Service Marketing

QUIZ
 Question…
The alternative to price competition in services marketing
is to develop a _____

o Fighting brand
o Lower-cost approach
o Differentiated offer, delivery, or image
o Better and faster delivery system
 Question…
Lexmark sells printers. It also provides a customer hotline
to help customers with problems such as the printer not
printing properly. This is an example of a ____. 

o Pure tangible good

o Tangible good with accompanying service
o Major service with accompanying minor goods and Services
o None of the above
 Question…
For a small fee, Mary will go to your home and feed
your cat while you are on vacation. She also will water
your plants and bring in the mail. The type of service she
provides is an example of a ____. 

o Pure tangible good

o Tangible good with accompanying services
o Hybrid
o Pure service
 Question…
The fact that services are typically produced and
consumed simultaneously is an example of which service
characteristic? 

o Intangibility
o Perishability
o Variability
o Inseparability
 Question…
In addition to the traditional four Ps of marketing, service
providers must pay attention to three more Ps suggested
by Boomer and Bitner. They are: ______

o People, privacy, and process

o Physical evidence, privacy, and process
o People, physical evidence, and process
o People, physical evidence, and privacy
 Question…
Airlines try to influence demand for their services and
control the Perishability characteristics of their service by
______

o The use of differentiated pricing

o The hire of part-time employees
o The increase of peak-time efficiency
o The sharing of services with other providers
 Question…
_____ describes the normal work done by a company to
prepare, price, distribute, and promote a service to
customers.

o Interactive marketing
o Internal marketing
o TQM
o External marketing
 Question…
_____ describes the work done by a company to train and
motivate its employees to serve customers well.

o Internal marketing
o External marketing
o Relationship marketing
o Interactive marketing
 Question…
Charles Schwab, the nation's largest discount brokerage
house, uses the Internet to deliver both high-tech and
high-touch services to its clients. This is an example of
____
 
o External Marketing
o Consultive Marketing
o Interactive Marketing
o Internal Marketing
 Question…
Because services are generally high in ____, a buyer
normally finds them hard to evaluate, even after
consumption.

o Search qualities
o Mystic qualities
o Credence qualities
o Differentiation
 Question…
For a day care provider, the primary service package
includes ______.

o Feeding the children

o Swimming lessons
o Taking sick children to their pediatrician
o Art lessons
 Question…
Which of the following is not one of the commonly used
approaches to improving service productivity? 

o Have service providers work more skillfully

o Increase the quantity of service by surrendering some value
o Industrialize the service by adding equipment and
standardizing production
o Design a less effective service
 Question…
All of the following except one are identified as major
trends in customer service. Which is the
exception? 

o Customers are pressing for service unbundling

o Extended warranties may diminish in importance
o Rapid increase in customer service choices
o Customers are starting to attach less importance to customer
service
 Question…
A ____ occurs when hospital administrators think that
patients want better food when, in reality, the patients are
more concerned with nurse responsiveness.

o Gap between consumer expectation and management perception

o Gap between management perception and service-quality specification

o Gap between perceived service and expected service

o Gap between service delivery and external communication

 Question…
To provide the best support, a manufacturer must ______. 

o Understand his customers' needs

o Understand his products' benefits
o Identify and prioritize the services that his customers value
most
o Provide the same type of customer service that his major
competitor does.
Questions with 50:50 Option

50:50
 Question.…

Which is not the characteristic of Services?

50:50

A. Variability B. Inseparability
C. Perishability D. Homogeneity
 Question…

Which is not the component of a service?

50:50

A. Service Availability B. Physical product

C. Service environment D. Service Delivery
 Question .…

Correct order of stages of Consumer-decision process?

1) Information search
2) Pre-purchase evaluation
3) Post purchase Evaluation
4) Need recognition
50:50
5) Consumption
6) Purchase
7) Divestment

A. 4-1-2-6-3-5-7 B. 4-1-2-6-5-3-7
C. 4-1-2-6-5-2-7 D. 4-2-1-3-5-6-7
 Question .…

What are the Factors affecting a purchase decision

process?

50:50

A. Only C B. C & D both.

C. Consumer Mood D. Degree of Involvement
 Question .…

Which is not type of decision-making behavior of consumers?

50:50

A. Complex Buying B. Dissonance reducing buying

C. Habitual Buying D. Forced Buying

 Question .…

Describes the normal work done by a company to

prepare, price, distribute, and promote a service to
customers.

50:50

A. Interactive Marketing B. Internal Marketing

C. TQM D. External Marketing

 Question .…

Which is the most easy to use and common approach to

pricing a product or service?

50:50

A. Market-based pricing B. Competition-based pricing

C. Cost-based pricing D. None of the above.

 Question .…

Describes the work done by a company to train and

motivate its employees to serve customers well.

50:50

A. Interactive Marketing B. External Marketing

C. Relationship Marketing D. Internal Marketing

 Question….

CEO of ???

Dr. Eric Schmidt

 Answer…

Chairman and CEO

Google Inc

Dr. Eric Schmidt

 Question….

CEO of ???

Carleton Fiorina
 Answer…

CEO of

Hewlett Packard
(HP)
Carleton Fiorina
 Question….

CEO of ???

Robert A. Iger
 Answer…

President & CEO of

Walt Disney
Company Robert A. Iger
 Question….

CEO of ???
 Answer…

CEO of

Bharti Group

Sunil Mittal
 Question….

CEO of ???

K.V. Kamath
 Answer…

M.D & CEO of

ICICI Bank

K.V. Kamath
 Question….

CEO of ???

Dan Carp
 Answer…

CEO of

Eastman Kodak
Company
Dan Carp
 Question….

CEO of ???
 Answer…

CEO of

ITC

Y.C Deveshwar
 Question….

CEO of ???

Shantanu Narayan
 Answer…

CEO of

Adobe
 Question….

‘Moving India Forward’

is Punchline of……

“Air India”
 Question….

‘Good People to bank with’

is Punchline of……

“Union Bank of India”

 Question….

‘We make importing smooth’

is Punchline of……

“DHL”
 Question….

‘ We are building a new technology company ’

is Punchline of

“Lenovo”
 Question….

‘The most friendly Airline’

is Punchline of

“Austrian Airline”
 Question….

‘Your dream our commitment’

is Punchline of

“Birla Sun Life”

 Question….

‘ What’s stopping you? ’

is Punchline of

“Business World”
 Question….

‘A tradition of trust ’

is Punchline of

“Allahabad Bank”
 Question….

‘Beyond the obvious’

is Punchline of

“TCS”
 Question….

‘Build a better life around us’

is a Punchline of

“Central Bank Of India”

 Question….

‘High Performance. Delivered’

is Punchline of

“Accenture”
 Question….

‘We Live to Deliver’

is Punchline of

“Fedex”
 Question….

‘Your Potential Our Passion’

is Punchline of

“Microsoft”
 Question….

‘Be the first to know’

is Punchline of

“CNN”
 Question….

‘The name you can bank upon’

is Punchline of

“Punjab National Bank”

 Question….

‘Banking for customer Relationship’

is Punchline of

“Bank of Baroda”
 Question…

Traditionally known as a strong

diamond financing bank , this
ranks among the top 10 banks in
the world in size and strength.

Identify……..
 Question…

Can you identify the brand with

which this is associated?

Also say its full name…

 Question…

This organization was originally

incorporated to serve three cities
in Texas on March 15,1967 by
Rollin King and Herb Kelleher.

Identify……
 Question…

The portal claims to be the

largest gaming portal in India.

Identify the logo and by whom

was it launched…….
 Question…

This was founded on January 6,

1926 in Berlin, following a merger
between "Deutsche Aero Lloyd“
(DAL) and "Junkers Luftverkehr".

Identify…
 Question…

This service was introduced in

1991 to cater the everlasting
growing demand for packing &
moving of house hold goods &
industrial packing. It is a unique
concept of "Closed Containers“.

Identify…..
 Question…

This was the first of the new

private banks to have begun
operations in 1994, after the
Government of India allowed
new private banks to be
established. This was chosen as
Best Bank for the year 2007 by
Business India.
India

Identify..
Identify
 Question…

This is a global chain of is a

global hamburger fast food
restaurants.
The famous slogan of this is
“Have It Your Way”
Way

Identify………
 Question…

This is the biggest forum for the

MBA Junta in India, and their
forums have provided an infinite
amount of information resulting
in over 10 million page

Identify…….
 Question…

This was established in 1994, is

the country's only branded chain
of retail flower shops and an
online flower store providing one
stop solutions for everybody's
floral needs.
needs

Identify…
 Question…

This organization was set up in

1945. Primarily an edible oil
factory, the chief products were
Sunflower Vanaspati and 787
laundry soap.

What is it? Also say the full form.

 Question…

This is not
- a soapbox
-a battleground
-a vehicle for propaganda
-memorial site
-directory .

What is it. Identify………

 Question…

This is a symbol of an institution

that offers Offering range of
services like home loans,
housing loans and home loans
in
India.

Identify it..
 Question…

This is the largest provider of

both local and long distance
telephone services, wireless
service, and DSL Internet
access in the United States.
Formerly known as SBC
Communications, Inc., the
company has now shed its
name.

Identify…………
 Question…

This is a partnership between

one of India's leading multi
business corporations and a
Fortune 100 company. The paid
up capital of the Joint Venture is
Rs. 250 crores and the CEO and
Managing Director of the
company is Mr. Anuroop 'Tony‘
Singh.

Identify….
 Question…

It is the world's largest financial

group in terms of market
capitalization.
Rated as the third largest
company by Forbes2000.

Founded by Thomas Sutherland.

Sutherland

Identify….