Top 250+ Solved Services Marketing MCQ Questions Answer
Q. Which level of investment in customer relationship building typified by the company like dell.com working continuously with their customers to discover ways to perform better?
a. Reactive Marketing
b. Accountable Marketing
c. Proactive Marketing
d. Partnership Marketing
Q. The tourism industry is dependent on various factors like the location of the country, its culture and tradition, thesocial and political status etc. This dependency has resulted in some unique characteristics or features of theindustry. Which of the following are the characteristics of tourism industry?I. Stable location. II. Intangibility. III. Huge financial investments. IV. Stable demand.
a. Both (I) and (III) above
b. Both (II) and (IV) above
c. (I), (II) and (III) above
d. (I), (III) and (IV) above
Q. A service organization can deliver quality service to its customers if it follows a systematic method in identifyingthecustomers‘ needs. Christopher Lovelock suggested that the various supplementary services offered acrossvarious industries can be grouped into eight categories. Which of the following is not one of these categories?
a. Order-giving
b. Hospitality
c. Consultation
d. Safekeeping
Q. Airlines can try to influence demand for their products and control the perishability characteristic of service by:
a. Creating a slogan that focuses on service reliability
b. Doing away with the poor image of airplane food
c. Offering roomier seats
d. Cultivating non-peak demand
Q. A customer comes to a restaurant and demands a table facing the street which is alreadyoccupied for the evening. The Floor Manager’s ability to deal with the customer is anexample of the restaurant’s ability in:
a. Recovery
b. Adaptability
c. Level of trust
d. Coping
Q. The relationship between a company and its customers needs to be mutually rewarding and fulfilling. Which ofthe following is not the four R‘s of rewarding relationships?
a. Realization
b. Reimbursement
c. Relevance and respect
d. Response
Q. To produce a better match between the number of people who want to eat at a restaurant on weekends and the availability of food and personnel to provide service to those people, a restaurant can:
a. Use a price equilibrium strategy
b. Eliminate the reservation system
c. Eliminate complementary services
d. Hire part-time employees
Q. Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
a. Pre-process waits seem longer than in-process waits
b. Anxiety makes the waiting period seem longer
c. Unexplained waits are shorter than explained waits
d. Physical discomfort makes waiting feel longer
Q. Eating out in a restaurant with white linen napkins, candlelight, and a wine list is anexample of which of the following categories?
a. A pure tangible good
b. A tangible good with accompanying services
c. A hybrid
d. A major service with accompanying minor goods and services
Q. All of the following statements about customer waiting time are true except:
a. Unoccupied waiting time appears to be longer than occupied waiting time.
b. Waiting before the service seems longer than waiting during the service encounter.
c. Customer anxiety makes waiting seem longer.
d. The more expensive and the more important a service is to the customer, the less they are willing to wait for service.
Q. If the marketing department for a tutoring service hires a class of graduate students to conduct and tabulate research on consumer rankings of its educational offerings, the tutoring service is increasing its productivity through:
a. Adopting a manufacturing approach
b. Requiring service providers to work more quickly
c. Increasing the quality of service provided by surrendering some quantity
d. Finding a more effective way to perform a necessary task
Q. Which of the following statements can be associated with the phenomenon ofMarketing Myopia?
a. The firm produces large quantities of products to decrease the cost per unit, ignoring market requirements
b. The firm believes that there are no major competitors
c. The firm increases the product price, in the belief that general public is growing richer by the day
d. All of the above