This post covers top 40 Services Marketing multiple choice questions with answers. These services marketing MCQ are objective type questions useful for NET, SET and PhD entrance exam preparation. Students of MBA, MCA, MMM, PGDM, BBA, Bcom, Mcom can use these Service Marketing MCQs for exam preparation and quiz tests. Click the “View Answer” button for Services Marketing MCQ solutions.
Which of the following is not a tangible dominant?
A. Detergents
B. Automobiles
C. Investment Management
D. Soft drinks
View Answer
C. Investment Management
Select name of the country having maximum percent of GDP attributed to services.
A. United States
C. China
C. Germany
D. India
View Answer
A. United States
______ is not an element of physical evidence.
A. Employee dress
B. Employee Training
C. Equipment
D. Facility design
View Answer
B. Employee Training
According to India Brand Equity Foundation, India’s average Gross Value Added (GVA) as a % of total GVA for FY 2018 & FY 2019 is _______.
A. 40-45%
B. 50-55%
C. 60-65%
D. 70-75%
View Answer
B. 50-55%
________ is not an element of People.
A. Motivation
B. Teamwork
C. Flow of activities
D. Customer training
View Answer
C. Flow of activities
________ is the difference between customer expectations and perceptions.
A. Customer Delight
B. Customer Satisfaction
C. Customer Gap
D. The supplier Gap
View Answer
C. Customer Gap
SSTs stands for ______.
A. Stable Service Technologies
B. Social Service Technologies
C. Smart Service Technologies
D. Self Service Technologies
View Answer
D. Self Service Technologies
Which of the following is difficult to evaluate?
A. Jewellery
B. Auto repair
C. Furniture
D. Clothing
View Answer
B. Auto repair
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
View Answer
B. High in credence quality
_________ can be characterized as pure service.
A. Teaching
B. Banking
C. Saloon
D. There’s no such thing like a pure service
View Answer
D. There’s no such thing like a pure service
Intangibility, Perishability, Inseparability & Variability are the characteristics of _______.
A. Products
B. Services
C. Goods
D. Both a&b
View Answer
B. Services
_______ is defined as the caring, individualized attention that the firm provides to its customers.
A. Empathy
B. Responsiveness
C. Sympathy
D. Assurance
View Answer
A. Empathy
Charging customers different prices for essentially the same service is called _________.
A. Price discrimination
B. Price Determination
C. Price segmentation
D. Price Settlement
View Answer
A. Price discrimination
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
View Answer
D. Check in Encounters
Distinct characteristic of services is ____
A. Inseparability
B. Perishability
C. Intangibility
D. Variability
View Answer
C. Intangibility
Service marketing is the same as ________.
A. Digital Marketing
B. Retail Marketing
C. Ambush Marketing
D. Relationship Marketing
View Answer
D. Relationship Marketing
_________ are the only service distributors which do not require direct human interactions.
A. Electronic Channels
B. SSTs
C. Direct Service Channels
D. Speculative channels
View Answer
A. Electronic Channels
______is the main reason for difficulty in Services Marketing.
A. Separability
B. Intangibility
C. Availability
D. Demand Supply Gap
View Answer
B. Intangibility
In Services Marketing, All of the following are examples of services except __________.
A. Insurance & Banking
B. Income Tax Filing
C. Salon
D. Computer Software
View Answer
D. Computer Software
In this pricing strategy mostly services are sold at different prices by the same provider in different markets is known as ______.
A. Price differentiation
B. Price discrimination
C. Market Pricing
D. Marketing Myopia
View Answer
B. Price discrimination
Total customer value consists of all of the following components except _____
A. Personal Value
B. Product Value
C. Service Value
D. Image Value
View Answer
A. Personal Value
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
View Answer
C. Process Mix
_____ is 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
View Answer
A. Physical evidence
“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
View Answer
C. People
__________ is 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
View Answer
B. Service Blueprinting
_________ is the physical surroundings or the physical facility where the service is produced, delivered and consumed.
A. Servicespace
B. Servicescape
C. Serviceplace
D. Servicescope
View Answer
B. Servicescape
_______ 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
View Answer
A. Service culture
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
View Answer
B. Service Triangle
Tata Sky is the joint venture of Tata and ________.
A. Sony
B. Star
C. IBN
D. Zee
View Answer
B. Star
_______is NOT accepted as being part of the extended marketing mix for services.
A. Promotion
B. Place
C. Product
D. Practice
View Correct Answer
D. Practice
“Every business is a service business” was quoted by______.
A. Peter Drucker
B. Kevin Keller
C. Philip Kotler
D. Michael Porter
View Correct Answer
C. Philip Kotler
Services are characterized by all of the following characteristics except for________
A. Perishability
B. Homogeneity
C. Inseparability
D. Intangibility
View Correct Answer
B. Homogeneity
________is an example of intangible dominant.
A. Agriculture
B. Logistics
C. Teaching
D. Car Maintenance
View Correct Answer
C. Teaching
Services that occur without interruption confusion or hassle to the customer is called ______.
A. Seamless service
B. Digital Services
C. Marketing Myopia
D. Functional Services
View Correct Answer
A. Seamless service
The mental energy spent by customers to acquire service is referred to as _____.
A. Time Cost
B. Mental Cost
C. Energy cost
D. Acquisition Cost
View Correct Answer
C. Energy cost
The unique service characteristic that reflects the interconnection between the service firm and its customer is called _______.
A. Intangibility
B. Inseparability
C. Perishability
D. Ubiquity
View Correct Answer
B. Inseparability
In addition to the traditional four Ps, the services marketing mix includes ________
A. Process, Physical Evidence & Purpose
B. People, Process & Physical Evidence
C. Product, People & Physical Environment
D. Public, Process and Practice
View Correct Answer
B. People, Process & Physical Evidence
_____ is mainly deals with the inability to inventory services.
A. Intangibility
B. Perishability
C. Inseparability
D. Tranquility
View Correct Answer
B. Perishability
Competitor intelligence should be gathered ______
A. Yearly
B. Decadely
C. Half Yearly
D. Continuously
View Correct Answer
D. Continuously
Total customer value consists of _______
A. Product Value
B. Image Value
C. Serrvice Value
D. All of the above
View Correct Answer
D. All of the above
This is all about Services Marketing MCQ with Answers. Hope these multiple choice questions on marketing of services will help students to score better in the examination.
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