Download Calicut University M.Com Latest 2020 Service Marketing Question Bank

FirstRanker.com

School of Distance Education

SERVICE MARKETING

--- Content provided by​ FirstRanker.com ---

M.COM IV SEM ELECTIVE: MC4E(M)04

MULTIPLE CHOICE QUESTIONS

1. A. Is a form of product that consist of activities, benefits, or satisfaction offered for sale that are essentially intangible and do not result in the ownership of anything?
   1. Service
   2. Demand
   3. Need

   --- Content provided by​ FirstRanker.com ---

   4. Physical object
2. All of the following are examples of service except;
   1. Banking
   2. Hotels and motels
   3. Tax preparation

   --- Content provided by‍ FirstRanker.com ---

   4. Computer software
3. Distinct characteristics of services is ?
   1. Intangible
   2. Inseparability
   3. Variability

   --- Content provided by‍ FirstRanker.com ---

   4. Perishability
4. The services a customer expects are called services package?
   1. Expected
   2. Augmented
   3. Primary

   --- Content provided by⁠ FirstRanker.com ---

   4. Secondary
5. Added features to an offering are called service features?
   1. Perceived
   2. Secondary
   3. Expected

   --- Content provided by​ FirstRanker.com ---

   4. Augmented
6. Intangibility, perishability, inseparability, and variability are the characteristics of :
   1. Products
   2. Services
   3. Goods

   --- Content provided by‌ FirstRanker.com ---

   4. Both 'a' and 'b'
7. are the only service distributors which do not require direct human interactions?
   1. Electronic channels
   2. Direct service channels
   3. SSTS

   --- Content provided by FirstRanker.com ---

   4. Speculative channels
8. is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
   1. Service space
   2. Service place
   3. Service escape

   --- Content provided by FirstRanker.com ---

   4. Service scope
9. is defined as the caring, individualised attention that the firm provides its customers.
   1. Empathy
   2. Responsiveness
   3. Sympathy

   --- Content provided by⁠ FirstRanker.com ---

   4. Assurance
10. Which of the following is not a element of people?
    1. Motivation
    2. Team work
    3. Customer training

    --- Content provided by FirstRanker.com ---

    4. Flow of activities
11. Which of the following is not an element of physical evidence?
    1. Employees dress
    2. Equipment
    3. Employees training

    --- Content provided by FirstRanker.com ---

    4. Facility design
12. In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ?
    1. Feedback
    2. Feed forward
    3. Both 'a' and 'b'

    --- Content provided by‌ FirstRanker.com ---

    4. None of these
13. Which of the following is not generally accepted as being part of the extended marketing mix for services?
    1. Product
    2. Price
    3. Process

    --- Content provided by​ FirstRanker.com ---

    4. Practice
14. Services cannot be stored. This describes the characteristic of services?
    1. Intangibility
    2. Variability
    3. Inconsistency

    --- Content provided by FirstRanker.com ---

    4. None of the above
15. describes the employees skills in serving the client.
    1. Internal marketing
    2. Interactive marketing
    3. External marketing

    --- Content provided by‍ FirstRanker.com ---

    4. Communicating market

ANSWER KEY

1.a 2.d 3.a 4.c 5.b 6.b 7.a 8.c 9.d 10.d 11.b 12.b 13.d 14.c 15.c

Prepared by:

--- Content provided by⁠ FirstRanker.com ---

Sri. Nazar. K

Assistant Professor on contract,

School of Distance Education,

University of Calicut.

FirstRanker.com

--- Content provided by‌ FirstRanker.com ---