer
Answer: d) All of the above
QN12: Financial services do not include the following
a) Mutual funds
b) Tele-banking
c) Real estate
d) None of these
Answer
Answer: c) Real estate
QN13: The best career in health care for the working woman from a satisfaction perspectives is
a) General Practitioner
b) Physio Therapist
c) Ombudsman
d) Trainer
Answer
Answer: a) General Practitioner
QN14: The best example of technology bare service
a) Voice activated cell-phone
b) Teleconferencing
c) Fax machine
d) None of these
Answer
Answer: d) None of these
QN15: The resulting implication of intangibility of service is
a) Service cannot be patented
b) Price of service is difficulty
c) Services cannot be displayed or communicated
d) All the above
Answer
Answer: d) All the above
QN16: Perish ability in service refers to
a) Difficulty in synchronization of supply and demand
b) Service is not be the returned or resold
c) A and b above
d) None of them
Answer
Answer: b) Service is not be the returned or resold
QN17: The most important ‘P’ of the extended marketing mix for services is
a) People
b) Physical evidence
c) Perishability
d) None of the above
Answer
Answer: a) People
QN18: The historic sources of company superiority an
a) Technology
b) Innovation
c) Economics of scale
d) All of these
Answer
Answer: d) All of these
QN19: Under the GAPS analysis, the first provider GAP occurs because of
a) No direct interaction with customers
b) Unwillingness to ask about expectations
c) Non-preparedness in advertising them
d) All of these
Answer
Answer: b) Unwillingness to ask about expectations
QN20: Appropriate resource in service constitutes
(a) People
b) Technology
(c) Systems
d) All of these
Answer
Answer: (a) People
QN21: Not selecting the Report Services Design Standard is Gap No.
a) I
b)2
c)3
d)4
Answer
Answer: c)3
QN22: Broken promises in services mainly occur ducts
a) Over-promising in advertising or personal selling
b) Inadequate coordination between ops and marketing
c) Difference in policies and procedures across service outlets.
d) All of them
Answer
Answer: d) All of them
QN23: Customer perception of service is influenced by
a) Service quality
b) Customer satisfaction
c) A&B
d) None of these
Answer
Answer: c) A&B
QN24: Thc basic type of service encounters are
a) I
b) 3
c)5
d) none of these
Answer
Answer: b) 3
QN25: Dimensions of service quality are
a) Reliability
b) Empathy
c) Responsiveness
d) All of these
Answer
Answer: d) All of these
QN26: A fallout of not regimenting the market carefully is means that there would be a broad interpretation of
a) customer expectation
b) needs of requirements
c) none of these
d)a&b
Answer
Answer: d)a&b
QN27: Which of these is not true for service
a) Homogeneity
b) Separability
c) Tangibility
d) All of them
Answer
Answer: b) Separability
QN28: Which of them is true
a) Perishability
b) Customer participation
c) Ownership
d) All of them
Answer
Answer: a) Perishability
QN29: Services having a product package in the form of combinations of tangibles and intangibles are
a) Hospitals
b) Restaurants
c) Airlines
d) All the above
Answer
Answer: b) Restaurants
QN30: Which term is used to describe service pricing
a) Payment
b) Fee
c) Commission
d) Charges
Answer
Answer: d) Charges
QN31: The main pricing strategy followed is
a) Cost plus pricing
b) Market oriented pricing
c) Flexible pricing
d) Promotional pricing
Answer
Answer: b) Market oriented pricing
QN32: The service provided by advertising is
a) Informing
b) Convincing
e) Persuading
d) All of than
Answer
Answer: d) All of than
QN33: Which of these is true for personal selling
a) The person selling the service should develop a personal relation with the client
b) He must customise the service offering by showing that he is selling a service
c) He should use indirect selling techniques
d) None of the above
Answer
Answer: a) The person selling the service should develop a personal relation with the client
QN34: Which of them is not true for advertising
a) Advertising should not affect the contact personnel
b) It should provide tangible clues to the customers
e) It should make the service offering early understood
d) This should not lead to misconceptions about the service offering
Answer
Answer: d) This should not lead to misconceptions about the service offering
QN35: The key decision to be taken regarding location of services is
a) Customer’s needs
b) Importance of geography location as part of service
c) Service inseparability
d) All the above
Answer
Answer: d) All the above
QN36: The key factor for direct distribution includes
a) Customer needs
b) Location of service point
c) A&B
d) None of them
Answer
Answer: c) A&B
QN37: What is the importance of retaining customers in services
a) You don’t have to look for new customers at all
b) They are with you when the reason is lean
c) It helps in bringing more business
d) All the above
Answer
Answer: d) All the above
QN38: In how many ways do employees and customers respond to their physical surrounding
a) Cognilivcly
b) Emotionally
e) Physiologically
d) All the above
Answer
Answer: d) All the above
QN39: How can customer behaviour in service production and delivery situation be facilitated
a) Customer understand their roles and how they are expected to perform
b) Customers are able to perform as expected
c) There are valued rewards for performing as expected
d) None of these
Answer
Answer: c) There are valued rewards for performing as expected
QN40: Which is correct for the people involved delivering service.
a) The service principal is the emit) that creates the service concept
b) The service deliverer is the entity that interacts with the customer in the actual execution of the. service
c) Both are correct
d) Both are wrong
Answer
Answer: d) Both are wrong
