1. Service marketing become difficult because of …………….
Correct : A. Intangibility
2. Service are characterized by all of the following characteristics except for …………….
Correct : B. Homogeneity
3. Green marketing is a part of …………….
Correct : C. Relationship marketing
4. Customer satisfaction can be defined by comparing
Correct : C. Desired service and perceived service
5. Which of the following is not a service?
Correct : D. None of these
6. A buyer’s perception of value is considered a trade-off between
Correct : B. Total customer value and total customer cost
7. Solutions used to minimize the marketing problems attributed to heterogeneity include
Correct : A. Standardizing the service
8. Which of the following is not a objectives of service marketing?
Correct : D. None of these
9. Which of the following is not included in seven Ps of the marketing mix given by Booms and Bitner?
Correct : C. Politics
10. The following is not ways in which intangibility can be overcome
Correct : D. Situation
11. SLEPT stands for
Correct : A. Social, Legal, Economic, Political, Technological
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
Correct : C. People process
13. Which of the following is not one of the service process?
Correct : A. Physical evidence
14. This is when customers visit the service facility so that they are personally involved through the service
delivery process
Correct : B. High contract service
15. ……………. Is based on the idea that customer expectations of the service they will receive shape their
perception of the actual service encounter.
Correct : D. Service quality
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
Correct : A. Relationship marketing
17. When there is little or no personal contract between customer and service provider. This is classified as
Correct : A. Low-contractservice
18. Select the name of the country having maximum percent of GDP attributed to service
Correct : A. United states
19. Which of the following is not an element of physical evidence?
Correct : B. Employee training
20. …………… is deference between customer expectations and perception.
Correct : C. Customer gap
21. ……………. Is defined as the caring, individualized attention that the firm provides its customers
Correct : A. Empathy
22. Which of the following is not a type of service encounters?
Correct : D. Check in encounters
23. SSTs stands for …………….
Correct : D. Self Service Technologies
24. ……………… are the only service distributors which do not require direct human interaction
Correct : A. Electronic channels
25. Intangibility, perishability, inseparability& variability are the characteristics of
Correct : B. Service
26. Banking is the example of …………….
Correct : B. Business services
27. Medical treatment with ayurvedic massage is an example of
Correct : C. Consumer services
28. There is a close link between ……………. and brand loyalty
Correct : B. Habits
29. …………… are those qualities that buyers evaluate before purchase
Correct : A. Search qualities
30. ……………. are those characteristicsthat buyer evaluate the characteristics after the purchase
Correct : B. Experience qualities
31. Sustainable marketing can also be characterized as the third age of
Correct : B. Green marketing
32. Which one of the following stages of the marketing research process is most expensive?
Correct : B. Data collection
33. Which of the following included in economic factors?
Correct : D. GDP
34. Expand PESTEL
Correct : C. Political, Economic, Social, Technological, Environmental & Legal
35. Which one of them not included in SERVQUAL model dimensions?
Correct : D. Intangibility
36. Services that do not meet customer expectations are called
Correct : A. Service failures
37. Which of the following is not one of the five dimensions that is measured by the SERVQUAL scale?
Correct : B. Employee satisfaction
38. SERVQUALdimension that measures consumer views that reflect the security of the firm’s operation
is the …………… dimension
Correct : D. Assurance
39. …………… is example of a service where the customer typically goes to the service organization
Correct : D. The theatre
40. Perception of performance – expectation gives us
Correct : C. Customer satisfaction
41. Service cannot be stored. This describes the ……………. Characteristic of services
Correct : D. Inconsistency
42. …………… describes the employees skill in serving the client
Correct : D. Relationship marketing
43. If a firm is practicing …………… the firm is training and effectively motivating its customer-contract
employees and all of the supporting service people to work as a team to provide customer satisfaction
Correct : B. Internal marketing
44. According to parasuraman, Zeithml and Berry, the most important determinate of service quality
Correct : B. Reliability
45. ………….. is the tool for simultaneously depicting the service process, the point of customer contract
and the evidence of the service from the customer point of view
Correct : B. Service blue printing
46. Service is delivered within the marketing environment. The macro environment can be analyzed using
which of the following tools?
Correct : B. PEST
47. Servicescape refers to
Correct : C. Place where the service is delivered
48. Service sector comes under which sector of the economy?
Correct : C. Tertiary
49. Value-added service means
Correct : A. Additionalservices
50. Which one is the reason behind the growth of services
Correct : D. All of the above
51. A ……………. Is a form of product that consist of activities, benefits or satisfaction offered for sale
that are essentially intangible and do not result in ownership of anything?
Correct : D. Services
52. ………… describes the employees skill in serving the client
Correct : B. External marketing
53. Which of the following is not generally accepted as being part of the extended marketing mix for
service?
Correct : C. Practice
54. In the service system, customers may specify their needs and expectations to the service provider, such
expectations are called ……………?
Correct : B. Feed forward
55. Which of the following is not an element of physical evidence ?
Correct : D. Flow of activities
56. Added features to an offering are called …………… service features?
Correct : C. Secondary
57. The service a customer expects are called …………… service package?
Correct : B. Primary
58. …………… is the physical surroundings or the physical facility where the service is produced,
delivered and consumed
Correct : C. Service escape
59. Servicescape model is developed by ……………
Correct : A. Booms & Bitner
60. Service marketing emerged as a separate field of study in the ……………
Correct : C. Early 1980’s
61. Who created the PESTL framework?
Correct : C. Francis Aguilar
62. ………….. between what was expected and what is perceived
Correct : A. Service gap
63. Which is the largest outsourcing country in the world?
Correct : D. India
64. Which of the following laws requires that employers offer continuation of health care insurance after a
person leave employment?
Correct : A. COBRA
65. A person injured in a motor vehicle accident will have health care expenses paid by
Correct : B. Auto insurance
66. Successfulservice companies focus their attention on both their customer and their employees. They
understand ……………, which links service firm profits with employee and customer satisfaction.
Correct : B. Service profit chains
67. In the absence of a physical product, service providers needs to consider the use of …………… that
enable customers to make a judgment on the service quality.
Correct : A. Tangible clues
68. Internal marketing deals with
Correct : D. Identifying and taking care of employees needs & wants
69. In order to improve the process and performance of the company towards the customers, they should
try to
Correct : C. Reduce the waiting time by adopting the reservation system
70. Managing the peak demand becomes difficult due to …………... nature
Correct : B. Perishability
71. Which financial institution regulates the insurance products in India?
Correct : A. IRDA
72. In effective target, marketers should focus on
Correct : C. Marketing positioning
73. The companies that targets market very narrowly is called
Correct : D. Micro marketing
74. Branding is concerned with …………… component of four ‘P’.
Correct : B. Product
75. ………….. is the process of evaluating each market segment’s attractiveness and selecting one more
segment to enter
Correct : C. Market targeting
76. Another word for complete segmentation is
Correct : B. Micro marketing
77. Micro marketing includes
Correct : C. Local marketing and individual marketing
78. ………….. is any direct interaction between a service provider and customers
Correct : A. Service encounter
79. SERVQUAL model was developed and implemented by the ……………..
Correct : D. All of these
80. …………… is a diagram/ map that visualize a service offering accurately
Correct : A. Service blueprint
81. Service blueprint first introduce by
Correct : D. G.Lynn shostack
82. To introduce the new products to world of consumers is the main goal of ……………
Correct : B. Advertising
83. Advertisement is a type of ……………
Correct : B. Indirect marketing
84. The extended Ps of service marketing mix is
Correct : C. Physical evidence, process, People
85. What is the basic property of a service which makes it different from a product?
Correct : D. Intangibility
86. The solution to price competition is to develop a differentiated
Correct : B. Offer, delivery & image
87. Which of the following is a key building lasting relationship with consumers?
Correct : C. Customer satisfaction
88. …………… are the services which are connected to the period to which the product are purchased from
the seller
Correct : A. Tangible service
89. The term marketing refers to
Correct : C. A philosophy that stresses customer values & satisfaction
90. Which of the following takes place at retailers end?
Correct : D. Exchange
91. If the customers views service as ……………. They care more about price than provider.
Correct : B. Homogeneous
92. Holistic marketing for services demands
Correct : D. All of the above
93. ………….. Is about the normal work of creation, pricing, distribution, and promotion of service to
customers.
Correct : A. External marketing
94. ………….. is about motivating and training employees to serve customers well
Correct : B. Internal marketing
95. The service-quality model identifies………….. gaps that result in unsuccessful delivery.
Correct : C. 5
96. As per service-quality model, the capacity to complete the promised service accuratelt and dependably is ……………
Correct : B. Reliability
97. As per service quality model, the willingness to assist customer and offer prompt service is ……………
Correct : A. Responsiveness
98. At customer service interface, company intends to manage a relationship with a customer through
Correct : C. Both a & b
99. Service firms can increase quality control by
Correct : D. All of the above
100. Digital marketing is often referred to as ……………