MCQOPTIONS
Saved Bookmarks
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.
| 151. |
Which of the following is true as per Pareto’s rule? |
| A. | 15% of customers generate 75% of the revenues of an organization. |
| B. | 20% of customers generate 80% of the revenues of an organization. |
| C. | 30% of customers generate 85% of the revenues of an organization. |
| D. | 15% of customers generate 90% of the revenues of an organization. |
| Answer» B. 20% of customers generate 80% of the revenues of an organization. | |
| 152. |
The gap between a customer’s desired service expectation and the adequate serviceexpectation is |
| A. | Zone of tolerance |
| B. | Predicted service expectation |
| C. | Derived service expectation |
| D. | Implicit service promise |
| Answer» D. Implicit service promise | |
| 153. |
A problem encountered by service companies that change high-contact services into lowcontact services is that the |
| A. | Service becomes more expensive to deliver. |
| B. | Quality of the service usually declines. |
| C. | Service becomes less personaliz |
| Answer» D. | |
| 154. |
Which of the following statements can be associated with the phenomenon ofMarketing Myopia? |
| A. | The firm produces large quantities of products to decrease the cost per unit, ignoring market requirements |
| B. | The firm believes that there are no major competitors |
| C. | The firm increases the product price, in the belief that general public is growing richer by the day |
| D. | All of the above |
| Answer» E. | |
| 155. |
Importance should be given to the servicescape and equipment in the “service factory” as (choose the statement which is false) |
| A. | the servicescape provides tangible cues to customers regarding the quality of the service. |
| B. | the servicescape should be safe for customers who would be visiting the service factory. |
| C. | the servicescape and equipment are paid for by the customers. |
| D. | signage in the servicescape is important for customers to negotiate their way in the service |
| Answer» D. signage in the servicescape is important for customers to negotiate their way in the service | |
| 156. |
Pricing a new service does not consist of which of the following? |
| A. | Selecting the pricing objective |
| B. | Determining the price elasticity of demand |
| C. | Estimating costs |
| D. | Estimating price |
| Answer» E. | |
| 157. |
Which of the following may not be an objective of focusing on physical evidence bya service firm? |
| A. | Differentiation from competitors |
| B. | Increased productivity |
| C. | Creating a good impression |
| D. | Creating awareness about its services |
| Answer» B. Increased productivity | |
| 158. |
The technological environment affects a company and its products and services. Information technology is capable of providing service outcomes which are: |
| A. | bit‐based |
| B. | atom‐based |
| C. | molecule‐based |
| D. | none of the above |
| Answer» B. atom‐based | |
| 159. |
The stage of the service life cycle in which marketers become more cost conscious is: |
| A. | Maturity |
| B. | Introduction |
| C. | Decline |
| D. | Growth |
| Answer» D. Growth | |
| 160. |
Customization’ means __________ |
| A. | Tailor-made products and services for each customer |
| B. | Customers selling goods |
| C. | Tailor-made products for each staff |
| D. | A selling process |
| Answer» B. Customers selling goods | |
| 161. |
The necessary interaction between service provider and customer that allows a service tobe delivered is called |
| A. | Customer contact. |
| B. | Service exchange. |
| C. | Marketing |
| D. | Relationship marketing. |
| Answer» E. | |
| 162. |
The target group for Education loans is _______ |
| A. | All colleges |
| B. | All parents |
| C. | Meritorious students seeking higher Education |
| D. | All of these |
| Answer» D. All of these | |
| 163. |
Out of the following circumstances, a service guarantee should be used when: - |
| A. | Service quality is truly uncontrollable |
| B. | Customers perceive high risk in the service |
| C. | Guarantee does not fit the company’s image |
| D. | Existing service quality in the company is poor |
| Answer» C. Guarantee does not fit the company’s image | |
| 164. |
Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called…….. |
| A. | Place Mix |
| B. | Physical Evidence Mix |
| C. | Process Mix |
| D. | People Mix |
| Answer» D. People Mix | |
| 165. |
Which of the following is not the element of traditional maketing mix |
| A. | Production |
| B. | Place |
| C. | Price |
| D. | Promotion |
| Answer» B. Place | |
| 166. |
__________cost refers to the product’s purchase cost plus the discounted cost of maintenanceand repair less the discounted salvage value |
| A. | Total |
| B. | Variable |
| C. | Life cycle |
| D. | Net |
| Answer» D. Net | |
| 167. |
Which of the following features separate services from products?i. Perishability ii Intangibility iii Reliability iv Inseparability |
| A. | Only ii |
| B. | i, ii and iii |
| C. | i, ii and iv |
| D. | ii, iii, and iv |
| Answer» C. i, ii and iv | |
| 168. |
You watch the scenery while travelling in a bus from one city to another. This is an example of |
| A. | superior service quality |
| B. | by‐service |
| C. | waste service |
| D. | augmented service |
| Answer» C. waste service | |
| 169. |
Select name of the country having maximum percent of GDP attributed to services |
| A. | United States |
| B. | China |
| C. | Germany |
| D. | India |
| Answer» E. | |
| 170. |
The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true? |
| A. | An increase in corporate costs |
| B. | A negative impact on corporate or local image |
| C. | Bad word of mouth |
| D. | Negatively confirmed quality |
| Answer» B. A negative impact on corporate or local image | |
| 171. |
To build a world-class service brand there are three things you will need to define or create: |
| A. | The brand's personality. |
| B. | The relationship the brand has with the target segment. |
| C. | Visual icons, symbols or other representations of the brand such as the logo or a character. |
| D. | All the above. |
| Answer» E. | |
| 172. |
Which of the following is the MOST important component of a CIF analysis? |
| A. | response information |
| B. | purchase history |
| C. | customer descriptors |
| D. | contact history |
| Answer» D. contact history | |
| 173. |
When a firm’s service quality specification does not match with customerexpectations the gap between the two is known as ______. |
| A. | Standard gap |
| B. | Service performance gap |
| C. | Communication gap |
| D. | Market information gap |
| Answer» B. Service performance gap | |
| 174. |
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? |
| A. | Remove non-value added cost |
| B. | Provide better service quality |
| C. | Stop special offers and discount schemes |
| D. | Develop trade alliances with travel agents |
| Answer» D. Develop trade alliances with travel agents | |
| 175. |
In Arab countries like Saudi Arabia, charging interest on a loan is against the “Muslim law”. Therefore, banksoperating in these countries customize their product offering as per the local requirements. Which parameter ofassessing globalization level of a firm does this example explain? |
| A. | Responding to changes in environment |
| B. | Achieving desirable balance between globalization and customization |
| C. | Presence in strategic markets |
| D. | Consistency in quality and pricing of services |
| Answer» C. Presence in strategic markets | |
| 176. |
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? |
| A. | The organization has to identify the critical business processes or areas that need to be benchmarked forimprovement |
| B. | The organization has to determine the methods to be used for data collection from the company used forbenchmarking |
| C. | The management should introduce the necessary changes in the organization to remove the performancegap and improve the service quality |
| D. | The management should analyze the differences between the processes in the two companies to identifyits area for improvement |
| Answer» E. | |
| 177. |
The perishability-related strategy that may sometimes be associated with consumer feelings that the service firm may be attempting to distance itself from consumers is: |
| A. | The use of reservation systems |
| B. | Training public contact personnel |
| C. | The use of third-parties to conduct service transactions |
| D. | Increasing the amount of consumer participation |
| Answer» C. The use of third-parties to conduct service transactions | |
| 178. |
Which of the following is not a cost-based pricing? |
| A. | Cost-plus pricing |
| B. | Contribution pricing |
| C. | Working back method |
| D. | Penetration pricing |
| Answer» B. Contribution pricing | |
| 179. |
Services are delivered within the marketing environment. The macro‐environment can be analysed using which of the following tools? |
| A. | SWOT |
| B. | PEST |
| C. | TOWS |
| D. | None of the above |
| Answer» C. TOWS | |
| 180. |
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? |
| A. | Realization |
| B. | Reimbursement |
| C. | Relevance and respect |
| D. | Response |
| Answer» C. Relevance and respect | |
| 181. |
What does DMO stand for? |
| A. | Demand Marketing Organization |
| B. | Demand Management Organization |
| C. | Destination Marketing Organization |
| D. | Destination Management Organization |
| Answer» E. | |
| 182. |
Human resource policies aimed at delivering superior service quality has the following steps: |
| A. | Hire the right people, |
| B. | Develop employees to deliver quality service |
| C. | Provide needed support systems and retain the best people |
| D. | all of the above |
| Answer» E. | |
| 183. |
The purpose of any service business is to: |
| A. | maximize short-term profit |
| B. | attract new customers |
| C. | boost short-term sales |
| D. | create and maintain profitable customers |
| Answer» E. | |
| 184. |
Investment, Capacity Constraints and Tourist Impacts are examples of what? |
| A. | Supply Side Factors |
| B. | Demand Side Factors |
| C. | Destination Factors |
| D. | Marketing Factors |
| Answer» B. Demand Side Factors | |
| 185. |
Services such as hospitals, physicians, group practices and home health care thatprovidephysical care to consumers is known as _________. |
| A. | business services. |
| B. | hospitality services. |
| C. | health care services. |
| D. | professional services. |
| Answer» D. professional services. | |
| 186. |
The core of a CRM program is: |
| A. | customer surveys. |
| B. | customer acquisition. |
| C. | a customer database. |
| D. | a JIT analysis. |
| Answer» D. a JIT analysis. | |
| 187. |
Co-production of services is made possible due to the __________ inherent in theproductionofservices. |
| A. | Homogeneity |
| B. | Intangibility |
| C. | Heterogeneity |
| D. | Inseparability |
| Answer» E. | |
| 188. |
Efforts to transform customers into partial employees should not be interpreted as the firm’sway of distancing itself from the customer. This is consistent with which of the followingguidelines for increasing customer participation: |
| A. | Develop customer trust |
| B. | Promote the benefits and stimulate trial |
| C. | Understand customer habits |
| D. | Pretest new procedures |
| Answer» B. Promote the benefits and stimulate trial | |
| 189. |
The consumer management areas of particular importance to service marketers are: |
| A. | Managing customer participation |
| B. | Managing customer waits |
| C. | Managing uncooperative customers |
| D. | Customer relationship management (CRM) |
| Answer» E. | |
| 190. |
The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: - |
| A. | Assurance |
| B. | Responsiveness |
| C. | Empathy |
| D. | Reliability |
| Answer» D. Reliability | |
| 191. |
Which of the following statements best reflects the definition of a product? |
| A. | A product is anything that is offered to the market for attention |
| B. | Services are intangible and do not result in the ownership of anything |
| C. | Organizations tend to compete at the augmented product level |
| D. | All of the above statements are true vis-à-vis definition of a product. |
| Answer» E. | |
| 192. |
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? |
| A. | Pre-process waits seem longer than in-process waits |
| B. | Anxiety makes the waiting period seem longer |
| C. | Unexplained waits are shorter than explained waits |
| D. | Physical discomfort makes waiting feel longer |
| Answer» D. Physical discomfort makes waiting feel longer | |
| 193. |
Which of the following is NOT a factor influencing the delivery gap? |
| A. | willingness to perform |
| B. | employee-job fit |
| C. | role ambiguity |
| D. | overpromising |
| Answer» E. | |
| 194. |
Maintenance and business advisory services are included in |
| A. | business services |
| B. | business supplies |
| C. | industry capital items |
| D. | accessory equipment |
| Answer» B. business supplies | |
| 195. |
Listing alternatives that will solve the problem at hand and determining the characteristicsof each occurs during which stage of the final consumer’s decision process? |
| A. | Information search |
| B. | Purchase |
| C. | Evaluation of alternatives |
| D. | Post purchase |
| Answer» D. Post purchase | |
| 196. |
Which of the following is not a consideration in deciding the marketing channel for services? |
| A. | Channels should ensure easy accessibility |
| B. | Channels should cover all target markets |
| C. | Channels should ensure expansion at any cost to the service provider |
| D. | Channels should ensure value addition to the customers |
| Answer» D. Channels should ensure value addition to the customers | |
| 197. |
Which one of the following can be considered a high-contact service? |
| A. | Postal service |
| B. | Health care |
| C. | Banking |
| D. | Dry cleaning |
| Answer» D. Dry cleaning | |
| 198. |
Which of the following is not a type of positioning strategy used in service marketing? |
| A. | Attribute positioning |
| B. | Celebrity positioning |
| C. | Competitor positioning |
| D. | Category positioning |
| Answer» C. Competitor positioning | |
| 199. |
The characteristic of services marketing that it cannot be saved, stored, resold, or returned is known as: |
| A. | Marketing |
| B. | Price |
| C. | Promotion |
| D. | Advertisement |
| Answer» D. Advertisement | |
| 200. |
Which type of positioning involves communicating two or more contradictingfeatures? |
| A. | Under positioning |
| B. | Over positioning |
| C. | Confused positioning |
| D. | Irrelevant positioning |
| Answer» B. Over positioning | |