Top 250+ Solved Service Marketing MCQ Questions Answer
Q. Which pricing strategies encourage the customer to expand his/her dealings with theservice provider?
a. Relationship pricing
b. Price bundling.
c. Benefit-driven pricing.
d. Efficiency pricing.
Q. Do studies suggest that price is more likely to be used as a cue to quality under thefollowing conditions?
a. When alternatives are of bad products
b. When the company new to the market
c. When a price is the primary differential information available
d. When a customer does not have knowledge
Q. The primary role of a service firm for the customer in the communication mix is to ……
a. Confuse customers.
b. Inform and remind customers
c. Oppose the competitor s claim
d. Persuade the dealers.
Q. The plan for differentiating the firm from its competitors in consumers eyes is referredto as the firms
a. Communication mix
b. Positioning strategy.
c. Publicity.
d. Target marketing
Q. Differentiation approaches such as competence, courtesy, reliability, andresponsiveness are forms of
a. Product differentiation
b. Personnel differentiation
c. Image differentiation
d. Service differentiation.
Q. The appropriate communication content during the introduction stage of the productlife cycle would be
a. Informational.
b. Informational and persuasive
c. Persuasive.
d. Persuasive and reminder.
Q. Which of the following is not a communication objective during the maturity anddecline stages of the product life cycle?
a. Encourage repeat purchases
b. Provide ongoing contact with customers
c. Prepare the way for personal selling efforts
d. Express gratitude to the existing customer base.
Q. Which one of the following communication approaches would be appropriate duringthe growth and maturity stages of the product life cycle?
a. Informational.
b. Informational and persuasive
c. Persuasive.
d. Persuasive and reminder
Q. The primary objective of a firms communication mix during the pre-consumptionchoice stage is to
a. sell the product
b. Minimize the perceived risk associated with the purchase
c. Encourage repeat purchases
d. Persuasively convince customers why the firms brand is superior to the competitors
Q. The perceived consequences of a consumer s purchase decision are
a. Financial, social and performance
b. Social, ethical and performance.
c. Performance, social and ethical.
d. Ethical, social and psychological
Q. Tangible clues are more important when services are
a. Highly perishable.
b. Tangible dominant.
c. Intangible dominant
d. Heterogeneous
Q. Which of the following communication objectives becomes the most important duringthe post-consumption evaluation stage
a. Informing customers
b. Managing customer expectations.
c. Reducing consumer perceived risk
d. Persuading customers
Q. Branding of services becomes difficult because they are
a. Intangible.
b. Heterogeneous.
c. Perishable.
d. Inseparable.
Q. Word-of-Mouth communication 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 only offer one brand of service.
c. Service firms can seldom afford to pay for promotional efforts.
d. Service customers tend to rely more on non-personal than personal sources of information
Q. 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 product
c. Surround the product with tangible evidence.
d. Make sure the product is in the evoked set of