Top 250+ Solved Service Marketing MCQ Questions Answer
Q. …………… describes the employees skill in serving the client
a. Internal marketing
b. External marketing
c. Interactive marketing
d. Relationship marketing
Q. If a firm is practicing …………… the firm is training and effectively motivating its customer-contractemployees and all of the supporting service people to work as a team to provide customer satisfaction
a. Double-up –marketing
b. Internal marketing
c. Interactive marketing
d. Service marketing
Q. According to parasuraman, Zeithml and Berry, the most important determinate of service quality
a. Responsiveness
b. Reliability
c. Assurance
d. Empathy
Q. ………….. is the tool for simultaneously depicting the service process, the point of customer contractand the evidence of the service from the customer point of view
a. Front of planning
b. Service blue printing
c. Service standardization
d. None of these
Q. Service is delivered within the marketing environment. The macro environment can be analyzed usingwhich of the following tools?
a. SWOT
b. PEST
c. TOWS
d. None of these
Q. Servicescape refers to
a. Service landscape
b. Service factory
c. Place where the service is delivered
d. Beautiful landscape
Q. Service sector comes under which sector of the economy?
a. Primary
b. Secondary
c. Tertiary
d. None of these
Q. Value-added service means
a. Additionalservices
b. Better value at a premium
c. Costlier services
d. Better value at a discount
Q. Which one is the reason behind the growth of services
a. Rapid urbanization
b. Changing role of women
c. IT revolution
d. All of the above
Q. ………… describes the employees skill in serving the client
a. Internal marketing
b. External marketing
c. Communicating
d. Service marketing
Q. Which of the following is not generally accepted as being part of the extended marketing mix forservice?
a. Product
b. Price
c. Practice
d. place
Q. In the service system, customers may specify their needs and expectations to the service provider, suchexpectations are called ……………?
a. Feed back
b. Feed forward
c. Both A&B
d. None of these
Q. Which of the following is not an element of physical evidence ?
a. Motivation
b. Team work
c. Customer training
d. Flow of activities
Q. Added features to an offering are called …………… service features?
a. Perceived
b. Primary
c. Secondary
d. Expected