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Services Marketing MCQ With Answers (Updated 2021) -

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Home » Services Marketing MCQ With Answers (Updated 2021)

Services Marketing MCQ With Answers (Updated

2021)
MCQ / By Admin

This post covers Services Marketing multiple choice questions with answers updated in 2021. These
services marketing MCQ are objective type questions useful for NET, SET and PhD entrance exam
preparation. Students of MBA, MCA, MMM, PGDM, BBA, Bcom, Mcom can use these Service Marketing
MCQs for exam preparation and quiz tests. Click the “View Answer” button for Services Marketing MCQ
solutions.

Which of the following is not a tangible dominant?

A. Detergents

B. Automobiles

C. Investment Management

D. Soft drinks

View Answer
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C. Investment Management

Select name of the country having maximum percent of GDP attributed to services.

A. United States

C. China

C. Germany

D. India

View Answer

A. United States

______ is not an element of physical evidence.

A. Employee dress

B. Employee Training

C. Equipment

D. Facility design

View Answer

B. Employee Training

According to India Brand Equity Foundation, India’s average Gross Value Added (GVA) as a % of total
GVA for FY 2018 & FY 2019 is _______.

A. 40-45%

B. 50-55%

C. 60-65% 
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D. 70-75%

View Answer

B. 50-55%

________ is not an element of People.

A. Motivation

B. Teamwork

C. Flow of activities

D. Customer training

View Answer

C. Flow of activities

________ is the difference between customer expectations and perceptions.

A. Customer Delight

B. Customer Satisfaction

C. Customer Gap

D. The supplier Gap

View Answer

C. Customer Gap

SSTs stands for ______.

A. Stable Service Technologies

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B. Social Service Technologies

C. Smart Service Technologies

D. Self Service Technologies

View Answer

D. Self Service Technologies

Which of the following is difficult to evaluate?

A. Jewellery

B. Auto repair

C. Furniture

D. Clothing

View Answer

B. Auto repair

Evaluation of Medical Diagnosis service is mainly depends on ________.

A. High in experience quality

B. High in credence quality

C. High in search quality

D. Both a and c

View Answer

B. High in credence quality

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_________ can be characterized as pure service.

A. Teaching

B. Banking

C. Saloon

D. There’s no such thing like a pure service

View Answer

D. There’s no such thing like a pure service

SEE ALSO:  E Commerce MCQ With Answers (Updated 2021)

Intangibility, Perishability, Inseparability & Variability are the characteristics of _______.

A. Products

B. Services

C. Goods

D. Both a&b

View Answer

B. Services

_______ is defined as the caring, individualized attention that the firm provides to its customers.

A. Empathy

B. Responsiveness

C. Sympathy

D. Assurance 
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View Answer

A. Empathy

Charging customers different prices for essentially the same service is called _________.

A. Price discrimination

B. Price Determination

C. Price segmentation

D. Price Settlement

View Answer

A. Price discrimination

Which of the following is not a type of Service encounters?

A. Remote encounters

B. Phone encounters

C. Face to face encounters

D. Check in Encounters

View Answer

D. Check in Encounters

Distinct characteristic of services is ____

A. Inseparability

B. Perishability
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C. Intangibility

D. Variability

View Answer

C. Intangibility

Service marketing is the same as ________.

A. Digital Marketing

B. Retail Marketing

C. Ambush Marketing

D. Relationship Marketing

View Answer

D. Relationship Marketing

_________ are the only service distributors which do not require direct human interactions.

A. Electronic Channels

B. SSTs

C. Direct Service Channels

D. Speculative channels

View Answer

A. Electronic Channels

______is the main reason for difficulty in Services Marketing.

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A. Separability

B. Intangibility

C. Availability

D. Demand Supply Gap

View Answer

B. Intangibility

In Services Marketing, All of the following are examples of services except __________.

A. Insurance & Banking

B. Income Tax Filing

C. Salon

D. Computer Software

View Answer

D. Computer Software

In this pricing strategy mostly services are sold at different prices by the same provider in different
markets is known as ______.

A. Price differentiation

B. Price discrimination

C. Market Pricing

D. Marketing Myopia

View Answer

B. Price discrimination
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Total customer value consists of all of the following components except _____

A. Personal Value

B. Product Value

C. Service Value

D. Image Value

View Answer

A. Personal Value

Standardized and customized flow of activities, simple and complex number of steps and customer
involvement by which a service is delivered is called _______.

SEE ALSO:  Best Marketing Research Topics for Presentation (2021)

A. Place Mix

B. Physical Evidence Mix

C. Process Mix

D. People Mix

View Answer

C. Process Mix

_____ is the environment in which the service is delivered and where the firm and customer interact
and any tangible components that facilitate performance or communication of the service.

A. Physical evidence

B. Process
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C. Place

D. People

View Answer

A. Physical evidence

“All human actors who play a part in service delivery and thus influence the buyer’s perceptions:
namely, the firm’s personnel, the customer and other customers in the service environment.”

A. Process

B. Physical Environment

C. People

D. Place

View Answer

C. People

__________ is a tool for simultaneously depicting the service process, the points of customer contact,
and the evidence of service from the customer’s point of view.

A. Front end planning

B. Service Blueprinting

C. Service Standardization

D. None of these

View Answer

B. Service Blueprinting

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_________ is the physical surroundings or the physical facility where the service is produced, delivered
and consumed.

A. Servicespace

B. Servicescape

C. Serviceplace

D. Servicescope

View Answer

B. Servicescape

_______ is the culture where an appreciation for good service exists and where giving good service to
internal as well as ultimate, external customers is considered a natural way of life and one of the
most important norms by everyone.

A. Service culture

B. Corporate culture

C. Service Triangle

D. Service Quality Dimensions

View Answer

A. Service culture

A triangle of Company, Customers, Employees, Internal Marketing, External Marketing

communications and Interactive marketing is known as…………..

A. Marketing Triangle

B. Service Triangle

C. Communication Triangle
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D. Both a and b

View Answer

B. Service Triangle

Tata Sky is the joint venture of Tata and ________.

A. Sony

B. Star

C. IBN

D. Zee

View Answer

B. Star

_______is NOT accepted as being part of the extended marketing mix for services.

A. Promotion

B. Place

C. Product

D. Practice

View Correct Answer

D. Practice

“Every business is a service business” was quoted by______.

A. Peter Drucker
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B. Kevin Keller

SEE ALSO:  Brand Management MCQ With Answers

C. Philip Kotler

D. Michael Porter

View Correct Answer

C. Philip Kotler

Services are characterized by all of the following characteristics except for________

A. Perishability

B. Homogeneity

C. Inseparability

D. Intangibility

View Correct Answer

B. Homogeneity

________is an example of intangible dominant.

A. Agriculture

B. Logistics

C. Teaching

D. Car Maintenance

View Correct Answer

C. Teaching
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Services that occur without interruption confusion or hassle to the customer is called ______.

A. Seamless service

B. Digital Services

C. Marketing Myopia

D. Functional Services

View Correct Answer

A. Seamless service

The mental energy spent by customers to acquire service is referred to as _____.

A. Time Cost

B. Mental Cost

C. Energy cost

D. Acquisition Cost

View Correct Answer

C. Energy cost

The unique service characteristic that reflects the interconnection between the service firm and its
customer is called _______.

A. Intangibility

B. Inseparability

C. Perishability

D. Ubiquity
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View Correct Answer

B. Inseparability

In addition to the traditional four Ps, the services marketing mix includes ________

A. Process, Physical Evidence & Purpose

B. People, Process & Physical Evidence

C. Product, People & Physical Environment

D. Public, Process and Practice

View Correct Answer

B. People, Process & Physical Evidence

_____ is mainly deals with the inability to inventory services.

A. Intangibility

B. Perishability

C. Inseparability

D. Tranquility

View Correct Answer

B. Perishability

Competitor intelligence should be gathered ______

A. Yearly

B. Decadely
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C. Half Yearly

D. Continuously

View Correct Answer

D. Continuously

Total customer value consists of _______

A. Product Value

B. Image Value

C. Serrvice Value

D. All of the above

View Correct Answer

D. All of the above

This is all about Services Marketing MCQ with Answers. Hope these multiple choice questions on marketing
of services will help students to score better in the examination.

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