Top 250+ Solved Services Marketing MCQ Questions Answer
Q. Which of the following is not a benefit of direct distribution of services?
a. Control over operations
b. Healthy customer relationships
c. Flexibility
d. Reduced risk
Q. In planning a service process, a service provider takes all the following importantdecisions except
a. Conversion process
b. Legal restrictions
c. Flow of process
d. Layout design
Q. Which of the following is not an element of blueprinting in a service process?
a. Onstage employee actions
b. Line of visibility
c. Customer role
d. Support processes
Q. Which of the following is not an influencing factor in process efficiency?
a. Technology
b. External environment
c. Planning
d. Location and décor
Q. Which of the following is not a major element of physical evidence?
a. Conduct of support staff
b. Price of service
c. Physical environment
d. Conduct of service personnel
Q. The importance of physical environment as an element of physical evidence springsforth through all of the following except
a. Layout
b. Communications
c. Atmosphere
d. Aesthetics
Q. Which of the following may not be an objective of focusing on physical evidence bya service firm?
a. Differentiation from competitors
b. Increased productivity
c. Creating a good impression
d. Creating awareness about its services
Q. Which of the following is not a type of demand-based pricing strategy?
a. Market skimming
b. Penetration pricing
c. Destroyer pricing
d. Discounts and sales
Q. Which of the following is not an essential step in building a service blueprint?
a. Identifying process
b. Identifying customer segment
c. Mapping customer’s view
d. Mapping complexities
Q. Which of the following factors does not influence service delivery?
a. The service provider
b. The level of customer interaction
c. The complexity of the service
d. The legal aspects connected to it
Q. Which of the following groups is called boundary spanners?
a. Top management
b. Front line employees
c. Market research analysts
d. All the above
Q. Which of the following initiatives will not help a company retain the best people?
a. Treat employees as customers
b. Measure and reward strong service performance
c. Include employees in the company’s vision
d. Provide supportive technology and equipment
Q. Which of the following is not a cost-based pricing?
a. Cost-plus pricing
b. Contribution pricing
c. Working back method
d. Penetration pricing
Q. Which among the following is not one of the requirements for effective segmentationof markets?
a. Measurability
b. Accessibility
c. Substitutability
d. Validity
Q. What is the process of offering customized services to individual customers by using flexible processes, without foregoing the advantages of mass production?
a. Market specialization
b. Full market coverage
c. Mass customization
d. Mass marketing