BACHELOR OF MANAGEMENT STUDIES

TYBMS SEMESTER VI (ATKT)

HRM IN SERVICE SECTOR MANAGEMENT
SAMPLE QUESTIONS

1) _____________ Service requires the use of equipment and tools.

a) Product
b) Designer
c) Technician
d) Development
2) ____________ is the Key quality parameter in service.
a) Sympathy
b) Empathy
c) Continuity
d) Performer
3) The __________has significant capacity to promote entrepreneurial skills.
a) Recruitment
b) Customer Market
c) Service Sector
d) Selection
4) Six market model consists of ____________ elements from the following
a) Internal Market
b) Suppliers Market
c) Customers Market
d) All of the Above
5) ___________ is not the element of Service Encounter
a) Positioning
b) Service Provider
c) Physical Evidence
d) Delivery System

6) __________ Model is having the Internal market, Customer market, Referral

market, Suppliers markets, Recruitment markets, Influence Markets.
a) Three Market
b) Seven Market
c) Complete Market
d) Six Market
7) Full form of BSP is _____________
a) Business Sells Package
b) Business Service Production
c) Basic Service Package
d) All of the Above

8) Service Encounters are ___________ in Scope.

a) Limited
b) Finite
c) Infinite
d) unlimited
9) ____________ are the performers in the service production process.
a) Production workers
b) Service Employees
c) Managers
d) Clients
10) In __________ Markets Government, Consumer groups, Business,Press and Financial
analysts exist
a) Internal
b) Extraction
c) Influence
d) Intermediate

11) ______________ means the pattern of shared values & beliefs that give the members of an
organization meaning, and provide them with the rules for behaviour in the organization.
a) Culture
b) Corporate Culture
c) Vision
d) Goals
12) A Service has a high degree of ________________
a) Perishability
b) Reliability
c) Tangibility
d) Validity
13) The ______________ is popularly known as a” Moment of Truth”.
a) Service Encounter
b) Customer Service
c) Relationship Marketing
d) Service Culture
14) The Service Sector is also called as ___________
a) Primary
d) Secondary
c) Tertiary
d) Manufacturing
15) __________ represents the surrounding or persuading atmosphere of the servicescape.
a) Ambience
b) space
c) signs
d) Equipment
16) The basic purpose of ____________ marketing in a service organization is to take care of the
service needs of its clients and customers.
a) Product
b) Relationship
c) Internal
d) External
17) In a ____________ environment, the customer performs most of the activities and very few
employees are involved.
a) Remote Service
b) Interpersonal service
c) Intrapersonal
d) Self- service
18) Successful ______________are dynamic organizations that can adapt to changes in the
quantity & nature of demand.
a) Service
b) Product
c) Organization
d) Sales
19) ____________ is for him that service offer had been designed.
a) Customer
b) Supplier
c) Stakeholder
d) Employee
20) ___________is the key to success in Service business
a) Knowledge
b) Innovation
c) Education

d)Capital
21) ___________ Markets means the organization including internal departments & staff
a) Financial
b) External
c) External
d) Internal
22)___________ Markets means existing and prospective customers as well as intermediaries.
a) Customer
b) Financial
c) Trade
d) Capital
23)__________ represent the supporting facility component of the service package.
a) Design
b) Layout
c) Design & Layout
d) Structure
24) The main objective of service encounter is the __________
a) Dissatisfaction of Customer
b) Attrition of Customers
c) Profit motive
d) Satisfaction of Customers
25) The performance of a service employee builds a _________ image for the service
company.
a) Positive
b) Negative
c) Competitive
d) Interactive
26) Service employees words and actions should reflect ________ to customers
a) Competition
b) Questions
c) Assurance
d) Dissatisfaction
27) A Service Employee has to play the role of a__________ with consumers as well as co-
employees in a team.
a) Relative
b) Friend
c) Teacher
d) Counsellor
28) A Service employee is the __________ in the Service production process.
a) Accountant
b) Dancer
c) Broker
d) Performer
29) Referral Market is the cheapest way of promotion and effective one as its main priority is
___________
a) Customer Satisfaction
b) Supplier Satisfaction
c) Shareholders Satisfaction
d) Stakeholders Satisfaction
30) __________ is when Customer buys something after being referred by the friends and the
relatives
a) External Marketing
b) Financial Marketing
c) Recruitment Marketing
d) Referral Marketing
31) In External Marketing, the marketers ______________ interact with the Customers

a) Internally
b) Directly
c) Indirectly
d) Ideally
32) Internal Marketing, External Marketing and Interactive Marketing are the components of -
_______________
a) Service Marketing Triangle
b) Product Marketing
c) Service Marketing
d) Service Scale Marketing
33) The _________ employees are also referred as Boundary Spanners.
a) Back Office
b) Directors
c) Managers
d) Front-line service

34) In __________ Service staff may have conflicts between what their job requires and
their own personality, Self-perception, and beliefs
a) Role Conflict
b) Dilemma
c) Self-perception
d) Organization Conflict

35) ________ is the process of managing feelings and expressions to fulfil the emotional
requirement of a job
a) Respecting Labour
b) Person Conflict
c) Emotional Labour
d) Physical Labour

36) The first step in Recruitment Process is ____________

a) Recruitment Planning
b) Searching
c) Screening
d) Evaluation

37) Which interview requires the applicant to answer questions regarding a specific
situation
a) Role Playing
b) Abstract Interview
c) Situational Vignette
d) Face to Face interview

38) The questions asked in the abstract interview are __________

a) Open Ended
b) Situational
c) Close Ended
d) Short

39) Internal Marketing, External Marketing _________________are elements of Service

Marketing Triangle.
a) Interactive
b) Regional
c) International
d) Export

40) In ___________ the service employees provides best services to the customers after
understanding their needs, which satisfies customers and he is retained.
a) Investors Pull & Maintenance
b) Customers Pull & Maintenance
c) Supplier Push Strategy
d) Shareholders Pull Strategy

41) If Customers are ___________with the product, they cannot be retained.

a) Not Satisfied
b) Satisfied
c) Encounter
d) Empowered

42) Publicly recognize top service performers with praise and awards may ________
workers to work on their reputations.
a) Loose Morale
b) Dissatisfy
c) Encourage
d) Demotivate
43) The employees can more easily gather information about their customers by a popular
practice of _______________
a) First impression is the last impression
b)Last impression is the firstimpression
c) Feedback
d) Rotation
44) __________ is a highly professional service
a) Care Takers
b) Babysitting
c) Doctors
d) Labour
45) _________ cannot be separated from service providers
a) Goods
b) Satisfaction
c) Value
d) Service

46) The Physical Environment of a service unit is popularly called____________.

a) Servicescape
b) Sign Board
c) Service
d) Culture
47) A _____________ is intangible, yet provides satisfaction.
a) Consumer
b) Equipment
c) Design
d) Service
48) ____________ is displayed on the interior or exterior to provide explicit
Communication.
a) Sign Board
b) Servicescape
c) Service
d) Culture
49) Successful__________are dynamic organizations that can adapt to changes in the
quantity and nature ofdemand.
a) Service
b) Product
c) Organization
 d) Sales
50) can be directly affected by the design of thefacility.

a) ServiceOperations
b) ServiceEncounter
c) Competitors
d) Investors

51) _________ is the process of giving employees the power to make decisions about their
work.
a) Empowerment
b) Enlightenment
c) Recruitment
d) Delegation

52) Which of the following is the advantage of Empowerment

a) Bad Decision
b) High Labour Cost
c) Quicker Response to customer Needs
d) Slow Service

53) The term Emotional Labour was coined by ___________

a) William Stanton
b) Philip Kotler
c) Young & Rubican
d) Arlie Hochschild

54) When Conflict arises between Customers it is called as _________

a) Inter- Client Conflict
b) Inter-Manager Conflict
c) Role Conflict
d) Inter- Department Conflict

55) _________ is an important dimension in management of human resources.

a) Production
b) Role Playing
c) Compensation
d) Sales

56) Reward employees for participating in suggestions that can make their work more _________
a) Costly
b) Competitive
c) Easy
d) Productive
57) The nature of many service jobs suggests that customer satisfaction will be enhanced when
employees work as __________
a) Teams
b) individual
c) Agent
d) Broker
58) _________ provided a way for an interviewer to observe an applicant under stress
a) Face to Face interview
b) Telephonic Interview
c) Role Playing
d) Close ended

59) The biggest Challenge for recruiting qualified employees

a) Performance
b) evaluation
c) implementation
d) Right Choice

60) An effective recruitment & selection program first needs _________

a) Legal Compliance
b) Qualified Staff
c) Space
d) Environment

61) _________ companies invest heavily in training and make sure that the training fits their
business goals & strategies.
a) Successful
b) Unsuccessful
c) Small
b) New

62) To be truly responsive to customer needs,_____________ employees need to be empowered.

a) Back Office
b) Administrative
c) Frontline
d) Top level

63) The ________ process is difficult and time consuming.

a) Recruitment
b) Attrition
c) Promotion
d) Transfer

64) ________________ is the key element for internal marketing in Service Sector is most
effective ways of retaining them
a) Employee Motivation
b) Employee Status
c) Employee Appearance
d) Employee Qualification

65) _____________ can be used as a basis for giving rewards.

a) Goal Setting
b) Job Content
c) Goal Achievement
d) Empowerment

66) Frontline service employees who interact directly with _____________

a) Suppliers
b) Manufacturers
c) Customers
d) Wholesalers

67)____________ are the first ambassadors of the organization.

a) Stakeholders
b) Customers
c) Suppliers
d) Employees

68) ____________ is an interviewing technique that requires applicants to participate in a

simulated situation and to react as if this service environment is real.
a) Role playing
b) Situational Vignette
c) Open-ended
d) Close- ended

69)__________ is the process of searching for and obtaining applications for jobs, from among
whom the right people can be selected.
a) Sorting
b) Selection
c) Recruitment
d) Appointment
 70) The Service marketing Triangle has the ___________ marketing
a) Internal Marketing
b) External Marketing
c) Interactive Marketing
d) All of the Above
71) ________ occurs more when job requires frequent contact & long durations of Voice contact or
face to face contact with customer

a) Emotional Labour
b) Physical Labour
c) Intelligence Quotient
d) Overall Value

72) ___________ is about promises-promises made and promises kept to customers.

a) Customer service
b) Product Service
c) Service Marketing
d) Online Marketing

73) __________ marketing refers to the activities the firm must carry out to train, motivate and
reward its employees.
a) Interactive
b) Internal
c) External
d) Selective

74)____________ is something typically money awarded to someone as a recompense for loss,

injury, or suffering.
a) wages
b) Finance
c) Compensation
d) Salary
75) All the External marketing in the world is useless if _________ cannot be kept
a) letter
b) Drafts
c) circulars
d) Promises
76) Providing quality service requires an independent ,warm and ____________ personality
a) Shy
b) Open
c) Friendly
d) Dominant
77) Most Customer Care employees are taught that they need to be _________ to customers
a) Rude
b) Courteous
c) Hasty
d) Slow
78) The organization / Client conflict is greatest when the employees believes the organization is
________ in its policies
a) Wrong
b) Right
c) proper
d) perfect
79) People are the most important ___________
a) Liability
b) Saying
c) Thing
d) Asset
80) Recruitment is the ________ process as it attracts suitable applicants to apply for available
jobs.
a) Negative
b) Positive
c) Temporary
d) Permanent

81)_________ generally work for principals continuously, rather than for a single deal.
a) Advertisers
b) Companies
c) Government
d) Agents
 82) _____________ is a measure of how well the service delivered matches customers’
expectations.
a) Quality Dimension
b) Service Quality
c) Empathy
d) Assurance
83) Service Quality = Perception Minus _______________
a) Assumptions
b) Preference
c) Tastes
d) Expectations
84) A_______________ is a type of non-profit Organization
a) Charitable Organization
b) Sports
c) Cultural
d) Economic

85)____________ are defined as the appearance of physical facilities, equipment, personnel and
Communication materials.
a) Tangible
b) Intangible
c) Fixed
d) Flexible

86) Service gap model was developed by Parasuraman, Berry and Zeithmalin
.

a)1985
b) 1978
c) 1951
d)1967

87) ______________ means conforming to standards of performance every time.

a) Consistent
b) Customization
c) Compensation
d) Continuous
88) The problem of staffing is ___________
a) Fixed
b) Very less
c) Enormous
d) well Known

89) __________ is a vital component of Successful non-profit organization management.

a) Planning
b) Research
c) Development
d) Training

90) ___________agents have long-term relationships with buyers evaluating and making purchases
for them.
a) Selling
b) Purchasing
c) Broker
d) Mercantile

91) _____________ can be used as a method of employee performance appraisal that focuses on
individual results.
a) 360-degree Appraisal
b) Management by Objective (MBO)
c) Assessment Centre Method
d) Ranking Method

92) ____________ means a reduction in the number of employees through retirement, resignation
or death.

a) Accumulation
b) Attrition
c) Accretion
d) Enlargement

93) ____________ means driving for service that the customer wants & is willing to pay for it.
a) HRP Evaluation
b) HRP planning
c) Service Leadership
d) HRP Development

94) The _____________ in capacity, Scans the environment inside and outside the organization.

a) HRP Practitioner
b)HR Manager
c) HR Counsellor
d) HR Developer
95) The _________ style of Leadership develops people for the future and has a positive impact on
the climate.

a) Affiliative
b) Democratic
c) Coaching
d) Coercive

96) A___________ must first have developed a mental image of a possible and desirable future
state of the organization.
a) Leader
b) Sales Representative
c) Dealer
d) Supplier

97) ____________ is the systematic process of determining the success of the HRP process.
a) Promotion
b) Delegation
c) HRP Evaluation
d) Attrition

98) The full form ofHRP is _____________

a) Human Resource process
b) Human Revaluation Process
c) Human Retention Process
d) Human Resource Planning

99) ___________ approach is used to evaluate HR programs and their results is based on numerical
measures.
a) Quantitative
b) Formal
c) Informal
d) Qualitative

100) The First Dimension in Service Leadership is ___________

a) Support
b) Appreciation
c) Development
d) Vision & Values