Service Marketing Solved Mcqs Set 3

Service Marketing Solved Mcqs set 3
51. A ……………. Is a form of product that consist of activities, benefits or

satisfaction offered for sale that are essentially intangible and do not
result in ownership of anything?
A. Goods
B. Needs
C. Wants
D. Services
Answer: D
m
o the client
c
52. ………… describes the employees skill in serving
.
e
at
A. Internal marketing
B. External marketing
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C. Communicating
c
D. Service marketing
Answer: B
M
53. Which of the following is not generally accepted as being part of the
extended marketing mix for service?
A. Product
B. Price
C. Practice
D. place
Answer: C
54. In the service system, customers may specify their needs and
expectations to the service provider, such expectations are called
……………?
A. Feed back
B. Feed forward
C. Both A&B
D. None of these
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Answer: B
55. Which of the following is not an element of physical evidence ?

A. Motivation
B. Team work
C. Customer training
D. Flow of activities
Answer: D
o m
56. Added features to an offering are called …………… service features?
.c
A. Perceived
te
B. Primary
a
C. Secondary
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D. Expected c
Answer: C
M
57. The service a customer expects are called …………… service package?
A. Perceived
B. Primary
C. Secondary
D. Expected
Answer: B
58. …………… is the physical surroundings or the physical facility where

the service is produced, delivered and consumed
A. Service space
B. Service place
C. Service escape
D. Service scope
Answer: C

59. Servicescape model is developed by ……………

A. Booms & Bitner
B. A parasuraman
C. Len Berry
D. Philp kotler
Answer: A
60. Service marketing emerged as a separate field of study in the

……………
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A. Early 2000’s
.c
te
B. Early 1990’s
a
C. Early 1980’s
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D. None of these
c
Answer: C M
61. Who created the PESTL framework?
A. Booms & Bitner
B. Philip kotler
C. Francis Aguilar
D. Len Berry
Answer: C
62. ………….. between what was expected and what is perceived

A. Service gap
B. Supplier gap
C. Customer gap
D. Customer satisfaction
Answer: A
63. Which is the largest outsourcing country in the world?

A. China
B. USA
C. Germany
D. India
Answer: D
64. Which of the following laws requires that employers offer continuation
of health care insurance after a person leave employment?
A. COBRA
o m
B. ERISA
.c
C. HIPAA
te
a
D. State insurance statute
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Answer: A
c
M
65. A person injured in a motor vehicle accident will have health care
expenses paid by
A. Social insurance programs
B. Auto insurance
C. Employment-based insurance
D. Works compensation insurance
Answer: B
66. Successfulservice companies focus their attention on both their

customer and their employees. They understand ……………, which links
service firm profits with employee and customer satisfaction.
A. Internal marketing
B. Service profit chains
C. Interactive marketing
D. Service marketing
Answer: B
67. In the absence of a physical product, service providers needs to

consider the use of …………… that enable customers to make a judgment

on the service quality.
A. Tangible clues
B. Intangible clues
C. Blue print
D. Performance measure
Answer: A
68. Internal marketing deals with

o m
A. Marketing the products to employees
.c
B. Marketing the in the local market
te
C. Marketing the products inside the country a
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D. Identifying and taking care of employees needs & wants
c
Answer: D
M
69. 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 the reservation system
D. Asking customers to come another time
Answer: C
70. Managing the peak demand becomes difficult due to …………... nature
A. Intangibility
B. Perishability
C. Inseparable
D. Heterogeneous
Answer: B
71. Which financial institution regulates the insurance products in India?

A. IRDA
B. IDRA
C. IRAD
D. IADR
Answer: A
72. In effective target, marketers should focus on

A. Market segmentation
B. Market targeting
o m
C. Marketing positioning .c
te
D. All the above
a
Answer: C
q M
c market very narrowly is called
73. The companies that targets
A. Mass marketing
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B. Segmented marketing
C. Niche marketing
D. Micro marketing
Answer: D
74. Branding is concerned with …………… component of four ‘P’.

A. Promotion
B. Product
C. Place
D. Price
Answer: B
75. ………….. is the process of evaluating each market segment’s

attractiveness and selecting one more segment to enter
A. Mass marketing
B. Market segmentation

C. Market targeting
D. Market positioning
Answer: C
o m
.c
te
a
q M
c
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Service Marketing Solved Mcqs set 3

51. A ……………. Is a form of product that consist of activities, benefits or

Download more sets at McqMate.com

55. Which of the following is not an element of physical evidence ?

58. …………… is the physical surroundings or the physical facility where

Download more sets at McqMate.com

59. Servicescape model is developed by ……………

60. Service marketing emerged as a separate field of study in the

62. ………….. between what was expected and what is perceived

63. Which is the largest outsourcing country in the world?

Download more sets at McqMate.com

D. Works compensation insurance

66. Successfulservice companies focus their attention on both their

B. Service profit chains

67. In the absence of a physical product, service providers needs to

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consider the use of …………… that enable customers to make a judgment

68. Internal marketing deals with

B. Modernize the product

C. Reduce the waiting time by adopting the reservation system

D. Asking customers to come another time

71. Which financial institution regulates the insurance products in India?

Download more sets at McqMate.com

72. In effective target, marketers should focus on

74. Branding is concerned with …………… component of four ‘P’.

75. ………….. is the process of evaluating each market segment’s

Download more sets at McqMate.com

Download more sets at McqMate.com

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