Dr.G.R.

Damodaran College of Science

(Autonomous, affiliated to the Bharathiar University, recognized by the UGC)Re-
accredited at the 'A' Grade Level by the NAAC and ISO 9001:2008 Certified
CRISL rated 'A' (TN) for MBA and MIB Programmes

III BBA [2017 - 2020]

Semester VI
Elective - SERVICES MARKETING - 616V1
Multiple Choice Questions.

1. "Every business is a service business"- Who quoted this sentence?

A. Philip Kotler
B. Gary Hamel
C. Ravi Shankar
D. Ramaswamy & Namakumari
ANSWER: A

2. Which of the following products is an example of intangible dominant?

A. Insurance
B. Farming.
C. Mining.
D. Teaching
ANSWER: D

3. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
A. The demand for services tends to be more elastic than the demand for goods
B. Cost-oriented pricing is more difficult for services.
C. Comparing prices of competitors is more difficult for service consumers
D. Consumers are less able to stockpile services by taking advantage of discount prices
ANSWER: B

4. Charging customers different prices for essentially the same service is called
A. Price discrimination
B. Supply and demand.
C. Complementary
D. Substitutes.
ANSWER: A

5. Which of the following is not generally accepted as being part of the extended marketing mix for services?
A. Product
B. Price
C. Process
D. Practice
ANSWER: D

6. A buyer's perception of value is considered a tradeoff between

A. Product value and psychic cost.
B. Total customer value and total customer cost
C. Image value and energy cost
D. Service value and monetary cost.
 ANSWER: D

7. Services are characterized by all of the following characteristics except for

A. Intangibility.
B. Homogeneity
C. Perishability.
D. Inseparability
ANSWER: B

8. Which of these statement can be considered as false.

A. Services cannot be touched or seen in the same manner as goods
B. Consumer judgments about services tend to be more subjective than objective
C. Customers involvement affects service quality
D. Services are first produced, then sold, then consumed.
ANSWER: D

9. Of the four unique service characteristics that distinguish goods from services, the one that is the primary
source of the other three characteristics is:
A. Intangibility
B. Inseparability.
C. Perishability.
D. Heterogeneity.
ANSWER: A

10. Services that occur without interruption, confusion, or hassle to the customer is called
A. Seamless service
B. Service audit.
C. Functional service
D. Departmental service
ANSWER: A

11. The mental energy spent by customers to acquire service is referred to as _____.
A. Image costs
B. Monetary price.
C. Energy costs
D. Psychic costs.
ANSWER: C

12. The unique service characteristic that reflects the interconnection between the service firm and its
customer is called
A. Intangibility
B. Inseparability
C. Homogeneity
D. Perishability.
ANSWER: B

13. Which of the following is NOT one of the service encounter themes?
A. Spontaneity
B. Adaptability
C. Responsiveness
D. Recovery
ANSWER: C

14. Which of the following statements pertain to inseparability is false?

 A. As customer contact increases, the efficiency of the firm decreases.
B. Customers can affect the type of service desired
C. Customers can affect the length of the service transaction.
D. Customers can affect the cycle of demand
ANSWER: A

15. In addition to the traditional four Ps, the services marketing mix includes people, physical evidence, and:
A. Inseparability.
B. Planning
C. Production
D. Process
ANSWER: D

16. Distinct characteristic of services is_____________

A. Intangibility
B. Inseparability
C. Variability
D. Perishability
ANSWER: A

17. The unique service characteristic that deals specifically with the inability to inventory services is
A. Inseparability
B. Intangibility
C. Homogeneity
D. Perishability
ANSWER: D

18. Which of the following strategies increases the supply of service available to consumers?
A. The use of creative pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services
ANSWER: B

19. Customer satisfaction can be defined by comparing

A. Predicted service and perceived service
B. Predicted service and desired service
C. Desired service and perceived service
D. Adequate service and perceived service
ANSWER: C

20. The demand strategy in which service providers utilize their downtime by marketing to different segments
with different demand patterns is associated with which of the following?
A. The use of creative pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services.
ANSWER: C

21. The __________ dimension is an assessment of the firm's consistency and dependability in service
performance
A. Empathy.
B. Responsiveness.
C. Assurance
 D. Reliability.
ANSWER: D

22. Which of the following would not be considered a tangible clue?

A. The appearance of employees
B. The appearance of the firm's physical facilities
C. The smile on an employee's face
D. The quality of instruction in an educational setting.
ANSWER: D

23. Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the
size of this gap is known as ____________.
A. Knowledge gap.
B. Standards gap
C. Delivery gap.
D. Communications gap
ANSWER: C

24. Fixing a right price for services offered is difficult because of .................
A. perishability.
B. heterogeneity.
C. inseparability.
D. intangibility.
ANSWER: D

25. The world's largest industry in the private sector and highest projected generator of jobs is______
A. The hospitality industry
B. Health services
C. Professional services.
D. Business services
ANSWER: D

26. Focusing the firms marketing efforts toward the existing customer base is called
A. Excellent customer service
B. Conquest retention
C. Customer retention
D. Courteous retention
ANSWER: C

27. Which of the following is an example of a common research objective in services?

A. to monitor changing customer expectations in an industry
B. to discover customer requirements or expectations for a service
C. to assess gaps between customer expectations and perceptions
D. all the above
ANSWER: D

28. The consumer decision process consists of

A. Stimulus, problem awareness, and purchase stages
B. Pre-purchase, consumption, and post-purchase stages
C. Problem awareness, evaluation of alternatives, and post-purchase behavior
D. Stimulus, information search, and post-purchase behavior
ANSWER: B

29. ____ involves identifying the benefits and attributes that customers expect in a service.
 A. Future expectations research
B. Requirements research
C. Lost customer research
D. Process checkpoint evaluations
ANSWER: B

30. Service consumers tend to be more brand loyal than goods consumers because
A. More choices are available
B. Brand loyalty lowers the amount of perceived risk
C. Each service provider provides many brands
D. Location of the provider is the major driver in the consumer selection process
ANSWER: B

31. Competitor intelligence should be gathered

A. Once a year.
B. Twice a year.
C. Continuously
D. When competition is more.
ANSWER: C

32. Which of the following is not a benefit of customer satisfaction?

A. The firm is more insulated from price competition.
B. The firm provides a positive work environment for its employees
C. Positive word-of-mouth is generated from satisfied customers
D. Satisfied customers make purchases more frequently
ANSWER: B

33. The service industry has several emerging trends that organisations need to be aware of. Which of these
should organisations keep a look out for?
A. New competitors entering the marketplace
B. Advances in the internet
C. Heightened customer expectations
D. Advances in e-commerce.
ANSWER: A

34. Andrea wants to be a dog groomer. She has enrolled in a training academy operated by Petsmart to learn
how dogs should be handled during grooming. The moment Andrea attended the indoctrination class at the
training academy was an example of an
A. service inquiry
B. service path crossing
C. service blueprint
D. service encounter
ANSWER: D

35. Customers ultimately determine the services by.................

A. The type of competitors.
B. The levels of marketing effectiveness and operational efficiency
C. The cycle of fluctuations
D. The price of the competitors.
ANSWER: B

36. During a service recovery effort, the employee promptly refunded the customers money, but threw the
money at the customer. As a result, the recovery effort violated the customers ___________ justice need
A. Interactional
 B. Ethical.
C. Social.
D. Procedural
ANSWER: C

37. Soft technologies refer to

A. Flexible rules that can be bent to meet customer needs.
B. The personal touches that ultimately lead to customer satisfaction.
C. Guidelines that permit employee empowerment
D. Hardware that facilitates the production of a standardized
ANSWER: B

38. The __________ is calculated by dividing the activity time by the number of locations at which the
activity is performed.
A. Service cost per meal
B. Maximum output per hour
C. Process time.
D. Activity time.
ANSWER: C

39. Which of the following is not a step in the construction process of a service blueprint?
A. Obtaining scripts from both customers and employees
B. Segmenting customers based on the content of the script.
C. Identify steps in the process where the system can go awry.
D. Calculating the time frame for service execution.
ANSWER: C

40. A volume-oriented positioning strategy is achieved by

A. Reducing divergence.
B. Increasing complexity
C. Reducing complexity.
D. Increasing divergence
ANSWER: D

41. A buyers perception of value is considered a tradeoff between

A. Product value and psychic cost
B. Total customer value and total customer cost.
C. Image value and energy cost
D. Service value and monetary cost.
ANSWER: D

42. Total customer value consists of all of the following components except
A. Product value.
B. Service value.
C. Image value
D. Personnel value.
ANSWER: D

43. H &R Block prepares income tax forms for its customers. Because many people avoid doing their taxes
until the last minute, H&R Block offices are busiest during the six-week period prior to April 15th. The
company instituted a sales promotion which awarded customers who had their taxes prepared early the
opportunity to win double the amount of their tax refund. This strategy is to deal with the _____ nature of
services.
A. standardize
 B. perishable
C. heterogeneous
D. tangible
ANSWER: B

44. Which of the following statements about the pricing of services (compared to the pricing of goods) is
false?
A. The demand for services tends to be more elastic than the demand for goods
B. Cost-oriented pricing is more difficult for services
C. Comparing prices of competitors is more difficult for service consumers.
D. Self-service is a viable competitive alternative.
ANSWER: D

45. __________ is a firms view toward planning its operations according to market needs
A. Marketing orientation
B. Marketing functions.
C. Marketing department.
D. Marketing forecast.
ANSWER: A

46. Which of the following is not a criteria for effective price discrimination?
A. The segments should be identifiable, and a mechanism must exist to price them differently.
B. Different groups of consumers should have similar responses to price.
C. Segments should be large enough to be profitable
D. Incremental revenues should exceed incremental costs.
ANSWER: B

47. Service firms often find themselves in a three-cornered fight between

A. Engineering, production, and accounting
B. Marketing, finance, and human resources
C. Operations, accounting, and marketing.
D. Human resources, marketing and operations
ANSWER: D

48. Customer frustration resulting from receiving poor service is most similar to
A. Image costs.
B. Monetary price
C. Energy costs.
D. Psychic costs.
ANSWER: D

49. Among many services, the demand for medical services tends to be __________.
A. Inelastic.
B. Elastic.
C. Substitute demand
D. Price cross elastic demand
ANSWER: A

50. Which of the following is not an element of people?

A. Motivation
B. Teamwork
C. Flow of activities
D. Customer training
ANSWER: C
51. The extent to which customers recognize and are willing to accept variations in service performance in
called the
A. provider gap
B. zone of tolerance
C. customer gap
D. service paradigm
ANSWER: B

52. The ______ is a useful framework for describing and analyzing service performances.
A. Black Box
B. metaphor of a theater
C. iceberg principle
D. three-dimensional matrix
ANSWER: B

53. Technique that allows consumers to either buy Service A and Service B together on purchase one service
separately is called
A. Long-term bundling
B. Mixed bundling
C. Price bundling.
D. Product bundling
ANSWER: C

54. Which pricing strategies encourage the customer to expand his/her dealings with the service provider?
A. Relationship pricing
B. Price bundling.
C. Benefit-driven pricing.
D. Efficiency pricing.
ANSWER: A

55. Studies suggest that price is more likely to be used as a cue to quality under the following conditions?
A. When alternatives are of bad products
B. When company new to the market
C. When price is the primary differential information available
D. When customer do not have knowledge
ANSWER: C

56. The primary role of a service firms for customer in communication mix is to ......
A. Confuse customers.
B. Inform and remind customers
C. Oppose the competitor s claim
D. Persuade the dealers.
ANSWER: B

57. The plan for differentiating the firm from its competitors in consumers eyes is referred to as the firms
A. Communication mix
B. Positioning strategy.
C. Publicity.
D. Target marketing
ANSWER: B

58. Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of
A. Product differentiation
 B. Personnel differentiation
C. Image differentiation
D. Service differentiation.
ANSWER: B

59. The appropriate communication content during the introduction stage of the product life cycle would be
A. Informational.
B. Informational and persuasive
C. Persuasive.
D. Persuasive and reminder.
ANSWER: B

60. In terms of the levels of relationship strategies, the first level is:
A. Customization bonds
B. Financial bonds
C. Structural bonds
D. Social bonds
ANSWER: B

61. Which one of the following communication approaches would be appropriate during the growth and
maturity stages of the product life cycle?
A. Informational.
B. Informational and persuasive
C. Persuasive.
D. Persuasive and reminder
ANSWER: D

62. The primary objective of a firms communication mix during the pre-consumption choice stage is to
A. sell the product
B. Minimize the perceived risk associated with the purchase
C. Encourage repeat purchases
D. Persuasively convince customers why the firms brand is superior to the competitors
ANSWER: D

63. The perceived consequences of a consumer s purchase decision are

A. Financial, social and performance
B. Social, ethical and performance.
C. Performance, social and ethical.
D. Ethical, social and psychological
ANSWER: A

64. Tangible clues are more important when services are

A. Highly perishable.
B. Tangible dominant.
C. Intangible dominant
D. Heterogeneous
ANSWER: C

65. Which of the following communication objectives becomes the most important during the post-
consumption evaluation stage
A. Informing customers
B. Managing customer expectations.
C. Reducing consumer perceived risk
D. Persuading customers
 ANSWER: C

66. Branding of services becomes difficult ,because they are ___________

A. Intangible.
B. Heterogeneous.
C. Perishable.
D. Inseperable.
ANSWER: A

67. Word-of-Mouth communication networks are particularly important for service firms because
A. Service customers tend to rely more on personal than non-personal source of information
B. Service firms only offer one brand of service.
C. Service firms can seldom afford to pay for promotional efforts.
D. Service customers tend to rely more on non-personal than personal sources of information
ANSWER: A

68. The suggested communication strategy to use when the product is intangible dominant is to
A. Create an intangible image for the product.
B. Create awareness for the product
C. Surround the product with tangible evidence.
D. Make sure the product is in the evoked set of
ANSWER: C

69. . __________ is an overall favorable impression or unfavorable impression based on early stages of the
service encounter.
A. Cognitive dissonance.
B. Environmental stimulus
C. Visual pathway.
D. Halo effect.
ANSWER: D

70. The advantage that the E-marketing communications carries is ............

A. Reaching a widely dispersed audience.
B. Being cost effective.
C. Being personalized.
D. More customer satisfaction.
ANSWER: A

71. A disadvantage of e-marketing is

A. High cost.
B. Low reach.
C. Loss of personal contact
D. Less satisfaction.
ANSWER: C

72. Which of the following is not a component of a service firms physical evidence?
A. Parking.
B. Employee appearance
C. Billing statements.
D. In-house process equipment .
ANSWER: D

73. One of the advantages of requiring employees to wear uniforms is that it reduces the customers perception
of __________.
 A. Intangibility.
B. Inseparability.
C. Heterogeneity.
D. Socialization.
ANSWER: C

74. which of the following is not an advantage of requiring employees to wear uniforms?
A. Identifies the firms personnel
B. Provides price expectations to customers.
C. Implies a coherent group structure
D. Provides a physical symbol that embodies the groups ideals and attribute
ANSWER: B

75. __________ is the study of the use of physical evidence to create service environments and its influence
on the perceptions and behaviors of individuals
A. Ergonomics
B. Environmental psychology.
C. Physics
D. Physical sociology
ANSWER: B

76. Internal marketing deals with

A. Marketing the products to employees
B. Marketing the products in local market
C. Marketing the products in side the country
D. Identifying and taking care of employees need and wants
ANSWER: D

77. What is mean by interactive marketing?

A. Marketing by interacting with employees.
B. Marketing by interacting with dealers
C. Marketing done by interacting between employees and customers
D. Marketing by interacting with top management.
ANSWER: C

78. Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors.
Consumer approach behavior is defined as
A. A desire to stay in the market.
B. A desire to explore many products
C. A desire to communicate with society
D. Feelings of satisfaction.
ANSWER: B

79. In order to improve the process and performance of the company towards the customers they should try to
.......
A. Modernize the building.
B. Modernize the product.
C. Reduce the waiting time by adopting reservation system.
D. Asking the customers to come another time.
ANSWER: C

80. When developing servicescapes, firms recognize that their physical environment will affect employees and
customers. This is primarily due to
A. Reflect the quality at all spheres
 B. Intangibility.
C. Heterogeneity.
D. Perishability.
ANSWER: A

81. Consumers who seek convenience over price and personal attention are
A. Economic customers
B. Personalized customers
C. Apathetic customers.
D. Ethical customers.
ANSWER: B

82. Which of the following is NOT an example of an ambient condition in a retail environment?
A. Music.
B. Signs.
C. Scents
D. Lighting.
ANSWER: A

83. Ambient conditions will have the least effect on customer behavior in which of the following service
scapes?
A. A bakery shop
B. An air-conditioned hotel.
C. An open five-story parking garage
D. Bookstore with an in-store coffee cart.
ANSWER: C

84. In a(n) _______ environment, the service employees are physically present while customers are involved
in the service production process at an arm s length.
A. Self-service.
B. Vertical service
C. Remote service
D. Saleable service
ANSWER: A

85. __________ is the customers composite of mental images of the service firms physical facilities.
A. Internal response moderators
B. Perceived servicescape.
C. Cognitive response
D. Emotional response.
ANSWER: B

86. Total customer value consists of all of the following components except
A. Product value
B. Personal value.
C. Image value
D. Time value.
ANSWER: B

87. The emotional states of pleasure-displeasure, arousal-nonarousal, and dominance-submissiveness are types
of __________
A. Internal response moderators
B. The holistic environment.
C. Individual behaviors.
 D. Social interactions
ANSWER: C

88. Doing promotional activity is difficult in marketing of which of the following services.
A. Leisure service industry
B. Education industry.
C. NGO.
D. Public sector.
ANSWER: C

89. Consumer moods and attitudes are types of

A. Physiological customer responses
B. Emotional customer responses
C. Individual approach behaviors
D. Internal response moderators
ANSWER: B

90. Consumer feelings of pain, comfort, and physical fit are types of
A. Physiological customer responses
B. Emotional customer responses
C. Individual approach behaviors
D. Cognitive customer responses.
ANSWER: D

91. The three primary visual stimuli that appeal to consumers on a basic level are
A. Harmony, contrast, and clash.
B. Size, shape, and color.
C. Blue, yellow, and green.
D. Red, blue, and green.
ANSWER: B

92. To manage demand and supply , the company can

A. Ask the customers to wait in peak demand
B. Adopt reservation systems to balance the demand
C. Divert to competitors.
D. Deliver substitute products to customers.
ANSWER: B

93. Which of the following statements pertaining to colors is false?

A. Warm colors are perceived as aloof or formal.
B. Children appear to favor brighter colors.
C. Adults tend to favor softer tones.
D. Dark colors make large empty spaces look smaller.
ANSWER: D

94. Which of the following statements pertaining to the location of the firm is false?
A. Location decisions should consider the amount of customer involvement necessary to provide the
service.
B. Low contact firms should consider moving sites that are closer to sources of supply, transportation and
labor.
C. The actual location of high-contact services should be a close to the street as possible.
D. The firm's facility should be compatible with its surrounding environment.
ANSWER: D
95. Managing the peak demand becomes difficult due to______________nature.
A. Intangibility.
B. Perishability.
C. Inseperable.
D. Heterogenous.
ANSWER: B

96. Service industry has grown many folds due to _________

A. less growth in other sectors.
B. more growth in all sectors
C. more affluence of customers
D. effective marketing strategies of service marketers
ANSWER: C

97. Growth in leisure and entertainment services due to ________

A. more surplus money left with customers
B. interest that people want to spent leisure time fruitfully
C. more support from government to invest in such industry.
D. growth of other sectors contributed for this growth
ANSWER: A

98. Which of the following statements is not true?

A. Combinations of warm and cool colors can create relaxing, yet stimulating atmospheres.
B. Lighter hues are popular for fixtures.
C. Darker hues are used for attention grabbers.
D. Colour does not influence the consumer spirits
ANSWER: D

99. __________ encourage quick decisions and work best for businesses where low-involvement purchase
decisions are made.
A. Response moderators.
B. Scent appeals.
C. Warm colors.
D. Sound appeals
ANSWER: A

100. Positioning map in services will helps to .....

A. Identify the position of the company in the world map.
B. Identify the position of the company in the industry map.
C. Identify the position of the company in the local map.
D. Know how brand is perceived by customers among other players in the market.
ANSWER: D

101. Word-of-Mouth communication networks are particularly important for service firms because
A. Service customers tend to rely more on personal than non-personal source of information.
B. Service firms do not believe in promotional efforts..
C. Service firms can seldom afford to pay for promotional expenditures.
D. Service customers tend to rely more on non-personal than personal sources of information.
ANSWER: A

102. Initially, bank counter staff were uncomfortable with their new task of selling services to customers.
They viewed themselves as bank counter staff and not salespersons. This is an example of which type of
conflict?
A. Channel conflict.
 B. Organization/client conflict
C. Person/role conflict.
D. Inter-client conflict.
ANSWER: C

103. As part of internal marketing strategy , company takes up

A. Performance appraisal.
B. Training the employees.
C. Assigning more responsibilities
D. Transferring the employees.
ANSWER: B

104. The service quality is determined on the basis of......

A. Employee involvement.
B. Customer involvement.
C. Top management involvement
D. Employee and customer involvement.
ANSWER: D

105. Services marketing is important in todays context because it

A. Generates more customers.
B. Generates more GDP.
C. Generates more jobs.
D. Generates more jobs and GDP.
ANSWER: D

106. __________ gives discretion to front-line personnel to meet the needs of consumer's creatively.
A. Empowerment
B. Enfranchisement.
C. Service passion
D. Service climate.
ANSWER: A

107. It is important for organizations to change and develop. The stages that service organisations go through
are known as the Product Life Cycle. The Introduction Stage refers to
A. Introducing a change to the service.
B. Introducing new service overseas.
C. Introducing new ideas to the market.
D. Introducing existing services to new markets.
ANSWER: C

108. It is important for organizations to change and develop. The stages that service organisations go through
are known as the Product Life Cycle. The Growth Stage refers to
A. Growth of the new service in the minds of employees.
B. Introduction of new services to grow the portfolio of the company
C. Grow advertising spend to loyal customers
D. Raise awareness new service to new customer
ANSWER: B

109. . It is important for organizations to change and develop. The stages that service organisations go through
are known as the Product Life Cycle. The Saturation Stage refers to
A. All competitors leave the market place.
B. New competitors join the market place.
C. Many competitors seeking the same customers
 D. All competitors seek the same customers.
ANSWER: C

110. It is important for organizations to change and develop. The stages that service organisations go through
are known as the Product Life Cycle. The Decline Stage refers to
A. Sales decline but remain profitable.
B. Profitability improves and sales decline.
C. Sales increase and profitability declines.
D. Profitability declines and sales decline.
ANSWER: D

111. The four core dimensions that customers use to judge websites at which they experience no questions or
problems are efficiency, fulfillment, privacy, and
A. assurance
B. reliability
C. empathy
D. dependability
ANSWER: B

112. The characteristics of what, when and how the new services are delivered to the customer are called
A. Continuum of new service development.
B. Service delivery continuum.
C. New service and customer delivery continuum
D. Customer delivery continuum
ANSWER: B

113. Strategies to increase the efficiency of service operations include all of the following except
A. Training the employees
B. Reduce the waiting time.
C. Giving subcontracting to others.
D. Engage the customers effectively by explaining the service process
ANSWER: C

114. One of the major lessons to learn from the Service-Profit Chain is:
A. Customer loyalty leads to customer satisfaction
B. Employee retention leads to employee satisfaction
C. The firm's profitability leads to customer satisfaction.
D. Revenue growth leads to customer satisfaction
ANSWER: A

115. Important components of internal service quality include all of the following except for
A. Customer referrals.
B. Rewards and recognition
C. Workplace design.
D. Job design.
ANSWER: A

116. Customer retention, repeat business, and customer referrals are alternative measures for
A. Internal service quality.
B. External service value.
C. Employee satisfaction.
D. Customer loyalty.
ANSWER: D
117. Buying process of services becomes complicated because
A. Difficult to assess and compare.
B. No direct sales available.
C. Many product lead to confusion.
D. Door delivery is not possible.
ANSWER: A

118. The consumer management areas of particular importance to service marketers are
A. Managing customer participation
B. Managing customer waits.
C. Managing uncooperative customers
D. Customer relationship management
ANSWER: A

119. Efforts to transform customers into partial employees should not be interpreted as the firms way of
distancing itself from the customer. This is consistent with which of the following guidelines for increasing
customer participation?
A. Develop customer trust.
B. Promote the benefits and stimulate trial.
C. Understand customer habits.
D. Monitor and evaluate performance.
ANSWER: B

120. Blueprints identify all of the following process steps except

A. The direction in which processes flow
B. The time it takes to move from one process to another.
C. The costs involved with each process site.
D. The amount of inventory build-up at each step
ANSWER: D

121. The most common mistake made when constructing a service blueprint is
A. Bottlenecks are not identified correctly
B. Failure points are not identified correctly
C. The blueprint is one-sided.
D. Representing only the firm's perception of the process
ANSWER: D

122. Co-production of services is made possible due to __________ inherent in the production of services.
A. Homogeneity.
B. Intangibility.
C. Heterogeneity.
D. Inseparability.
ANSWER: D

123. The internal marketing refers which of the following options.

A. Marketing its products to its customers.
B. Marketing its products to its employees.
C. Marketing to local customers.
D. Ensuring that the employees are satisfied in the organization.
ANSWER: D

124. Physical evidence helps

A. To evaluate the service by customers
B. To deliver the services
 C. To evaluate the services by provider.
D. To assess the quality by third party.
ANSWER: A

125. Augumented product is one which offers

A. Basic services
B. Additional services
C. Services which are more valuable than any other competitors
D. Multiple services
ANSWER: C

126. Potential product is the one which can be.......

A. Enjoys a competitive edge wherein no one can come nearby.
B. Satisfies customer needs.
C. Caters to large segments
D. Is available in all the places.
ANSWER: A

127. In order to win over the competitors and attract the customers, company need to create.............
A. New markets.
B. New customers
C. Meaningful unique selling proposition which is valuable and has more opportunities.
D. More products.
ANSWER: C

128. While advertising the service product, the marketers need to.......
A. Show the service product .
B. Need not to show the service product.
C. Show some tangible clues to help the customers to understand and evaluate.
D. Create world class advertisement to attract the customers.
ANSWER: C

129. Customers may go dissatisfied even when the company offers the best in the industry due to
A. More competition in the market
B. More customers in the market
C. More products in the product line
D. The customers expect more than what the company offers due to more exaggerated advertisements.
ANSWER: D

130. Internal marketing refers to satisfying the

A. Employees of the organization.
B. Customers of the organization.
C. Customers as well as employees.
D. public .
ANSWER: A

131. Customer may get dissatisfied due to

A. Less waiting time
B. More waiting time
C. More products
D. Less products.
ANSWER: B

132. Dissatisfaction due to more waiting time can be resolved by

 A. Introducing reservation systems.
B. Asking the customers to come next time.
C. Asking the customers politely to wait.
D. Reducing the demand.
ANSWER: A

133. When waiting time is unavoidable, company can

A. Ask the customers to wait for some time.
B. make the customers to wait in the canteen.
C. Provide refreshments to customers.
D. Provide magazines, newspapers and show relevant movie/Video to kill the time.
ANSWER: D

134. When the demand is more than the supply, then the company can
A. Expand the facility .
B. Ignore the excess demand.
C. Ask the customers to wait for some time.
D. Divert the exscess demand to competitors.
ANSWER: A

135. Service quality much depends on

A. Customer involvement in the process.
B. Timing of the delivery process.
C. The involvement of the customer and employee.
D. The timing of the process.
ANSWER: C

136. In services marketing mix. people refers to ..................

A. Employees and customers
B. Customers
C. Employees
D. Public at large.
ANSWER: A

137. Physical evidence is more important in service marketing because

A. It is the evidence of service quality
B. Customers are going to value based on this evidence.
C. Every service provider uses it.
D. every employee expects this.
ANSWER: B

138. ___________ act as clue for physical evidence.

A. Interior of the building
B. Cheque leaves
C. Quotation
D. Food
ANSWER: A

139. Service delivery becomes difficult with out the support of the _____
A. Employee
B. Customer
C. Organization.
D. managers.
ANSWER: B
140. Product line refers to
A. Arrangement of products in the line.
B. Assortment of products at the shop.
C. Variety of products company offers to customers.
D. Waiting time of the customers.
ANSWER: C

141. Empathy refers to

A. Providing service at the expected level.
B. Making service available at all he times.
C. Being considerate and ready to assist the customers.
D. Providing service at doorstep.
ANSWER: C

142. Reliability refers to

A. Ability to perform the service dependably and accurately.
B. Ability to perform the service at cheap cost.
C. Ability to perform the service in less time.
D. Ability to perform the service at all the time.
ANSWER: A

143. Assurance refers to

A. Trust and confidence of the employees on the customers.
B. Trust and confidence of the customers on employees
C. Promise given to stakeholders.
D. Consistent performance by the company.
ANSWER: B

144. Gap model indicates the

A. Possible failures in the service delivery process.
B. Outcome of the process.
C. Process of the service delivery.
D. The sequence in which service delivered.
ANSWER: A

145. Service recovery refers to

A. Recover the loss from the customers.
B. Recover the loss from the competitors.
C. Recover from the failure.
D. Recover from the market.
ANSWER: C

146. Service encounter refers to

A. conveying the service products to customers.
B. Selling the products to the customers.
C. Contact established with the customer at the delivery process.
D. Encountering the failures .
ANSWER: C

147. The American Customer Satisfaction Index (ACSI)

A. only examines intangible products
B. does not rank Internet service providers
C. tracks customer perceptions across representative industries from each of the economic sectors
 D. indicates that customer satisfaction with services is typically higher than it is with goods
ANSWER: C

148. In tangible nature of services poses

A. Problems to marketers
B. Problems to customers.
C. Difficulty for the researcher.
D. Problem for service designers.
ANSWER: A

149. In order to manage the Peak-time demand, the service provider can ........
A. Manage by introducing more products.
B. Manage by adding additional facilities.
C. Manage by diverting the customers for other services.
D. Manage by asking the customers to wait for some time.
ANSWER: B

150. Service quality of the company may be affected by the act of.....
A. Receptionist.
B. Competitors.
C. Advertisers.
D. System administrator.
ANSWER: A

Staff Name
RAJESH MAHARAJAN J .