FAQ’S 1. What is Service Marketing? Ans.

Service Marketing is that human activity which is directed at achieving organization goals and objectives by satisfying customer needs and wants by performing economic activities whose output is not a physical product and is consumed at the time it is produced and provides added value in forms (such as convience, amusement, timeliness, comfort, or health) that are essentially intangibles concerns of its purchaser.E.g Hospitals, hotels etc. 2. Service V/s Customer Service? Ans. Service is same as above. Customer Service-Is the service provided in support of company core products. It includes answering questions, taking orders, dealing with billing issues, handling complaints, and scheduling maintaince and repairs. Example-Manufacturing companies, IT companies. 3. Service V/s Goods Marketing Ans. The Service marketing differs from the Goods marketing under: 1. 2. 3. 4. Intangibility Heterogeneity Simultaneous Production & Consumption. Perish ability.

4. Service Marketing Mix: Ans. It is a blend of the following things: 1. 2. 3. 4. 5. 6. 7. Product Place Price Promotion People Process Physical Evidence.

5. What are the stages in Consumer Decision Making Process? Ans. The stages are as follows: • • • • • Need Recognition Information Search Evaluation of Alternatives Purchase & Consumption. Post purchase Evaluation.

Remote Encounters 2. Platinum-Most Profitable 2. It is extent of which the customer recognizes and willing to accept the variation in the service promised to him is called zone of Tolerance. Lead Tier 12. What are Service Encounters or Moments of truth? Ans. This philosophy assumes that many consumers prefer to have an ongoing relationship with one organization than to switch continually among providers in their for value. What is Service Recovery? Ans. The 80-20 Customer Pyramid Concept is used in Relationship marketing which says that 20 % of customers produce 80 % of sales or profit. It is a philosophy of doing business. Assurance 4. Face to face Encounters. Gold Tier 3. What is Complaint solicitation in Services? Ans. Some people have high zone of Tolerance and some have low zone of Tolerance. Reliability 2. Customer can actually see what kind of service is provided to him by the service provider.Service Recovery refers to the actions taken by an organization in response to a service failure. It’s the time when the customer actually comes in to the direct contact with the service provider. The various Service Quality dimensions are: 1. What is Relationship Marketing? Ans. In this the complete documentation of the various complaints through many channels and noticing the most frequent complaints and taking steps to eliminate it.6. Responsiveness 3. a strategic orientation that focuses on keeping and improving current customers rather than on acquiring new customers. What is Zone of Tolerance? Ans. It is the activity done to fix the service right for the failure of the service provided the previous time. 11. The various types of Service Encounters are: 1. Phone encounters 3. 10. . 7. What are the various Service Quality Dimensions? Ans. Tangibles 8. What is 80/20 Customer Pyramid? Ans. The various levels of Customer Pyramid are: 1. 9. Iron Tier 4. Empathy 5.

What are various types of New Services? Ans. It is an assurance of the quality of or length of use to be expected from product offered for sale often with a promise of reimbursement. 18. What is a Service Blue Print? Ans. 17.Eg. New Services 4. Package 2. Service Line Extensions 5. Style Changes. Hotels. 16. It is a triangle which depicts the relationshiop between the Company. Service Guarantee? Ans. The company I interacts with its customers through external marketing and make promises. . A service Blue is a picture or map that accurately portrays the service system so that the different people involved in provding it can understand and deal with it objectively regardless of their roles or their individual points of view. What is Physical Evidence? Ans. They are useful at the design and redisgn stages of service development. Facilitator 3. hospitals. What is Service Recovery Paradox? Ans. Physical Evidence: Service Escape+ Tangibles Roles of Service Escapes: 1. Banks etc. What is Service Marketing Triangle? Ans. Differentiator.then its also has internal marketing communication with its employees . Major Innovations: Undefined Services yet to be introduced in market 2. 15. The various types of New Services are: 1. its Employees & its Customers. now the service marketing triangle says that the employees should be properly communicated by the company for the promises they have made to their customers so that there is no communication gap when the employee is actually serving the customer. Start up Business 3. 14. It says that if the customer is dissatisfied of the service on the previous occasion but experience a high level of excellent service recovery may ultimately be even more satisfied and more likely to repurchase than are those satisfied in the first place. Socializer 4. It is the Environment in which the service is deliverd and where the firm and the customer interact and the tangibles commodities that facilitate performance or communication of the service.13. Service Improvements 6.

The are the link between the external customers and the environment and the internal operations of the organization. showing sincere interest and engaging friendly conversation with the people who are essentially strangers and who may or may never be seen again. Providers are unwilling to estimate prices. Q21. 3. Boundaries Spanners are the people who are working at the front-end. So the organization has to maintain a proper mix so that no conflict occurs between them. telecommunication the boundary-spanners are least-skilled. some customers may be very impatient. The different approaches are as follows 1. Cost Based Pricing . teachers etc Q20. and many times be more important concerns than momentary price. Direct or Company owned channels. Example is of McDonald’s. but he is still expected to treat his customers very well. Service heterogeneity limits knowledge. Why is Pricing difficult in Services? Ans.Q19. Individual customers needs vary. and some are very noisy. Q 25. courtesy. some are young. Q22. some are old. Q 23. Price is overwhelming in services 5. accountants. search costs and psychological costs often enter in to the evaluation of whether to buy or rebuy a service. some are peaceful. the various Sources available are 1. lawyers.g doctors. so this arise a conflict which can be avoided if they are made to sit in the different corners of the restaurant. Customer-Mix is the mixtures of various types of customers with which the Company has to deal at a particular. Franchising 3. Who are Boundary Spanners? Ans. 4.E. empathy requires huge amounts of emotional labour from the front –end employees even when they are having bad day in the office or not at all feeling well. In other industries boundary spanners are highly paid. lowest-paid employees in the organization. In industries such as fast-food. What are the approaches to Service Pricing? Ans. Agents and Brokers. Time Costs.What are the various non-momentary costs? Ans. Electronic Channels. The reasons are: 1.g young boys sitting in the restaurant along side with old family and making noise and disturbing the old lot.Friendliness. Q24. making eye contact.It represents other sources of sacrifice perceived by the consumers when buying a nd using the service.Service Intermediaries are the people which actually provide the service to the customers on the behalf of the organization. high educated professionals for e. 2.What is Customer-Mix? Ans. hotels. 4. some are just the opposite.What is emotional Labour? Ans. Emotional Labour means delivering smiles. Prices are not visible.What are the various Service –Intermediaries available? Ans. 2.

a) Discounting b) Odd-Pricing c) Synchro-Pricing d) Penetration Pricing 2. Not delivering to service standards. Value is Low Price. 1. 4. a) Prestige Pricing b) Skimming Pricing 3. Value is whatever I want in a Product or service 3. Demand Based Pricing It involves setting prices consistent with customer perception of value. What are the ‘Service Quality Gap or the Quality Gap Model? Ans. Value is what I get for What I Give. Not matching performance to promises. the difference between customer expectations and perceptions. Quality Gap model mainly focuses on Customer Gap. Value is Low –Price. Value is Everything I want in Service. a) Value Pricing b) Market Segmentation Pricing 4.2. 2. What are the various Pricing Strategies? Ans. Q26. Value is the Quality I get for the Price I Pay 4. Value is the Quality I get for the Price I Pay. 3. Firms need to close this gap-between customer expectations and receive-in order to satisfy their customers and build long term relationships between them. 2. These gaps are as follows: 1. Competion Based Pricing a) Price Signaling b) Going Rate Pricing 3. a) Price Framing b) Price Bundling c) Complementary Pricing d) Result Based Pricing e) Contingency Pricing f) Sealed Bid Pricing g) Money –Back Gaurantee Q27. Not knowing what customers expect. Not selecting the right Service Designs and Standards.) Value is all that I get for all that I give. The Four different meanings of Perceived Value: 1. .To close this all important customer gap. the model suggests that four other gaps-the provider gaps.

My longrange career goal is to be the best information systems technician I can for the company I work for. have you established for your life? Ans. Q30. Whether I am considered to be the best car detailer in my hometown or the best columnist for my college newspaper. While interning with a private organization in Sonalika. it surely must be sales. How would you describe yourself? Ans . Lastly. My past experiences have been in retail and higher education. and entrepreneurial opportunities. You would think that because I am interested in sales. Are you more energized by working with data or by collaborating with other individuals? Ans. 1. I want to be respected by my friends and coworkers for being the best at what I do.Miscellaneous Questions Q28. I like sales because my potential for success is limited only by how much of myself I dedicate toward my goal. Q32.I have prepared myself to transition into work force through real-world experience involving internship. extracurricular. . Let me tell you specifically how I've prepared myself.A in Marketing with minor in Finance at Lovely Professional University. If any profession is founded on self-determinism. including those related to your occupation. More than anything. Both aspects have prepared me well for this career. and experiential background. only financial compensation would motivate me to achieve. I am driven to succeed internally. and technical skills.My past experiences have shown me that I enjoy facing and overcoming the challenge of making a sale. Although monetary rewards are important to me. I am a Post –Graduate student with M. I plan to contribute my leadership. As you can see from my academic. I feel very confident approaching people I don't know and convincing them that they need my product. How has your college experience prepared you for a business career? Ans . I like the validity of information and also like the energy that comes with working with people. I have unconditionally committed myself to success as a marketing professional. compared with when you're working alone. Q29.I want to be working for an excellent company like yours in a job in which I am managing information. once I have practiced my presentation and prepared myself for objections. Without a doubt. What motivates you to put forth you greatest effort? Ans.What specific goals. At the same time. The best thing about working in a group is combining the great minds from different perspectives and coming up with something extremely great. Q31. What influenced you to choose this career? Ans. interpersonal. information can generate vitality in the project you're working .My background to date has been centered around preparing myself to become the very best financial consultant I can become. I want to be recognized as the best Q33.B. I developed a 15-page marketing plan composed in English that recommended more effective ways the company could promote its services.

I think my leadership awards from my college. whether it was terminating an associate or taking judicial action on a resident. which meant that we incessantly worked to keep each movement in the race synchronized. but putting every part of myself into achieving it.I have had many opportunities in both athletics and academics to develop my skills as a team player.Would you describe yourself as goal-driven? Ans. I realize that there are many other college students who have the ability to do this job. Although it is hard to predict the future. the person could see the other side of the situation. I have consistently reached for becoming the very best I can become. I sincerely believe that I will become a very good financial consultant. I also have that ability. Q38. Q36.on. I believe that my abilities will allow me to excel to the point that I can seek other opportunities as a portfolio manager (the next step) and possibly even higher. Q39. Given the investment our company will make in hiring and training you. you can't go very far. a community service organization. Q35. In college and at my previous jobs. . No matter how many heads you've got together. My ultimate goal continues to be -. I learned a great deal about teamwork while competing for relay race because all the racers in the race must act as one. and why those policies exist. can you give us a reason to hire you? Ans. and I'm confident of my abilities in both areas. and my management positions are the result of possessing the qualities you're looking for in an employee. My tenure as a best relay -Player with my college's relay team serves as a good example. we still worked toward group goals through weightlifting. What do you see yourself doing in ten years? Ans.Yes and I demonstrated my goal orientation as president of the local Jaycees-Phagwara. Working in retail and in the residence halls required that I make many unpopular decisions at times. The perfect situation would be a combination of working with information and people. But I also bring an additional quality that makes me the very best person for the job -. Usually by the end of the conversation. Q34. I want to have developed a wonderful bond with my employer I will have proven . What do you expect to be doing in five years? Ans.and will always be -. On an individual basis.I believe I am quite good at handling conflict. and I accomplished that Q37.I sincerely believe that I'm the best person for the job. How would you evaluate your ability to deal with conflict? Ans .Ten years from now I see myself as a successful marketing consultant for a world-class firm like yours. I would always make sure that I fully explained the situation. the policies behind my decision.my attitude for excellence. How would you describe yourself in terms of your ability to work as a member of a team? Ans. without information. Not just giving lip service to excellence. Often the person in conflict with me would be upset and sometimes physically outraged. I am very proud of the fact that I set a goal of signing 50 new members by the end of the year.to be the best at whatever level I am working at corporate structure.

So what are you doing in this regard do you have some plans for the welfare of the society. To succeed.myself a highly competent marketing Person and will represent my company in helping others find solutions to their information-systems needs in a professional and timely manner. Yes Salary is a good motivating factor. and you are comfortable in narrating the story.He is actually not listening to the movie.B.A? Ans. state-of-the-art education. Q44. towards the society. determination to succeed and excel. well-rounded interests. It is providing the best the education at the reasonable fees. well-rounded. It is a University which is proving its worth year by year. I have seen this university rising from 2001 till know. and your speaking frequency. All of these traits combine to create a solid team member in the ever-changing field of information systems. are the most important qualities that will help me succeed in this career. So narrate only that film story which you have actually watched. First. Q40. Do you have the qualifications and personal characteristics necessary for success in your chosen career? Ans.the kind of curiosity I demonstrated when I upgraded my two computers recently.What are your Salary Expectations from the job? Ans. Q45. I . As every organization works for Profit Maximisation and other than this they have some Social Responsibilities too towards the Country.B. I have a strong interest. I would rate my self as 9 out of 10. especially in a career that is technically oriented. you also need a natural curiosity about how systems work -. So this prompted me to do M. and the ability to work hard.Moreover it is very near to home city. Q41.so what ever start I get I know that I will rise high and my salary will increase accordingly.I believe I have a combination of qualities to be successful in this career.Which is your favourite movie? Please narrate it? Ans. This basic ingredient. Q43. so you must a fast learner just to keep up or you will be overwhelmed.The interviewer is here actually checking your confidence. Q42. Technology is constantly changing. Rate Yourself on the scale of 0-10? Ans.A from here.Why did you choose Lovely Professional University for your M. backed by love of learning. problem-solving skills. your communication skills. backed by a solid. At the end of the day every one works for money but As a fresher I just want a good job Profile in a highly reputated organization like yours and salary is a secondary issue for me .Not 10 because no body is absolutely Perfect in every thing. strong communication skills.Do you want to ask something from us? Ans. but all the things listed above.

Q47.Describe niche market. Please describe the ideal job for you following Post –Graduation? Ans. With good reason.G in Marketing with my working knowledge of customer service operations.Some questions that you can further Prepare for the Interviews are? Q . it's an unattainable goal. salespeople should not consider success an attainable ending point but an objective that will always linger slightly beyond their reach. Namely combining my P. What do you think it takes to be successful in this career? Ans. and personal selling. What is will be their next stage? Q: What competitive skills do you have? Q: How will you sell a refrigerator to an Eskimo? Q: What is the difference between marketing and sales? Q Which environmental variables impact a marketing plan? Q: What has been your greatest achievement? Q: What has been your greatest failure? Q: How do you take challenges? Q: How would you tackle a customer complaining about a product you sell? Q: What do you like most about sales? Q: What are the projects you have ever undertaken? Q: What do you do in leisure time? Q: What is the thing you like the most in the world? Why? Q: What is the thing you dislike the most in the world? Why? Q: What does success mean to you? Q: How do you define failure? Q: How do you define arrogance? Are you arrogant? .My ideal job is one that incorporates both my education and practical work skills to be the best I can be. Second. I want to utilize my analytical expertise to help people meet their financial goals. You can only succeed if you learn all there is to learn about your product. Technical Marketing Questions: Q48. Salespeople who attend to the details by doing whatever it takes to win over a prospective customer distinguish themselves from the countless others who don't go to any extra effort. entrepreneurial abilities. I think that if you label success as an attainable goal. your competitors. This is exactly why I am convinced that I would be a very valuable member of your organization. Since this learning process is continuous. you will never consistently remain successful.I believe successful salespeople put forth that extra effort that turns potential clients into first-time customers. computer skills.am convinced that I possess these characteristics and am ready to be a successful team member for your firm. and administrative skills. Q: How would you brand yourself? Q: What are the different stages of a product lifecycle? Give examples of 3 products at different stages. Q46.

and tactics? Q: With whom should you partner to help support this shift to customer-centricity? Q: How can you leverage new channels. Q: How could your firm change its organization. maturing. and culture to compete more effectively? Q: How can you effectively integrate traditional. channels. what is challenging about marketing? Q:Why is marketing research important? Q: What have been your most striking findings? What data have really shocked you? Q: Describe your sales experience. radio is direct marketing? Q: When was the last time you created a marketing innovation. tactics.Q: What role are you ready to take in a group? Q: Who has been an inspiration for you? Q: What is more important to you money or success? Q: What kind of person are you? Q: Why did you choose _________ as your major/subjects? Q: Are you willing to travel? Q: How much time do you need to join the organization? Q: Are you aggressive? Q: What makes you a good manager? Q: What motivates you the most? Q: What skills and abilities do you have? Q: Is there anything you want to ask? Q: How can marketing lead the way toward customer centricity? Q: If your company markets through both B2B and B2C channels. which energized you. processes. both personally and as a sales team? . Q: Do you have any supervisory skills? Q: List your key accomplishments. and media to drive customer engagement and intimacy? Q: What steps have you taken to link these divers to your team's compensation? Q: What did you do to prepare yourself for this interview? Q: whether advertising through TV. and why did it do so? Q: What steps to you take to promote a business idea to your manager? Q: What is your psychology of selling? Q: Apart from financial considerations. Q: Have you ever been charged with training and coaching other sales professionals? Q: What success did you experience? Q: Describe a typical day for you. describe any channel differences in approaching customer-centricity. Q: What has been your biggest disappointment with a prospect or client? Q: How much of your current client base consists of repeats and referrals? Q: What major clients have you closed over the last 6 months? Q: What sales challenge have you experienced recently? Q: How do you describe your salesmanship style? Q: How would you go about persuading a customer that our product was better than any other? Q: What experience do you have of setting and meeting sales targets. and new media.

What strategies would you implement to achieve this? .Q: How would you go about identifying consumer / customer needs and wants? Q: We are looking for a truly inspiring Marketing and PR Executive. someone who can create a culture of open communication. trust and respect.

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