1437 + Mcqs in Marketing Page 6 McqOptions

251.	……….is the difference between customer expectations and perceptions.
A.	Customer Delight
B.	Customer Satisfaction
C.	Customer Gap
D.	The supplier Gap
Answer» D. The supplier Gap

Discussion

252.	Consumer behaviour is a term that refers to
A.	Organizational and institutional buying behaviour
B.	Organizational and consumer buying behaviour
C.	Commercial and government buying behaviour
D.	Individual and/or household buying behavior
Answer» E.

Discussion

253.	When service is produced via a cooperative effort between customers and serviceproviders, this isreferred to as:
A.	Co-production
B.	Intangibility
C.	Heterogeneity
D.	Inseparability
Answer» B. Intangibility

Discussion

254.	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:
A.	Recovery
B.	Adaptability
C.	Level of trust
D.	Coping
Answer» E.

Discussion

255.	Service marketers consider which of the following?
A.	People/Participants, Physical evidence, Placement.
B.	Participants, Physical evidence, Products
C.	People, Products Process.
D.	People/Participants, Physical evidence, Process.
Answer» E.

Discussion

256.	Which of the following is not a typical benefit associated with self-service?
A.	Convenience
B.	Cost savings
C.	Customization
D.	Standardization
Answer» E.

Discussion

257.	Which of the following is not an element of blueprinting in a service process?
A.	Onstage employee actions
B.	Line of visibility
C.	Customer role
D.	Support processes
Answer» C. Customer role

Discussion

258.	A service guarantee must not be _____
A.	Conditional
B.	Meaningful
C.	Easy to invoke
D.	Easy to communicate
Answer» D. Easy to communicate

Discussion

259.	Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee
A.	Customer satisfaction.
B.	Internal marketing
C.	Service-profit chains
D.	Interactive marketing
Answer» D. Interactive marketing

Discussion

260.	Which of the following is not a benefit of direct distribution of services?
A.	Control over operations
B.	Healthy customer relationships
C.	Flexibility
D.	Reduced risk
Answer» B. Healthy customer relationships

Discussion

261.	Fundamentally, conflict arising in a service situation between any two parties
A.	depends on the level of concern for self and for others.
B.	high level of concern for self and high level of concern for others leads to collaboration.
C.	high level of concern for self and low level of concern for others leads to a competitive scenario.
D.	all of the above.
Answer» E.

Discussion

262.	The ability of a product, part or service to perform its intended function under an appropriate set of conditions is its:
A.	robustness.
B.	quality.
C.	appropriateness.
D.	reliability.
Answer» E.

Discussion

263.	Research that examines the customer’s perspective of a firm’s strengths and weaknesses is called:
A.	customer research
B.	employee survey
C.	noncustomer research
D.	customer complaints
Answer» B. employee survey

Discussion

264.	Service design often differs from product design for which one of these considerations?
A.	its life cycle
B.	customer interface
C.	cost and value
D.	legal environment
Answer» C. cost and value

Discussion

265.	Which of the following is not a strategic management task of a retailer?
A.	Identifying target markets
B.	Inventory management
C.	Store design and layout
D.	Pricing decisions
Answer» C. Store design and layout

Discussion

266.	Which of the following factors does not influence service delivery?
A.	The service provider
B.	The level of customer interaction
C.	The complexity of the service
D.	The legal aspects connected to it
Answer» C. The complexity of the service

Discussion

267.	_______ are attributes that can be discerned only after purchase or duringconsumption
A.	Search Qualities
B.	Experience Qualities
C.	Credence Qualities
D.	None of the above
Answer» B. Experience Qualities

Discussion

268.	The market-focused management model, supported by the service triangle, is based on the belief that:
A.	Front-line personnel tend to be more knowledgeable
B.	Employees want to do good work
C.	Customer satisfaction is related to employee turnover
D.	A new accounting measures should be used
Answer» B. Employees want to do good work

Discussion

269.	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

Discussion

270.	ICICI-Pru Life Insurance has introduced a new Insurance product for children with a very lower expense ratio. The pricing strategy followed would be:
A.	Market skimming
B.	Price discrimination
C.	Penetration pricing
D.	Return on investment
Answer» D. Return on investment

Discussion

271.	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?
A.	Reactive Marketing
B.	Accountable Marketing
C.	Proactive Marketing
D.	Partnership Marketing
Answer» E.

Discussion

272.	Which sector should have the most concern for environmental issues?
A.	Transport services
B.	Professional and Business Services
C.	Wholesale and Retail Trade
D.	Education and Health Services
Answer» B. Professional and Business Services

Discussion

273.	With respect to consumer behaviour, one's friends, and relatives could be considered a:
A.	Impersonal influence
B.	Reference group influence
C.	Perceptual influence
D.	Institutional influences
Answer» C. Perceptual influence

Discussion

274.	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:
A.	Use a price equilibrium strategy
B.	Eliminate the reservation system
C.	Eliminate complementary services
D.	Hire part-time employees
Answer» E.

Discussion

275.	Which of the following is not a factor that will influence customer satisfaction or dissatisfaction during the service encounter?
A.	Spontaneity
B.	Image
C.	Empathy
D.	Recovery
Answer» D. Recovery

Discussion

276.	An e-service is a (an) __________ available via the net.
A.	service
B.	business process
C.	application
D.	all of the above
Answer» E.

Discussion

277.	Branding in a service can be developed through various ways. Music World outlets run by franchisees are anexample of
A.	Manufacturer branding strategy
B.	Licensed branding strategy
C.	Multi-product branding strategy
D.	Multi-branding strategy
Answer» C. Multi-product branding strategy

Discussion

278.	Eating out in a restaurant with white linen napkins, candlelight, and a wine list is anexample of which of the following categories?
A.	A pure tangible good
B.	A tangible good with accompanying services
C.	A hybrid
D.	A major service with accompanying minor goods and services
Answer» D. A major service with accompanying minor goods and services

Discussion

279.	The main enabling factor for the global reach of services is:
A.	Airline connectivity
B.	Customer demands
C.	Government rules
D.	Technology
Answer» E.

Discussion

280.	Which of the following is not a major element of physical evidence?
A.	Conduct of support staff
B.	Price of service
C.	Physical environment
D.	Conduct of service personnel
Answer» B. Price of service

Discussion

281.	Businesses such as fast food restaurants would fall where along the Scale of Market Entities?
A.	On the extreme end of the intangible-dominant side
B.	On the extreme end of the intangible-dominant side
C.	In the middle of the continuum
D.	Left of the middle towards the tangible-dominant side
Answer» D. Left of the middle towards the tangible-dominant side

Discussion

282.	Which of the following is not a necessary strategy in the effective promotion of services?
A.	Effective planning
B.	Perfect timing
C.	Adherence to legal regulations
D.	Employee motivation
Answer» B. Perfect timing

Discussion

283.	Qatar Airways’ first-class passengers sit in a semi-private pear-wood berth that convert into a bed, thusproviding more comfort on long flights. This service is an example of theairlines
A.	Standardized service
B.	Core service
C.	Customized service
D.	Supplementary service
Answer» E.

Discussion

284.	Which of the following is NOT an internal factor that influences the consumer product acquisition process include
A.	Learning
B.	Family
C.	Self-concept
D.	Perceptions
Answer» C. Self-concept

Discussion

285.	The intangible aspect of a service spring forth for which of the following serviceproduct levels?
A.	Actual product level
B.	Core product level
C.	Augmented product level
D.	Potential product level
Answer» C. Augmented product level

Discussion

286.	The two main industries that comprise the activities we call tourism are:
A.	computer and Internet industries
B.	hospitality and travel industries
C.	fashion and accessories industries
D.	furniture and home improvement industries
Answer» C. fashion and accessories industries

Discussion

287.	Possible solutions that minimize the problems caused by intangibility include all of the following except:
A.	The use of tangible clues.
B.	The effective management of consumers.
C.	The creation of a strong organizational image.
D.	The use of personal sources of information.
Answer» D. The use of personal sources of information.

Discussion

288.	The main characteristic of Service is________
A.	Non-existence
B.	Balanced scorecard
C.	Age and Lifecycle
D.	Intangibility
Answer» D. Intangibility

Discussion

289.	Which of the following scenarios is likely to lead to the highest levels of customer dissatisfaction?
A.	Higher demand than maximum available supply
B.	Higher demand than optimal supply levels
C.	Lower demand than optimal supply levels
D.	All of the above scenarios result in customer dissatisfaction
Answer» E.

Discussion

290.	The demand for services marketing knowledge has increased for all of the following reasons except:
A.	The tremendous growth in service-sector employment
B.	Increasing service-sector contributions to the world economy
C.	The deregulation of many service industries
D.	The decline in service sector jobs
Answer» E.

Discussion

291.	Which of the following is not a evidence of service as experienced by the customer?
A.	People
B.	Process
C.	Procedure
D.	Physical Evidence
Answer» C. Procedure

Discussion

292.	Marketing services agencies includes
A.	Marketing consulting firms
B.	Media firms
C.	Marketing research firms
D.	All of above
Answer» B. Media firms

Discussion

293.	Tell whether this statement is right or wrong: Service is somewhat like a rental. The statement is
A.	incorrect
B.	correct
C.	somewhat correct
D.	none of the above
Answer» C. somewhat correct

Discussion

294.	Which of the following is not a type of demand-based pricing strategy?
A.	Market skimming
B.	Penetration pricing
C.	Destroyer pricing
D.	Discounts and sales
Answer» E.

Discussion

295.	Factors that can help in differentiation of services includes
A.	delivery and installation
B.	customer training and consultation
C.	ordering ease
D.	all of above
Answer» E.

Discussion

296.	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.
A.	Both (I) and (III) above
B.	Both (II) and (IV) above
C.	(I), (II) and (III) above
D.	(I), (III) and (IV) above
Answer» B. Both (II) and (IV) above

Discussion

297.	Loyal customers offer advantages with regard to:
A.	revenue growth.
B.	cost savings.
C.	willingness to provide referrals.
D.	willingness to pay premium prices.
Answer» E.

Discussion

298.	Most service marketers in the west compete at ___product/service level
A.	Core
B.	Augmented
C.	Expected
D.	Tangible
Answer» C. Expected

Discussion

299.	KFC which has its only outlet at Bangalore in the country is all set to open its retail outlets in Delhi and Hyderabad. Which stage of the PLC is it in?
A.	Introduction
B.	Growth
C.	Maturity
D.	Decline
Answer» B. Growth

Discussion

300.	Who formulated the SERVQUAL Scale?
A.	Zeithmal and Bitner
B.	Zeithmal and Berry
C.	Zeithmal, Parsuraman and Bitner
D.	Zeithmal, Parsuraman and Berry
Answer» D. Zeithmal, Parsuraman and Berry

Discussion

Explore topic-wise MCQs in General Management.

……….is the difference between customer expectations and perceptions.

Consumer behaviour is a term that refers to

When service is produced via a cooperative effort between customers and serviceproviders, this isreferred to as:

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:

Service marketers consider which of the following?

Which of the following is not a typical benefit associated with self-service?

Which of the following is not an element of blueprinting in a service process?

A service guarantee must not be _____

Successful service companies focus their attention on both their customers and their employees.They understand ___________________, which links service firm profits with employee

Which of the following is not a benefit of direct distribution of services?

Fundamentally, conflict arising in a service situation between any two parties

The ability of a product, part or service to perform its intended function under an appropriate set of conditions is its:

Research that examines the customer’s perspective of a firm’s strengths and weaknesses is called:

Service design often differs from product design for which one of these considerations?

Which of the following is not a strategic management task of a retailer?

Which of the following factors does not influence service delivery?

_______ are attributes that can be discerned only after purchase or duringconsumption

The market-focused management model, supported by the service triangle, is based on the belief that:

Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called

ICICI-Pru Life Insurance has introduced a new Insurance product for children with a very lower expense ratio. The pricing strategy followed would be:

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?

Which sector should have the most concern for environmental issues?

With respect to consumer behaviour, one's friends, and relatives could be considered a:

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:

Which of the following is not a factor that will influence customer satisfaction or dissatisfaction during the service encounter?

An e-service is a (an) __________ available via the net.

Branding in a service can be developed through various ways. Music World outlets run by franchisees are anexample of

Eating out in a restaurant with white linen napkins, candlelight, and a wine list is anexample of which of the following categories?

The main enabling factor for the global reach of services is:

Which of the following is not a major element of physical evidence?

Businesses such as fast food restaurants would fall where along the Scale of Market Entities?

Which of the following is not a necessary strategy in the effective promotion of services?

Qatar Airways’ first-class passengers sit in a semi-private pear-wood berth that convert into a bed, thusproviding more comfort on long flights. This service is an example of theairlines

Which of the following is NOT an internal factor that influences the consumer product acquisition process include

The intangible aspect of a service spring forth for which of the following serviceproduct levels?

The two main industries that comprise the activities we call tourism are:

Possible solutions that minimize the problems caused by intangibility include all of the following except:

The main characteristic of Service is________

Which of the following scenarios is likely to lead to the highest levels of customer dissatisfaction?

The demand for services marketing knowledge has increased for all of the following reasons except:

Which of the following is not a evidence of service as experienced by the customer?

Marketing services agencies includes

Tell whether this statement is right or wrong: Service is somewhat like a rental. The statement is

Which of the following is not a type of demand-based pricing strategy?

Factors that can help in differentiation of services includes

Loyal customers offer advantages with regard to:

Most service marketers in the west compete at ___product/service level

KFC which has its only outlet at Bangalore in the country is all set to open its retail outlets in Delhi and Hyderabad. Which stage of the PLC is it in?

Who formulated the SERVQUAL Scale?