Online MCQ Test Set 3
Flash Card Online MCQ Assignment test for amity, upes, smu, imt cdl and others university/institute distance learning program
QN1: The purchase of goods or services for use by an organization in producing other goods and services or to support the daily operations of the organization or for resale is called:
(A): wholesale marketing.
(B): business-to-business marketing
(C): corporate marketing
(D): distribution marketing
Answer
Answer: (B): business-to-business marketing
QN2: Which of the following is not a tangible dominant?
(A): Detergents
(B): Automobiles
(C): Investment Management
(D): Soft drinks
Answer
Answer: (C): Investment Management
QN3: Select name of the country having maximum percent of GDP attributed to services
(A): United States
(B): China
(C): Germany
(D): India
Answer
Answer: (A): United States
QN4: Which of the following is not an element of physical evidence?
(A): Employee dress
(B): Employee Training
(C): Equipment
(D): Facility design
Answer
Answer: (B): Employee Training
QN5: Which of the following is not an element of People?
(A): Motivation
(B): Teamwork
(C): Flow of activities
(D): Customer training
Answer
Answer: (C): Flow of activities
QN6: 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
Answer: (C): Process Mix
QN7: ___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
Answer: (A): Physical evidence
QN8: 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
Answer: (C): People
QN9: ___is the difference between customer expectations and perceptions.
(A): Customer Delight
(B): Customer Satisfaction
(C): Customer Gap
(D): The supplier Gap
Answer
Answer: (C): Customer Gap
QN10: Which of the following is difficult to evaluate?
(A): Jewellery
(B): Auto repair
(C): Furniture
(D): Clothing
Answer
Answer: (B): Auto repair
QN11: 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 1 and 2
Answer
Answer: (B): High in credence quality
QN12: ___is defined a the caring, individualized attention that the firm provides its customers.
(A): Empathy
(B): Responsiveness
(C): Sympathy
(D): Assurance
Answer
Answer: (A): Empathy
QN13: 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
Answer: (D): Check in Encounters
QN14: ___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
Answer
Answer: (B): Service Blueprinting
QN15: ___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
Answer: (B): Servicescape
QN16: “___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
Answer: (A): Service culture
QN17: SSTs stands for___
(A): Stable Service Technologies
(B): Social Service Technologies
(C): Smart Service Technologies
(D): Self Service Technologies
Answer
Answer: (D): Self Service Technologies
QN18: ___are the only service distributors which do not require direct human interactions.
(A): Electronic Channels
(B): SSTs
(C): Direct Service Channels
(D): Speculative channels
Answer
Answer: (A): Electronic Channels
QN19: 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 1 and 2
Answer
Answer: (B): Service Triangle
QN20: Intangibility, Perishability, Inseparability & Variability are the characteristics of
(A): Products
(B): Services
(C): Goods
(D): Both 1 and 2 We Also Provide SYNOPSIS AND PROJECT.
Answer
Answer: (B): Services
QN21: In the simplest terms, ___ are deeds, processes and performances.
(A): Attributes
(B): Experiences
(C): Services
(D): Goods
Answer
Answer: (C): Services
QN22: The maintenance contract offered by Sears on its Kenmore refrigerators, dishwashers and microwaves is an example of a(n)
(A): Service
(B): Experience
(C): Attribute
(D): Benefit
Answer
Answer: (A): Service
QN23: When Heather goes to the local gym, she has a personal trainer who helps make sure she is using the equipment correctly. The personal trainer is an example of
(A): Service
(B): Experience
(C): Attribute
(D): Benefit
Answer
Answer: (A): Service
QN24: Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding a
(A): Attributes
(B): Satisficers
(C): Services
(D): Goods
Answer
Answer: (C): Services
QN25: ___ is a key determinant of whether a product offering should be classified as a product or a service.
(A): Physicality
(B): Tangibility
(C): Perception
(D): Abstraction
Answer
Answer: (B): Tangibility
QN26: Which of the following is an intangible component of a car repair shop?
(A): Replacement parts
(B): Employee uniforms
(C): Barrel for storing recyclable motor oil
(D): The training the mechanic has received
Answer
Answer: (D): The training the mechanic has received
QN27: Which of the following is an example of a tangible component provided by a hotel?
(A): Wake-up call
(B): Guest rooms
(C): Room service
(D): Express check-out
Answer
Answer: (B): Guest rooms
QN28: Which of the following is NOT an example of a service business?
(A): Amusement park
(B): Hotel
(C): Soft drink bottler
(D): Department store
Answer
Answer: (C): Soft drink bottler
QN29: Which of the following trends has directly influenced the development of services marketing concepts and strategies?
(A): he decreasing importance of service industries to the U.S. and world economies
(B): The growth in information-based technology
(C): Decreased competition in professional services
(D): The fact that manufacturing firms are placing increased emphasis on providing services
Answer
Answer: (D): The fact that manufacturing firms are placing increased emphasis on providing services
QN30: On his way to work today, Terry saw a billboard for a physician’s group that specialized in vascular surgery. In his local newspaper there was a full-page ad for a medical clinic that performed similar surgery. Then in his mail, he got a brochure from y
(A): he increasing importance of service industries to the U.S. and world economies
(B): The increase of government regulation of professional service industries
(C): The growth in database marketing
(D): Increased competition in professional services
Answer
Answer: (D): Increased competition in professional services
QN31: Which of the following statements about services is true?
(A): A service economy produces services at the expense of other sectors
(B): The skills needed for managing services differ from those used for managing manufacturing businesses
(C): Service is a necessary evil for manufacturing firms
(D): None of these
Answer
Answer: (B): The skills needed for managing services differ from those used for managing manufacturing businesses
QN32: Without good mailing lists, businesses cannot engage in effective direct-marketing advertising. On average 20 percent of the U.S. population moves annually. Return Path is a company that provides changes of addresses to businesses. It takes a business’s
(A): The increasing importance of service industries to the U.S. and world economies
(B): The decrease of human interaction as a result of widespread use of technology-based services
(C): The growth in the use of technology-based services
(D): Increased competition in the direct-mail industry
Answer
Answer: (C): The growth in the use of technology-based services
QN33: Garrett and Hugh were having breakfast when they decided they wanted to have pizza and watch a video that night. Garrett turned on her computer, brought up the site of a local video store and ordered the movie Cold Mountain to be delivered to her doorstep
(A): The increasing importance of service industries to the U.S. and world economies
(B): The decrease of human interaction as a result of widespread use of technology-based services
(C): The growth in the use of technology-based services
(D): Increased competition in the entertainment industry
Answer
Answer: (C): The growth in the use of technology-based services
QN34: Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?
(A): Customer expectations are higher because of the excellent service they receive from some companies
(B): Even though it is to provide consistent, high-quality service, many companies do not want to do it
(C): Technology-based services, which are superior to human-based services, are not being implemented enough
(D): None of these
Answer
Answer: (A): Customer expectations are higher because of the excellent service they receive from some companies
QN35: Which of the following statements has been suggested as a plausible explanation for the customer perception that service quality is declining?
(A): Increasing use of technology is perceived by many customers as less service because there is no human interaction
(B): Companies provide unclear tactics for customers to follow when dealing with service providers
(C): Delivering consistent, high-quality service becomes routine
(D): Customers have no concept of what conditions produce to quality service
Answer
Answer: (A): Increasing use of technology is perceived by many customers as less service because there is no human interaction
QN36: Which of the following statements about how technology has positively influenced service is true?
(A): Technology provides vehicles for delivering existing services in more accessible, convenient, productive ways
(B): Technology facilitates basic customer service functions
(C): Technology facilitates transactions by offering a direct vehicle for making purchases
(D): All of the above statements about how technology has influenced service are true
Answer
Answer: (D): All of the above statements about how technology has influenced service are true
QN37: Which of the following statements describes how consumers and employees are responding to technology-based services?
(A): Services can readily calm fears that privacy may be sacrificed if technology is used
(B): An infusion of technology can lead to an increase in human interaction
(C): he payback for investments in technology is a certainty
(D): Employees are often reluctant to integrate technology into their work lives
Answer
Answer: (D): Employees are often reluctant to integrate technology into their work lives
QN38: The most basic and universally cited, difference between goods and services is:
(A): Perishability
(B): Intangibility
(C): Divisibility
(D): Compatibility
Answer
Answer: (B): Intangibility
QN39: On a recent visit to The Home Depot store, a sales associate greeted Gigi when she entered the store, helped her locate the items she needed to repair her gutters and suggested how she could prevent gutter problems in the future. The assistance provided b
(A): Perishability
(B): Intangibility
(C): Divisibility
(D): Compatibility
Answer
Answer: (B): Intangibility
QN40: Which of the following statements describes a marketing implication that results from the intangibility of services?
(A): Customers participate in and affect the transaction
(B): Service quality depends on many uncontrollable factors
(C): Services can be readily communicated
(D): Services cannot be inventoried
Answer
Answer: (D): Services cannot be inventoried
