Top 250+ Solved Services Marketing MCQ Questions Answer
Q. Which of the following is not a strategic management task of a retailer?
a. Identifying target markets
b. Inventory management
c. Store design and layout
d. Pricing decisions
Q. Which is the nearest in meaning to the word ‘Augmented Service’
a. Supplementary Service
b. Increased Service
c. Support Service
d. Auxiliary Service
Q. Most service marketers in the west compete at ___product/service level
a. Core
b. Augmented
c. Expected
d. Tangible
Q. The stage of the service life cycle in which marketers become more cost conscious is:
a. Maturity
b. Introduction
c. Decline
d. Growth
Q. Branding in a service can be developed through various ways. Music World outlets run by franchisees are anexample of
a. Manufacturer branding strategy
b. Licensed branding strategy
c. Multi-product branding strategy
d. Multi-branding strategy
Q. Qatar Airways’ first-class passengers sit in a semi-private pear-wood berth that convert into a bed, thusproviding more comfort on long flights. This service is an example of theairlines
a. Standardized service
b. Core service
c. Customized service
d. Supplementary service
Q. In Arab countries like Saudi Arabia, charging interest on a loan is against the “Muslim law”. Therefore, banksoperating in these countries customize their product offering as per the local requirements. Which parameter ofassessing globalization level of a firm does this example explain?
a. Responding to changes in environment
b. Achieving desirable balance between globalization and customization
c. Presence in strategic markets
d. Consistency in quality and pricing of services
Q. The __________ concept holds that consumers will favor those products that offer the most quality, performance, or innovative features.
a. Production
b. Product
c. Selling
d. Marketing
Q. The additional consumer service and benefits built around the actual product is known as
a. Core product
b. Expected product
c. Augmented product
d. Basic product
Q. Which of the following statements best reflects the definition of a product?
a. A product is anything that is offered to the market for attention
b. Services are intangible and do not result in the ownership of anything
c. Organizations tend to compete at the augmented product level
d. All of the above statements are true vis-à-vis definition of a product.
Q. Heterogeneity of services among telecom service providers makes which method ofpricing a major problem?
a. Demand based pricing approach
b. Competition based pricing approach
c. Perceived value based pricing approach
d. Costing based pricing approach
Q. The consumer management areas of particular importance to service marketers are:
a. Managing customer participation
b. Managing customer waits
c. Managing uncooperative customers
d. Customer relationship management (CRM)
Q. Efforts to transform customers into partial employees should not be interpreted as the firm’sway of distancing itself from the customer. This is consistent with which of the followingguidelines for increasing customer participation:
a. Develop customer trust
b. Promote the benefits and stimulate trial
c. Understand customer habits
d. Pretest new procedures
Q. Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich of the following guidelines for increasing customer participation:
a. develop customer trust
b. promote the benefits and stimulate trial
c. understand customer habits
d. pre-test new procedures
Q. Part of the problem when transforming from full-service to self-service is that the new proceduresthemselves are flawed and/or difficult to understand. Of the guidelines presented below, which wouldminimize this type of problem from occurring? This is consistent with which of the following guidelines for increasing customer participation:
a. develop customer trust
b. promote the benefits and stimulate trial
c. understand customer habits
d. pre-test new procedures