1. Services are characterized by all of the following characteristics except-
Correct : B. homogeneity
2. Which of the following is not a tangible dominant?
Correct : C. investment management
3. What does GDP stand for?
Correct : C. gross domestic product.
4. Hospital
8. Which of the following fields would be least likely to be described as intangible- dominant?
Correct : A. manufacturing
5. A triangle of Company, Customers, Employees, Internal Marketing, External Marketing
communications and Interactive marketing is known as…………..
Correct : A. marketing triangle
6. Odd one out
Correct : D. international marketing
7. Ranking from highest to lowest, the countries with the largest service sector employment
are:
Correct : B. united states, japan, european community
8. The primary cost of producing a service is
Correct : D. labour
9. Tourism is a major creator of jobs in the world. Approximately what percentage of
global employment is represented by tourism?
Correct : D. 8%
10. According to definitions of the tourist, what is the maximum allowable length of stay in
a destination ?
Correct : A. one year.
11. What does the acronym TSA stand for?
Correct : D. tourist satellite account.
12. What is domestic tourism?
Correct : D. travel within your own country
13. Which bank is known as bankers bank in India ?
Correct : B. rbi
14. In which year banks were nationalized in India?
Correct : C. 1969
15. The regulation of the financial services industry in the UK is now carried out by the
Correct : D. fsa
16. A corporation in the U.S. estimates and pays it taxes __________.
Correct : B. quarterly
17. In finance we refer to the market for relatively long-term financial instruments as the
__________ market.
Correct : B. capital
18. Discuss the social purpose and organization of health care insurance. Moral hazard
by insurance companies can result in:
Correct : C. adverse selection.
19. A person injured in a motor vehicle accident will have health care expenses paid by:
Correct : B. auto insurance.
20. Which of the following characteristics/situations qualifies a patient for benefits under a
long term care insurance contract?
Correct : B. limitation in adl function
21. Which of the following laws requires that employers offer continuation of health care
insurance after a person leaves employment?
Correct : A. cobra
22. 'Reinsurance' refers to the practice by insurance companies of:
Correct : B. buying insurance from another firm
23. By taking out insurance cover an individual:
Correct : C. converts the possibility of large loss to certainty of a small one
24. Diversification is one way in which insurance companies can protect themselves
against:
Correct : D. random fluctuation
25. A 'pay as you go' pension system is unsuitable for a private firm because:
Correct : A. the firm may cease trading
26. Pension and life insurance funds hold few short-term assets because
Correct : A. their cash flows are predictable
27. What is the full form of BPO
Correct : A. business process outsourcing
28. Full form of KPO
Correct : B. knowledge process outsourcing
29. Outsourcing technically means:
Correct : D. a & b
30. Which is the largest outsourcing country in the world ?
Correct : C. india
31. Outsourcing on the American continents is supported by ________, in that there are
provision with reference to workers from low-labor cost countries.
Correct : B. natfa
32. Microsoft is an example of a:
Correct : C. diversified multinational corporation
33. A ______________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything.
Correct : A. Service
34. Distinct characteristic of services is_____________
Correct : A. Intangibility
35. All of the following are examples of services EXCEPT:
Correct : D. computer software.
36. Services are typically produced and consumed simultaneously. This is an example of the ________characteristic of services.
Correct : C. Inseparability
37. Services can not be stored. This describes the ___________characteristic of services. a.
Correct : D. Perishability
38. Examples of pure tangible goods include all of the following EXCEPT:
Correct : B. Tax preparation.
39. __________describes the employees skills in serving the client.
Correct : D. Interactive marketing
40. SSTS refers to __________
Correct : B. Self- Service Technologies
41. _____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
Correct : D. Experience
42. Top firms audit service performance by collecting measurements to probe customer satisfiers and dis satisfiers.
Correct : C. Voice of the customer
43. The services a customer expects are called the ______service package.
Correct : C. Primary
44. 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:
Correct : C. variability.
45. Added features to an offering are called _________service features.
Correct : D. Secondary
46. The intangibility of services has implications for the choice of _________
Correct : A. Brand elements
47. __________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value
Correct : C. Life cycle
48. Successful service companies focus their attention on both their customers and their employees. They understand ___________________, which links service firm profits with employee and customer satisfaction.
Correct : B. Service-profit chains
49. If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction.
Correct : B. Internal marketing
50. According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is :
Correct : B. Reliability
51. The extended marketing mix for services includes: People, Processes and _________
Correct : C. Physical Evidence
52. Which of the following is not an element of physical evidence?
Correct : B. Employee Training
53. Which of the following is not an element of people?
Correct : C. Flow of activities
54. Standardized and customized flow of activities , simple and complex number of steps and customer involvement by which a service is delivered is called –
Correct : C. Process mix
55. _ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service.
Correct : A. Physical evidence
56. All human actors who play a part in service delivery and thus influence the buyers perceptions : namely , the firms personnel,, the customer and other customers in the service environment.
Correct : C. People
57. ____________ is a tool for simultaneously depicting the service process , the points of customer contact and the evidence of service from the customers point of view .
Correct : B. Service Blueprinting
58. __________ is the physical surroundings or the physical facility where the service is
produced, delivered and consumed.
Correct : B. Servicescape
59. ___________ are the only service distributors which do not require direct human interactions.
Correct : A. Electronic channels
60. In the absence of a physical product, service providers need to consider the use of______________ that enable customers to make a judgment on the service quality.
Correct : B. Tangible clues
61. Services marketing become difficult because of
Correct : A. Intangibility.
62. Which of the following businesses would be characterized as a pure service
Correct : D. There is no such thing as a pure service
63. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
Correct : A. The demand for services tends to be more elastic than the demand for goods
64. Charging customers different prices for essentially the same service is called
Correct : D. Substitutes.
65. Results in the practice of too narrowly defining one’s business
Correct : C. Marketing myopia
66. A buyer’s perception of value is considered a trade-off between
Correct : B. Total customer value and total customer cost
67. Services are characterized by all of the following characteristics except for
Correct : B. Homogeneity
68. Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is:
Correct : A. Intangibility
69. Services that occur without interruption, confusion, or hassle to the customer is called
Correct : A. Seamless service
70. The mental energy spent by customers to acquire service is referred to as_____.
Correct : C. Energy costs
71. The unique service characteristic that reflects the interconnection between the service firm
and its customer is called
Correct : B. Inseparability
72. Marketing problems caused by inseparability include all of the following except for
Correct : C. Service standardization and quality control are difficult to achieve.
73. Which of the following statements pertain to inseparability is false?
Correct : A. As customer contact increases, the efficiency of the firm decreases.
74. The centralized mass production of services is difficult due to
Correct : D. Perishability.
75. Solutions used to minimize the marketing problems attributed to heterogeneity include
Correct : A. Standardizing or customizing the service
76. The unique service characteristic that deals specifically with the inability to inventory services is
Correct : D. Perishability
77. Which of the following strategies increases the supply of service available to consumers?
Correct : C. Capacity sharing
78. Customer satisfaction can be defined by comparing
Correct : C. Desired service and perceived service
79. The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
Correct : C. Capacity sharing
80. The __________ dimension is an assessment of the firm’s consistency and dependability in
service performance
Correct : D. Reliability.
81. Which of the following would not be considered a tangible clue?
Correct : C. The smile on an employee’s face
82. Minimizing the amount of role conflict and role ambiguity experienced by employees will
help reduce the size of this gap is known as ____________.
Correct : D. Communications gap
83. Fixing the right price for services offered is difficult because of ……………..
Correct : D. intangibility.
84. The world’s largest industry in the private sector and highest projected generator of jobs
is______
Correct : C. Professional services.
85. Focusing the firms marketing efforts toward the existing customer base is called
Correct : C. Customer retention
86. The pursuit of new customers, as opposed to the retention of existing ones, is called
Correct : B. B2B marketing
87. The consumer decision process consists of
Correct : B. Pre-purchase, consumption, and post-purchase stages
88. Which of the following statements is not true?
Correct : B. The participation of the consumer in the service process increases the amount of perceived risk.
89. Service consumers tend to be more brand loyal than goods consumers because
Correct : C. Each service provider provides many brands
90. Competitor intelligence should be gathered
Correct : B. Twice a year.
91. Service consumers tend to be more brand loyal than goods consumers because
Correct : B. Brand loyalty lowers the amount of perceived risk