Tilak Education Society’s

S.K College of Science and Commerce, Nerul

TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing

1) Service based on the type of continuous supply

a. Communication services
b. Construction and engineering services
c. Distribution services
d. Tourism services

2) Service tax is an important tool of

a. Revenue collection
b. Revenue recognition
c. Revenue stream
d. Revenue Contra

3) The customers need to play an active role in the service

a. Manufacturing process
b. Distribution process
c. Production process
d. Activation process

4) Every business owner knows that having a good

a. Business plan
b. Marketing plan
c. Strategic plan
d. Tactical plan

5) The demand for communication, travel and information service has increased due to
a. Social globalization
b. Political globalization
c. Economic globalization
d. Globalization

6) Services cannot be saved, stored, resold or returned due to its

a. Durable nature
b. Perishable nature
c. Semi durable nature
d. Non-Perishable nature

7) The buyer’s perception of a particular product greatly influences the

a. Buying nature
b. Buying behaviour
c. Buying condition
d. Buying situation

8) Decision create corresponding changes in the economic development

a. Non-regulatory
b. Economic
c. Political
d. Regulatory
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing

9) The motto of every successful service firm is,

a. Customer last
b. Customer first
c. Customer ignore
d. Customer rest

10) The economic liberalization process was started in

a. 1990
b. 1992
c. 1991
d. 1985

11) Technological innovation has helped to create a higher standard of living for the
a. Ordinary man
b. Non ordinary man
c. Common and ordinary man
d. Common man

12) The service environment is made up of

a. Two dimensions
b. One dimensions
c. Three dimensions
d. Four dimensions

13. Gap model indicates the

a. Possible failures in the service delivery process
b. The outcome of the process
c. Process of the service delivery
d. The sequence in which service

14. Service quality of the company may be affected by the act of

a. Advertiser
b. Receptionist
c. Competitors
d. System administrator

15. Intangible nature of services poses

a. Problems to marketers
b. Problem to customers
c. The difficulty for the researcher
d. Problem for service designers

16. Service quality much depends on

 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing
a. Customer involvement in the process
b. Timing of the delivery process
c. The involvement of the customer and employee
d. The timing of the process

17. Empathy refers to

a. Providing service at the expected level.
b. Making service available at all times.
c. Being considerate and ready to assist customers.
d. Providing service at doorstep

18. ________ is the appearance of the physical facilities, equipment, personal and
communication materials.
a. Tangibility
b. Reliability
c. Empathy
d. Responsiveness

19. Reliability refers to

a. Ability to perform the service dependably and accurately.
b. Ability to perform the service in less time.
c. Ability to perform the service at cheap cost.
d. Ability to perform the service at all the time.

20. Assurance refers to

a. Trust and confidence of the employees on the customers
b. Trust and confidence to the customers on the employees
c. The promise was given to stakeholders
d. Consistent performance by the company

21. Service recovery refers to

a. Recover the loss from the customers
b. Recover the loss from the competitors
c. Recover from the failure
d. Recover from the market

22. ___________ is the trust and confidences of the customers and a t the same time increase
the loyalty.
a. Assurance
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing
b. Empathy
c. Responsiveness
d. Reliability

23. _________ is attentiveness and promptness in dealing with customer’s requests,

questions, complaints and problems.
a. Empathy
b. Intangible
c. Responsiveness
d. Tangibility

24. The following which measures are not suggested for improving service quality?
a. Identifying primary quality determinants
b. Managing customer expectations
c. Managing Evidence
d. Sales promotion

25.The ____ service is the reason for being in the market.

a. Core
b. Supporting
c. Facilitating
d. Non-core
26. _____ developed the flower of services.
a. Christopher lovelocker
b. Peter drucker
c. Henry fayol
d. Peter john
27. ____ is a significant aspect of marketing mix.
a. Price
b. Place
c. Promotion
d. placement
28.____ often takes the form of news report and announcements.
a. Publicity
b. Public relations
c. Editorials
d. price
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing
29. The ___ is a technique used for service innovation.
a. Service blue print
b. Benchmarking
c. Service mapping
d. Service concept
30. The marketing mix concept was popularised by ______
a. Christopher lovelocker
b. Prof. Peter drucker
c. Henry fayol
d. Prof. Jerome McCarchy
31. _______ price strategy begins with low price and tend to increase with growth stage.
a. Skimming pricing
b. Differential pricing
c. Penetration pricing
d. Relationship pricing
32. a service blue print is a _____of service process.
a. Service mapping
b. Layouts
c. Blueprint
d. flowchart
33. Service has an ____ value for the customer.
a. Inclusive
b. Intrinsic
c. Prefixed
d. standard
34. The price of service is greatly influenced by what the ____ are prepared to pay.
a. Relatives
b. Rivals
c. Competitors
d. Government
35. Cost based pricing is a ___ approach with simple method.
a. Traditional
b. Development
c. Preferential
d. modern
36. Price skimming strategy seeks to gain the _____ possible price from the early adopters.
a. Zero
b. Average
c. Lowest
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing
d. Highest

37. The term ____ means conforming to the professional standard of conduct
a. Ethics
b. Ethos
c. Ethical
d. Accountability

38. _____creates a spirit of openness in marketing practices

a. Transparency
b. Accountability
c. Responsibility
d. Values

39____creates credibility with the public

a. Ethics
b. Character
c. Transparency
d. Values

40________is unethical practice in service marketing

a. Truth
b. RTI
c. Disclaimers
d. Predatory

41. ______means pricing below the competitors price

a. Skimming
b. Predatory
c. Penetrating
d. Ethical

42. The _____sector contributes more than 50% to our GDP

a. Service
b. Banking
c. Manufacturing
d. Contractual

43. ________corporation is often used to mean the same thing as a transnational corporation .
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing
a) Global
b) Multinational
c) Merged
d) Ethical

44. _______ drivers can serve to encourage or discourage development of transnational

integrated strategy
a) Government
b) Cost
c) Technology
d) Economic

45. ______ is applicable to our social, economic, political and religious activities.
a)Good conduct
b) Discipline
c) Ethics
d)Cultural

46. _______ tourism entails the sustainable preservation of a naturally endowed area or region.
a) Cultural
b)Adventure
c) Technology
d) Eco

47.Which strategy is amore personalised approach to selling and marketing your goods and
services with your audience in mind.
a. Global Strategy
b. National Strategy
c. Transnational Strategy
d. International Strategy

48. Which derivers include the government policies that can serve to encourage or discourage
development of a transnational integrated strategy
a. Government drivers
b. Technology drivers
c. Cost drivers
d. Competition drivers
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing

49) Are co-producers of Services?

a. Government
b. Non-government
c. Managers
d. Customer

50. _______in services refers to the actual procedures, mechanisms and flow of activities by
which the service is delivered the service delivery and operating systems
a. Promotion
b. Place
c. Process
d. Custom
51. The person has a specific need and proposes to buy a particular service is known as____
a. Initiator
b. Influencer
c. Gatekeeper
d. Decision maker
52. The popular variable that decides the hierarchy of social class is ______
a. Income
b. Status
c. Lifestyle
d. Motives
53. Zone of tolerance refers to ___
a. Accepting the product
b. Accept variance
c. Accept standardisation
d. Accept the procedure
54. Serving space, food, kitchen and staff are the components of ________
a. Generic product level
b. Expected product level
c. Augmented product level
d. Potential product level
55. 7Ps of service marketing mix includes______
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing
a. Product , price, place, promotion, people, physical evidence, process
b. Product , price, place, promotion, positioning, physical evidence, process
c. Product , price, place, promotion, people, potential, process
d. Product , price, place, promotion, people, physical evidence, profit
56. Psychological factors includes____
a. Culture
b. Sub-culture
c. Perception
d. Social class
57. Service marketing triangle consists of _______
a. Internal marketing
b. External marketing
c. Interactive marketing
d. Internal, external and interactive marketing
58. First gap in Service quality Gap model is
a. Difference between the customer’s expectation and management’s perception of customer’s
expectations.
b. Difference between the management’s perception and service quality specifications.
c. Difference between the service quality specifications and service delivery
d. Difference between the service delivery and external communication to the customers
59. ________ are the factors favouring transnational strategy.
a. Market drivers
b. Competitive drivers
c. Customer’s drivers
d. Market drivers and competitive drivers
60. Service encounter is also known as_____
a. Service employee
b. Moment of truth
c. Servicescape
d. Service quality
 Tilak Education Society’s
S.K College of Science and Commerce, Nerul
TYBMS Sem V – MCQ Question Bank Solution
Subject: Service Marketing

ANSWER KEY
Q.NO ANS Q.NO ANS Q.NO ANS
1 a 26 a 51 A
2 a 27 a 52 A
3 c 28 a 53 B
4 b 29 a 54 A
5 d 30 d 55 A
6 b 31 c 56 C
7 b 32 d 57 D
8 c 33 b 58 A
9 b 34 c 59 D
B
10 c 35 a 60
11 d 36 d
12 c 37 c
13 a 38 a
14 b 39 d
15 a 40 c
16 c 41 b
17 c 42 a
18 a 43 a
19 a 44 a
20 b 45 c
21 c 46 d
22 b 47 c
23 c 48 a
24 d 49 d
25 a 50 c