Online MCQ Test Set 2
Flash Card Online MCQ Assignment test for amity, upes, smu, imt cdl and others university/institute distance learning program
QN1: Services are primarily–
a) Tangibles.
b) Intangibles.
c) Category of products.
d) None of these.
Answer
Answer: b) Intangibles.
QN2: From the Indian point of view ___% of GDP is from the service sector:
a) 50%
b) 61%
c) 71%
d) 41%
Answer
Answer: a) 50%
QN3: Intangibility, Inseparability, Perishability, Heterogeneity and Ownership are the–
a) Characteristics of services.
b) Characteristics of products.
c) Characteristics of the markets.
d) Characteristics of the consumers.
Answer
Answer: a) Characteristics of services.
QN4: Three additional elements in the services marketing-mix are–
a) Promotion, Place and People.
b) People, Process and Physical Evidence.
c) Price, Promotion and Physical Evidence.
d) None of the above.
Answer
Answer: b) People, Process and Physical Evidence.
QN5: For price determination of services, ___ factor plays a key role.
a) Inseparability factor.
b) Tangibility factor.
c) Perishability factor.
d) None of these.
Answer
Answer: c) Perishability factor.
QN6: In services ___ factors relate to the competition and its depth etc.:
a) Extrinsic factors.
b) Intrinsic factors.
c) Common factors.
d) None of the above.
Answer
Answer: a) Extrinsic factors.
QN7: ___ factors are attributes specific to the service –
a) Intrinsic factors.
b) Extrinsic factors.
c) Common factors.
d) None of the above.
Answer
Answer: a) Intrinsic factors.
QN8: The unpaid form of advertising which is derived by getting coverage as news or an editorial item is called–
a) Advertising.
b) Publicity.
c) Sales promotion.
d) Personal selling.
Answer
Answer: b) Publicity.
QN9: In services ___ kinds of physical evidences are there.
a) Three
b) Two
c) Four
d) Five
Answer
Answer: d) Five
QN10: The façade and exteriors, logo are the essential components of ___ evidence.
a) Peripheral evidence.
b) Essential evidence.
c) Normal evidence.
d) None of the above.
Answer
Answer: a) Peripheral evidence.
QN11: Service personnel are parts of–
a) People.
b) Process.
c) Physical evidence.
d) Product.
Answer
Answer: a) People.
QN12: ___ is capable of creating situations like, natural disasters, to which service firms must respond.
a) Technological environment.
b) Natural environment.
c) Physical environment.
d) None of the above.
Answer
Answer: b) Natural environment.
QN13: ___ is external to the marketing organization but is related to its marketing efforts.
a) Micro environment.
b) Macro environment.
c) Physical environment.
d) None of these.
Answer
Answer: b) Macro environment.
QN14: STP stands for–
a) Segmenting, Targeting and Profits.
b) Segmenting, Targeting and Positioning.
c) Sales, Targeting and Positioning.
d) None of the above.
Answer
Answer: b) Segmenting, Targeting and Positioning.
QN15: Perceived Service Quality is–
a) A customer’s judgment.
b) An organization’s judgment.
c) A market judgment.
d) None of the above.
Answer
Answer: a) A customer’s judgment.
QN16: Quality of the service has ___ different components.
a) Three
b) Four
c) Two
d) None
Answer
Answer: c) Two
QN17: ___gap represents the difference between the actual task completed and the customer’s perception of the service.
a) First
b) Second
c) Fifth
d) Fourth
Answer
Answer: a) First
QN18: In gap 4, the service delivery does not match up to the service provider’s ___.
a) Internal communication.
b) External communication.
c) Understanding.
d) None of these.
Answer
Answer: c) Understanding.
QN19: Desired and Adequate services are–
a) Customer expectations.
b) Organization expectations.
c) Competitor’s expectations.
d) None of the above.
Answer
Answer: a) Customer expectations.
QN20: ___ is the level of service the customer will accept.
a) Derived service
b) Adequate service
c) Common service
d) None of these
Answer
Answer: b) Adequate service
QN21: The extent to which customers are willing to accept variation in service performance is called–
a) Desired service
b) Adequate service
c) Zone of tolerance
d) None of the above
Answer
Answer: c) Zone of tolerance
QN22: ___ intensifiers are temporary individual factors that make a customer aware of the need of the service.
a) Transitory service.
b) Perceived service.
c) Total service.
d) None of the above.
Answer
Answer: b) Perceived service.
QN23: ___ is the level of service the customers believe they would get.
a) Transitory service.
b) Perceived service.
c) Total service.
d) None of the above.
Answer
Answer: c) Total service.
QN24: Personal and non-personal statements made by people other than those with the service provider to the customers about the quality of service are called–
a) Word of mouth communication.
b) Explicit service promise.
c) Implicit service promise.
d) None of these.
Answer
Answer: a) Word of mouth communication.
QN25: There are ___factors that influence customer perception.
a) Three.
b) Four.
c) Two.
d) Five.
Answer
Answer: c) Two.
QN26: ___ is also called moments of truth.
a) Service Encounters
b) Image
c) Evidence of service
d) Price
Answer
Answer: c) Evidence of service
QN27: There are ___ common themes of customer satisfaction/dissatisfaction.
a) Three.
b) Four.
c) Two.
d) None.
Answer
Answer: a) Three.
QN28: ___ is the response of employee to problem customers or uncooperative customers.
a) Coping.
b) Spontaneity.
c) Adaptability.
d) None of these.
Answer
Answer: c) Adaptability.
QN29: ___ encounters are a direct human contact.
a) Phone encounters.
b) Face to face encounters.
c) Remote encounters.
d) None of the above.
Answer
Answer: b) Face to face encounters.
QN30: Image is the ___ the firm has for the reaching effect and also influences the customer perception.
a) Recognition.
b) Reputation.
c) Reward.
d) None of the above.
Answer
Answer: b) Reputation.
QN31: There are ___ stages in the marketing research process for understanding customer expectations.
a) Five
b) Four
c) Three
d) Two
Answer
Answer: a) Five
QN32: ___ deals with developing a service measurement strategy.
a) Developing the research plan.
b) Defining the problem.
c) Collecting the information.
d) None of the above.
Answer
Answer: a) Developing the research plan.
QN33: CRM stands for–
a) Customer retainer ship management.
b) Customer relationship management.
c) Customer rewarding management.
d) None of the above.
Answer
Answer: b) Customer relationship management.
QN34: To be able to impact on the customer’s mind, services should be constantly maintaining ___ service standards.
a) Very low.
b) Very high.
c) Very poor.
d) None of the above.
Answer
Answer: b) Very high.
QN35: Telemarketing is an important component of–
a) Promotion-mix.
b) Marketing-mix.
c) Product-mix.
d) None of the above.
Answer
Answer: b) Marketing-mix.
QN36: ___ helps in activating the process of advertisement.
a) Rural marketing.
b) Telemarketing.
c) General marketing.
d) None of the above.
Answer
Answer: b) Telemarketing.
QN37: The services in hospitals are classified in three heads such as–
a) Line services, basic services and important services.
b) Line services, supportive services and auxiliary services.
c) Line services, auxiliary services and important services.
d) None of the above
Answer
Answer: c) Line services, auxiliary services and important services.
QN38: NAAC stands for–
a) National Assessment and Customers.
b) National Assessment and Accreditation Council.
c) National Awareness of Air Components.
d) None of the above.
Answer
Answer: b) National Assessment and Accreditation Council.
QN39: From the Hotel Marketing point of view, the definition given by Melvyn Greene concentrates on the ___ process.
a) Transformation
b) Marketing
c) Meeting
d) None of the above
Answer
Answer: b) Marketing
QN40: Services from an international perspective can be categorized into ___ clusters.
a) Four
b) Two
c) Three
d) One
Answer
Answer: c) Three
