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.
| 201. |
Satisfaction is BASICALLY a function of: |
| A. | price paid. |
| B. | advertising. |
| C. | perception. |
| D. | distribution. |
| Answer» B. advertising. | |
| 202. |
Services can be meaningfully analysed by using a five-category classification scheme including type of market, degree of labour-intensiveness, degree of customer contact, skill of service provider, and |
| A. | Degree of competition within the service industry. |
| B. | Goal of the service provider. |
| C. | Market share of the service provider. |
| D. | Employee structure of the service provider. |
| Answer» B. Goal of the service provider. | |
| 203. |
What is the 5th unique characteristic of service markets? 1. Lack of ownership 2. Intangibility 3. Inseparability |
| A. | Protractability |
| B. | Serviceability |
| C. | Homogeneity |
| D. | Perishability |
| Answer» B. Serviceability | |
| 204. |
Which of the following is typically NOT a result of recognizing the importance of ethnic groups by marketers? |
| A. | Use of an undifferentiated one-size-fits-all marketing strategy |
| B. | Different pricing strategies for different groups |
| C. | Variations in product offerings to suit the wants of a particular group |
| D. | Study of ethnic buying habits to isolate market segments |
| Answer» B. Different pricing strategies for different groups | |
| 205. |
In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called |
| A. | feedback |
| B. | feed‐forward |
| C. | how and why specifications |
| D. | none of the above |
| Answer» C. how and why specifications | |
| 206. |
__________ are the only service distributors which do not require direct human interactions. |
| A. | Electronic channels |
| B. | SST’s |
| C. | Direct Service channels |
| D. | Speculative channels |
| Answer» B. SST’s | |
| 207. |
Servicescape refers to: |
| A. | service landscape |
| B. | service factory |
| C. | place where the service is delivered |
| D. | beautiful service landscape |
| Answer» D. beautiful service landscape | |
| 208. |
With respect to consumer behaviour, the function of one's perceptions, learning and memory processes is to: |
| A. | Attend to messages |
| B. | Filter messages |
| C. | Store messages |
| D. | All of the above |
| Answer» E. | |
| 209. |
Location decision is not important for ____ |
| A. | Insurance company |
| B. | Bank |
| C. | Retail outlet |
| D. | Health club |
| Answer» D. Health club | |
| 210. |
The additional consumer service and benefits built around the actual product is known as |
| A. | Core product |
| B. | Expected product |
| C. | Augmented product |
| D. | Basic product |
| Answer» D. Basic product | |
| 211. |
High speed Internet is an enabler between supplier push and consumer pull as reasons for growth in services. Other enabler is |
| A. | High‐Tech products |
| B. | High‐Tech services |
| C. | Low‐tech products |
| D. | Low‐tech services |
| Answer» B. High‐Tech services | |
| 212. |
An e-mail service is a good example of |
| A. | People processing service |
| B. | Information processing service |
| C. | Mental Stimulus processing service |
| D. | Technology processing service |
| Answer» E. | |
| 213. |
Professionals such as Doctors, Lawyers or Photographers often charge for missedappointments |
| A. | Services are inseparable from their providers |
| B. | Services cannot be inventoried |
| C. | They prefer to avoid such clients |
| D. | To reduce their workload |
| Answer» D. To reduce their workload | |
| 214. |
The new product pricing strategy through which the companies set lower prices of services to gain large market share is classified as |
| A. | optional product pricing |
| B. | skimming pricing |
| C. | penetration pricing |
| D. | captive product pricing |
| Answer» D. captive product pricing | |
| 215. |
Which one of the following strategies is used to alter consumer demand? |
| A. | Increasing consumer participation |
| B. | Utilizing third parties |
| C. | Utilizing creative pricing strategies |
| D. | Sharing capacity |
| Answer» D. Sharing capacity | |
| 216. |
Compared with low-contact services, customers of high-contact services are more likelyto judgeservice quality on the basis of: |
| A. | Price of the service |
| B. | Processes used in carrying out the service |
| C. | Intangible outcomes eg. The performance of an investment portfolio |
| D. | Tangible outcomes |
| Answer» C. Intangible outcomes eg. The performance of an investment portfolio | |
| 217. |
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. |
| A. | Intangible clues |
| B. | Tangible clues |
| C. | Blueprint |
| D. | Performance measures |
| Answer» C. Blueprint | |
| 218. |
In planning a service process, a service provider takes all the following importantdecisions except |
| A. | Conversion process |
| B. | Legal restrictions |
| C. | Flow of process |
| D. | Layout design |
| Answer» C. Flow of process | |
| 219. |
Which of the following is not an approach to pricing in services? |
| A. | Risk based approach |
| B. | Cost based approach |
| C. | Competition based approach |
| D. | Demand based approach |
| Answer» E. | |
| 220. |
Part of the problem when transforming from full-service to self-service is that the new proceduresthemselves are flawed and/or difficult to understand. Of the guidelines presented below, which wouldminimize this type of problem from occurring? This is consistent with which of the following guidelines for increasing customer participation: |
| A. | develop customer trust |
| B. | promote the benefits and stimulate trial |
| C. | understand customer habits |
| D. | pre-test new procedures |
| Answer» D. pre-test new procedures | |
| 221. |
Which of the following is a marketing problem caused by intangibility? |
| A. | Services have no costs of goods sold. |
| B. | The consumer is involved in the production process. |
| C. | Other consumers are involved in the production process. |
| D. | Service standardization and quality control are difficult to achieve. |
| Answer» C. Other consumers are involved in the production process. | |
| 222. |
A consumer took a decision to undergo painting classes. Which need is he intending tosatisfy by doing so? |
| A. | Ego |
| B. | Psychological |
| C. | Self-actualization |
| D. | None of the above |
| Answer» C. Self-actualization | |
| 223. |
The process of analyzing a database is called: |
| A. | CIF. |
| B. | data mining. |
| C. | CAD-CAM. |
| D. | demographic analysis. |
| Answer» B. data mining. | |
| 224. |
If you are staying in a five star hotel, you are an |
| A. | Extra high budgeted tourist |
| B. | Guest of the hotel |
| C. | Middle budgeted tourist |
| D. | Guest of the company that has invited you |
| Answer» B. Guest of the hotel | |
| 225. |
Traditional service classification schemes include all of the following except: |
| A. | the degree of tangibility |
| B. | skill level of the provider |
| C. | appearance of the provider |
| D. | the goal of the service providers |
| Answer» E. | |
| 226. |
Marketing problems caused by inseparability include all of the following except for: |
| A. | The service provides physical connection to the service. |
| B. | The involvement of the customer in the production process. |
| C. | Service standardization and quality control are difficult to achieve. |
| D. | The involvement of other customers in the production process. |
| Answer» B. The involvement of the customer in the production process. | |
| 227. |
Three types of customer expectations can be identified: |
| A. | Internal expectations; Explicit expectations, Implicit expectations. |
| B. | Fuzzy expectations, Explicit expectations, Implicit expectations |
| C. | Internal expectations, External expectations, Implicit expectations. |
| D. | none |
| Answer» C. Internal expectations, External expectations, Implicit expectations. | |
| 228. |
Services marketing area is an attractive area of study in 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 | |
| 229. |
Which of the following attributes of services make it difficult for a service provider toevaluate them when compared to goods? |
| A. | High search and experience quality |
| B. | High experience and credence quality |
| C. | High credence and search quality |
| D. | Both b and c |
| Answer» C. High credence and search quality | |
| 230. |
The key difference between goods and services is: |
| A. | People |
| B. | Production costs |
| C. | Intangibility of services |
| D. | Recruitment policy |
| Answer» C. Intangibility of services | |
| 231. |
Which of the following does not contribute to Predicted Service? |
| A. | Word of mouth |
| B. | Past experience |
| C. | Personal needs |
| D. | Implicit service promises |
| Answer» B. Past experience | |
| 232. |
Disney informs guests how long the wait will be along various points of the lines that form for each ofits attractions. This strategy helps minimize the effects of which of the following "principles ofwaiting?" |
| A. | preprocess waits feel longer than in process waits |
| B. | unoccupied time feels longer than occupied time |
| C. | unfair waits are longer the equitable waits |
| D. | uncertain waits are longer than known, finite waits |
| Answer» E. | |
| 233. |
Which of the following is an example of a tangible component provided by a hotel? |
| A. | Wake-up call |
| B. | Guest rooms |
| C. | Room service |
| D. | Express check-out |
| Answer» C. Room service | |
| 234. |
In terms of a destination, what do attractions do? |
| A. | Support visitors at the destination |
| B. | Reduce tension between visitors and residents |
| C. | Generate the visit to a destination |
| D. | Inform local residents of the benefits of tourism |
| Answer» D. Inform local residents of the benefits of tourism | |
| 235. |
____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customer’s point of view. |
| A. | Front of Planning |
| B. | Service Blueprinting |
| C. | Service standardization |
| D. | None of these |
| Answer» C. Service standardization | |
| 236. |
Which of the following is not an influencing factor in process efficiency? |
| A. | Technology |
| B. | External environment |
| C. | Planning |
| D. | Location and décor |
| Answer» D. Location and décor | |
| 237. |
The 6Ms model of integrated marketing communication does not consist of |
| A. | Market, Mission |
| B. | Message, Media |
| C. | Media, Motives |
| D. | Money, Measurement |
| Answer» D. Money, Measurement | |
| 238. |
Which of the following is difficult to evaluate? |
| A. | Jewellery |
| B. | Auto repair |
| C. | Furniture |
| D. | Clothing |
| Answer» C. Furniture | |
| 239. |
Identify the factor that does not play a major role in setting the pricing objectives of a service organization. |
| A. | How would a company like to position its services? |
| B. | Are the prices chosen compatible with the corporate objectives? |
| C. | How do the shareholders react to the price changes made by the company? |
| D. | What is the duration of the life cycle of the services? |
| Answer» B. Are the prices chosen compatible with the corporate objectives? | |
| 240. |
An imbalance between a consumer's actual and desired state in which recognition that agap or problem needs resolving is called |
| A. | Motive development |
| B. | An attitudes |
| C. | A self-concept |
| D. | Product Evaluation |
| Answer» B. An attitudes | |
| 241. |
The __________ concept holds that consumers will favor those products that offer the most quality, performance, or innovative features. |
| A. | Production |
| B. | Product |
| C. | Selling |
| D. | Marketing |
| Answer» C. Selling | |
| 242. |
The leisure and hospitality industry comprises a variety of services. Which of the followingis not one of them? |
| A. | Food service |
| B. | Lodging |
| C. | Travel and tourism |
| D. | All the above are part of the hospitality industry |
| Answer» E. | |
| 243. |
Classification of products into goods, services, and ideas is determined by the: |
| A. | Degree of labour intensiveness. |
| B. | Type of markets. |
| C. | Dominant component. |
| D. | Skill of the service provider. |
| Answer» D. Skill of the service provider. | |
| 244. |
______ dimension of service quality refers to the employees’ knowledge and courtesyand their ability to inspire trust and confidence. |
| A. | Reliability |
| B. | Assurance |
| C. | Responsiveness |
| D. | None of the above |
| Answer» C. Responsiveness | |
| 245. |
______ are attributes that a customer might find difficult to evaluate even afterproduction or consumption. |
| A. | Search Qualities |
| B. | Experience Qualities |
| C. | Credence Qualities |
| D. | None of the above |
| Answer» D. None of the above | |
| 246. |
All of the following statements about customer waiting time are true except: |
| A. | Unoccupied waiting time appears to be longer than occupied waiting time. |
| B. | Waiting before the service seems longer than waiting during the service encounter. |
| C. | Customer anxiety makes waiting seem longer. |
| D. | The more expensive and the more important a service is to the customer, the less they are willing to wait for service. |
| Answer» E. | |
| 247. |
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? |
| A. | Conflict within tourist resorts |
| B. | Conflict in shared destinations |
| C. | A Lack of complementarity |
| D. | A Cultural Appraisal |
| Answer» C. A Lack of complementarity | |
| 248. |
Which of the following sets of terms best describes a service? |
| A. | Objects, devices, and performances |
| B. | Effort, objects, and deeds |
| C. | Things, devices, and performances |
| D. | Deeds, effort, and performances |
| Answer» E. | |
| 249. |
Service providers are afraid of providing unconditional service guarantees as |
| A. | they fear that some customers would take wrong advantage of the guarantee |
| B. | there might be situations outside the control of the service provider due to which the service has failed |
| C. | service employees would give away unnecessary goodies to aggrieved customers, thereby incurring losses for the company |
| D. | all of the above |
| Answer» E. | |
| 250. |
Quality circle was born in the year_____. |
| A. | 1973 |
| B. | 1965 |
| C. | 1971 |
| D. | 1963 |
| Answer» E. | |