MCQs on Service Marketing

1. A ……………. Is a form of product that consist of activities, benefits, or satisfaction offered for sale that are essentially intangible and do not result in the ownership of anything?
a. Service
b. Demand
c. Need
d. Physical object
Answer: (a)


2. All of the following are examples of service except;
a. Banking
b. Hotels and motels
c. Tax preparation
d. Computer software
Answer: (d)


3. Distinct characteristics of services is ……………… ?
a. Intangible
b. Inseparability
c. Variability
d. Perishability
Answer: (a)


4. The services a customer expects are called ………………..services package?
a. Expected
b. Augmented
c. Primary
d. Secondary
Answer: (c)


5. Added features to an offering are called ……………….. service features?
a. Perceived
b. Secondary
c. Expected
d. Augmented
Answer: (b)


6. Intangibility, perishability, inseparability, and variability are the characteristics of :
a. Products
b. Services
c. Goods
d. Both ‘a’ and ‘b’
Answer: (b)


7. ……………… are the only service distributors which do not require direct human
interactions?
a. Electronic channels
c. Direct service channels
b. SSTS
d. Speculative channels
Answer: (a)


8. ……………… is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
a. Service space
b. Service place
c. Service escape
d. Service scope
Answer: (c)


9. ……………….. is defined as the caring, individualised attention that the firm provides its customers .
a. Empathy
b. Responsiveness
c. Sympathy
d. Assurance
Answer: (d)


10. Which of the following is not a element of people?
a. Motivation
b. Team work
c. Customer training
d. Flow of activities
Answer: (d)


11. Which of the following is not an element of physical evidence?
a. Employees dress
c. Equipment
b. Employees training
d. Facility design
Answer: (b)


12. In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………..?
a. Feedback
b. Feed forward 
c. Both ‘a’ and ‘b’
d. None of these
Answer: (b)


13. Which of the following is not generally accepted as being part of the extended marketing mix for services?
a. Product
b. Price
c. Process
d. Practice
Answer: (d)


14. Services cannot be stored. This describes the ………….. characteristic of services?
a. Intangibility
b. Variability
c. Inconsistency
d. None of the above
Answer: (c)


15. ……………… describes the employees skills in serving the client.
a. Internal marketing
c. Interactive marketing
b. External marketing
d. Communicating market
Answer: (c)

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