Sample Proforma of Marketing Plan of Service CompanyFull description
MCQ for Benefits and Services
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data warehousing
Consumer Behaviour for Services Marketing : This is the No. 2 of a Series of Articles on Services Marketing to be taught to MBA students in Indian Business Schools.
Marketing Management MCQ
This is the answers to the biology unit 1 cape multiple choice for the years 2007 to 2011. hope it proves to be useful.
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this project deals with the 7 P's of marketing MixFull description
Depicts a flexible package of content-rich materials to market professional services in print, online and by emailFull description
www.banquedesetudes.comDescription complète
MCQ: Unit-I: Introduction to Services marketing 1. A ______________________ is a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. a. b. c. d.
Service Demand Need Physical object
2. Distinct characteristic of services is_____________ a. b. c. d.
6. Examples of pure tangible goods include all of the following EXCEPT: a. Soap. b. Tax preparation. c. Toothpaste. d. Salt.
7. __________describes the employees skills in serving the client. a. b. c. d. e.
Internal Marketing External Marketing Relationship marketing Interactive marketing Communication Marketing
8. SSTS refers to __________ a. b. c. d.
Service Standards Testing Self- Service Technologies Standard Service Technologies Self Service Treatments
9. _____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event. a. b. c. d.
Hybrid offer Core service Augmented or ancillary product Experience
10. Top firms audit service performance by collecting_________measurements to probe customer satisfiers and dissatisfiers. a. b. c. d.
Customer satisfier Customer complaint Voice of the customer Psychological
11. The services a customer expects are called the ______service package. a. b. c. d. e.
Expected Augmented Primary Secondary Perceived
12. The fact that a business traveler may have one very positive check-in experience at a hotel and then a very negative check-in experience with a different employee on a subsequent visit is evidence of service: a. b. c. d.
13. Added features to an offering are called _________service features. a. b. c. d. e.
Expected Augmented Primary Secondary Perceived
14. The intangibility of services has implications for the choice of _________ a. b. c. d. e.
Brand elements Location Price Product features Channels of distribution
15. __________cost refers to the product’s purchase cost plus the discounted cost of maintenance and repair less the discounted salvage value a. b. c. d. e.
Total Variable Life cycle Net Out of pocket
16. Successful service companies focus their attention on both their customers and their employees. They understand ___________________, which links service firm profits with employee and customer satisfaction. a. b. c. d.
Internal marketing Service-profit chains Interactive marketing Service differentiation
17. If a firm is practicing ____________________, the firm is training and effectively motivating its customer-contact employees and all of the supporting service people to work as a team to provide customer satisfaction. a. b. c. d.
Double-up marketing Internal marketing Interactive marketing Service marketing
18. According to Parasuraman, Zeithaml & Berry , the most important determinant of service quality is : a. b. c. d. e.
19. The extended marketing mix for services includes: People, Processes and _________ a. b. c. d.
Product Place Physical Evidence Promotion
20. Which of the following is not an element of physical evidence? a. b. c. d.
Employee Dress Employee Training Equipment Facility Design
21. Which of the following is not an element of people? a. b. c. d.
Motivation Teamwork Flow of activities Customer training
22. Standardized and customized flow of activities , simple and complex number of steps and customer involvement by which a service is delivered is called – a. b. c. d.
Place Mix Physical evidence mix Process mix People mix
23. _ _________ is the environment in which the service is delivered and where the firm and customer interact and any tangible components that facilitates performance or communication of the service. a. b. c. d.
Physical evidence Process Place People
24. All human actors who play a part in service delivery and thus influence the buyers perceptions : namely , the firms personnel,, the customer and other customers in the service environment. a. b. c. d.
Process Physical environment People Place
25. ____________ is a tool for simultaneously depicting the service process , the points of customer contact and the evidence of service from the customers point of view . a. b. c. d.
Front of Planning Service Blueprinting Service standardization None of these
26. __________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed. a. b. c. d.
27. ___________ are the only service distributors which do not require direct human interactions. a. b. c. d.
Electronic channels SST’s Direct Service channels Speculative channels
28. In the absence of a physical product, service providers need to consider the use of ______________ that enable customers to make a judgment on the service quality. a. b. c. d.
