Services Marketing multiple choice questions with answers (Objective type questions for exam preparation), MCQs useful for Management (MBA, BBA etc.), commerce, Marketing Specialization students and other professionals.

1. Which of the following is not a tangible dominant?

a. Detergents

b. Automobiles

c. Investment Management

d. Soft drinks

Answer: c

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

a. United States

b. China

c. Germany

d. India

Answer: a

3. Which of the following is not an element of physical evidence?

a. Employee dress

b. Employee Training

c. Equipment

d. Facility design

Answer: b

4. Which of the following is not an element of People?

a. Motivation

b. Teamwork

c. Flow of activities

d. Customer training

Answer: c

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

a. Place Mix

b. Physical Evidence Mix

c. Process Mix

d. People Mix

Answer: c

6.……………… 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

c. Place

d. People

Answer: a

7. “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

Answer: c

8. ……………is the difference between customer expectations and perceptions.

a. Customer Delight

b. Customer Satisfaction

c. Customer Gap

d. The supplier Gap

Answer: c

9. Which of the following is difficult to evaluate?

a. Jewellery

b. Auto repair

c. Furniture

d. Clothing

Answer: b

10. 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

Answer: b

11. ………… defined a the caring, individualized attention that the firm provides its customers.

a. Empathy

b. Responsiveness

c. Sympathy

d. Assurance

Answer: a

12. 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

Answer: d

13. ……………… 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

Answer: b

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

a. Servicespace

b. Servicescape

c. Serviceplace

d. Servicescope

Answer: b

15. “…….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

Answer: a

16. SSTs stands for…….

a. Stable Service Technologies

b. Social Service Technologies

c. Smart Service Technologies

d. Self Service Technologies

Answer: d

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

a. Electronic Channels

b. SSTs

c. Direct Service Channels

d. Speculative channels

Answer: a

18. 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

d. Both a and b

Answer: b

19. Tata Sky is the joint venture of Tata and …………….

a. Sony

b. Star

c. IBN

d. Zee

Answer: b

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

a. Products

b. Services

c. Goods

d. Both a&b
Answer: b