Top 250+ Solved Services Marketing MCQ Questions Answer
Q. Identify the risk that arises from a bad product/service choice, that harms one’sself image.
a. Psychological risk
b. Physical risk
c. Social risk
d. Time risk
Q. The ability of the service provider to accurately perform the promised service is referred to as: -
a. Assurance
b. Responsiveness
c. Reliability
d. Tangibles
Q. Which of the following is not an external factor that influences consumer behavior?
a. Social class
b. Culture
c. Service personnel behavior
d. Reference groups
Q. Which of the following is not a factor that will influence customer satisfaction ordissatisfaction during the service encounter?
a. Spontaneity
b. Image
c. Empathy
d. Recover
Q. ……….is the difference between customer expectations and perceptions.
a. Customer Delight
b. Customer Satisfaction
c. Customer Gap
d. The supplier Gap
Q. Which of the following is difficult to evaluate?
a. Jewellery
b. Auto repair
c. Furniture
d. Clothing
Q. Evaluation of Medical Diagnosis service is mainly depends on
a. High in experience quality
b. High in credence quality
c. High in search quality
d. Both a and c
Q. The level of service consumers actually expect from a service firm is the:
a. Adequate service level.
b. Desired service level.
c. Ideal service level.
d. Predicted service level
Q. Consumer behaviour is a term that refers to
a. Organizational and institutional buying behaviour
b. Organizational and consumer buying behaviour
c. Commercial and government buying behaviour
d. Individual and/or household buying behavior
Q. Which of the following is NOT an example of consumer behaviour:
a. Claire buying a new car
b. Ashley buying a new home theatre/cinema system
c. Sarah deciding on a college or university to attend
d. Marcus ordering a new computer system for his work
Q. Which of the following is NOT an internal factor that influences the consumer product acquisition process include
a. Learning
b. Family
c. Self-concept
d. Perceptions
Q. With respect to consumer behaviour, one's friends, and relatives could be considered a:
a. Impersonal influence
b. Reference group influence
c. Perceptual influence
d. Institutional influences
Q. With respect to consumer behaviour, the function of one's perceptions, learning and memory processes is to:
a. Attend to messages
b. Filter messages
c. Store messages
d. All of the above
Q. Which of the following is typically NOT a result of recognizing the importance of ethnic groups by marketers?
a. Use of an undifferentiated one-size-fits-all marketing strategy
b. Different pricing strategies for different groups
c. Variations in product offerings to suit the wants of a particular group
d. Study of ethnic buying habits to isolate market segments
Q. The single group within society that is most vulnerable to reference group influence is
a. The older consumer who feels somewhat left out of things
b. Married women, many of whom feel a need for stability in their lives
c. New immigrants who really want to assimilate into their new culture
d. Children, who base most of their buying decisions on outside influences