Top 250+ Solved Services Marketing MCQ Questions Answer
Q. All of the following are examples of services EXCEPT:
a. Banking
b. Hotels and motels.
c. Tax preparation.
d. Computer software.
Q. Services are typically produced and consumed simultaneously. This is an example ofthe________characteristic of services.
a. Intangibility
b. Variability
c. Inseparability
d. Simultaneously
Q. Services cannot be stored. This describes the ___________characteristic of services.
a. Intangibility
b. Variability
c. Inseparability
d. Inconsistency
Q. __________describes the employee’s skills in serving the client.
a. Internal Marketing
b. External Marketing
c. Relationship marketing
d. Interactive marketing
Q. SSTS refers to __________
a. Service Standards Testing
b. Self- Service Technologies
c. Standard Service Technologies
d. Self Service Treatments
Q. _____________ occurs when a company intentionally uses services as the stage, and goods as theprops, to engage individual customers in a way that creates a memorable event.
a. Hybrid offer
b. Core service
c. Augmented or ancillary product
d. Experience
Q. Top firms audit service performance by collecting measurements to probe customersatisfiers and dissatisfiers.
a. Customer satisfier
b. Customer complaint
c. Voice of the customer
d. Psychological
Q. The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service:
a. Intangibility
b. Inseparability
c. Variability
d. Perishability
Q. Service marketers consider which of the following?
a. People/Participants, Physical evidence, Placement.
b. Participants, Physical evidence, Products
c. People, Products Process.
d. People/Participants, Physical evidence, Process.
Q. Three types of customer expectations can be identified:
a. Internal expectations; Explicit expectations, Implicit expectations.
b. Fuzzy expectations, Explicit expectations, Implicit expectations
c. Internal expectations, External expectations, Implicit expectations.
d. none
Q. Perceived Service Quality concept includes which of the following?
a. Credibility, Security, Process
b. Access, Service, Communication
c. Reliability, Courtesy, Communication
d. Courtesy, Access, Choice
Q. Quality Gaps include:
a. The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap
b. The Management Perception Gap, The Market Communication Gap, The Quality Improvement Gap
c. The Service Delivery Gap, The Market Communication Gap; The Information Gap
d. The Service Delivery Gap, The Management Perception Gap, The implementation Gap
Q. The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
a. An increase in corporate costs
b. A negative impact on corporate or local image
c. Bad word of mouth
d. Negatively confirmed quality
Q. The four unique elements to services include:
a. Independence, intangibility, inventory, and inception
b. Independence, increase, inventory, and intangibility
c. Intangibility, inconsistency, inseparability, and inventory
d. Intangibility, independence, inseparability, and inventory
Q. Listing alternatives that will solve the problem at hand and determining the characteristicsof each occurs during which stage of the final consumer’s decision process?
a. Information search
b. Purchase
c. Evaluation of alternatives
d. Post purchase