Which Of The Following Is Not S Characteristic Of A Good Service Guarantee?
Marketing Management, Service Marketing MCQs with Answers are suitable for grooming for various competitive and bookish exams like UGC, Net, BCOM, MCOM, MBA, BBA, and many other regular and distance pedagogy of SMU, JAMIA, DU, AMU, BHU, AIMA, AMITY, SCDL, etc.
To help you lot get started, we have compiled a list of 75 Marketing Management & Service Marketing MCQs with answers. These questions volition help you assess your skills and amend your performance in this important field.
Introduction to Marketing Management
Marketing Direction is one of the near important and complex business organisation functions. To be successful in this field, it is essential to take stiff marketing skills. Notwithstanding, even with a degree in marketing, information technology can be difficult to know which questions to ask in an interview or to answer on a resume.
i. Marketing management is the process of directing and managing the marketing activities of a business in club to achieve its strategic objectives.
i. Marketing management is the process of planning, implementing, and managing the marketing activities of a company to create customer demand and satisfy shareholders.
iii. The five major functions of marketing management are market research, market sectionalisation, product positioning, pricing, and promotion.
Brief Introduction to Service marketing
Service marketing is a marketing strategy that centers on creating and delivering superior client service. In order to be successful, service marketers must have a thorough agreement of the marketing management process.
1. Service marketing is a subset of marketing that focuses on the creation, delivery, and management of customer relationships in order to reach concern objectives.
2. Service marketing is a customer-focused approach to selling that focuses on creating customer experiences that are valuable and satisfying.
Marketing Management, Service Marketing MCQs
The following are some key questions you might exist asked on the Marketing Management service marketing MCQs:
1. Services marketing become difficult because of
A. Intangibility.
B. no need
C. More than complex market
D. Difficult to enter the market place
Evidence Answer Hide Answer
Reply: (A)
2. Which of the following businesses would exist characterized equally a pure service
A. Insurance
B. Farming.
C. Mining.
D. There is no such thing as a pure service
Answer: (D)
3. Which of the post-obit statements about the pricing of services (compared to the pricing of goods) is faux?
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. Comparison prices of competitors is more hard for service consumers
D. Consumers are less able to stockpile services by taking reward of discount prices
Answer: (B)
iv. Charging customers different prices for essentially the same service is called
A. Toll discrimination
B. Supply and demand.
C. Complementary
D. Substitutes.
Show Answer Hide Answer
Reply: (A)
5. Results in the practise of too narrowly defining one'southward business organisation
A. Services marketing
B. Marketing management
C. Marketing myopia
D. Customer experience
Reply: (C)
6. A heir-apparent'southward perception of value is considered a trade-off between
A. Product value and psychic cost.
B. Total customer value and total customer toll
C. Image value and energy cost
D. Service value and budgetary cost.
Answer: (D)
vii. Services are characterized by all of the following characteristics except for
A. Intangibility.
B. Homogeneity
C. Perishability.
D. Inseparability
Show Respond Hide Answer
Reply: (B)
eight. Of the four unique service characteristics that distinguish goods from services, the 1 that is the primary source of the other three characteristics is:
A. Intangibility
B. Inseparability.
C. Perishability.
D. Heterogeneity.
Answer: (A)
9. Services that occur without pause, confusion, or hassle to the customer is called
A. Seamless service
B. Service inspect.
C. Functional service
D. Departmental service
Show Answer Hide Answer
Answer: (A)
x. The mental energy spent by customers to acquire service is referred to every bit ___.
A. Image costs
B. Monetary toll.
C. Energy costs
D. Psychic costs.
Show Answer Hide Answer
Reply: (C)
11. The unique service characteristic that reflects the interconnection betwixt the service firm and its customer is called
A. Intangibility
B. Inseparability
C. Homogeneity
D. Perishability
Reply: (B)
12. Marketing bug acquired by inseparability include all of the following except for
A. The service provides a concrete connexion to the service
B. The involvement of the customer in the production process
C. Service standardization and quality control are hard to achieve.
D. The involvement of other customers in the production process
Show Answer Hide Answer
Respond: (C)
13. Which of the following statements pertain to inseparability is false?
A. Equally customer contact increases, the efficiency of the firm decreases.
B. Customers can affect the blazon of service desired
C. Customers tin affect the length of the service transaction.
D. Customers can affect the bike of need
Show Respond Hide Answer
Answer: (A)
14. The centralized mass production of services is difficult due to
A. Inseparability.
B. Intangibility.
C. Homogeneity.
D. Perishability.
Show Answer Hide Answer
Answer: (D)
fifteen. Solutions used to minimize the marketing bug attributed to heterogeneity include
A. Standardizing or customizing the service
B. Using multi-site locations
C. Stressing tangible clues
D. Appealing to different market segments with different demand patterns
Testify Answer Hide Answer
Reply: (A)
16. The unique service characteristic that deals specifically with the disability to inventory services are.
A. Inseparability
B. Intangibility
C. Homogeneity
D. Perishability
Show Answer Hide Answer
Answer: (D)
17. Which of the following strategies increases the supply of service bachelor to consumers?
A. The employ of artistic pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services
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Respond: (B)
18. Client satisfaction can exist 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
Show Answer Hide Reply
Respond: (C)
xix. The demand strategy in which service providers use their reanimation by marketing to different segments with different need patterns is associated with which of the following?
A. The apply of creative pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services
Answer: (C)
xx. The ___ dimension is an assessment of the firm's consistency and dependability in-service functioning
A. Empathy.
B. Responsiveness.
C. Assurance
D. Reliability.
Evidence Answer Hibernate Answer
Respond: (D)
21. Which of the post-obit would not exist considered a tangible inkling?
A. The appearance of employees
B. The appearance of the firm's physical facilities
C. The grinning on an employee's face
D. The quality of instruction in an educational setting.
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Answer: (D)
22. Minimizing the amount of role disharmonize and part ambiguity experienced by employees volition help reduce the size of this gap known as ___.
A. Knowledge gap.
B. Standards gap
C. Commitment gap.
D. Communications gap
Show Reply Hibernate Answer
Reply: (C)
23. Fixing the right cost for services offered is hard because ___
A. perishability.
B. heterogeneity.
C. inseparability.
D. intangibility.
Prove Reply Hibernate Answer
Reply: (D)
24. The world's largest industry in the individual sector and highest projected generator of jobs is ___
A. The hospitality industry
B. Health services
C. Professional person services.
D. Business services
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Answer: (D)
25. Focusing the business firm marketing efforts on the existing customer base is chosen
A. Excellent customer service
B. Conquest retention
C. Customer retention
D. Courteous retention
Answer: (C)
26. The pursuit of new customers, every bit opposed to the retention of existing ones, is called
A. Services marketing
B. B2B marketing
C. Conquest marketing
D. Consumer marketing
Show Answer Hide Respond
Answer: (C)
27. The consumer determination procedure consists of
A. Stimulus, trouble 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 mail service-purchase behavior
Answer: (B)
28. Which of the post-obit statements is not true?
A. Service purchases are perceived equally riskier than goods purchases
B. The participation of the consumer in the service process increases the corporeality of perceived run a risk.
C. The variability in services increases the perceived risk associated with the Purchase
D. Consumers of services have less pre-purchase information versus goods
Evidence Respond Hibernate Reply
Answer: (B)
29. Service consumers tend to be more brand loyal than goods consumers because
A. More than choices are bachelor
B. Brand loyalty lowers the corporeality 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)
30. Competitor intelligence should exist gathered
A. One time a year.
B. Twice a year.
C. Continuously
D. When contest is more.
Bear witness Reply Hide Answer
Respond: (C)
31. Which of the following is not a benefit of customer satisfaction?
A. The firm is more insulated from price competition.
B. The business firm provides a positive piece of work environment for its employees
C. Positive give-and-take-of-oral fissure is generated from satisfied customers
D. Satisfied customers make purchases more often
Answer: (B)
32. The service manufacture has several emerging trends that organizations need to exist aware of. Which of these should organizations keep a scout for?
A. New competitors entering the marketplace
B. Advances in the internet
C. Heightened client expectations
D. Advances in due east-commerce.
Show Answer Hibernate Answer
Reply: (A)
33. The zone of tolerance is defined by the difference betwixt
A. Expected service and desired service.
B. Predicted service and desired service
C. Desired service and adequate service.
D. Predicted service and perceived service
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Respond: (D)
34. Customers ultimately make up one's mind the services past ___
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.
Respond: (B)
35. During a service recovery effort, the employee promptly refunded the client'southward money but threw the coin at the client. Every bit a result, the recovery effort violated the customers ___ justice need
A. Interactional
B. Upstanding.
C. Social.
D. Procedural
Show Respond Hibernate Answer
Reply: (C)
36. Soft technologies refer to
A. Flexible rules that can exist bent to come across client 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)
37. The ___ is calculated by dividing the action time by the number of locations at which the activity is performed.
A. Service cost per meal
B. Maximum output per hr
C. Process time.
D. Action time.
Bear witness Reply Hide Answer
Respond: (C)
38. 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. Segment 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 the service execution.
Prove Reply Hibernate Answer
Answer: (C)
39. A book-oriented positioning strategy is achieved past
A. Reducing divergence.
B. Increasing complexity
C. Reducing complication.
D. Increasing divergence
Show Answer Hide Answer
Reply: (D)
forty. A buyers perception of value is considered a trade-off between
A. Product value and psychic cost
B. Total customer value and total customer price.
C. Epitome value and energy price
D. Service value and monetary cost.
Testify Answer Hide Respond
Reply: (D)
41. Total customer value consists of all of the following components except
A. Product value.
B. Service value.
C. Paradigm value
D. Personnel value.
Show Respond Hide Answer
Reply: (D)
42. Total client cost consists of all of the post-obit components except
A. Monetary cost
B. Social cost.
C. Time toll.
D. Energy cost.
Reply: (B)
43. Which of the following statements virtually the pricing of services (compared to the pricing of goods) is false?
A. The need for services tends to be more elastic than the demand for goods
B. Cost-oriented pricing is more than hard for services
C. Comparing the prices of competitors is more difficult for service consumers.
D. Cocky-service is a viable competitive alternative.
Testify Answer Hide Respond
Answer: (D)
44. ___ is a firm view toward planning its operations co-ordinate to market needs
A. Marketing orientation
B. Marketing functions.
C. Marketing department.
D. Marketing forecast.
Reply: (A)
45. Which of the following is not a criterion for effective price bigotry?
A. The segments should exist identifiable, and a mechanism must be to cost them differently.
B. Different groups of consumers should take similar responses to cost.
C. Segments should be large enough to exist profitable
D. Incremental revenues should exceed incremental costs.
Evidence Answer Hibernate Respond
Answer: (B)
46. Service firms oftentimes notice 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
Prove Reply Hibernate Answer
Answer: (D)
47. Client frustration resulting from receiving poor service is most similar to
A. Prototype costs.
B. Monetary price
C. Free energy costs.
D. Psychic costs.
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Answer: (D)
48. Among many services, the need for medical services tends to be ___.
A. Inelastic.
B. Elastic.
C. Substitute demand
D. Price cantankerous elastic demand
Answer: (A)
49. Customer competencies can be described equally
A. Consumer expectations pertaining to the service delivery process and the final outcome
B. Customer perceptions regarding the quality of the outcome
C. Customer abilities that enable them to properly evaluate the servicescape.
D. The power to interact effectively with other
Show Answer Hide Answer
Answer: (C)
50. Costs that are planned and are accrued during the operating period regardless of the level of production and sales are called
A. Directly variable costs
B. Stock-still costs.
C. Average costs
D. Marginal costs.
Show Answer Hide Answer
Answer: (B)
51. The technique that allows consumers to either buy Service A and Service B together on buy i service separately is called
A. Long-term bundling
B. Mixed bundling
C. Price bundling.
D. Product bundling
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Answer: (C)
52. Which pricing strategies encourage the customer to expand his/her dealings with the service provider?
A. Human relationship pricing
B. Cost bundling.
C. Benefit-driven pricing.
D. Efficiency pricing.
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Reply: (A)
53. Do studies suggest that price is more likely to be used every bit a cue to quality under the following conditions?
A. When alternatives are of bad products
B. When the company is new to the market
C. When a price is the chief differential data available
D. When a customer does non accept knowledge
Show Answer Hibernate Answer
Answer: (C)
54. The primary function of a service business firm for the client in the communication mix is to ___.
A. Misfile customers.
B. Inform and remind customers
C. Oppose the competitor due south claim
D. Persuade the dealers.
Answer: (B)
55. 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)
56. Differentiation approaches such every bit competence, courtesy, reliability, and responsiveness are forms of
A. Production differentiation
B. Personnel differentiation
C. Image differentiation
D. Service differentiation.
Show Answer Hide Answer
Reply: (B)
57. The appropriate communication content during the introduction stage of the product life cycle would be
A. Advisory.
B. Informational and persuasive
C. Persuasive.
D. Persuasive and reminder.
Bear witness Answer Hibernate Answer
Answer: (B)
58. Which of the following is not a communication objective during the maturity and decline stages of the product life cycle?
A. Encourage repeat purchases
B. Provide ongoing contact with customers
C. Prepare the mode for personal selling efforts
D. Express gratitude to the existing customer base of operations.
Testify Answer Hide Respond
Reply: (B)
59. Which i of the following communication approaches would be advisable during the growth and maturity stages of the production life cycle?
A. Advisory.
B. Informational and persuasive
C. Persuasive.
D. Persuasive and reminder
Reply: (D)
threescore. The chief objective of a firms communication mix during the pre-consumption choice stage is to
A. sell the production
B. Minimize the perceived adventure associated with the buy
C. Encourage repeat purchases
D. Persuasively convince customers why the firms brand is superior to the competitors
Evidence Answer Hide Respond
Answer: (D)
61. The perceived consequences of a consumer s purchase decision are
A. Financial, social, and performance
B. Social, ethical, and functioning.
C. Performance, social and ethical.
D. Upstanding, social and psychological
Evidence Answer Hide Answer
Answer: (A)
62. Tangible clues are more important when services are
A. Highly perishable.
B. Tangible dominant.
C. Intangible dominant
D. Heterogeneous
Respond: (C)
63. Which of the post-obit communication objectives becomes the most of import during the post-consumption evaluation stage
A. Informing customers
B. Managing customer expectations.
C. Reducing consumer perceived gamble
D. Persuading customers
Testify Answer Hide Reply
Answer: (C)
64. Branding of services becomes difficult because they are
A. Intangible.
B. Heterogeneous.
C. Perishable.
D. Inseparable.
Testify Respond Hide Answer
Answer: (A)
65. Word-of-Mouth advice networks are particularly important for service firms because
A. Service customers tend to rely more on personal than the non-personal source of information
B. Service firms simply offering one brand of service.
C. Service firms tin seldom afford to pay for promotional efforts.
D. Service customers tend to rely more on non-personal than personal sources of information
Prove Respond Hide Reply
Answer: (A)
66. 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 production
C. Environs the product with tangible prove.
D. Make sure the production is in the evoked prepare of
Answer: (C)
67. ___ is an overall favorable impression or unfavorable impression based on the early stages of the service encounter.
A. Cognitive dissonance.
B. Environmental stimulus
C. Visual pathway.
D. Halo upshot.
Show Answer Hibernate Reply
Answer: (D)
68. The advantage that East-marketing communications carries are ___.
A. Reaching a widely dispersed audition.
B. Being cost-effective.
C. Being personalized.
D. More customer satisfaction.
Evidence Answer Hibernate Respond
Answer: (A)
69. A disadvantage of e-marketing is
A. High cost.
B. Depression achieve.
C. Loss of personal contact
D. Less satisfaction.
Bear witness Reply Hide Reply
Respond: (C)
70. Which of the following is non a component of the service house's concrete testify?
A. Parking.
B. Employee appearance
C. Billing statements.
D. In-house procedure equipment
Show Answer Hide Answer
Respond: (D)
71. One of the advantages of requiring employees to wearable uniforms is that information technology reduces the customers' perception of ___.
A. Intangibility.
B. Inseparability.
C. Heterogeneity.
D. Socialization.
Answer: (C)
72. which of the following is non an reward of requiring employees to wear uniforms?
A. Identifies the business firm's personnel
B. Provides price expectations to customers.
C. Implies a coherent group structure
D. Provides a physical symbol that embodies the group's ideas and attributes
Show Reply Hibernate Answer
Answer: (B)
73. ___ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviors of individuals
A. Ergonomics
B. Environmental psychology.
C. Physics
D. Physical sociology
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Answer: (B)
74. Direct labour cost and sales commissions price incurred in services are called ___
A. Stock-still costs.
B. Variable costs.
C. Average costs.
D. Marginal costs.
Show Answer Hide Respond
Answer: (B)
75. The organisation must effectively plan to ___ fear, uncertainty, and doubts that might occur in the minds of customers during the course of conquering.
A. Minimize
B. Maximize
C. Study
D. Balance
Bear witness Respond Hide Answer
Answer: (A)
Multiple pick questions on consumer behavior
Determination:
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Marketing Management & Service Marketing MCQs: Quiz
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Which Of The Following Is Not S Characteristic Of A Good Service Guarantee?,
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