FF42
1.
2.
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7.
8.
Which of the following is true with
regard to services?
(a) Services are produced at the
expense of other sectors
(b) Service production is primarily
labour intensive
(c) Service jobs are low paying
(d) People value service as much as
products
Post office, police, fire dept are
example of –
(a) Government services, for profit
(b) Government service, for non-profit
(c) Non-government services, for profit
(d) Non-government services, for nonprofit
The increase in per capital income has
caused –
(a) Affluence
(b) Effervescence
(c) Influence
(d) Confluence
Which are the true statements below?
(a) Life expectancy has grown up
(b) Life complexity has grown up
(c) Product complexity has gone up
(d) All of the above
Which of the following is not a valid
reason for rise of services sector in
India?
(a) Increase in per capita income
(b) Life’s complexity
(c) Reduced leisure preference
(d) Increased life expectancy
Services are regulated world-over
through which agreement?
(a) GATT
(b) GATS
(c) UNESCO
(d) ESCAP
Which of the following is not a major
service category?
(a) Recreation
(b) Education
(c) Construction
(d) Agriculture
‘Everybody is in service’ who said it?
(a) Philip Kotler
(b) Peter F. Drunker
(c) Levitt
(d) Michael Porter
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9.
10.
11.
12.
13.
14.
15.
16.
The products that one can evaluate
only after its consumption are known as
(a) Search goods
(b) Experience goods
(c) Consumer goods
(d) Tangible goods
Which of the following are experience
goods?
(a) Shampoo
(b) Holidays
(c) Motorbike
(d) Soap
When goods supplied by two different
suppliers look identical and hard to
distinguish, the goods are –
(a) Tangible goods
(b) Intangible goods
(c) Pure tangible goods
(d) Experience goods
Which of the following is not true with
regard to services?
(a) Services are intangible
(b) Services are process
(c) Customers have no role in it
(d) Services are Heterogeneous
Who defined services as the intangibles
yielding satisfaction?
(a) Regan
(b) Rathmell
(c) Levitt
(d) Philip Kotler
In case of services_______, there is no
direct relationship between price paid
and service rendered –
(a) Offered MNDs
(b) Offered by public institutions
(c) Of urgent nature
(d) Of private sector
“Services can be bought or sold, but
you can not drop on your foot.” Who
defined services like this?
(a) Rathmell
(b) Lehtinem
(c) Kotler
(d) Gummeson
Judd’s classification of services does
not include –
(a) Rented goods services
(b) Owned goods services
(c) Purchased goods services
(d) Non-goods services
(1)
FF42
17. As per Judd’s proposed scheme for
classifying services, the experiential
possessions are types of –
(a) Rented good services
(b) Owned goods services
(c) Purchased goods and services
(d) Non-goods services
18. As per proposed services classification
by Rathmell, following is not included –
(a) Type of seller
(b) Type of buyer
(c) Degree of satisfaction
(d) Degree of regulation
19. Whose proposed classification is based
on extent of customer contract required
in service delivery?
(a) Kotler
(b) Chase
(c) Shostack
(d) Rathmell
20. Which of the following is not a part of
people based classification advocated
by chase?
(a) Unshelled labour
(b) Skilled labour
(c) Professional staff
(d) Administration staff
21. As per Lovelocles service classification,
relationships with customers can be
following –
(a) Continuous delivery
(b) Discrete transactions
(c) Membership relation
(d) All of the above
22. In USA GDP, contribution of which
sector is lowest –
(a) Services
(b) Agriculture
(c) Industry
(d) Mining
23. In India, the fastest growing sector is –
(a) Services
(b) Agriculture
(c) Industry
(d) Mining
24. Which of the following sectors is
exempt from taxes India?
(a) Services
(b) Agriculture
(c) Manufacturing
(d) Mining
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25. _______ has become the world’s
largest employer –
(a) I.T
(b) Railway
(c) Healthcare
(d) Tourism
26. What in ‘T’ in ‘DOT’ in India?
(a) Transportation
(b) Technology
(c) Telecommunications
(d) Tourism
27. Services are produced, distributed and
consumed
simultaneously.
This
characteristic is called –
(a) Inseparability
(b) Pershability
(c) Intangibility
(d) Heterogeneity
28. The characteristic of services that it can
not be stored is named as –
(a) Inseparability
(b) Pershability
(c) Intangibility
(d) Heterogeneity
29. What is the strategy for meeting difficult
standardization and quality control of
services?
(a) Industrialize
(b) Customize
(c) Word-of-mouth
(d) Both (a) and (b)
30. If an airlines has few seats vacant in a
flight, it is a reflection of –
(a) Pershability
(b) Inseparability
(c) Intangibility
(d) Heterogeneity
31. If the asks for a candy and eats it, he is
the –
(a) Initiator
(b) Influence
(c) User
(d) Both (a) and (c)
32. The person who acts as a filter on the
range of services which enter the
choice set, is called (a) Influencer
(b) Gatekeeper
(c) Initiator
(d) User
(2)
FF42
33. What is ‘M’ in AMC?
(a) Management
(b) Material
(c) Marketing
(d) Maintenance
34. The consumer’s decision to purchase
or reject a product is the ______ for the
marketer –
(a) Ultimate decision
(b) Choice
(c) Situation of truth
(d) Moment of final truth
35. Stories atmosphere is a _______
variable for buying decision –
(a) Personal
(b) Psychological
(c) Situational
(d) Social
36. Which of
the following
is a
psychological
variable
in
buyer
behaviour?
(a) Personality
(b) Perception
(c) Culture
(d) Lifestyle
37. The group of people to whom buyes
look for guidance are –
(a) Family
(b) Neighbours
(c) Seniors
(d) Reference group
38. A learned predisposition to respond in a
favorable or unfavorable manner, is
called –
(a) Perception
(b) Motivation
(c) Attitude
(d) Drive
39. Process of selecting, organization and
interpretation of information is –
(a) Perception
(b) Motivation
(c) Attitude
(d) Drive
40. In behavioural dimensions, the opposite
of ‘stable’ is –
(a) Introvert
(b) Rigid
(c) Neurotic
(d) Dependant
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41. Pattern of living of a person is called –
(a) Personality
(b) Charisma
(c) Traits
(d) Lifestyle
42. What is ‘I’ in A-I-O?
(a) Introvert
(b) Industrial
(c) Individual
(d) Interests
43. Which of the following is not a
demographic variable?
(a) Age
(b) Gender
(c) Education
(d) Lifestyle
44. Products are classified as –
(a) Search product
(b) Credence products
(c) Experience products
(d) All of the above
45. Ten
qualities
which
influence
consumers evaluation of services, were
identified by –
(a) Parsuraman
(b) Kotler
(c) Porter
(d) Levitt
46. 4Ps as marketing mix were devised by
–
(a) Borden
(b) McCarthy
(c) Kotler
(d) Lazer
47. Which is the fifth product level?
(a) Expected product
(b) Augmented product
(c) Potential product
(d) Basic product
48. Music and aroma in a hotel room falls
in which category –
(a) Expected product
(b) Augmented product
(c) Basic product
(d) Potential product
49. Provision of a health club in a hotel is
example of –
(a) Room services
(b) Case services
(c) Facilitating services
(d) Support services
(3)
FF42
50. The price tactics to build up demand
during non-peak period, is –
(a) Discount pricing
(b) Diversionary pricing
(c) Differential pricing
(d) Loss leader pricing
51. To satisfy a customer seeking
assurance befox payment. The price
tactics suggested is –
(a) Grantee pricing
(b) Discount pricing
(c) Loss leader pricing
(d) Diversionary pricing
52. Advertising is part of –
(a) Marketing mix
(b) Product mix
(c) Promotion mix
(d) Strategy mix
53. An eye-surgeon organizing free eyecamps, is an example of –
(a) Advertising
(b) Sales promotion
(c) Publicity
(d) Public relation
54. Who suggested 7Ps for services
marketing?
(a) Kotler
(b) Prorden
(c) McCarthy
(d) Booms and Bitner
55. Which of the following is not a part of
4Ps?
(a) Promotion
(b) Place
(c) People
(d) Pricing
56. Internal marketing means –
(a) Marketing within domestic country
(b) Marketing within own state
(c) Marketing within own sector to
businesses
(d) Marketing within company to own
people
57. Physical
facilities
and
process
management were added as Ps by –
(a) McCarthy
(b) McGrath
(c) Borden
(d) Booms and Bitner
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58. Which of the following is not an element
of service evidence?
(a) Price
(b) People
(c) Communication
(d) Environment
59. Aesthetics is a _____ of physical environment
(a) Design factor
(b) Social factor
(c) Personal factor
(d) Ambient factor
60. Which of the following is not used in
marketing communication for services?
(a) Creative advertising
(b) Word-of-month
(c) Service guarantees
(d) Discounts
61. Which of the following is a support
activity in value chain?
(a) Procurement
(b) Operations
(c) Services
(d) Marketing
62. Which of the following is not a support
activity in value chain?
(a) Human resource management
(b) Technology development
(c) Operations
(d) Firm infrastructure
63. BPC stands for –
(a) Behaviour process competency
(b) Buyer’s process card
(c) Balanced process chart
(d) Buyer’s purchase criteria
64. As per Ries and Tront, positioning is
what you do to the –
(a) Product
(b) Process
(c) Markets
(d) Customer’s mind
65. The concept of the de-marketing was
suggested by –
(a) Kotler
(b) Ries and Tront
(c) Zeitham
(d) Levitt
66. Difference
between
what
is
communicated to customer and the
service delivery is called –
(a) Gap-1
(b) Gap-2
(c) Gap-3
(d) Gap-4
(4)
FF42
67. Difference between perceived service
and expected service, is called –
(a) Gap-3
(b) Gap-5
(c) Gap-4
(d) Gap-2
68. Caring, individual attention provided to
the customer is known as –
(a) Empathy
(b) Responsiveness
(c) Assurance
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(d) Sympathy
69. CSFs are –
(a) Customer service focus
(b) Customer service functions
(c) Customer service factors
(d) Critical success factors
70. ‘Marketing Myopia’ was a term coined by –
(a) Kotler
(b) Ries and Tront
(c) Levitt
(d) zeithaml
(5)