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    Service Marketing Solved Mcqs Set 4

    Uploaded by

    Abhishek Rajpoot
    This document contains 100 multiple choice questions about service marketing concepts. The questions cover topics such as micro marketing, service encounters, the SERVQUAL model, service blueprints, the marketing mix for services, customer satisfaction, internal marketing, the service-quality model, and digital marketing. The correct answers to each question are also provided.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Service Marketing Solved Mcqs Set 4

    Uploaded by

    Abhishek Rajpoot
    451 views6 pages
    This document contains 100 multiple choice questions about service marketing concepts. The questions cover topics such as micro marketing, service encounters, the SERVQUAL model, service blueprints, the marketing mix for services, customer satisfaction, internal marketing, the service-quality model, and digital marketing. The correct answers to each question are also provided.

    Original Title

    Service Marketing Solved Mcqs Set 4 McqMate.com

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    This document contains 100 multiple choice questions about service marketing concepts. The questions cover topics such as micro marketing, service encounters, the SERVQUAL model, service blueprints, the marketing mix for services, customer satisfaction, internal marketing, the service-quality model, and digital marketing. The correct answers to each question are also provided.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    451 views6 pages

    Service Marketing Solved Mcqs Set 4

    Uploaded by

    Abhishek Rajpoot
    This document contains 100 multiple choice questions about service marketing concepts. The questions cover topics such as micro marketing, service encounters, the SERVQUAL model, service blueprints, the marketing mix for services, customer satisfaction, internal marketing, the service-quality model, and digital marketing. The correct answers to each question are also provided.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 6

    Service Marketing Solved Mcqs set 4

    76. Another word for complete segmentation is


    A. Macro marketing

    B. Micro marketing

    C. Niche marketing

    D. Mass marketing

    Answer: B

    77. Micro marketing includes


    A. Segment marketing and niche marketing
    o m
    .c
    B. Mass marketing and demographic marketing
    te
    C. Local marketing and individual marketing
    a
    D. Individual marketing self marketing
    q M
    Answer: C c
    M
    78. ………….. is any direct interaction between a service provider and
    customers
    A. Service encounter

    B. Service Gap

    C. Service quality

    D. Supplier Gap

    Answer: A

    79. SERVQUAL model was developed and implemented by the ……………..


    A. Valarie Zeithamal

    B. A Parasuraman

    C. Leonard Berry

    D. All of these

    Answer: D

    80. …………… is a diagram/ map that visualize a service offering accurately

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    Service Marketing Solved Mcqs set 4

    A. Service blueprint

    B. Service action

    C. Service recovery

    D. None of these

    Answer: A

    81. Service blueprint first introduce by


    A. Len Berry

    B. Booms & Bitner


    o m
    C. Philip kotler .c
    te
    D. G.Lynn shostack
    a
    Answer: D
    q M
    c
    82. To introduce the new products to world of consumers is the main goal
    of …………… M
    A. Entertainment

    B. Advertising

    C. Boost the sales

    D. Online marketing

    Answer: B

    83. Advertisement is a type of ……………


    A. Outdoor marketing

    B. Indirect marketing

    C. Share marketing

    D. Relationship marketing

    Answer: B

    84. The extended Ps of service marketing mix is


    A. People, product, place

    B. Price, physical evidence, promotion

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    Service Marketing Solved Mcqs set 4

    C. Physical evidence, process, People

    D. Product, process, physical environment

    Answer: C

    85. What is the basic property of a service which makes it different from a
    product?
    A. Shape

    B. Size

    C. Very expensive
    o m
    D. Intangibility
    .c
    Answer: D
    te
    a
    M
    86. The solution to price competition is to develop a differentiated
    q
    A. Product, price and promotion
    c
    B. Offer, delivery & image M
    C. Package & label

    D. International website

    Answer: B

    87. Which of the following is a key building lasting relationship with


    consumers?
    A. Price of the product

    B. Need recognition

    C. Customer satisfaction

    D. Quality of product

    Answer: C

    88. …………… are the services which are connected to the period to which
    the product are purchased from the seller
    A. Tangible service

    B. Intangible service

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    Service Marketing Solved Mcqs set 4

    C. Professionalservice

    D. None of these

    Answer: A

    89. The term marketing refers to


    A. New product concepts and improvement

    B. Advertising and promotion activities

    C. A philosophy that stresses customer values & satisfaction

    D. Planning sales campaigns


    o m
    Answer: C .c
    t eretailers end?
    a
    90. Which of the following takes place at
    A. Promotion
    q M
    B. Placing c
    C. Pricing
    M
    D. Exchange

    Answer: D

    91. If the customers views service as ……………. They care more about
    price than provider.
    A. Heterogeneous

    B. Homogeneous

    C. Both A & B

    D. None of the above

    Answer: B

    92. Holistic marketing for services demands


    A. External marketing

    B. Internal marketing

    C. Interactive marketing

    D. All of the above

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    Service Marketing Solved Mcqs set 4

    Answer: D

    93. ………….. Is about the normal work of creation, pricing, distribution,


    and promotion of service to customers.
    A. External marketing

    B. Internal marketing

    C. Interactive marketing

    D. All of the above

    Answer: A
    o m
    .c
    94. ………….. is about motivating and training employees to serve
    customers well
    te
    a
    A. External marketing

    q M
    B. Internal marketing
    c
    C. Interactive marketing

    D. All of the above


    M
    Answer: B

    95. The service-quality model identifies………….. gaps that result in


    unsuccessful delivery.
    A. 4

    B. 3

    C. 5

    D. 6

    Answer: C

    96. As per service-quality model, the capacity to complete the promised


    service accuratelt and dependably is ……………
    A. Responsiveness

    B. Reliability

    C. Assurance

    D. Empathy

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    Service Marketing Solved Mcqs set 4

    Answer: B

    97. As per service quality model, the willingness to assist customer and
    offer prompt service is ……………
    A. Responsiveness

    B. Reliability

    C. Assurance

    D. Empathy

    Answer: A
    o m
    .c
    98. At customer service interface, company intends to manage a
    relationship with a customer through
    te
    a
    A. Technology

    q M
    B. People
    c
    C. Both a & b

    D. None of the above


    M
    Answer: C

    99. Service firms can increase quality control by


    A. Making investment in good hiring

    B. Standardize the service performance process

    C. Monitor customer satisfaction

    D. All of the above

    Answer: D

    100. Digital marketing is often referred to as ……………


    A. Online marketing

    B. Internet marketing

    C. Web marketing

    D. All of the above

    Answer: D

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