MBA 403M - SERVICES MARKETING Question bank for online IV mid semester examinations

1. A service is any activity or benefit that one party can offer to another which is essentially
------------. (a) Intangible (b) does not result in ownership (c) both (a) & (b) (d) None of the above ( c )

2. The external or the macro environment of a service firm consists of --------.

( (a) (b) (c) (d) (a) (b) (c) (d) social cultural factors legal factors political factors All the above ( d ) consumption beliefs values age composition ( a ) d )

3. Demographic changes consists of ---------------

4. Interactive marketing is between ----------- and --------------.

(a) company, customers (b) employees, customers (c) company, employees (d) employees, channel partners

5. Existing and prospective customers as well as intermediaries are the main reason for the existence of the service firm, the source of its revenues in --------------. ( c ) (a) influence markets (b) recruitment markets (c) customer markets (d) referral markets

6. BPO means -----------------(a) (b) (c) (d) Buyer Process Outsourcing Business Process Outsourcing Business Profit Out sourcing Business People Outsourcing

7. ----------- is a competitive strategy where a service firm seeks to be a low cost producer, satisfying a broad market base with a standard service product. ( a ) (a) cost leadership (b) differentiation (c) focus (d) competitive advantage

8. ------------- result in the formation of entirely new service firms, whose ownership is a
shared arrangement. (a) Diversification strategy (b) Horizontal Integration (c) Vertical Integration (d) Joint Ventures ( d )

9. Personal selling process consists of ------------ stages.

(a) 8 (b) 7 (c) 6 (d) 5 10. Buy space and set up displays or stalls to demonstrate is called as

( d

( (a) (b) (c) (d) demonstrations brochure trade fairs hoarding ( (a) (b) (c) (d) supply marketing logistics transportation in bound logistics

11. Delivering the completed product to customers and intermediaries is called as

b )

12. Personal selling is described as the act of persuading the customer to buy a product, through ----------------. ( c ) (a) External communication (b) Internal communication (c) Personal communication (d) None of these

13. ----------- is the first step in the selling process. (a) Personal approach
(b) sales presentation (c) prospecting (d) negotiation

14. Low involvement service products -------------------.

(a) (b) (c) (d) (a) (b) (c) (d) does not reflect a consumers personality complexity of features large differences in features high perceived risk ( d

15. The service marketing triangle consists of -------------company employees customers all the above

16. ------------ is the paid form of non-personal presentation of ideas through an identified
sponsor. (a) advertising (b) brochure (c) propaganda (d) personal selling ( a )

17. Sales people matches the --------------- of their offering to the specific needs of a client.
( (a) (b) (c) (d) benefits wants both none of these ( b ) a )

18. The level of service the customer will accept is

(a) (b) (c) (d) desired service adequate service expected service zone of tolerance

19. Customer perception meets the customer expectation is called as ------------. ( b (a) customer orientation (b) customer satisfaction (c) personal selling (d) customer delight

20. Service marketing triangle consists of ----------.

(a) company-customers-employees (b) company-employer-employees (c) company-customers-society

(d) society-customers-employees

21. Service is -------------- activity.

(a) (b) (c) (d) tangible intangible physical chemical

22. Actual performance against the planned measurement is called as ---.( c ) (a) service measurement (b) performance evaluation (c) performance measurement (d) performance appraisal

23. The activities from the management of raw materials to delivery of the final product to
customer are called as -------------. (a) Customer relationship Management (b) Logistics management (c) Material management (d) Supply chain management ( b )

24. The physical distribution can

(a) (b) (c) (d) computerized system standardized packaging material handling all the above

be improved by -----------.

( d

25. The level of service the customer hopes to service is called as -----. ( a ) (a) desired service (b) adequate service (c) zone of tolerance (d) expected service

26. The model rests on the human ability is ------------ model.

(a) (b) (c) (d) psycho analytical sociological systems learning

( d

27. John Howard and Jagadish sheth put forward the Howard and Sheth model in their
publication entitled the theory of Buyer Behavior in ---------- ( (a) 1969 (b) 1979 (c) 1989 (d) 1959 a )

28. According to Levitt the goods are classified in to search goods and ----------- goods.
( (a) (b) (c) (d) prior purchase pure tangible experienced ( c ) d )

29. Rathmell suggested the exclusion of the following activity from the scope of the term
services. (a) non-economic transactions (b) voluntary organizations (c) Both (a) & (b) (d) None of the above

30. ----------------- develops services that meet each customers individual needs. (a) Standardization ( b ) (b) customization (c) creative pricing (d) reservation system

31. The stimulus in consumer decision process may be -------------. ( d

(a) (b) (c) (d) commercial cue social cue physical cue all the above ( a

32. Attribute that can be determined prior to purchase-------------. (a) search attribute (b) experience attribute (c) credence attribute (d) None of the above

33. The service gap, is between customers expectations of service and their ------ of service. ( c ) (a) Service quality (b) Customer satisfaction (c) Perception (d) Reliability 34. General Agreement on Trade in Services identified as many as ----------- activities. ( c ) (a) 157 (b) 156

(c) 155 (d) 154

35. Service failure types are ------------. (a) Service delivery system failures
(b) Customers needs requests (c) Problematic customers (d) All the above

( d

36. ------------------ are the complaints expressed for the purpose of altering an undesirable state of affairs. ( b ) (a) Ostensive complaints (b) Instrumental complaints (c) Reflexive complaints (d) Non-instrumental complaints

37. Focusing the firms marketing effort towards the existing customer base is called as
-----------. (a) customer retention (b) customer satisfaction (c) customer expectation (d) customer perception ( a )

38. ---------------- is the union of customer service, quality and marketing. ( c (a) After marketing (b) Frequency marketing (c) Relationship marketing (d) Niche marketing

39. Degrees of freedom service personnel are allowed when providing the service is called ----------. ( b ) (a) complexity (b) divergence (c) positioning (d) specialization

40. Price determination is based on -------------.

(a) demand (b) cost (c) product (d) All the above

41. In which promotional activity an individual sales person sells a product/service to

consumer? (a) publicity (b) advertising (c) personal selling (d) publicity ( c )

42. Services are ---------------.

(a) (b) (c) (d) perishable non-perishable homogenous tangible ( b

43. Service marketing mix contains how many components? (a) 4 (b) 7 (c) 9 (d) 5

44. The difference between customer expectations and perception is called ----------.
( (a) (b) (c) (d) (a) (b) (c) (d) (a) (b) (c) (d) customer gap customer acceptance customer satisfaction customer delight ) 3 4 6 2 ( a ) In bound logistics Out bound logistics Marketing logistics None of the above ( (a) (b) (c) (d) publicity personal selling exhibitions propaganda c ) a )

45. How many types are there in service encounter? ( a

46. Transport of raw materials will come under--------.

47. In which communication mix buying space & set up displays to demonstrate?

48. Consumer behavior stage consists of

(a) (b) (c) (d) (a) (b) (c) (d) (a) (b) (c) (d) product pre-purchase stage place process

------------- stage.

49. Dual customer expectation levels are ------------ & ------------.

desired service, adequate service desired service, transportation service desired service, personal service desired service, advertising service

50. Service marketing mix consists of -----------------.

product & place price & people physical evidence, promotion & process All the above

( d

51. How many stages are there in personal selling process? (a) 4 (b) 3 (c) 5 (d) 6

( c )

52. Industrial channel management consists of ----------.

(a) (b) (c) (d) direct channel indirect channel Both (a) & (b) None of these

( c

53. Not knowing what customers expect is which type of Gap ---------. ( a ) (a) Gap 1 (b) Gap 2 (c) Gap 3 (d) Gap 4 54. In services marketing triangle, Internal marketing is placed between ---------. ( c ) (a) between company & customers (b) between employee & customer (c) between employee & company (d) None of these

55. The extent to which customers recognize and willing to accept the variation is called
-------------. (a) desired service (b) zone of tolerance (c) adequate service (d) quality of service ( b )

56. Indirect channel includes----------.

(a) (b) (c) (d) (a) (b) (c) (d) distributors agents commission merchants all the above ( c

57. The Gap 4 model is ----------------------.

Not knowing what customer expect Not selecting the right services Not matching performance to promises Not developing the service up to standards

58. The level of service the customer will accept is known as -----------.( c ) (a) desired service (b) quality service (c) adequate service (d) expected service 59. Service is a ----------. (a) A thing (b) An activity (c) A process (d) Both b& c ( d )

60. While determining the advertising budget, the method based on affordability is -----------. ( c (a) percentage of sales (b) objective & task (c) all-you-can-afford (d) competitive parity 61. ------------ is the willingness to help customers and to provide prompt service. (a) Empathy ( c (b) tangibility (c) responsiveness (d) courtesy

62. Which of the following is the characteristic feature of service --------.( d )

(a) intangible (b) inseparability (c) heterogeneity (d) all the above 63. Aesthetics refers to ----------- ideas about beauty and good taste. (a) technological (b) cultural (c) innovative (d) social ( b )

64. The primary goal of Relationship marketing is ------------. ( a ) (a) To build & maintain a base of committed customers who are profitable for the
organization. (b) To deceive the customers (c) To disturb the customers by offering less quality products (d) To offer the products for higher prices 65. The employee response to customers specific needs and requests is called---( c (a) closing encounter (b) spontaneous encounter (c) adaptability encounter (d) none of these 66. Service quality and service satisfaction depend upon the -------------. ( (a) (b) (c) (d) (a) (b) (c) (d) service quality service quantity objective criteria perception of customer ( b ) making direct sales obtaining new product ideas both (a) & (b) None of these d ) )

67. The advantage of organizing exhibition is --------------.

68. Logistics means--------------.

(a) Physical distribution (b) Psychological distribution (c) Social distribution (d) General distribution 69. JIT means---------. (a) Just in time (b) Just in truth (c) Just in transport (d) Just in team

70. When customer service is more than customers expectations, that situation is called -------------. ( c ) (a) customer perception (b) customer satisfaction (c) customer delight (d) customer attitude 71. Trade fair is a ------------- activity. (a) advertising activity (b) sales promotion (c) personal selling (d) publicity ( b )

72. Services -------------. (a) can be kept in stock (b) cant be kept in stock (c) homogenous (d) separable
service encounter is called ----------. (a) phone encounter (b) face-to-face encounter (c) remote encounter (d) none of these called ----------. (a) Gap 1 (b) Gap 2 (c) Gap 3 (d) Gap 4 ( d ( c

73. If there is no personal contact between the employee and customer, then these type of
)

74. The difference between service delivery and external communication with customer is
)

75. Comparing actual performance with the standards is called -----------.( d ) (a) Co-ordinating (b) Directing (c) Monitoring (d) Controlling
76. Elements of customer service involves in -----------. (a) pre-sale service (b) guarantee service (c) industrial service (d) physical service 77. Poor delivery of service quality is ------ Gap model. (a) Gap 1 (b) Gap 2 (c) Gap 3 (d) Gap 4 ( a )

( c

78. Gap 5 includes-----------. ( b (a) differences between customer expectations and management ideas (b) differences between expected & perceived quality (c) poor delivery of services (d) None of these ----------. (a) service quality (b) Service encounter (c) Customer service (d) Customer expectations ( b )

79. The period of time during which customers interact directly with a service is known as

80. Identifying the potential customers in personal selling is known as -------. ( a (a) (b) (c) (d) Prospecting Sales call Making first contact Closing the sale ( (a) (b) (c) (d) 40% 30% 20% 10% ( a ) d ) )

81. The advertising expenditure for Industrial Advertising constitutes----------.

82. In Globalization the business operates ---------. (a) Across the national boundaries (b) Within the national boundaries

(c) Both (a) & (b) (d) None of these 83. International insurers often derive a significant part of their business from ------operations. ( b ) (a) National (b) International (c) Local (d) Rural

84. Life Insurance business was nationalized in the year------------.

(a) (b) (c) (d) (a) (b) (c) (d) 1954 1955 1956 1957 mortality expense intense All of the above

85. Factor that determines premium rated in a life insurance plan is ----- ( d )

86. A potential channel that reduces the need for an owned distribution network is called --------------. ( b ) (a) relationship marketing (b) worksite marketing (c) social marketing (d) meta marketing

87. The key input of the hospital is the ----------.

(a) Doctor (b) Staff (c) Patient (d) Administration

( c

88. The system that effect patient is ------------.

(a) Environmental system (b) Social system (c) Cultural system (d) All the above

89. In health care services, the smallest unit covers the jurisdiction about 100 km is called ---------------. ( a ) (a) Health Centre (b) Health Unit (c) Polyclinic (d) Divisional hospitals 90. Freight transportation in India is mainly dependent on -------. (a) Railways (b) Roadways (c) Both (a) & (b) (d) None of the above ( c )

91. ------------- can help in optimizing the logistics costs in international markets which are witnessing major changes. ( a ) (a) Containerization (b) Penetration (a) Consolidation (d) Physical distribution 92. In transportation service, the critical group of decision maker is -----------. ( b ) (a) service provider customer (c) government (d) society 93. ----------- services are the growth opportunities for the new millennium. ( b ) (a) Traditional services (b) IT enabled services (c) Both (a) & (b) (d) None of the above 94. Telecom links contain the services like ---------. (a) Call centers (b) Financial accounting services (c) Engineering design (d) All the above ( d )

(b)

95. Which is not the advantage of Medical Transcription? (a) Decreased productivity (b) Document accuracy (c) Improved reimbursement (d) Increased communication 96. TQM means-------------. (a) Total Query Management (b) Total Quantum Management (c) Total Quality Management (d) Time Quality Management

97. ---------- is accurate and swift conversion of medical records dictated by doctors or other medical professionals in to electronic form. ( b ) (a) Medical examination (b) Medical transcription (c) Medical report (d) Medical terminology 98. Arbiter on quality means-----------. (a) Customer (b) Doctor (c) Service provider (d) Service 99. Marketing activity that focuses on customer retention is called ( (a) Transaction Marketing (b) Transformational Marketing (c) Niche marketing (d) Relationship Marketing 100. Relationship Marketing philosophy is -------------. (a) To acquire customers (b) To retain customers (c) To do business with only profitable customers (d) All the above ( d ( a )