Fill in the blanks

1) _______ are co-producers of services

A) Customers
B) Government
C) Managers
D) None of the above
2) The world economy is increasingly characterised as
economy
A) Service
B) Producers
C) Manufacturing
D) None of the above
3) The demand for communication travel and information
services has increased due to ________
A) Liberalisation
B) Globalization
C) Modernisation
D) None of the above
4) Marketers can differentiate goods from ________ with
the help of the concept of good service continuum
A) Services
B) Goods
C) Production
D) None of these
5) The basic difference between marketing products and
services is ________
A) Intangibility
B) Inseparability
C) Simultaneity
 D) None of the above
6) The environment factors are by and large _______
A) Uncontrollable
B) Controllable
C) Stable
D) None of the above
7) _______ are the main reasons for the existence of the
service firms
A) Customers
B) Supplies
C) Service providers
D) None of these
8) ________ decision create corresponding changes in the
economic development
A) Political
B) Economic
C) Regulatory
D) None of the these
9) The economic reforms liberalisation and ________ are
some of the factors responsible for the fast changes in
the social environment in india.
A) Globalization
B) Modernisation
C) Stability
D) None of these
10) ________ changes have also contributed
substantially to the growth of the service markets
A) Demographic
B) Political
 C) Economic
D) None of these
11) __________ is the process by which buyers select,
organise and interpret into a meaningful impression in
their minds
A) Perception
B) Motivating
C) Learning
D) None of these
12) The popular variable that decides the hierarchy of
social class is ________
A) Income
B) Status
C) Lifestyle
D) None of these
13) The extent to which customers are willing to accept
the variations is called the _______
A) Zone of tolerance
B) Desired service
C) Adequate service
D) None of these
14) _________ is the most important aspect for every
customer
A) Reliability
B) Popularity
C) Brand image
D) None of these
15) The person who has a specific need and proposes
to buy a particular service is called _________
 A) Initiator
B) Influence
C) Gatekeeper
D) None of these
16) The ________ service is the reason for being in the
market
A) Core
B) Supporting
C) Facilitating
D) None of these
17) _________ develop the flower of services
A) Christopher lovelock
B) Peter drucker
C) Henry fayol
D) None of these
18) ___________ is a significant aspects of marketing
mix
A) Price
B) Place
C) Promotion
D) None of these
19) ________ often takes the form of news report and
announcements
A) Publicity
B) Public relations
C) Editorials
D) None of these
20) The ________ is a technique used for service
innovation
 A) Service blue print
B) Benchmarking
C) Service mapping
D) None of these
21) Brand decision is important for ________ goods
A) Tangible
B) Intangibility
C) Perishable
D) None of these
22) ________ introduced the concept of brand image
A) David ogilvy
B) Peter drucker
C) William stanton
D) None of these
23) The _______ concept stresses the importance of a
brand in marketing strategies
A) Brand equity
B) Brand essence
C) Brand identity
D) None of these
24) The brand _______ is an articulation of the heart
and soul of the brand
A) Essence
B) Identify
C) Image
D) None of these
25) _________ and branding strategies could be used
to create a consistent and cohesive culture
A) Internal marketing
 B) External marketing
C) International marketing
D) None of these
26) ________ are the appearances of physical facilities
equipment, personal and communication material
A) Tangibles
B) Reliability
C) Access
D) None of these
27) _______ is the possession of the required skills and
knowledge to perform the service
A) Competence
B) Responsiveness
C) Communication
D) None of these
28) _______ means the power to understanding the
customers feelings and needs
A) Empathy
B) Assurance
C) Reliability
D) None of the above
29) __________ are the judgment of the consumers
about the actual performance or delivery by a company
A) Perception
B) Empathy
C) Tangibles
D) None of these
30) When the firms service quality specifications do not
match with the customer’s expectations then the
________ gap occurs
A) Standard
B) Service performance
C) Communication
D) None of these
31) The rate at which inputs are converted into output
is termed as ________
A) Productivity
B) Production
C) Work in process
D) None of the these
32) __________ is the extent to which the goals are
achieved
A) Effectiveness
B) Efficiency
C) Productivity
D) None of these
33) __________ is the cost of selecting and hiring
people, material and equipment at the lowest cost
A) Economy
B) Efficiency
C) Productivity
D) None of these
34) The quantity and _________ determinants of the
service offering cannot be treated in isolation
A) Quality
B) Productivity
 C) Efficiency
D) None the these
35) _______ is a major determinant of the competitive
advantage for any organization, irrespective of goods or
services
A) Productivity
B) Production
C) Efficiency
D) None of these
36) _______ demand is nothing but the gap between
the desirability and availability
A) Latent
B) Seasonal
C) Forecasting
D) None of these
37) ________ demand creates many problems to
service organization
A) Seasonal
B) Latent
C) Regular
D) None of these
38) _________ management is the process of
allocating the right type of capacity to the right kind of
customer at the right price in order in order to maximise
revenue
A) Yield
B) Service
C) Quality
D) None of these
39) _______ is the politeness respect consideration
and friendliness of contact personnel
A) Courtesy
B) Competence
C) Credibility
D) Reliability
40) ________ quality means what of service i.e.what is
offered to the customer
A) Technical
B) Functional
C) Commercial
D) None of these
41) The term _________ means confirming to the
professional standard of conduct
A) Ethics
B) Ethos
C) Ethical
D) None of these
42) ________ creates a spirit of openness in marketing
practices
A) Transparency
B) Accountability
C) Responsibility
D) None of these
43) _______ creates credibility with the public
A) Values
B) Ethics
C) Character
D) None of these
44) _________ is unethical practice in service
marketing
A) Disclaimers
B) Truth
C) RTl
D) None of these
45) ________ means pricing below the competitor’s
price
A) Predatory
B) Skimming
C) Value
D) None of these
46) _________ are co-producers of services
A) Customer
B) Government
C) Managers
D) None of these
47) Air lines are the good example of
A) Sharing capacity
B) Stretch existing capacity
C) Cross training employees
D) None of these
48) _________refers to a brands objective (functional)
attributes in relation to other brands.
A) . Brand position

B) Product position

c) Brand relationship

D)Both a and b
 50) ________ defines what the brand thinks about the consumer, as
per the consumer.
a. Brand attitude

b. Brand positioning

c. Brand relationship

d. Brand

51) _________ includes two aspects of a brand – its associations and its
personality.
a. Brand attitude

b. Brand positioning

c. Brand relationship

d. Brand image

52) __________ includes two visual signals of a brand – its characte

and its logo. Both are elements of brand identity.
a. Brand attitude

Brand Image

c. Brand Symbol

d. None of these

53) A marketer needs to understand that some ‘general traits’ of a

brand name are:
a. Easy to recognize

b. Easy to pronounce

c. Easy to memorize or recall

d. All of these

54) Lifebuoy – kills the germs you cannot see, is an example of

a. Emotional benefit related to positioning

b. Functional benefit related positioning

c. Usage occasion related to positioning

d. Health-related positioning
55) ________includes two aspects of a brand – its associations and its
personality.
a. Brand attitude

b. Brand positioning

c. Brand relationship

d. Brand image

56) ____________includes all that is linked up in memory about the brand. It

could be specific to attributes, features, benefits or looks of the brand.
a. Brand attitude

b. Brand Associations

c. Brand relationship

d. Brand image

57) The demand communication travel and information services has increased due
to _________

A) Liberalisation

B) Controllable

C) lifestyle

D) none of these

58) The _________ is a technique used for service innovation

A) service blue print

B) Branch marking

C) service mapping

D) none of these

59) ________ can be thought of as a perceptual map of in which like

products of the same company (say, toothpaste) are positioned very close
to one another and compete more with one another than with brands of
other companies.
a. Brand Comparison

b. Cannibalization
c. Positioning

d. Brand Associations

60) A marketer needs to understand that some ‘general traits’ of a

brand name are:
a. Easy to recognize

b. Easy to pronounce

c. Easy to memorize or recall

d. All of the above