1.

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

2. Which of the following pricing strategies is NOT ideal for new products?
A. Market-Skimming
B. Discriminatory Pricing
C. None of these
D. All of these

3. Difference between Direct and Indirect Marketing is:

A. Direct marketing is to employees of the concerned company, while Indirect is to outsiders
B. Direct marketing is to outsider, while Indirect is to employees of the concerned company
C. Direct Marketing is to Bank’s owner, Insiders is to outsiders
D. Direct Marketing is to other Bank’s employees, Indirect outsiders

4. Digital Marketing is the same as

A. Online marketing
B. Cross-selling
C. Website designing
D. Road showsDigital Marketing is the same as

5. _______ is not an element of People.

A. Motivation
B. Teamwork
C. Flow of activities
D. Customer training

6. …………………………. are all the elements (i.e., logo, color, shape, letters, images) that work as a
psychological trigger or stimulus that causes an association to all information products/centers
A. Packaging
B. Branding
C. Labeling
D. Logo

7. Effective Marketing Helps in:

A. Boosting the purchases
B. Boosting the sales
C. Diversified Business
D. Realization of Dreams

8. …………............….….. is the environment in which service occurs.

A. Physical evidence
B. Surrounding
C. Environment
D. Procedure

9. ……………………….. is a demand which the customer realizes later. Thus, while buying the product, he
might not desire some features. But later on, he might think about those features and buy the product.
A. Negative Demand
B. Latent Demand
C. Declining demand
D. Irregular demand

10. Typical product marketing decision exclude the following

A. Product planning
B. Product productivity
C. Product design
D. Product research

11. A place where goods are bought and sold against the price consideration between the buyers and
the sellers is called ______.
A. Exchange
B. Market
C. E-commerce
D. Transaction

12. Which of the following marketing mix marching is wrong

A. Place – Conferencing
B. Price – Cost
C. Promotion – Communication
D. Product – Commodity

13. In market skimming pricing strategy:

A. Initially price is lower and then it is increased
B. Initial price is high and is maintained high
C. Initial price is low and is maintained low
D. all of these

14. ______ is not a part of marketing mix.

A. Product
B. Purpose
C. Place
D. Price

15. Which of the following is a feature of Physical evidence

A. Interior design (e.g. furniture, color schemes)
B. Product (eg. planning, design, adoption
C. Promotion (eg. public relation, advertising, Communication)
D. Changes in Competitors Products/Services

16. Total customer value consists of _______

A. Product Value
B. Image Value
C. Service Value
D. All of the above

17. In the indirect distribution channel, the information product distribution moves from....................
A. Manufacturer through the middleman to the retailer
B. Manufacturer to the wholesaler
C. Manufacturer through the middleman to the consumer
D. Manufacturer to the consumer

18. Goods that are typically bought by a consumer based on a comparison of suitability, quality, price &
style are called___________ goods.
A. Industrial
B. Specialty
C. Shopping
D. Convenience

19. The basic purposes of promotion of information products/centers is to:

A. Degeneration of interest of consumers
B. Facilitate Complimentary of organizations and Changes in Technology
C. Constantly reinforce the message on the clients
D. Establish competition in competitors and Classified Customers

20. Information centers include the following

A. Libraries & Publishing houses
B. Libraries & Churches
C. Churches & Museums
D. Libraries & Schools

21. ……………………….. is a carrier of information about the product

A. Branding
B. Logo
C. Labeling
D. Packaging

22. Marketing is a process which aims at ________

A. Production
B. Selling products
C. Profit-making.
D. The satisfaction of customer needs

23. Which of the following are function of marketing

A. Convenience & Shopping
B. Labeling & Packaging
C. Bragging & Packaging
D. Profit maximization & Lighting
24. Beyond the well accepted conceptual notion of planning, from a practical point of view, the need for
product planning arises due to the following reason
A. Competition in competitors
B. Complimentary of organizations
C. Classified Customers
D. Changes in Customer Needs

25. Market Research is needed for:

A. checking the market area
B. Publicity on the net
C. Advertisement on the net
D. All of the above

26. ……………………………..refers to cases where there is a potential product that could meet a consumer
want or need, but consumers are reluctant to purchase the product for one reason or another.
A. Negative Demand
B. Unwholesome demand
C. Non-Existing demands
D. Latent Demand

27. Which of the following are function of marketing

A. Bragging & Packaging
B. Convenience & Shopping
C. Profit maximization & Lighting
D. Public relation and customer care

28. The basic purposes of promotion of information products/centers is to:

A. Degeneration of interest of consumers
B. Facilitate Complimentary of organizations and Changes in Technology
C. Establish competition in competitors and Classified Customers
D. Make the clients aware of the product or service and the organization providing it.

29. Which of the following is a function of the Traditional marketing concept

A. Specialty & unsought products
B. Profit maximization
C. Customer oriented
D. Less emphasis on profit

30. Modern Method of Marketing include:

A. Publicity on the net
B. Advertisement on the net
C. Soliciting business through e-mails
D. All of the above

31. Which among these is not the nature and characteristic of a service.
A. Intangibility
B. Durability
C. Variability
D. Perishability

32. The basic purposes of promotion of information products/centers is to:

A. Degeneration of interest of consumers
B. Facilitate Complimentary of organizations and Changes in Technology
C. Attract and hold the attention of the clients (both potential and existing).
D. Establish competition in competitors and Classified Customers

33. The value that is put for a product is known as ______.

A. Commission
B. Price
C. Profit
D. Revenue

34. ………………………….. fluctuations, need to know when goods and services are in demand
A. Declining demand
B. Irregular demand
C. Full demand
D. Overfull demands.

35. .……….. is the space where customers and service personnel interact
A. Environment
B. Surrounding
C. Procedure
D. Physical evidence

36. Good selling skills involve____________

A. Patience
B. Presence
C. Empathy
D. All of these

37. Information systems can assist managers by

A. Providing information
B. Providing data on internal sources
C. Directing
D. All of the above

38. Identify the Information products from this pool

A. Software & Manual
B. DDD & DVD/VCD
C. Envelopes & Manual
D. ICT & Technical

39. ……………….……. is a consumer product that takes little thought, is routine, purchased often, appeals
to a large target market, and the consumer purchases with little planning. Eg. CD/DVD, newspapers etc
A. Shopping products
B. Unsought goods
C. Specialty goods
D. Convenience product

40. ……………………. actually purchase goods from a producer in bulk and store them in warehouses
A. Retailers
B. Wholesaler
C. Distributors
D. Agents

41. Beyond the well accepted conceptual notion of planning, from a practical point of view, the need for
product planning arises due to the following reason
A. Competition in competitors
B. Classified Customers
C. Complimentary of organizations
D. Changes in Customer Needs

42. The best Definition of Marketing given by Philip Kotler is _______

A. Marketing is the process by which companies create value for customers & build strong customer
relationships in order to capture value from customers in return.
B. Marketing is a societal process by which individuals & groups obtain what they need & want through
creating offering & freely exchanging products & services of value with others.
C. Marketing is the activity, set of institutions & processes for creating, communicating, delivering &
exchanging offerings that have value for customers, clients, partners & society at large.
D. None of the above

43. ……………………. facilitate the distribution process of information products through their experience
and expertise.
A. Process
B. Distributors
C. Facilitators
D. Physical evidence

44. The reasons for information marketing include the following except
A. Improving image of information professionals
B. Retention of existing customers
C. Sales at all cost
D. Predicting customers behavior and actions

45. Which among these is concerned with pricing policies for late entrants to a market.
A. Market penetration
B. Marketing research
C. Market skimming
D. Marketing skills

46. …………is the blend of several promotional tools used by the business to create, maintain and
increase the demand for goods and services
A. Marketing mix
B. Promotional mix
C. Product mix
D. Promotional technology

47. Place as a marketing mix tool is concern with

A. where the information center/product is located or found for purchase,
B. Changes in Competitors Products/Services and
C. Marketing mix and productivity
D. Changes in Technology

48. Pricing of a product is largely influenced by ……………..

A. Complimentary of organizations and Changes in Technology
B. Competition in competitors and Classified Customers
C. Marketing mix and productivity
D. Changes in Competitors Products/Services and Changes in Technology

49. In this pricing strategy mostly services are sold at different prices by the same provider in different
markets is known as ______.
A. Price differentiation
B. Price discrimination
C. Market Pricing
D. Marketing Myopia

50. ….………………….. is a type of product that requires consumer research and comparison of brand. Eg.
text books
A. Unsought goods
B. Shopping products
C. Specialty goods
D. Convenience product

51. In a Selling Process in today’s world:

A. Only standard products are sold
B. the seller need not have product knowledge
C. the seller should aim at customer satisfaction
D. only quantum of sales matters

52. Which is the essential of marketing?

A. Marketing is a human activity
B. Marketing is a Product
C. Marketing is a knowledge
D. All of these

53. Promotion mix contain(s):

A. advertisement
B. personnel sale
C. sales promotion
D. all of these

54. Pricing of a product is largely influenced by ……………..

A. Complimentary of organizations and Changes in Technology
B. Marketing mix and productivity
C. Competition in competitors and Classified Customers
D. Ability to Pay and Income Generation
Reset Selection

55. Which of the following are function of marketing

A. Bragging & Packaging
B. Profit maximization & Lighting
C. Convenience & Shopping
D. Product development & Distribution

56. Difference between Direct and Indirect Marketing is:

A. Direct marketing is to employees of the concerned company, while Indirect is to outsiders
B. Direct marketing is to outsider, while Indirect is to employees of the concerned company
C. Direct Marketing is to other Bank’s employees, Indirect outsiders
D. None of these

57. Which one of the following sets represents 4C’s of the marketing mix?
A. Customer solution, cost, convenience, communication
B. Customer, cost, convenience, comfort
C. Convenience, communication, coverage, cost
D. Cost, coverage, communication, consultancy

58. Which of the following pricing strategies is NOT ideal for new products?
A. Market-Skimming
B. Discriminatory Pricing
C. Promotional Pricing
D. None of these

59. ………. Is any communication, usually paid-for, specifically intended

to inform and/or influence one or more people.
A. public relation.
B. Sale promotion,
C. advertising
D. personal selling.

60. Which of the following pricing strategies is NOT Ideal for new products?
A. Market-Skimming
B. Discriminatory Pricing
C. Promotional Pricing
D. None of these

61. Which of the following is a feature of Physical evidence

A. Changes in Competitors Products/Services
B. Promotion (eg. public relation, advertising, Communication)
C. Ambient conditions (e.g. noise, air, temperature)
D. Product (eg. planning. design, adoption
62. Intangibility, Perishability, Inseparability & Variability are the characteristics of
A. Products
B. Services
C. Goods
D. Both a&b

63. Service marketing is the same as

A. Digital Marketing
B. Retail Marketing
C. Ambush Marketing
D. Relationship Marketing

64. Place as a marketing mix tool is concern with

A. Marketing mix and productivity
B. Changes in Competitors Products/Services and
C.. where the target information center/product is placed
D. Changes in Technology

65.____________ is a state of demand where demand exceeds supply - market requirement exceeds what you can
deliver
A. Declining demand
B,. Irregular demand
C.. Full demand
D. Overfull demands.

66. Typical pricing decision involves ............

A. Cash-out
B. Discounts
C. Attraction
D. Cash in

67. Place as a marketing mix tool is concern with

A.. Marketing mix and productivity
B.. how to store the product in the interim
C. Changes in Competitors Products/Services and
D. Changes in Technology

68. Market information means.

A. Knowledge of industries
B. Knowledge of households
C. Knowledge of peers
D. Knowledge of customer's tastes

69. Information centers include the following

A. Libraries & Churches
B. Museums & Archives.
C. Churches & Museums
D. Libraries & Schools

70. ……………………….. is the Customer Relationship Groups that show low profitability and little projected
loyalty
A. Butterfly
B. Strangers
C. True friends
D. Barnacles

71. The main 4Cs include

A. Capitalism and Conferencing
B. Commodity and Communication
C. Consumer and candidature
D. Cost and Consumerism

72. The term marketing refers to _______ .

A. Sales Planning, Strategy and Implementation
B. Advertising, Sales Promotion, Publicity and Public Relational activities
C. A philosophy that stresses customer value and satisfaction
D. A new product needs ideas, Developments, concepts and improvements

73. _________It serves to contain, identify, describe, protect, display, promote and otherwise make the
product marketable and keep it clean
A. Branding
B. Packaging
C. Logo
D. Labeling

74. The term marketing mix refers to________

A. An analysis of micro and macro environment of the organization
B. A mixture of various decisions to sell more products at any cost
C. A customer relationship for long term profit and gain
D. A combination of strategic elements to satisfy market needs

75. __________ is the elimination of intermediaries in the supply chain of information products/services
A. Disintermediation
B. Dis-elimination
C. De-distribution
D. Re-intermediation

76. In the direct distribution channel, the information product distribution moves from...........
A. Manufacturer through the wholesaler to the consumer
B. Manufacturer through the retailer to the consumer
C. Manufacturer to the consumer
D. Manufacturer to the wholesaler

77. A form of distribution in which manufacturer makes an agreement, with a middleman in each
market area stipulating that the distribution of the product within that is to be confined solely to that
middleman is known as-
A. Mass Distribution
B. Exclusive agency distribution
C. Selective distribution
D. Price Distribution
78. Promotion decision involves _______
A. Interest, Trust, Persuasion
B. Information, Involvement, Attainment
C. Interest, Influence, Acquire
D. Information, Persuasion, Influence

79. Pricing of a product is largely influenced by ……………..

A. Competition in competitors and Classified Customers
B. Complimentary of organizations and Changes in Technology
C. Managing Demand Relative to Supply
D. Marketing mix and productivity

80. IS any communication, usually non-paid for, specifically intended to inform and/or
A. advertising,
B. personal selling
c. public relation,
D. publicity

81. Which among these is concerned with pricing policies for late entrants to a market.
A. Market penetration
B. Marketing research
C. Market skimming
D. Marketing skills

82. Marketing Channel means

A. Delivery period
B. Delivery time
C. Delivery place
D. none of these

83. Product information helps know the following except

A. How are products packaged and offered to customers
B. What features or capabilities make these products attractive to prospective customers
C. What product is offered or available
D. Retention of customers behavior and actions

84. ……….……… refers to the mechanisms and flow of activities by which service is delivered
A. Process
B. Practice
C. Method
D. Procedures

85. All the following are function of marketing except

A. Customer care and lighting
B. Distribution and labeling
C. Storage and warehousing
D. Planning and research
86. Advertising, Publicity, Personal selling, Sales promotion, these are also termed as four elements of a
______.
A. Promotion Mix
B. Marketing Mix
C. Place Mix
D. Sales Mix

87. ___________ is the environment in which the service is delivered and where the firm and customer
interact and any tangible components tha communication of the service.
A. Physical evidence
B. Process
C. Place
D. People

88. Marketing decision makers in information centers must constantly monitor competitors' activities-
their products, prices, distribution effort because
A. The competitors may be violating the law and can be reported to the authorities
B. The actions of competitors may create an oligopoly within an industry
C.. New product offerings by a competitor with the resulting competitive variations may require
adjustments to one or more components of the firms marketing mix
D. The actions of competitors may threaten the monopoly position of the firm in its industry

89. The task of marketing involves

•O A. Opening new branches
• B. Buying a company
• C. Selling a company
• D. Selling products and services of a company

90. The main 4Cs include

A. Cost and Consumerism
B. Consumer and candidature
C. Commodity and Consumer
D. Capitalism and Conferencing

91. The level of commitment that consumers feel toward a given brand is called
A. Brand equity
B. Brand name
C. Brand loyalty
D. Brand utility

92. Typical product marketing decision involves ……………….

A. Product productivity
B. Product design
C. Product scheming
D. Product pruning

93. …………………….…… is the artifacts that remind customers of a service performance

A. Procedure
B. Environment
C. Physical evidence
D. Process

94. Marketing decision makers in information centers must constantly monitor competitors' activities-
their products, prices, distribution, and promotional efforts-because
A. The competitors may be violating the law and can be reported to the authorities
B. The actions of competitors may create an oligopoly within an industry
C. New product offerings by a competitor with the resulting competitive variations may require
adjustments to one or more components of the firm's marketing mix
D. The actions of competitors may threaten the monopoly position of the firm in its industry

95. The traditional concept of marketing focus on

A Buying and selling
B. Buying only
C. Promotion & Sales
D. Sales and selling

96. A DSA (Direct Selling Agent) is one___________

A. Who sells through the internet
B. Who works on the bank counters
C. Who works in bank office setup
D. Who sells direct to the client

97. Beyond the well accepted conceptual notion of planning, from a practical point of view, the need for
product planning arises due to the following reason
A. Complimentary of organizations
B. Competition in competitors
C. Changes in Customer Profile
D. Classified Customers

98. The term marketing mix describes

A a composite analysis of all environmental factors inside and outside the firm.
B. a series of business decisions that aid in selling a product.
c. the relationship between a firm's marketing strengths and its business weaknesses.
D. a blending of strategic elements to satisfy specific target markets

99. The main 4Cs include

A. Cost and Consumerism
B. Convenience and Channel
C. Consumer and candidature
D. Capitalism and Conferencing

100. To which tool of marketing mix does ‘Brand Name’ relate?

A. Price
B. Promotion
C. Place
D. Product

101. ……………………………. involves a variety of programs designed to maintain or enhance a company's

image and the products and services it offers
A. public relation,
B. Sale promotion,
C. personal selling,
D. advertising,

102. What is the basis of marketing?

A. Exchange
B. Net Sales and Net Profit
C. Profit
D. Packaging

103. …………………. is packaging products or services together at a discount to increase sales numbers
A. Skimming Pricing
B. Bundle pricing
C. Geographic pricing
D. Penetration Pricing

104. Marketing decision makers in information centers must constantly monitor competitors' activities-
their products, prices, distribution, and promotional efforts-because
A. The competitors may be violating the law and can be reported to the authorities
B. The actions of competitors may create an oligopoly within an industry
C. New product offerings by a competitor with the resulting competitive variations may require
adjustments to one or more components of the firm's marketing mix
D. The actions of competitors may threaten the monopoly position of the firm in its industry

105. The basic purposes of promotion of information products/centers is to:

A. Establish competition in competitors and Classified Customers
B. Degeneration of interest of consumers
C. Facilitate Complimentary of organizations and Changes in Technology
D. Motivate the clients to actually buy the product or service

106. Pricing of a product is largely influenced by ……………..

A. Competition in competitors and Classified Customers
B. Positioning Objectives and Product Characteristics
C. Marketing mix and productivity
D. Complimentary of organizations and Changes in Technology

107. ………… is putting a higher price tag on your product or service to differentiate itself from cheaper
options
A. Penetration Pricing
B. Skimming Pricing
C. Premium pricing
D. Competition Based
108. Marketing is influenced by__________
A. Product demand
B. Public taste
C. Buyer behavior
D. All of the above

109.__________ is not an element of physical evidence.

A. Employee dress
B. Information officers
C. Equipment
D. Library Facility design

110. Place in marketing is also known as _____

A. physical distribution
B. channel of distribution
C. intermediary
D. all of the above

111. In addition to the traditional four Ps, the services marketing mix includes ________
A. Process, Physical Evidence & Purpose
B. People, Process & Physical Evidence
C. Product, People & Physical Environment
D. Public, Process and Practice

112. New product development starts with which one of the following steps of new product
development?
A. Idea screening
B. Idea generation
C. Test marketing
D. Concept testing

113. ……………..is charging the highest (close to the perceived value by the most sophisticated customers)
price in the introductory phase, and then slowly reduce it over a period of time
A. Cost Based pricing
B. Competition Based
C. Penetration Pricing
D. Skimming Pricing

114. Marketing segmentation is useful for__________

A. Preferential marketing
B. Targeting existing clients
C. Identifying prospects
D. All of these

115. Market Research is needed for:

A. Advertisement on the net
B. Soliciting business through e-mails
C. deciding right time to sell
D. All of the above
116. ________________ is the systematic and objective search for and analysis of information relevant
to the identification and solution of any problem in the field of marketing
A. Marketing mix
B. Marketing research
C. Marketing planning
D. Information marketing

117. Services are characterized by all of the following characteristics except for________
A. Perishability
B. Homogeneity
C. Inseparability
D. Intangibility

118. The basic purposes of promotion of information products/centers is to:

A. Establish competition in competitors and Classified Customers
B. Position the product or service and the organization in the minds of the potential clients in a unique
and favorable manner.
C. Facilitate Complimentary of organizations and Changes in Technology
D. Degeneration of interest of consumers

119. Effective Marketing Helps in:

A. Boosting the purchases
B. Boosting the sales
C. Diversified Business
D. Realization of Dreams

120. Total customer value consists of all of the following components except _____
A. Personal Value
B. Product Value
C. Service Value
D. Image Value

121. Marketing segmentation is useful for___________

A. Prospects Identification
B. To know the customer’s tastes and preferences
C. To target current clients
D. All of the above

122. Pricing of a product is largely influenced by ……………..

A. Competition in competitors and Classified Customers
B. Marketing mix and productivity
C. Complimentary of organizations and Changes in Technology
D. Sustainability and The Competitors‘ Prices

123.__________ is defined as the caring, individualized attention that an Information Center provides to
its customers.
A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance

124. Marketing of services is resorted in____________

A. Manufacturing concerns
B. Insurance business
C. Construction firms
D. Only 2 and 3

125. A situation where by market is expanded by developing new products to satisfy new consumer
needs is called
A. Market development
B. Diversification
C. Both land 2
D. Neither 1 nor 2

126. Promotion mix contain(s):

A. advertisement
B. personnel sale
C. all of these
D. none of these

127. Out of the following______________ is NOT an objective of pricing.

A. Profit
B. Stabilising demand and sales of the product
C. Improvement in product quality
D. Expansion of business

128. The unique service characteristic that reflects the interconnection between the service firm and its
customer is called _______.
A. Intangibility
B. Inseparability
C. Perishability
D. Ubiquity

129. The Traditional Marketing style involves:

A. Telemarketing
B. Digital Marketing
C. Direct Marketing
D. All of the above

130. The best Definition of Marketing given by Philip Kotler is _______

A. Marketing is the process by which companies create value for customers & build strong customer
relationships in order to capture value from customers in return.
B. Marketing is a societal process by which individuals & groups obtain what they need & want through
creating offering & freely exchanging products & services of value with others.
C. Marketing is the activity, set of institutions & processes for creating, communicating, delivering &
exchanging offerings that have value for customers, clients, partners & society at large.
D. None of the above

131. …..refers to point of sale

Product
Price
Place
None of these

132. ………………………….. is the science, art and technology of enclosing or protecting products for
distribution, storage, sale, and use
A. Packaging
B. Branding
C. Logo
D. Labeling

133. Good marketing requires one of the following

A. Proper planning
B. Good team work
C. Good communication skills
D. Knowledge of products

134. ...……….. is an independent entity who acts as an extension of the producer by

representing them to the user. He/she never actually gains ownership of the
product and usually make money from commissions and fees paid for their
services.
A. Agents
B. Retailers
C. Wholesaler
D. Distributors

135._________________ is the type of demand where a marketer thinks that there

is a demand for the product in the market but in reality, there is no demand for
the product
A. Negative Demand
B. Unwholesome demand
C. Non-Existing demands
D. Latent Demand

136._______________ goods that don’t wear out quickly and last over a long period.
Examples include land, cars, and appliances
A. Specialty goods
B. Convenience product
C. Unsought goods
D. Durable goods

137.