MODEL QUESTIONS
MODULE-I : SERVICE MARKET
1. List and explain 4 banking products.
2. Write a short note on Public Provident Fund.
3. Explain the difference between a Bank guarantee and
a letter of credit.
4. List and explain 4 India Post products.
5. Write short note on i) Leasing ii) Bill Discounting
iii)Mutual Funds
6. Write an essay on insurance industry and its
products.
MODEL QUESTIONS
MODULE-II : INTRODUCTION TO SERVICE MARKETING
1. Explain Service Marketing Mix with reference to any
service industry
2. Explain the concept of waiting in service industry.
3. What are the different types of jay customers that we
notice in service industry.
4. What are the four types of service processes. Cite 10
services that you availed recently and categorize them
into the above types.
MODEL QUESTIONS
MODULE-II : INTRODUCTION TO SERVICE MARKETING
5. What are the fundamental differences between a
product and a service. Explain giving examples.
6. What do you understand by Role and Script theory.
Explain with examples.
7. What are the different types of quality gaps.
8. What is quality and what is Six-Sigma quality. Take a
hypothetical example and calculate appx sigma level.
10. What do you understand by DMAIC. Explain the
concept with an example.
MODEL QUESTIONS
Emmy’s and Maddy’s
1.What are the different service processes that you notice in
the case.
2.What are the service failures that you notice in the case.
3.What are the instances where you noticed that there is a
service recovery action after a service failure.
4.Which department provided the best customer service and
how?
5.This hospital has a poor system of information management.
Justify the statement citing instances from the case.
6.If you were the CEO of this hospital , what actions you will
take to improve the customer service.
MODEL QUESTIONS
Singapore Airlines:
1.What are the methods adopted by Singapore Airlines to
measure customer service.
2.People played a great role in the success of Singapore
Airlines (SA) . What are the actions taken by SA to
improve this component of Marketing Mix.
3.What are strategic actions taken by Singapore Airlines to
make it the most favored airlines.
4.Because of terrorist attack of two US Airlines aircrafts in
2001 , there was a slump in demand in airlines industry
and the top management of Singapore Airlines called for
an emergency meeting. What were the agenda points.
MODEL QUESTIONS
Fedex Corportion:
1.What are methods followed by Fedex to grow inorganically.
2.What are the instances where Fedex suffered business
failures and why?
3. “We are in the business of delivering certainty” – Explain
the statement with reference to the case Fedex
Corporation.
4.What are the strengths of Fedex which made it a
successful document delivery and logistic management
company?
5.What is the pricing system that Fedex followed to cater to
different customer segments?
MODEL QUESTIONS
Optical Shop :
1. By entering into primary eye-care market , DHMC
affected its tertiary eye-care business. Justify the
statement.
2. What are the reasons of poor performance of
Optical shop.
3. What are the agenda points that Dr Conoor wanted
to discuss with his staffs and why?
MODEL QUESTIONS
Goodlife Fitness Club:
1. Explain the importance of customer retention through a
numerical example.
2. What are the reasons of high customer churn at
Goodlife.
3. What were the employee benefit schemes present at
Goodlife.
4. What do you understand by predictive churn
management and how Goodlife wanted to adopt this
method.
5. What are the action areas that Goodlife management
thought of to improve the performance of the club.
MODEL QUESTIONS
Pamela Spensers – Is the customer always right?
1. “Customer is always right” : Write in favor of and
against this statement with reference to the case-
Pamela Spensers.
2. What are the actions that Pamela Spencers took to
improve the performance of HouseMart.
