MALAWI ASSEMBLIES OF GOD UNIVERSITY

FACULTY OF COMMERCE & MANAGEMENT

MARKETING OF SERVICES
COURSE CODE: MKT 3073
TIME: 45 Minutes (11:50-12:50)
FIRST QUIZ
______________________________________________________________________________

1. Pure tangible good and pure services are two extremes of

A. Market offering
B. Exchange of goods
C. Ownership
D. Logistic channels

2. Maintenance and business advisory services are included in

A. Business Services
B. Business Supplies
C. Industry Capital Items
D. Accessory Equipment

3. Services or products that customers buy immediately after noticing are classified as
__________.
A. Augmented product or services.
B. Convenience products and services.
C. Shopping goods or services.
D. Sought products or services.

4. Marketing services agencies include the following except__________.

A. Marketing consulting firms.
B. Media firms.
C. Marketing research firms.
D. Banks.

5. Pure tangible good and pure services are two extremes of ____________.
A. Market offering.
B. Exchange of goods.
C. Logistic channels.
D. Ownership.

6. K B J Enterprise employs people to clean fireplaces and chimneys in homes and

apartments. The firm is primarily the marketer of which one of the following?
A. An image.
B. A service.
C. A good.
D. An idea.

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 7. The promotion “P” of marketing is also known as ______________?
A. Product differentiation.
B. Distribution.
C. Marketing communication.
D. Cost.

8. Which of the following is the target audience for an advertising campaign?

A. Information base on which to develop the campaign.
B. Location and geographic distribution of persons.
C. Group of people toward whom the advertisements are directed.
D. Overall goal of the advertising campaign.

9. The maintenance contract offered by K B J Enteprise on its Kobaja refrigerators,

dishwashers and microwaves is an example of a(n)____________.
A. Service.
B. Benefit.
C. Experience.
D. Good.

10. Restaurants hire part-time employees to serve during peak periods to deal with the
___________ of their services.
A. Variability
B. Inseparability
C. Perishability
D. Intangibility
SECTION B: TRUE OR FALSE (5 MARKS)

11. Services Marketing refers to the marketing of services as against tangible products. T
12. An important feature of service is that ownership cannot be transferred as in case of
products. T
13. Franchising is the practice of using another firm's successful business model. T
14. The service product is a service that can be sold and that is performed within Customer
Service (for example, inspection of your car). T
15. Pricing regulates demand as price can increase or decrease the demand for a service. It is
the strongest of the four ‘Ps’ in the marketing mix. T

SECTION C: STRUCTURED QUESTIONS

16. Mention five differences between a product and a service? (5 Marks)

 Intangibility
 Inseparability
 Perishability

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  Variability
17. List three factors that differentiates a product and a service marketing mx (3 Marks)
 People
 Physical evidence
 Process
18. Define marketing (2 Marks)
 It’s a management process of identifying, anticipating and satisfying customer
needs profitably.