‘Multiple Choice Questions » 3 4 6) 8) 9) 10) F performances offered by ore party Wo enoner thal ere euvenaly intangible Sra ‘enero conan Goes not reel noany rsh oem accra ©) FMCG 4) Products A service is the non-material equivalent of @ @) Goods. b) Place ©) Nature 4) None of These Services can best be described as processes rather {han outcomes. Which of the following is a technique {or graphically describing a service process, @) Bar Charting b) Blueprinting ©) Process charting) Flow analysis psd b) Pr Deeds rocesses 3 Performances 4) Allofthe above Which of the following businesses would be characterized as a pure service 8) Insurance b) Farming ©) Mining ¢) There is no such thing 2s a pure service General Motors, the manufacturing giant's, largest supplier is 2) Blue Cross - Biue Shield Insurance ») Aarts suppiier ©) GMAC Financing 4) Alegal firm Which ofthe following sets of terms best describes a service Deeds, efforts and performances define @) Products ) Ideas ©) Services, @) Goods ating Saute nthe practice of 100 narrowly defining one’s business. 2) Services marketing ») Marketing ©) Marketing myopia 9) Scale of market entities relationship between the tangible and intangible elements of a firm's operation '8) Molecular Mode! ) ‘Servuction ©) Benefit concept nese 9) Industrial Management Model 1) 12) 13) 14) 15) 16) 7 18) Lich ofthe following could not be insudeg airline molecular model f te | 8) Long-term parking —b) Gate attendant | ©) Financing 9) Rental car avai, | ‘arrangements ‘abit The encapsulation of the benefits of roduct j ‘consumer's mind is called Protet int ‘) The Servuction Model b) The Benefit ©) The Service-Profit Chain 4) The Service Triangle Of the four le Service charactetisticg distinguish ba is ®) Intangiolity ° Homagenty ‘What is the 5th uniq ‘markets apart from lack of ownershi inseparability, heterogeneity 8) Serviceability ©) Perishability Once a train pulls out of a station or an takes off or‘a film starts, those seats are lost ant is is referred to as b) Tangibility @) Variability eae upon a host of different factors planning services red at the same time as being ») Capacity ™Manufactur Consumed; cannot be. ‘stored ) Diffcut to assess quality: services cannot be ‘examined; heart of the ‘Service is the experience Greated for the customer through: locaton, ‘appearance, additional Services, customer ‘handling © No physical product oF goods change hands; Interaction is transient in nature; no Center of ownership ihe fact that services are sold and then consumed simultaneously ie attibutee ) it » » oeearty2) 2 a m4) 2%) %) ™ 28) The service characteristic that reflects the variation fency from none " one service transaction to the a) Inseperability ) Intangit ¢) Perishablitty 4) Helaropeteny Which of the following is @ marketing problem caused by intangibility a , a) Services have no costs of goods sold b) The consumer is invol ) The oo ved in the production Other consumers ar 0 hy re involved in the production 6) Service standardization and difficult to achieve eel ee The unique service characteristic that reflects the tween inter-connection bel the service firm and its customer is called a) Intangibility b) Inseparability c) Homogeneity d) Perishability Inseparabilty necessarily implies 2) Ahigh level of consumer-producer interaction ») Intangibilty of the service offering ) Ahigh level of tangibiity in the service offering @) Variable output Intangibility necessarily implies a lack of a) Quality control ) Physical ownership ©) Product specification d) Consistency Services with high levels of variabilty tend to be 2) People based b) Services provided on a one-to-one basis ©) Customized services ¢) Allofthe above The unique service characteristic that deals specifically with the inability to inventory services is a) Inseparability ')_ Intangibility ©) Homogeneity dy Perishabilty The seat in a theatre, train, plane or fery is rented ‘on a temporary basis in exchange for a fee. The terms associated with the rental of the seat determine the time and use or experience to which the seat can be put. However, the seat remains the Property of the theatre owner, rail operator, airine ‘and ferry company. This toas a) 'sxaperabilty b) Tangibilty ¢) Lack of Ownership d) Variability ‘Which of the following is untrue ) Physical products and services are bundles of benefits b) Something is defined as either @ physical product or itis a service ©) Services and physical products are at opposite ‘ends of the tangible-intangible continuum 4) A major characteristic of services is: that they cannot be seen before they are bought Which of the following is not one of the five iaracteristics of services @) Perishability ©) Tangibility 164 services, whet are the ve aati” that we are refering to Of ‘Perishabilty 8) Involvement of service stat at Interaction with the customer, samen’ of 28) When defining’ the concept of attributes standardize the service ee oe Sxperience; interaction wy SaPends upon hot of cere Product oF goods interaction ie range hands; cumership aN ate no tater of Perfect quality on an ongoing basis = ) ‘Standardization and quality conch ae dict to achieve is ° stays preter customized services ustomized services are generally expensive ‘than and services 31) When defining the concept of ‘ownership ©) Involvement of service staff at direct time of lnteraction with the customer; dif cut to standardize the service experience; depends upon a host of different factors, ) Involvement of customers: in the service transaction means no prior production; service delivery inseparable from the service provider - 32) Which of the following is not @ marketing problem caused by intangibiity a) Services lack the ability to be stored b) Services lack patent protection ©) Services. are difficut to communicate to 33)*) 35) 36) 37) 38) 38) 40) 41) One of the greatest problems of intangibility is that it is difficult to assess which of the following, both during and after the service, has been ‘experienced? a) Quantity b) Service level ©) Price d) Value Due to simultaneous production and consumption ‘and the involvement of service staff, services can be difficult to standardize. Services are said to be which of the following a) Heterogametic b) Homogeneous ©) Heuristic @) Homologous In service situations price can play an important role in managing demand. Customers can use price as a weapon negotiating lower prices than advertised. This is often as a result of which of the following a) Inseparability b) Homogeneity ©) Heterogeneity d) Perishability Which of the following are considered service organizations a) Cancer research ©) The Salvation army b) HSBC bank 4d) Allofthe above Touch, sight, sound, smell and taste are powerful influences on consumer purchasing. The service experience itself is intangible and is only delivered after the customer is committed to the purchase. Despite the problem with intangibilty, customers may choose a service from tangible cues. Which of the following may be considered as tangible cues for the selection of a hotel 8) Location, Appearance, Additional services b) Appearance, Additional services, Customer handing ©) Location, Appearance, Additional services, Customer handling ) Appearance, Additional services, Customer handling * Which of the following statements pertain to inseparability is false 2) As customer contact increases, the efficiency of the firm decreases: 'b) Customers can affect the type of service desired ©) Customers can affect the length of the service transaction d) None of these ‘The centralized mass production of services is difficult due to @) Inseparability ) Intangibilty ‘c) Homogeneity 4) Perishabilty Marketing problems caused inseparabil Include a of re following exept for pane a) The service provides physical connection to the service b) The involvement of the customer in the production proce . ©) Service standardization and quality control are difficult to achieve 9) The involvement of other customers in the production process 42) 43) 4) 45) 46) 47) 48) 49) Possible solutions that firms use to minimize problems caused by inseparabilty include all of following except 8) The careful selection of service employees b) The management of service consumers ©) The training of public contact personnel 4) Appealing to market segments with diferent demand pattems Possible solutions that minimize the problems caused by —_—intangibility include ay of the following, except a) The use of tangible clues b) The effective management of consumers ©) The creation of a strong organizational image 4d) The use of personal sources of information Solutions used to minimize the marketing problems attributed fo heterogeneity include a) Standardizing or customizing the service b) Using multi-site locations ©) Stressing tangible clues 4) Appealing to different market segments with , different demand pattems Inseparabilty can be most effectively reduced by a) Reducing the tangible element of the service offer b) Increasing the labor content of service inputs. ©) Using electronic means of service delivery 4d) De-skiling of employees’ tasks Which of the following elements can be used to increase tangibilty for the consumer @) Advertising, Personal selling, Positioning, Differentiation strategy b) Branding, Advertising, Personal seling, Differentiation strategy e ) Branding, Advertising, Personal sell Positioning, Differentiation strategy d) Branding, Advertising, Personal Positioning a) Lessexpensive =. b) Meets the customer's exact needs ) Delivered faster d) More consistent Which of the following statements is false 8) Services cannot be touched or seen ‘same manner as goods b) Consumer judgments about services tend more subjective 4 objective c) Services are first ‘produced, then sold, coneumed When describing product and services slon tangiblentangible continuum for goods services, which of the following la dominant @) Ahaircut, b) A visit to the ©) Washing powder @) Fast food60) 51) 82) 53) 54) 55) 56) =) 58) When defining the concept of ‘Heterogeneity’ with services, what are the attributes of ' that we are referring to Heprover sky 8) No physical product or goods change hands; interaction is transient in nature; no transfer of ownership b) Involvement of customers in the service transaction means no prior production; service delivery inseparable from the service provider ) Involvement of service staff at direct time of interaction with the customer; difficult to standardize the service experience; Interaction depends upon a host of different factors ) Capacity planning diffi sorvices manufactured at the same time as being Consumed; cannot be stored Services can be classified according to 8) Market segment b) Degree of tangibity ©) Skill of serviced) Allofthe above providers Traditional service classification schemes include I of the following except, 2) The degree of tangiblity b) Skill level of the provider ©) Appearance of the provider @) The degree of customer contact ‘The most important reason why marketers need to classify services is to 2) Standardize advertising programmes ») Allocate personnel duties c) Determine prices @) Identify similarities in marketing needs When discussing services, what is considered a hybrid offering a) Equal parts of goods and services b) Service with accompanying minor goods ) Pure service 4) Pure tangible product The continuum that ranges from tangible-dominant to intangible-dominant is referred to as a) The services triangle b) The Servuction mode! ©) The scale of market entities 4) The service-profit chain Businesses such as fast food restaurants would fall where along the Scale of Market Entities a) On the extreme end of the intangible-dominant side b) On the extreme end of the intangible-dominant side ©) In the middle of the continuum 4) Left of the middle towards the tangible- dominant side ‘Which of the following fields would be leaet likely to be described as intangible-dominant 2) Manufacturing b) Education ) Insurance ) Banking Which of the following products Is an example of intangible dominant b) Magazine @) Outback ‘subscription ©) Carrental agency —_d)_Math tutoring ‘steakhouse 50) 60) 61) 63) 64) Which ofthe following statements ib 8) Service knowledge fe seme, 5 goods nove ‘obtained differently than that define thelr businesses , ave developed marketing myepa emery, 9 ‘re tangible-domi @) None ofthese aoe Service anies face wey three major tasks. What 8) Recruit more customers, service quality increase productivity ” b) Strive for competitive differentiation, service quality, increase productivity ©) Focus upon diversification, implement customer. ‘service programmes, increase productivity ¢) Recrult more customers, service quality, implement customer service programmes Industrialization of services is best faciitated by ) Incorporating more intangibles into the service offer b) The contracting out of services ©) Replacing human operators with machines. d) Increasing levels of customization Ane-service is a(an) __ available via the net. a) Service b) Business process ¢) Application d) Allofthe above E-services are also called-_. a) ISPs by) BASPs ©) Telcos 4) Aps-ontap To date, the most successful distibution of services has occurred through _. ‘@) Telecommunication companies (telcos) b) Internet Service Providers (ISPs) c) Enterprise Resource Planning (ERP) vendors @) Application Service Providers/developers (ASPs) information-based services a) Intangibility 'b) Homogeneity ©) Inseparability ¢) Heterogeneity E-services can overcome some of the challenges provided by intangibility by which of the following a) Appearance of a website ' b) Speed of the server ©) Accuracy of information ¢) Allofthe above Replacing tasks that required human labor with machines is called ) Search ) Quantization ©) Automation 4) Industrialization Service firms often find themselves in @ three- ‘comered fight between ) Engineering, production and accounting b) Marketing, finance and human resources ©) Operations, accounting and marketing d) Human resources, marketing and operations‘ampocaannoom cwaawmancoon ‘aanoocaaDo SRERS ACES aownemHnaQaTAaa ) 6) 8) 9) 10) 11) Which of the followin; services a) Banking ©) Telecom 19 IS Not included in financial b) Insurance d) Home loans Financial activities sector following except a) Finance ©) Social welfare Consists of all the b) Insurance 4) Pensions Which of the followin, financial services a) Building passbook ©) Gold creditcards ——d)_Allof the above 9 Is done to tangibilize Society b) Bank statements Customer satisfaction for financial on a) Trust customer with organizatior ©) Financial benefit 4) None of these services depend place b) External consumers n Core service offered by credit card is a) Credit service b) Cash transaction ©) Convenience d) Allof the above less Which of the following is type of home loan product a) Part fixed-part b) Short-term bridging floating loan ©) Step up repayment d) Allofthe above Quality of financial services can be improved by 2) Identifying the nature of financial Products b) They should state their quality mission ©) Top level management commitment 4) All of the above Which dimension is the best considered basis for ‘Segmenting financial services a) Behavioral b) Geographic ©) Demographic d) None of these Targeting of financial service market is done by @) Undifferentiated b) Differentiated targeting targeting ©) Focused Targeting —_d)_Alll of the above Financial service Positioning operates at this level @) Corporate b) Business °) Divisional d) None of these Banking service is affected by the following Testrictions ®) Government directives relating of income tax >) Investments ©) Constraints on amount 9) All of the above12) 13) 14) 15) 16) 17) 18) 19) 20) 21) In Banking services, which of the f 5 lowing i used to develop competit rartage’ marketplace Ree orange) a) People b) Process ¢) Physical evidence d) None of these Which of the following is considered a physics evidence in banking operations a) Branch layout b) Brochure c) Policy documents d) All of the above Factors used for determining the premium rate: under a life insurance plans are a) Mortality b) Expense c) Interest d) All of the above Out of all marketing mix, which one is best suitable for insurance marketing b) Telemarketing a) Advertisement c) Personal selling d) None of these Which pricing strategy is best suitable for Telecom industry b) Demand based a) Cost based c) Revenue based d) Competition based Physical evidence in case of Telecom marketing is a) Telephone directory b) Bill ¢) Brochure d) All of the above What is considered as priority sector by Indian Government a) Home loan c) Banking In case of insurance marketing, duplication of distribution network is b) Insurance d). Telecom a) Easy b) Difficult c) Expensive d) Both (a) and (b) In insurance marketing, people interaction is a) High b) Low Nil d) None of these ICICI bank has positioned itself on basis of a) Image related attribute » Physical attribute ©) Product related attribute d) None of these .) 15) 1omo 2) 16) faao 3) 10) lagwa 4) 11) 18) ipag 5) 19) d d 13) 20) d d a 14) 21)2) 3) 4) 5) 6) 2 8) 9) 10) Factors affecting globalization are a) Changes in social factors b) Changes in technology c) Changes in political conditions d) All ofthe above The WTO rules on service trade are embodied in a) PATS b) GATS c) SATS d) None of these Which of the following is producer services a) Banking b) Finance c) Business d) All of the above The most serious threat to the continued expansion of International service trade is a) Protectionism b) Government policy c) Pirate threat d) None of these Which GATT agreement obliges all members to provide strong protection for copyright and related rights, patents trademarks a) CRIPS b) SRIPS c) TRIPS d) ARIPS Globalization has led to a) Off-shoring of b) Datamisinter- services pretation c) Bench marking d) None of these Indian’s global ascendancy is primarily due to a) Management based b) Knowledge based service service c) IT based service . d) None of these Which of the following are drivers in global service marketing @) Market drivers c) Cost drivers b) Competition drivers d) All of the above Which of the following is a dimension of global Service strategy a) Global market participation b) Global location ¢) Delivering global products 4) All of the above n markets through Ss iter foreigi < ervice marketers ent . Exporting a) Wholly owned b) subsidiary ¢) Trading company d) Allof the aboveRe 4 m g