Take The MCQ Questions On Services Marketing! Quiz

20 Questions | Total Attempts: 2615

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Take The MCQ Questions On Services Marketing! Quiz

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Questions and Answers
  • 1. 
    The act of delivering a product is by definition a
    • A. 

      Service

    • B. 

      Courier

    • C. 

      Benefit

    • D. 

      Performance

  • 2. 
    Which of the following are NOT services?
    • A. 

      A transfer of title

    • B. 

      An exchange of tangible goods

    • C. 

      Tangible products

    • D. 

      All of the options listed

  • 3. 
    Hairdressing is a good example of a service purchased by an individual for their own private consumption. Hairdressing is also an example of
    • A. 

      Outsourcing

    • B. 

      Business-to-business service

    • C. 

      Customer service

    • D. 

      A tangible product

  • 4. 
    Services are usually provided through the application of intellectual or physical efforts to a _____ or physical object. As such, services involve a _____ component
    • A. 

      Plan, service

    • B. 

      Person, physical

    • C. 

      Person, service

    • D. 

      Plan, delivery

  • 5. 
    Many products are provided using a combination of equipment and physical efforts. They are considered services because the intangible inputs into the services comprise the largest proportion of the value delivered by the product. Which of the following are services?
    • A. 

      A mechanic changing a car's oil

    • B. 

      A tyre re-alignment

    • C. 

      Fiting a new timing belt and brake pads

    • D. 

      All of the options listed

  • 6. 
    The characteristics that formally distinguish services from goods are intangibility, inseparability, _____ and perishability
    • A. 

      Benefits

    • B. 

      Hetrogeneity

    • C. 

      Homogeneity

    • D. 

      Tangibility

  • 7. 
    The characteristic of services which most fundamentally distinguishes them from goods is their
    • A. 

      Benefits

    • B. 

      Hetrogeneity

    • C. 

      Homogeneity

    • D. 

      Intangibility

  • 8. 
    The characteristic of being produced and consumed simultaneously is known as
    • A. 

      Inseperability

    • B. 

      Intangibility

    • C. 

      Perishability

    • D. 

      Homogeneity

  • 9. 
    Tickets to a concert that never get sold are an example of services'
    • A. 

      Heterogeneity

    • B. 

      Intangibility

    • C. 

      Perishability

    • D. 

      Homogeneity

  • 10. 
    Websites such as 'lastminute.com' and 'Halftix.com' offer discount prices for accommodation and entertainment in an attempt to balance supply and demand. Specifically these sites
    • A. 

      Restrict demand

    • B. 

      Increase supply capactiy

    • C. 

      Stimulate demand

    • D. 

      Decrease supply capacity

  • 11. 
    Which factor is most controllable in the delivery of a service?
    • A. 

      The organisations customers

    • B. 

      The organisations competitors

    • C. 

      The organisations staff

    • D. 

      The organisations product

  • 12. 
    Accountants, lawyers, architects and investment advisers manage their customers closely as individuals and provide each with a service tailored to their unique circumstances and needs. They are known as
    • A. 

      Business service providers

    • B. 

      Professional service providers

    • C. 

      Customer service providers

    • D. 

      Individual service providers

  • 13. 
    When sources of sustainable differentiation are relatively few, service providers can use a _____ to create a unique market position
    • A. 

      Service culture

    • B. 

      Pricing strategy

    • C. 

      Professional strategy

    • D. 

      Consumer strategy

  • 14. 
    A potential airline customer can evaluate the _____ qualities of timetables, destinations and prices before making their purchase and experiencing the service. Many services, however, lack these qualities and instead customers rely on other qualities
    • A. 

      Professional

    • B. 

      Experience

    • C. 

      Credence

    • D. 

      Search

  • 15. 
    Services high in credence qualities include
    • A. 

      Furniture and jewellery

    • B. 

      Root canal therapy and automotive repairs

    • C. 

      Holidays and haircuts

    • D. 

      Restaurant meals and childcare

  • 16. 
    In line with the five common dimensions which customers use to evaluate service quality, empathy can be explained as
    • A. 

      Care and attentiveness

    • B. 

      Trust and confidence in the service provider

    • C. 

      Willing and able to provide the service

    • D. 

      Cosistency and dependability

  • 17. 
    Because services are typically _____ and frequently _____ in quality, it is important that service marketers actively manage customers' _____ so that customer service delivery will consistently fall within customers' zone of tolerance
    • A. 

      Intangible, variable, expectations

    • B. 

      Tangible, variable, expetations

    • C. 

      Intangible, consistent, experiences

    • D. 

      Tangible, consistent, experiences

  • 18. 
    The bowel cancer screening and responsible drinking campaigns are both examples of which type of not-for-profit marketing?
    • A. 

      Philanthropic

    • B. 

      Societal

    • C. 

      Social

    • D. 

      Community

  • 19. 
    Many not-for-profit organisations are competing for clients or members and do so by providing desirable products and client satisfaction, while building long-term relationships. Examples of organisations that have a monopoly and therefore do not compete include
    • A. 

      St Vincent de Paul Society and the Cancer Council

    • B. 

      The Smith Family and the St Vincent de Paul Society

    • C. 

      Centrelink and Medicare

    • D. 

      The Cancer Council and Amnesty International

  • 20. 
    St Vincent de Paul is a not-for-profit organisation assisting needy people. Which of the following is the organisation's core objective?
    • A. 

      Financial return

    • B. 

      Demonstrating a return on financial investments

    • C. 

      Assisting the maximum number of needy people

    • D. 

      Limiting the number of people who are needy

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