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.
| 301. |
Which of the following is a major criticism of the SERVQUAL scale? |
| A. | short questionnaire |
| B. | validity of the five service quality dimensions |
| C. | does not predict consumer purchase intention |
| D. | contact personnel |
| Answer» C. does not predict consumer purchase intention | |
| 302. |
Matching the demand and supply of service |
| A. | is required as supply is delivered during interactions between the supplier and the customer. |
| B. | can be done by servicing customers during non‐peak periods. |
| C. | can be done by increasing supply during periods. |
| D. | all of the above. |
| Answer» E. | |
| 303. |
If the marketing department for a tutoring service hires a class of graduate students to conduct and tabulate research on consumer rankings of its educational offerings, the tutoring service is increasing its productivity through: |
| A. | Adopting a manufacturing approach |
| B. | Requiring service providers to work more quickly |
| C. | Increasing the quality of service provided by surrendering some quantity |
| D. | Finding a more effective way to perform a necessary task |
| Answer» E. | |
| 304. |
Understanding the customer is a critical step toward minimizing or completely eliminating the: |
| A. | knowledge gap |
| B. | standards gap |
| C. | delivery gap |
| D. | communications gap |
| Answer» B. standards gap | |
| 305. |
In the event of a mistake in service delivery, the organization’s priority should |
| A. | Justify its actions |
| B. | Protect its employees |
| C. | Revise the procedures |
| D. | Service recovery |
| Answer» E. | |
| 306. |
Which of the following initiatives will not help a company retain the best people? |
| A. | Treat employees as customers |
| B. | Measure and reward strong service performance |
| C. | Include employees in the company’s vision |
| D. | Provide supportive technology and equipment |
| Answer» C. Include employees in the company’s vision | |
| 307. |
Which of the following is not a market penetration strategy? |
| A. | Maintaining or increasing the market share of existing services |
| B. | Entering new markets with the existing services |
| C. | Driving away competitors by restructuring a market |
| D. | Inducing existing customers to use the services frequently |
| Answer» C. Driving away competitors by restructuring a market | |
| 308. |
The appearance of the production facilities and the interpersonal skills of actual service providers are critical in __________ services. |
| A. | Low-contact |
| B. | Equipment-based |
| C. | Industrial |
| D. | Nonprofessional |
| Answer» E. | |
| 309. |
A consumer has taken a club membership for his entire family. What kind of needsdoes he hope to fulfill by availing the club’s services? |
| A. | Self actualization needs |
| B. | Security needs |
| C. | Social needs |
| D. | Physiological needs |
| Answer» D. Physiological needs | |
| 310. |
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 | |
| 311. |
Which of the following is not an external factor that influences consumer behavior? |
| A. | Social class |
| B. | Culture |
| C. | Service personnel behavior |
| D. | Reference groups |
| Answer» D. Reference groups | |
| 312. |
Identify the one which comes under service marketing ______. |
| A. | insurance |
| B. | motor cars |
| C. | refrigerators |
| D. | television |
| Answer» B. motor cars | |
| 313. |
Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich 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 | |
| 314. |
Quality Gaps include: |
| A. | The Management Perception Gap; The Quality Specification Gap; The Service Delivery Gap |
| B. | The Management Perception Gap, The Market Communication Gap, The Quality Improvement Gap |
| C. | The Service Delivery Gap, The Market Communication Gap; The Information Gap |
| D. | The Service Delivery Gap, The Management Perception Gap, The implementation Gap |
| Answer» B. The Management Perception Gap, The Market Communication Gap, The Quality Improvement Gap | |
| 315. |
A ___________ is a form of product that consists of activities, benefits, orsatisfactions offered for sale that are essentially intangible and do not result in the ownership ofanything. |
| A. | Service |
| B. | Demand |
| C. | Need |
| D. | Physical object |
| Answer» E. | |
| 316. |
The service sector that is the fastest growing sector in terms of employment is: |
| A. | Wholesale and retail trade |
| B. | Transportation and warehousing |
| C. | Financial activities |
| D. | Professional and business services |
| Answer» D. Professional and business services | |
| 317. |
Which amongst the following is not true regarding the promotional strategies of services? |
| A. | Intermediaries have a key role in the promotion of services |
| B. | Service personnel play a larger role in promoting services |
| C. | Physical evidence tangibilizes the services |
| D. | Services cannot ne inventoried |
| Answer» D. Services cannot ne inventoried | |
| 318. |
Customers should be retained by a service business because retained customers (Choosethe false statement) |
| A. | are profitable in the long run |
| B. | are retired and cannot do their work by themselves |
| C. | do not mind small increases in price |
| D. | advise other customers to purchase from the service business |
| Answer» C. do not mind small increases in price | |
| 319. |
Evaluation of Medical Diagnosis service is mainly depends on |
| A. | High in experience quality |
| B. | High in credence quality |
| C. | High in search quality |
| D. | Both a and c |
| Answer» C. High in search quality | |
| 320. |
_____ extended the GAPs Model by _____ GAPs. |
| A. | ArashShahin; 2 |
| B. | Dwayne D Gremler; 2 |
| C. | ArashShahin; 3 |
| D. | Dwayne D Gremler; 3 |
| Answer» D. Dwayne D Gremler; 3 | |
| 321. |
The importance of physical environment as an element of physical evidence springsforth through all of the following except |
| A. | Layout |
| B. | Communications |
| C. | Atmosphere |
| D. | Aesthetics |
| Answer» D. Aesthetics | |
| 322. |
The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true? |
| A. | An increase in corporate costs |
| B. | Bad word of mouth |
| C. | A negative impact on corporate or local image |
| D. | Negatively confirmed quality |
| Answer» B. Bad word of mouth | |
| 323. |
The highest level of Customer Expectation is _____ |
| A. | Ideal Expectation |
| B. | Normative Expectation |
| C. | Acceptable Expectation |
| D. | None of the above |
| Answer» D. None of the above | |
| 324. |
Early adopters, of which opinion leaders are large comprised, tend to be: |
| A. | Generalized; that is, they tend to lead the group on most issues |
| B. | More likely to buy new products before their friends do and voice their opinions about them |
| C. | From the upper class; people from other classes are more likely to be followers |
| D. | Quiet, withdrawn people who don't make fashion statements or take risks easily |
| Answer» C. From the upper class; people from other classes are more likely to be followers | |
| 325. |
_______ firms may serve the business market, the private individual or may serve bothmarket segments. |
| A. | Consumer oriented service. |
| B. | Professional services. |
| C. | Personal services. |
| D. | Trade services. |
| Answer» B. Professional services. | |
| 326. |
Which of the following is not an issue in the pricing of services? |
| A. | Availability of raw materials |
| B. | Competitor pricing |
| C. | Positioning |
| D. | Demand levels |
| Answer» E. | |
| 327. |
Top firms audit service performance by collecting measurements to probe customersatisfiers and dissatisfiers. |
| A. | Customer satisfier |
| B. | Customer complaint |
| C. | Voice of the customer |
| D. | Psychological |
| Answer» E. | |
| 328. |
Segmenting the market according to the customer use of the service is an example of_____ segmentation |
| A. | Demographic |
| B. | Geographic |
| C. | Behavioral |
| D. | Psychographic |
| Answer» D. Psychographic | |
| 329. |
Perceived Service Quality concept includes which of the following? |
| A. | Credibility, Security, Process |
| B. | Access, Service, Communication |
| C. | Reliability, Courtesy, Communication |
| D. | Courtesy, Access, Choice |
| Answer» D. Courtesy, Access, Choice | |
| 330. |
Services such as accounting, engineering, research and management consulting providedbyfirms traditionally classified as _________. |
| A. | business services. |
| B. | hospitality services. |
| C. | health care services. |
| D. | professional services. |
| Answer» E. | |
| 331. |
Airlines can try to influence demand for their products and control the perishability characteristic of service by: |
| A. | Creating a slogan that focuses on service reliability |
| B. | Doing away with the poor image of airplane food |
| C. | Offering roomier seats |
| D. | Cultivating non-peak demand |
| Answer» E. | |
| 332. |
The Zone of Tolerance concept assumes: |
| A. | That customers can tolerate a variation in the real experiences and still consider them acceptable. |
| B. | That customers do not have expectations of a service attribute on a single level. |
| C. | That customers' expectations exist on two levels. |
| D. | All the above are true |
| Answer» E. | |
| 333. |
Services are typically produced and consumed simultaneously. This is an example ofthe________characteristic of services. |
| A. | Intangibility |
| B. | Variability |
| C. | Inseparability |
| D. | Simultaneously |
| Answer» E. | |
| 334. |
Which of the following should not be done with service customers when they are aggrieved with a service failure? |
| A. | apologise for the service failure |
| B. | make good (recover) the service |
| C. | laugh as much as possible so that customers start laughing and forget about the failed service |
| D. | look at the situation from the customer’s point of view and satisfy or even delight them |
| Answer» D. look at the situation from the customer’s point of view and satisfy or even delight them | |
| 335. |
Which of the following is not an essential step in building a service blueprint? |
| A. | Identifying process |
| B. | Identifying customer segment |
| C. | Mapping customer’s view |
| D. | Mapping complexities |
| Answer» E. | |
| 336. |
Which is the nearest in meaning to the word ‘Augmented Service’ |
| A. | Supplementary Service |
| B. | Increased Service |
| C. | Support Service |
| D. | Auxiliary Service |
| Answer» C. Support Service | |
| 337. |
No two services are precisely alike. This characteristic is known as: |
| A. | Selling |
| B. | Production |
| C. | Heterogeneity |
| D. | Consumption |
| Answer» C. Heterogeneity | |
| 338. |
The single group within society that is most vulnerable to reference group influence is |
| A. | The older consumer who feels somewhat left out of things |
| B. | Married women, many of whom feel a need for stability in their lives |
| C. | New immigrants who really want to assimilate into their new culture |
| D. | Children, who base most of their buying decisions on outside influences |
| Answer» E. | |
| 339. |
You watch the mountains while travelling in a bus from one city to another. This is anexample of |
| A. | superior service quality |
| B. | by‐service |
| C. | waste service |
| D. | augmented service |
| Answer» C. waste service | |
| 340. |
Degree to which manufactured units are identical and meet specification given bycustomersis classified as |
| A. | reliability |
| B. | durability |
| C. | performance quality |
| D. | conformance quality |
| Answer» E. | |
| 341. |
The level of service consumers actually expect from a service firm is the: |
| A. | Adequate service level. |
| B. | Desired service level. |
| C. | Ideal service level. |
| D. | Predicted service level |
| Answer» E. | |
| 342. |
Micro marketing includes |
| A. | Segment marketing and niche marketing |
| B. | Mass marketing and demographic marketing |
| C. | Local marketing and individual marketing |
| D. | Individual marketing self marketing |
| Answer» D. Individual marketing self marketing | |
| 343. |
Servicescape refers to |
| A. | Service landscape |
| B. | Service factory |
| C. | Place where the service is delivered |
| D. | Beautiful landscape |
| Answer» D. Beautiful landscape | |
| 344. |
If a firm is practicing …………… the firm is training and effectively motivating its customer-contractemployees and all of the supporting service people to work as a team to provide customer satisfaction |
| A. | Double-up –marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | Service marketing |
| Answer» C. Interactive marketing | |
| 345. |
Which financial institution regulates the insurance products in India? |
| A. | IRDA |
| B. | IDRA |
| C. | IRAD |
| D. | IADR |
| Answer» B. IDRA | |
| 346. |
Is services are low price sensitive |
| A. | Incorrect |
| B. | Correct |
| C. | Somewhat Correct |
| D. | None of the above |
| Answer» C. Somewhat Correct | |
| 347. |
As per service-quality model, the capacity to complete the promised service accuratelt and dependably is …………… |
| A. | Responsiveness |
| B. | Reliability |
| C. | Assurance |
| D. | Empathy |
| Answer» C. Assurance | |
| 348. |
Which of the following is not an element of physical evidence ? |
| A. | Motivation |
| B. | Team work |
| C. | Customer training |
| D. | Flow of activities |
| Answer» E. | |
| 349. |
Successfulservice companies focus their attention on both their customer and their employees. Theyunderstand ……………, which links service firm profits with employee and customer satisfaction. |
| A. | Internal marketing |
| B. | Service profit chains |
| C. | Interactive marketing |
| D. | Service marketing |
| Answer» C. Interactive marketing | |
| 350. |
…………… is example of a service where the customer typically goes to the service organization |
| A. | House painting |
| B. | A credit card company |
| C. | A taxi services |
| D. | The theatre |
| Answer» E. | |