MCQOPTIONS
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MCQOPTIONS
This section includes 1437 Mcqs, each offering curated multiple-choice questions to sharpen your General Management knowledge and support exam preparation. Choose a topic below to get started.
| 701. |
All of the following are examples of services EXCEPT: |
| A. | anking |
| B. | otels and motels |
| C. | ax preparation |
| D. | omputer software |
| Answer» E. | |
| 702. |
Distinct characteristic of services is_____________ |
| A. | ntangibility |
| B. | nseparability |
| C. | ariability |
| D. | erishability |
| Answer» B. nseparability | |
| 703. |
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. |
| A. | ervice |
| B. | emand |
| C. | eed |
| D. | hysical object |
| Answer» B. emand | |
| 704. |
Consumer buying behavior refers to the buying behavior of businesses. |
| A. | RUE |
| B. | ALSE |
| Answer» C. | |
| 705. |
__________describes the employee’s skills in serving the client. |
| A. | nternal Marketing |
| B. | xternal Marketing |
| C. | elationship marketing |
| D. | nteractive marketing |
| E. | ommunication Marketing |
| Answer» E. ommunication Marketing | |
| 706. |
Service failures involving problematic customer include _________. |
| A. | ncooperative customers |
| B. | reaking company policies |
| C. | erbal and physical abuse |
| D. | ll of the above |
| Answer» E. | |
| 707. |
The difference between desired service and the level of service considered adequate is known as |
| A. | ervice quality |
| B. | olerance zone |
| C. | AP |
| D. | ERQUAL |
| Answer» C. AP | |
| 708. |
Services that do not meet customer expectations are called: |
| A. | ervice failures |
| B. | ritical incidents |
| C. | ervuction failures |
| D. | ervice recovery |
| Answer» B. ritical incidents | |
| 709. |
According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is: |
| A. | esponsiveness |
| B. | eliability |
| C. | ssurance |
| D. | mpathy |
| Answer» C. ssurance | |
| 710. |
__________ are the only service distributors which o not require direct human interactions. |
| A. | lectronic channels |
| B. | STS |
| C. | irect service channels |
| D. | peculative channels |
| Answer» B. STS | |
| 711. |
__________ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed. |
| A. | ulti-site expansion |
| B. | ub-contracting |
| C. | ranchising |
| D. | ompany-owned expansion |
| Answer» D. ompany-owned expansion | |
| 712. |
What is the sequence of steps for the service recovery process? |
| A. | nticipating customer needs, acknowledging their feelings, Apologising and Owning the responsibility, Offering alternatives, making amends |
| B. | cknowledging their feelings, Apologising and Owning the responsibility , making amends, anticipating customer needs, offering alternatives |
| C. | cknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs |
| D. | cknowledging their feelings, offering alternatives, Apologising and owning the responsibility, making amends, anticipating customer needs |
| Answer» D. cknowledging their feelings, offering alternatives, Apologising and owning the responsibility, making amends, anticipating customer needs | |
| 713. |
Research has shown that younger and higher income customers are more likely to use __________ channels. |
| A. | elf-service |
| B. | ingle site |
| C. | ersonal |
| D. | mpersonal |
| Answer» B. ingle site | |
| 714. |
In a services context, distribution embraces all of the following elements EXCEPT ___________. |
| A. | ore services flow |
| B. | roduct flow |
| C. | nformation and promotion flow |
| D. | egotiation flow |
| Answer» B. roduct flow | |
| 715. |
The difference between which two expectation standards is the zone of tolerance? |
| A. | esired service, adequate service |
| B. | rofessional service, adequate service |
| C. | esired Service, optimal service |
| D. | esired service, advance service |
| Answer» B. rofessional service, adequate service | |
| 716. |
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a: |
| A. | ervice recovery paradox |
| B. | ervice recovery |
| C. | ritical incident |
| D. | oment of truth |
| Answer» C. ritical incident | |
| 717. |
Consumer complaints tend to be: |
| A. | nstrumental and ostensive |
| B. | nstrumental and reflexive |
| C. | on-instrumental and ostensive |
| D. | on-instrumental and reflexive |
| Answer» D. on-instrumental and reflexive | |
| 718. |
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 the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need. |
| A. | ocial |
| B. | rocedural |
| C. | nteractional |
| D. | istributive |
| Answer» C. nteractional | |
| 719. |
_________ are complaints that are expressed without the expectation that the problem will be solved. |
| A. | stensive |
| B. | nstrumental |
| C. | eflexive |
| D. | on-instrumental |
| Answer» E. | |
| 720. |
Research has shown that customers are more likely to choose a self-service channel if they have ____________. |
| A. | ower knowledge about a service |
| B. | preference for convenience |
| C. | urchased the product before |
| D. | high need for personal interaction |
| Answer» C. urchased the product before | |
| 721. |
__________ is an example of a service where the customer typically goes to the service organization |
| A. | ouse painting |
| B. | credit card company |
| C. | taxi service |
| D. | he theatre |
| Answer» E. | |
| 722. |
Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE? |
| A. | angibles |
| B. | mployee satisfaction |
| C. | esponsiveness |
| D. | ssurance |
| Answer» C. esponsiveness | |
| 723. |
Which of the following statements pertaining to the SERVQUAL scale is correct? |
| A. | ERVQUAL compares perceptions to what customers would normally expect |
| B. | ERVQUAL is a 22-item scale |
| C. | ERVQUAL consists of four service quality dimensions |
| D. | ERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services |
| Answer» E. | |
| 724. |
The collection of strategies and tactics firms use to scientifically manage demand for their products and services is known as |
| A. | ustomer profitability management |
| B. | ost of service delivery |
| C. | egmented pricing |
| D. | evenue management |
| Answer» E. | |
| 725. |
Perception of Performance- Expectation gives us |
| A. | ustomer motivation |
| B. | ustomer service |
| C. | ustomer satisfaction |
| D. | ustomer performance |
| Answer» D. ustomer performance | |
| 726. |
The extended Ps of service marketing mix is: |
| A. | eople, Product, Place |
| B. | rice Physical Evidence, Promotion |
| C. | hysical Evidence, Process, People |
| D. | roduct, Process, Physical Environment |
| Answer» D. roduct, Process, Physical Environment | |
| 727. |
Whether to sell via intermediaries or directly to consumers, how many outlets to sell through, and whether to control or cooperate with other channel members are examples of decisions marketers must make about |
| A. | romotion |
| B. | rice |
| C. | istribution |
| D. | roduct |
| Answer» D. roduct | |
| 728. |
While buying milk which kind of behavior is displayed by a person? |
| A. | xtensive problem solving behavior |
| B. | outinized buying behavior |
| C. | ariety seeking behavior |
| D. | one of the above |
| Answer» C. ariety seeking behavior | |
| 729. |
Which of the following is not an element of the marketing mix? |
| A. | istribution |
| B. | roduct |
| C. | arget market |
| D. | ricing |
| Answer» D. ricing | |
| 730. |
Anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a want or need is called a(n): |
| A. | dea |
| B. | emand |
| C. | roduct |
| D. | ervice |
| Answer» D. ervice | |
| 731. |
The most basic level of a product is called the: |
| A. | ore product |
| B. | entral product |
| C. | undamental product |
| D. | ugmented product |
| Answer» B. entral product | |
| 732. |
The act of trading a desired product or service to receive something of value in return is known as which key concept in marketing? |
| A. | roduct |
| B. | xchange |
| C. | roduction |
| D. | ustomer |
| Answer» C. roduction | |
| 733. |
Listing alternatives that will solve the problem at hand and determining the characteristics of each occurs during which stage of the final consumer’s decision process? |
| A. | nformation search |
| B. | urchase |
| C. | valuation of alternatives |
| D. | ost purchase |
| Answer» D. ost purchase | |
| 734. |
Advertising appropriations are largest for which type of product? |
| A. | ndustrial products |
| B. | onvenience goods |
| C. | igh-priced products |
| D. | pecialty goods |
| Answer» C. igh-priced products | |
| 735. |
Which of the following involves designing and manufacturing the container or wrapper for a product? |
| A. | abelling |
| B. | ackaging |
| C. | randing |
| D. | roduct line |
| Answer» C. randing | |
| 736. |
The term marketing refers to: |
| A. | ew product concepts and improvements |
| B. | dvertising and promotion activities |
| C. | philosophy that stresses customer value and satisfaction |
| D. | lanning sales campaigns |
| Answer» D. lanning sales campaigns | |
| 737. |
Which of the following firm’s emphasis on product’s benefits to the customers rather than on product attributes? |
| A. | roduct oriented |
| B. | arket oriented |
| C. | ales oriented |
| D. | roduction oriented |
| Answer» C. ales oriented | |
| 738. |
Which one of the following BEST describes the human need? |
| A. | ood |
| B. | rench-fries |
| C. | urger |
| D. | izza |
| Answer» B. rench-fries | |
| 739. |
Buying and selling of mass consumer goods and services comes under which of the following markets? |
| A. | usiness markets |
| B. | lobal markets |
| C. | onsumer markets |
| D. | overnment markets |
| Answer» D. overnment markets | |
| 740. |
Which of the following BEST describes the consumer’s preference for products that are widely available to them? |
| A. | roduction concept |
| B. | arketing concept |
| C. | elling concept |
| D. | roduct concept |
| Answer» B. arketing concept | |
| 741. |
The consumer’s estimate of the product’s overall capacity to satisfy his or her needs is called: |
| A. | roduct Cost |
| B. | roduct Value |
| C. | roduct need |
| D. | roduct Satisfaction |
| Answer» C. roduct need | |
| 742. |
Which of the following is a name, term, sign, symbol, design, or a combination of these, that identifies that maker or seller of a product or service? |
| A. | abel |
| B. | o-brand |
| C. | rand |
| D. | roduct |
| Answer» D. roduct | |
| 743. |
Aggressive selling is a characteristic of which of the following concept of marketing? |
| A. | roduction concept |
| B. | arketing concept |
| C. | elling concept |
| D. | roduct concept |
| Answer» D. roduct concept | |
| 744. |
Which of the following takes place at retailer’s end? |
| A. | romotion |
| B. | lacing |
| C. | ricing |
| D. | xchange |
| Answer» E. | |
| 745. |
Market –oriented firms focus on: |
| A. | etailers |
| B. | istributors |
| C. | ustomers |
| D. | holesalers |
| Answer» D. holesalers | |
| 746. |
You purchase cleaning supplies for your custodial help regularly. It is showing which buying situation? |
| A. | odified rebuy |
| B. | traight rebuy |
| C. | odified straight rebuy |
| D. | onsumer buy |
| Answer» C. odified straight rebuy | |
| 747. |
The solution to price competition is to develop a differentiated: |
| A. | roduct, price, and promotion |
| B. | ffer, delivery, and image |
| C. | ackage and label |
| D. | nternational Web site |
| Answer» C. ackage and label | |
| 748. |
Which one of the following phrases reflects the marketing concept? |
| A. | he supplier is a king in the market |
| B. | arketing should be viewed as hunting not gardening |
| C. | his is what I make, won’t you please buy it |
| D. | his is what I want, won’t you please make it |
| Answer» E. | |
| 749. |
What is the basic property of a service which makes it different from a product? |
| A. | hape |
| B. | ize |
| C. | ery expensive |
| D. | ntangibility |
| Answer» E. | |
| 750. |
How do consumers respond to various marketing efforts the company might use? What is a starting point of a buyer’s behavior? |
| A. | elief |
| B. | ubculture |
| C. | ost purchase feeling |
| D. | timulus-response Model |
| Answer» E. | |