10/24/2014 SERVICES MARKETING MULTIPLE CHOICE QUESTIONS WITH ANSWERS

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Services Marketing multiple choice questions with

answers
January 12, 2013 by Prof. Deepak Pore — 5 Comments

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

1. Which of the following is not a

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

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b. China AIMA MAT September 2014

c. Germany

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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10/24/2014 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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10/24/2014 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 contact, and the evidence of service from the customer’s point of

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10/24/2014 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

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10/24/2014 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 joint venture of Tata and …………….

a. Sony

b. Star

c. IBN

d. Zee

Answer: b

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Filed Under: Uncategorized Tagged With: Multiple Choice Questions, Service Marketing

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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10/24/2014 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

vasudeochepurwar@yahoo.com

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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