1. The pricing strategy in which prices are set lower to actual price to trigger short term sales is classified as
Correct : A. promotional pricing
2. The pricing strategy in which company divides location into different sectors and charge same price for each sector is classified as
Correct : B. zone pricing
3. The kind of reduction made to those buyers who buy large volumes of products is
classified as
Correct : D. quantity discount
4. The marketing services agencies includes
Correct : D. All of above
5. Which of the following is not the element of traditional maketing mix
Correct : A. Production
6. The maintenance and business advisory services are included in
Correct : A. business services
7. The pure tangible good and pure services are two extremes of
Correct : B. exchange of goods
8. The marketing services agencies
Correct : D. All of above d
9. Service Guarantees are not appropriate when
Correct : B. Buyer resistance is high
10. Low cost airlines have changed the face of airline travel in India. In this scenario, which of the followings strategies cannot be considered as a good marketing strategy for an airline like Air Sahara?
Correct : C. Stop special offers and discount schemes
11. Yield Management assumes importance in the context of
Correct : B. Supply and demand management
12. In the event of a mistake in service delivery, the organization’s priority should
Correct : D. Service recovery
13. Benchmarking is a process of comparison between the performance characteristics of separate, often competingorganization, intended to enable each participant to improve its own performance in the marketplace. Theprocess of benchmarking involves five steps. Which one of the following is the fourth step in the process of benchmarking?
Correct : D. The management should analyze the differences between the processes in the two companies to identifyits area for improvement
14. 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?
Correct : D. Partnership Marketing
15. 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.
Correct : A. Both (I) and (III) above
16. 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?
Correct : A. Order-giving
17. Airlines can try to influence demand for their products and control the perishability characteristic of service by:
Correct : D. Cultivating non-peak demand
18. 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:
Correct : D. Coping
19. 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?
Correct : B. Reimbursement
20. 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:
Correct : D. Hire part-time employees
21. 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?
Correct : C. Unexplained waits are shorter than explained waits
22. Eating out in a restaurant with white linen napkins, candlelight, and a wine list is an
example of which of the following categories?
Correct : C. A hybrid
23. All of the following statements about customer waiting time are true except:
Correct : D. The more expensive and the more important a service is to the customer, the less they are willing to wait for service.
24. 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:
Correct : D. Finding a more effective way to perform a necessary task
25. Which of the following statements can be associated with the phenomenon of
Marketing Myopia?
Correct : D. All of the above
26. Companies are now offering services like selling and delivering products over the internet. What is this kind of business service known as?
Correct : B. E-commerce
27. What is benchmarking?
Correct : D. A process where a firm sets a target for itself
28. The mutual fund market can be segmented based on the investment objective of the investors. Since customerneeds are different, the market can be segmented into the various funds based on the differences. Which of thefollowing funds provides capital appreciation over the medium to long term?
Correct : B. Growth funds
29. The world's largest industry in the private sector and highest projected generator of jobs is:
Correct : C. Health services
30. The service sector that is the fastest growing sector in terms of employment is:
Correct : D. Education and health services
31. The leisure and hospitality industry comprises a variety of services. Which of the following
is not one of them?
Correct : D. All the above are part of the hospitality industry
32. The professional and business sector includes all of the following except:
Correct : C. Hospitals
33. Which one of the following can be considered a high-contact service?
Correct : C. Banking
34. ICICI-Pru Life Insurance has introduced a new Insurance product for children with a very lower expense ratio. The pricing strategy followed would be:
Correct : C. Penetration pricing
35. The main enabling factor for the global reach of services is:
Correct : D. Technology
36. Some three star hotels like Taj Tri-Star at Hyderabad offer a free dinner to kids accompanying adults, during apromotional campaign. This is an example of
Correct : D. Coupons
37. 80/20 rule is:
Correct : B. 20% of customers produce 80% of sales
38. Low cost airlines have changed the face of airline travel in India. In this scenario, whichof the followings strategies cannot be considered as a good marketing strategy for anairline like Air Sahara?
Correct : C. Stop special offers and discount schemes
39. Which one of the following belongs to Trade services?
Correct : B. Retailing, maintenance and repair.
40. Which one of the following belongs to social/personal services?
Correct : D. Restaurants and health care
41. Which one of the following belongs to Infrastructure services?
Correct : C. Communications and transportation.
42. Which one of the following belongs to public administration services?
Correct : C. Communications and transportation.
43. _______ firms may serve the business market, the private individual or may serve bothmarket segments.
Correct : A. Consumer oriented service.
44. Quality circle was born in the year_____.
Correct : D. 1963
45. Identify the one which comes under service marketing ______.
Correct : A. insurance
46. Service sector that provided outsourced services such as advertising, credit reporting andcollection and building maintenance to businesses is known as _______.
Correct : A. business services.
47. Services such as hospitals, physicians, group practices and home health care that
providephysical care to consumers is known as _________.
Correct : C. health care services.
48. Services such as accounting, engineering, research and management consulting provided
byfirms traditionally classified as _________.
Correct : D. professional services.
49. Maintenance and business advisory services are included in
Correct : A. business services
50. Pure tangible good and pure services are two extremes of
Correct : A. market offering
51. Marketing services agencies includes
Correct : A. Marketing consulting firms
52. Factors that can help in differentiation of services includes
Correct : D. all of above
53. Degree to which manufactured units are identical and meet specification given by
customersis classified as
Correct : D. conformance quality
54. Which sector should have the most concern for environmental issues?
Correct : A. Transport services
55. Traditional service classification schemes include all of the following except:
Correct : D. the goal of the service providers
56. An e-service is a (an) __________ available via the net.
Correct : D. all of the above
57. The growth in the number of time-pressured consumers has led to an increase in timesavingservices such as:
Correct : D. All of the above
58. If you are staying in a five star hotel, you are an
Correct : A. Extra high budgeted tourist
59. A Dharamshala is suitable for
Correct : B. Low income families
60. What is the main feature of a time share establishment
Correct : B. Its rooms / resources are shared by guests / tourists according to specified time schedules.
61. Community-driven tourism planning to ensure that tourism develops in harmony with community wishes is an example of a solution to what problem in terms of destinations?
Correct : B. Conflict in shared destinations
62. In terms of a destination, what do attractions do?
Correct : C. Generate the visit to a destination
63. The increased professionalism in the management of attractions has resulted in, what?
Correct : D. All of the Above
64. Amenities, support facilities and services, tend to be operated by what type of enterprises?
Correct : C. Small and Medium-sized enterprises
65. Park and Ride Schemes, Cycle Ways and Explorer Buses are examples of what?
Correct : D. Innovative transport provision
66. What does DMO stand for?
Correct : D. Destination Management Organization
67. Investment, Capacity Constraints and Tourist Impacts are examples of what?
Correct : A. Supply Side Factors
68. The channel alternative need to be assessed on basis of
Correct : D. All of the above
69. The purpose of any service business is to:
Correct : D. create and maintain profitable customers
70. The two main industries that comprise the activities we call tourism are:
Correct : B. hospitality and travel industries
71. Industries that do not compromise the activities that are called tourism is.
Correct : C. the mining and groceries
72. What does FMCG stand for?
Correct : C. 'fast moving consumer groups'
73. Service is somewhat like a rental. The statement is
Correct : B. correct
74. Services Marketing is an attractive field of study for India because:
Correct : A. Services contribute to more than half of India’s GDP
75. You watch the scenery while travelling in a bus from one city to another. This is an example of
Correct : B. by‐service
76. The target group for Education loans is _______
Correct : C. Meritorious students seeking higher Education
77. Customization’ means __________
Correct : A. Tailor-made products and services for each customer