Top 250+ Solved Service Marketing MCQ Questions Answer
Q. When there is little or no personal contract between customer and service provider. This is classified as
a. Low-contractservice
b. Medium-contractservice
c. High-contractservice
d. Intense-contractservice
Q. Select the name of the country having maximum percent of GDP attributed to service
a. United states
b. China
c. Germany
d. India
Q. Which of the following is not an element of physical evidence?
a. Employee dress
b. Employee training
c. Equipment
d. Facility design
Q. …………… is deference between customer expectations and perception.
a. Customer delight
b. Customer satisfaction
c. Customer gap
d. Supplier gap
Q. ……………. Is defined as the caring, individualized attention that the firm provides its customers
a. Empathy
b. Responsiveness
c. Sympathy
d. Assurance
Q. Which of the following is not a type of service encounters?
a. Remote encounters
b. Phone encounters
c. Face to face encounters
d. Check in encounters
Q. SSTs stands for …………….
a. Stable Service Technologies
b. Social Service Technologies
c. Smart Service Technologies
d. Self Service Technologies
Q. ……………… are the only service distributors which do not require direct human interaction
a. Electronic channels
b. SSTs
c. Direct service channels
d. Speculative channels
Q. Intangibility, perishability, inseparability& variability are the characteristics of
a. Product
b. Service
c. Goods
d. Both A&B
Q. One of the advantages of requiring employees to wear uniforms is that it reduces thecustomers’ perception of_______.
a. Intangibility.
b. Inseparability.
c. Heterogeneity.
d. Socialization.
Q. which of the following is not an advantage of requiring employees to wear uniforms?
a. Identifies the 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
Q. __________ is the study of the use of physical evidence to create serviceenvironments and their influence on the perceptions and behaviours of individuals
a. Ergonomics
b. Environmental psychology.
c. Physics
d. Physical sociology
Q. Direct labour cost and sales commissions cost incurred in services are calledas………..
a. Fixed costs.
b. Variable costs.
c. Average costs.
d. Marginal costs.
Q. The organization must effectively plan to ______ fear, uncertainty and doubts thatmight occur in the minds of customers during the course of acquisition.
a. Minimize
b. Maximize
c. Study
d. Balance
Q. Banking is the example of …………….
a. Production services
b. Business services
c. Consumer services
d. Govt. provided services