APRIL 2016 65160/KDA2C

Time : Three hours Maximum : 75 marks

PART A — (10 × 1 = 10 marks)

Answer any TEN questions.

1. What is meant by service?

2. What do you know about marketing of services?

3. Define marketing strategy.

4. What is meant by after sales service?

5. What is meant by product support service?

6. What are called as innovations in services?

7. Expand FS.

8. Define mutual fund.

9. Define CRM.

10. What is meant by customer satisfaction?

11. Define quality.

12. What are called as financial services?

 PART B — (5  5 = 25 marks)

Answer any FIVE questions.

13. Describe the nature of services?

14. Describe the role of information in the view of

marketing of services.

15. Elucidate the importance of product support

services.

16. Enumerate the scope of financial services.

17. Briefly explain the significance of relationship

marketing.

18. Explain the scope of marketing of services in brief.

19. Briefly explain the role of training in the view of

marketing of services.

PART C — (4  10 = 40 marks)

Answer any FOUR questions.

20. Discuss the classification of services.

21. Broadly explain the marketing strategies for

service firms with special reference to professional
services.

22. Explain the significance of pricing of services.

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23. Examine the nature and types of financial
services.

24. Explain the need for CRM.

25. Critically examine the characteristics of services

and their marketing implications.

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