Marketing – Set 1 January 29, 2025 by aasi 0% Report a question What’s wrong with this question? You cannot submit an empty report. Please add some details. 1234567891011121314151617181920212223242526272829303132333435363738394041424344454647484950 Marketing – Set 1 Dear ! This is Marketing – Set 1 Quiz and it contains 50 questions. Keep Learning! 1 / 50 1) In a services context, distribution embraces all of the following elements EXCEPT ___________. core services flow product flow information and promotion flow negotiation flow 2 / 50 2) _________ is an attitude formed by a long-term, overall evaluation of a firm’s performance. Customer satisfaction Negative disconfirmation Positive disconfirmation Service quality 3 / 50 3) Which of the following is not generally accepted as being part of the extended marketing mix for services? Product Price Process Practice 4 / 50 4) If a firm is practicing ___________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction. Double-up marketing Internal marketing Interactive marketing Service marketing 5 / 50 5) A tool for assessing the level of service quality based on the difference between users expectations and the service experience delivered is: The service dashboard The service quality gap model The balanced scorecard The information value model 6 / 50 6) __________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value. Total Variable Life cycle Net Out of pocket 7 / 50 7) Which of the following is not an element of physical evidence? Employee Dress Employee Training Equipment Facility Design 8 / 50 8) According to Parasuraman, Zeithaml & Berry, the most important determinant of service quality is: Responsiveness Reliability Assurance Empathy 9 / 50 9) ____________ is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view. Front of Planning Service Blueprinting Service standardization None of these 10 / 50 10) Standardized and customized flow of activities, simple and complex number of steps and customer involvement by which a service is delivered is called – Place Mix Physical evidence mix Process mix People mix 11 / 50 11) What is the sequence of steps for the service recovery process? Anticipating customer needs, acknowledging their feelings, Apologising and Owning the responsibility, Offering alternatives, making amends Acknowledging their feelings, Apologising and Owning the responsibility , making amends, anticipating customer needs, offering alternatives Acknowledging their feelings, Apologising and owning the responsibility, offering alternatives, making amends, anticipating customer needs Acknowledging their feelings, offering alternatives, Apologising and owning the responsibility, making amends, anticipating customer needs 12 / 50 12) 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. Intangible clues Tangible clues Blueprint Performance measures 13 / 50 13) Attributes where consumers can evaluate only during or after the consumption process is known as Credence qualities Experience qualities Search qualities None of the above 14 / 50 14) The services a customer expects are called the ______service package. Expected Augmented Primary Secondary Perceived 15 / 50 15) What are the five principle dimensions to judge service quality? Reliability, responsiveness, assurance, empathy, tangibles Reliability, response, assurance, empathy, tangibles Reliability, responsiveness, assurance, empathy, targets Reliability, responsiveness aspects, empathy, tangibles 16 / 50 16) The difference between desired service and the level of service considered adequate is known as Service quality Tolerance zone GAP SERQUAL 17 / 50 17) Which of the following is not an element of people? Motivation Flow of activities Customer training Teamwork 18 / 50 18) How many type of price discriminations are there? 1 2 3 4 19 / 50 19) Which of the following is not one the five dimensions that is measured by the SERVQUAL SCALE? tangibles employee satisfaction responsiveness assurance 20 / 50 20) Which is a type of auction? Open descending Open close Sealed price Sealed ascending 21 / 50 21) Successful service companies focus their attention on both their customers and their employees. They understand ___________, which links service firm profits with employee and customer satisfaction. Internal marketing Service-profit chains Interactive marketing Service differentiation 22 / 50 22) __________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service. Physical evidence People Place Process 23 / 50 23) __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed. Servicespace Servicescape Serviceplace Servicescope 24 / 50 24) The collection of strategies and tactics firms use to scientifically manage demand for their products and services is known as Customer profitability management Cost of service delivery Segmented pricing Revenue management 25 / 50 25) The moments of interaction between the customer and the service firm are called: Servuction junction critical incidents core service failures service recovery 26 / 50 26) Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of: Price of the service Processes used in carrying out the service Intangible outcomes e.g. the performance of an investment portfolio Tangible outcomes 27 / 50 27) Research has shown that customers are more likely to choose a self-service channel if they have ____________. lower knowledge about a service a preference for convenience purchased the product before a high need for personal interaction 28 / 50 28) During a service recovery effort, the employee was very empathetic to the customer’s plight and agreed to replace the defective product. However, it took three months for the replacement product to show up which was much later than the customer had anticipated. As a result, the recovery effort violated the customer’s ___________ justice need. social distributive interactional procedural 29 / 50 29) Services that do not meet customer expectations are called: service failures critical incidents Servuction failures service recovery 30 / 50 30) Perception of Performance- Expectation gives us Customer motivation Customer service Customer satisfaction Customer performance 31 / 50 31) The difference between which two expectation standards is the zone of tolerance? Desired service, adequate service Professional service, adequate service Desired Service, optimal service Desired service, advance service 32 / 50 32) The intangibility of services has implications for the choice of _________. Brand elements Location Price Product features Channels of distribution 33 / 50 33) The SERVQUAL dimension that measures consumer views that reflect the security of the firm’s operations is the ________ dimension. tangibles employee satisfaction responsiveness assurance 34 / 50 34) __________ are the only service distributors which o not require direct human interactions. Electronic channels SSTS Direct service channels Speculative channels 35 / 50 35) __________ has become a popular way to expand delivery of an effective service concept to multiple sites without the level of investment capital that would be otherwise needed. Multi-site expansion Sub-contracting Franchising Company-owned expansion 36 / 50 36) A firm’s reaction to a customer complaint that results in customer satisfaction and goodwill is called a: service recovery paradox service recovery critical incident moment of truth 37 / 50 37) ___________ are the only service distributors which do not require direct human interactions. Electronic channels SST’s Direct Service channels Speculative channels 38 / 50 38) __________ is an example of a service where the customer typically goes to the service organization House painting A credit card company A taxi service The theatre 39 / 50 39) _________ are complaints that are expressed without the expectation that the problem will be solved. ostensive instrumental reflexive non-instrumental 40 / 50 40) Research has shown that younger and higher income customers are more likely to use __________ channels. self-service single site Personal Impersonal 41 / 50 41) The fact that a business traveller may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service: Intangibility Inseparability Variability Perishability 42 / 50 42) All human actors who play a part in service delivery and thus influence the buyers perceptions: namely, the firms personnel, the customer and other customers in the service environment. Process Physical environment People Place 43 / 50 43) The extended marketing mix for services includes: People, Processes and _________. Product Physical Evidence Promotion Place 44 / 50 44) According to Parasuraman, Zeithaml & Benny, the most important determinant of service quality is: Responsiveness Reliability Assurance Empathy 45 / 50 45) Service failures involving problematic customer include _________. uncooperative customers breaking company policies verbal and physical abuse all of the these 46 / 50 46) Added features to an offering are called _________ service features. A.Expected Perceived Secondary Primary Augmented 47 / 50 47) Consumer complaints tend to be: instrumental and ostensive instrumental and reflexive non-instrumental and ostensive non-instrumental and reflexive 48 / 50 48) The element of service quality which is defined as ‘the knowledge and courtesy of employees and their ability to convey trust and confidence’ Tangibles Reliability Assurance Empathy 49 / 50 49) Which of the following statements pertaining to the SERVQUAL scale is correct? SERVQUAL compares perceptions to what customers would normally expect SERVQUAL is a 22-item scale SERVQUAL consists of four service quality dimensions SERVQUAL compares perceptions to what a customer should expect from a firm the delivers high-quality services 50 / 50 50) Text messaging is a type of which promotion strategy? 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