Service Marketing MCQs [set-1]
1. Service marketing become difficult because of …………….
A. Intangibility
B. No demand
C. More complex market
D. Difficult to enter market
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Answer: A
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2. Service are characterized by all of the following characteristics except
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A. Intangibility M
B. Homogeneity
C. Perishability
D. Inseparability
Answer: B
3. Green marketing is a part of …………….
A. Social marketing
B. Service marketing
C. Relationship marketing
D. Rural marketing
Answer: C
4. Customer satisfaction can be defined by comparing
A. Predicted service and perceived service
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B. Predicted service and desired service
C. Desired service and perceived service
D. Adequate service and perceived service
Answer: C
5. Which of the following is not a service?
A. Insurance
B. Mail delivery
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C. Medical checkup
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D. None of these
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Answer: D
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6. A buyer’s perception of value is considered a trade-off between
A. Product value and psychic cost
B. Total customer value and total customer cost
C. Image value & monetary cost
D. Service value and monetary cost
Answer: B
7. Solutions used to minimize the marketing problems attributed to
heterogeneity include
A. Standardizing the service
B. Using multi-site location
C. Stressing tangible clues
D. None of these
Answer: A
8. Which of the following is not a objectives of service marketing?
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A. Promoting customer satisfaction
B. Building trust
C. Establish uniform price
D. None of these
Answer: D
9. Which of the following is not included in seven Ps of the marketing mix
given by Booms and Bitner?
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A. Process
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B. People
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C. Politics
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D. Physical evidence
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Answer: C
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10. The following is not ways in which intangibility can be overcome
A. Visualization
B. Association
C. Documentation
D. Situation
Answer: D
11. SLEPT stands for
A. Social, Legal, Economic, Political, Technological
B. Social, Legal, Environmental, Political, Technological
C. Social, Legal, Environmental, physical, Technological
D. Social, Legal, Economic, Physical, Technological
Answer: A
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12. People have to physically present themselves so that they become
immersed within the service process. This type of service process is
referred to as
A. Possession processing
B. Physical processing
C. People process
D. None of these
Answer: C
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13. Which of the following is not one of the
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A. Physical evidence
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B. People processing c
C. Possession processingM
D. Information processing
Answer: A
14. This is when customers visit the service facility so that they are
personally involved through the service delivery process
A. Low-contractservice
B. High contract service
C. Medium contract service
D. Information processing service
Answer: B
15. ……………. Is based on the idea that customer expectations of the
service they will receive shape their perception of the actual service
encounter.
A. Service action
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B. Service satisfaction
C. Service recovery
D. Service quality
Answer: D
16. An approach that encompasses a wide range of relationships, not just
with customers, but also those that organizations develop with suppliers,
regulators, government, competitors, employees, and others, is referred to
as
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A. Relationship marketing
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B. Market exchange
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C. Service failure
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D. Shared responsibility
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Answer: A M
17. When there is little or no personal contract between customer and
service provider. This is classified as
A. Low-contractservice
B. Medium-contractservice
C. High-contractservice
D. Intense-contractservice
Answer: A
18. Select the name of the country having maximum percent of GDP
attributed to service
A. United states
B. China
C. Germany
D. India
Answer: A
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19. Which of the following is not an element of physical evidence?
A. Employee dress
B. Employee training
C. Equipment
D. Facility design
Answer: B
20. …………… is deference between customero
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perception.
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A. Customer delight
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B. Customer satisfaction
C. Customer gap
D. Supplier gap
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Answer: C
21. ……………. Is defined as the caring, individualized attention that the
firm provides its customers
A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance
Answer: A
22. Which of the following is not a type of service encounters?
A. Remote encounters
B. Phone encounters
C. Face to face encounters
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D. Check in encounters
Answer: D
23. SSTs stands for …………….
A. Stable Service Technologies
B. Social Service Technologies
C. Smart Service Technologies
D. Self Service Technologies
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Answer: D
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24. ……………… are the only service adistributors which do not require
direct human interaction
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A. Electronic channels
B. SSTs
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C. Direct service channels
D. Speculative channels
Answer: A
25. Intangibility, perishability, inseparability& variability are the
characteristics of
A. Product
B. Service
C. Goods
D. Both A&B
Answer: B
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