MCQOPTIONS
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MCQOPTIONS
This section includes 657 Mcqs, each offering curated multiple-choice questions to sharpen your Testing Subject knowledge and support exam preparation. Choose a topic below to get started.
| 1. |
Who created the PESTL framework? |
| A. | Booms & Bitner |
| B. | Philip kotler |
| C. | Francis Aguilar |
| D. | Len Berry |
| Answer» D. Len Berry | |
| 2. |
Services Marketing is an attractive field of study for India because: |
| A. | Services contribute to more than half of India’s GDP |
| B. | Services are delivered by more than half of India’s population |
| C. | Services are more important than agriculture and manufacturing |
| D. | All of the above |
| Answer» B. Services are delivered by more than half of India’s population | |
| 3. |
In the absence of a physical product, service providers needs to consider the use of …………… thatenable customers to make a judgment on the service quality. |
| A. | Tangible clues |
| B. | Intangible clues |
| C. | Blue print |
| D. | Performance measure |
| Answer» B. Intangible clues | |
| 4. |
Holistic marketing for services demands |
| A. | External marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | All of the above |
| Answer» E. | |
| 5. |
is about the normalwork of creation, pricing, |
| A. | Externalmarketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | All of the above |
| Answer» B. Internal marketing | |
| 6. |
…………… is the physical surroundings or the physical facility where the service is produced,delivered and consumed |
| A. | Service space |
| B. | Service place |
| C. | Service escape |
| D. | Service scope |
| Answer» D. Service scope | |
| 7. |
Advertisement is a type of …………… |
| A. | Outdoor marketing |
| B. | Indirect marketing |
| C. | Share marketing |
| D. | Relationship marketing |
| Answer» C. Share marketing | |
| 8. |
. has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment |
| A. | Multi-site expansion |
| B. | Sub-contracting |
| C. | Franchising |
| D. | Company-owned expansion |
| Answer» D. Company-owned expansion | |
| 9. |
The solution to price competition is to develop a differentiated |
| A. | Product, price and promotion |
| B. | Offer, delivery & image |
| C. | Package & label |
| D. | International website |
| Answer» C. Package & label | |
| 10. |
During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for thereplacement product to show up |
| A. | Social |
| B. | Procedural |
| C. | Interactional |
| D. | Distributive |
| Answer» C. Interactional | |
| 11. |
Expand PESTEL |
| A. | Political, Economic, Social, Terminological, Environmental & Legal |
| B. | Political , Environmental, Social, Terminological, Economical, Legal |
| C. | Political, Economic, Social, Technological, Environmental & Legal |
| D. | Political, Environmental, Social, Technological, Economical, Legal |
| Answer» D. Political, Environmental, Social, Technological, Economical, Legal | |
| 12. |
As per service quality model, the willingness to assist customer and offer prompt service is …………… |
| A. | Responsiveness |
| B. | Reliability |
| C. | Assurance |
| D. | Empathy |
| Answer» B. Reliability | |
| 13. |
……………. Is based on the idea that customer expectations of the service they will receive shape theirperception of the actual service encounter. |
| A. | Service action |
| B. | Service satisfaction |
| C. | Service recovery |
| D. | Service quality |
| Answer» E. | |
| 14. |
Which of the following is not one of the service process? |
| A. | Physical evidence |
| B. | People processing |
| C. | Possession processing |
| D. | Information processing |
| Answer» B. People processing | |
| 15. |
Lois Kay is an experienced baker.She has decided to bake and decorate her daughter's wedding cake instead of ordering |
| A. | Self Service Technology |
| B. | Contributor to quality |
| C. | Competitor |
| D. | Recruiter |
| Answer» D. Recruiter | |
| 16. |
Value-added service means |
| A. | Additionalservices |
| B. | Better value at a premium |
| C. | Costlier services |
| D. | Better value at a discount |
| Answer» B. Better value at a premium | |
| 17. |
…………… are the services which are connected to the period to which the product are purchased fromthe seller |
| A. | Tangible service |
| B. | Intangible service |
| C. | Professionalservice |
| D. | None of these |
| Answer» B. Intangible service | |
| 18. |
Service sector comes under which sector of the economy? |
| A. | Primary |
| B. | Secondary |
| C. | Tertiary |
| D. | None of these |
| Answer» D. None of these | |
| 19. |
………….. between what was expected and what is perceived |
| A. | Service gap |
| B. | Supplier gap |
| C. | Customer gap |
| D. | Customer satisfaction |
| Answer» B. Supplier gap | |
| 20. |
………….. is about motivating and training employees to serve customers well |
| A. | External marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | All of the above |
| Answer» C. Interactive marketing | |
| 21. |
The term marketing refers to |
| A. | New product concepts and improvement |
| B. | Advertising and promotion activities |
| C. | A philosophy that stresses customer values & satisfaction |
| D. | Planning sales campaigns |
| Answer» D. Planning sales campaigns | |
| 22. |
At customer service interface, company intends to manage a relationship with a customer through |
| A. | Technology |
| B. | People |
| C. | Both a & b |
| D. | None of the above |
| Answer» D. None of the above | |
| 23. |
As per service-quality model, the |
| A. | Responsiveness |
| B. | Reliability |
| C. | Assurance |
| D. | Empathy |
| Answer» D. Empathy | |
| 24. |
……………. Is defined as the caring, individualized attention that the firm provides its customers |
| A. | Empathy |
| B. | Responsiveness |
| C. | Sympathy |
| D. | Assurance |
| Answer» B. Responsiveness | |
| 25. |
Service is somewhat like a |
| A. | Incorrect |
| B. | Correct |
| C. | Somewhat Correct |
| D. | None of the above |
| Answer» C. Somewhat Correct | |
| 26. |
is the only revenue generating element amongst the |
| A. | Price |
| B. | Product |
| C. | Place |
| D. | Promotion |
| Answer» B. Product | |
| 27. |
Intangibility, perishability, inseparability& variability are the characteristics of |
| A. | Product |
| B. | Service |
| C. | Goods |
| D. | Both A&B |
| Answer» C. Goods | |
| 28. |
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» B. Social, Legal, Environmental, Political, Technological | |
| 29. |
This is when customers visit the service facility so that they are personally involved through the servicedelivery process |
| A. | Low-contractservice |
| B. | High contract service |
| C. | Medium contract service |
| D. | Information processing service |
| Answer» C. Medium contract service | |
| 30. |
In the service system, customers may specify their needs and expectations to the service provider, suchexpectations are called ……………? |
| A. | Feed back |
| B. | Feed forward |
| C. | Both A&B |
| D. | None of these |
| Answer» C. Both A&B | |
| 31. |
In information Process type of services, informations act as |
| A. | Product |
| B. | Service |
| C. | Information |
| D. | Nothing |
| Answer» B. Service | |
| 32. |
Service cannot be stored. This describes the ……………. Characteristic of services |
| A. | Variability |
| B. | Intangibility |
| C. | Inseparability |
| D. | Inconsistency |
| Answer» E. | |
| 33. |
………….. is the process of evaluating each market segment’s attractiveness and selecting one moresegment to enter |
| A. | Mass marketing |
| B. | Market segmentation |
| C. | Market targeting |
| D. | Market positioning |
| Answer» D. Market positioning | |
| 34. |
Which is the largest outsourcing country in the world? |
| A. | China |
| B. | USA |
| C. | Germany |
| D. | India |
| Answer» E. | |
| 35. |
The service-quality model |
| A. | 4 |
| B. | 3 |
| C. | 5 |
| D. | 6 |
| Answer» D. 6 | |
| 36. |
…………… is deference between customer expectations and perception. |
| A. | Customer delight |
| B. | Customer satisfaction |
| C. | Customer gap |
| D. | Supplier gap |
| Answer» D. Supplier gap | |
| 37. |
………… describes the employees skill in serving the client |
| A. | Internal marketing |
| B. | External marketing |
| C. | Communicating |
| D. | Service marketing |
| Answer» C. Communicating | |
| 38. |
Perception of performance – expectation gives us |
| A. | Customer motivation |
| B. | Customer service |
| C. | Customer satisfaction |
| D. | Customer performance |
| Answer» D. Customer performance | |
| 39. |
According to parasuraman, Zeithml and Berry, the most important determinate of service quality |
| A. | Responsiveness |
| B. | Reliability |
| C. | Assurance |
| D. | Empathy |
| Answer» C. Assurance | |
| 40. |
Select the name of the country having maximum percent of GDP attributed to service |
| A. | United states |
| B. | China |
| C. | Germany |
| D. | India |
| Answer» B. China | |
| 41. |
Service firms can increase quality control by |
| A. | Making investment in good hiring |
| B. | Standardize the service performance process |
| C. | Monitor customer satisfaction |
| D. | All of the above |
| Answer» E. | |
| 42. |
is about employees skills in serving the client. |
| A. | External marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | All of the above |
| Answer» C. Interactive marketing | |
| 43. |
……………… are the only service distributors which do not require direct human interaction |
| A. | Electronic channels |
| B. | SSTs |
| C. | Direct service channels |
| D. | Speculative channels |
| Answer» B. SSTs | |
| 44. |
Added features to an offering are called …………… service features? |
| A. | Perceived |
| B. | Primary |
| C. | Secondary |
| D. | Expected |
| Answer» D. Expected | |
| 45. |
is an example of a service where the customer typically goes to the service |
| A. | Taxi Service |
| B. | Credit Card Company |
| C. | Theatre |
| D. | House Painting |
| Answer» D. House Painting | |
| 46. |
Digital marketing is often referred to as …………… |
| A. | Online marketing |
| B. | Internet marketing |
| C. | Web marketing |
| D. | All of the above |
| Answer» E. | |
| 47. |
The following is not ways in which intangibility can be overcome |
| A. | Visualization |
| B. | Association |
| C. | Documentation |
| D. | Situation |
| Answer» E. | |
| 48. |
Service blueprint first introduce by |
| A. | Len Berry |
| B. | Booms & Bitner |
| C. | Philip kotler |
| D. | G.Lynn shostack |
| Answer» E. | |
| 49. |
To introduce the new products to world of consumers is the main goal of …………… |
| A. | Entertainment |
| B. | Advertising |
| C. | Boost the sales |
| D. | Online marketing |
| Answer» C. Boost the sales | |
| 50. |
Services that do not meet customer expectations are called |
| A. | Service failures |
| B. | Critical incidents |
| C. | Servuction failures |
| D. | Service recovery |
| Answer» B. Critical incidents | |