MCQOPTIONS
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MCQOPTIONS
This section includes 95 Mcqs, each offering curated multiple-choice questions to sharpen your Bachelor of Business Administration (BBA) knowledge and support exam preparation. Choose a topic below to get started.
| 1. |
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» B. SSTs | |
| 2. |
This is when customers visit the service facility so that they are personally involved through the service delivery process |
| A. | Low-contractservice |
| B. | High contract service |
| C. | Medium contract service |
| D. | Information processing service |
| Answer» C. Medium contract service | |
| 3. |
. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter. |
| A. | Service action |
| B. | Service satisfaction |
| C. | Service recovery |
| D. | Service quality |
| Answer» E. | |
| 4. |
An approach that encompasses a wide range of relationships, not just with customers, but also those that organizations develop with suppliers, regulators, government, competitors, employees, and others, is referred to as |
| A. | Relationship marketing |
| B. | Market exchange |
| C. | Service failure |
| D. | Shared responsibility |
| Answer» B. Market exchange | |
| 5. |
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» D. Place | |
| 6. |
A volume-oriented positioning strategy is achieved by |
| A. | Reducing divergence. |
| B. | Increasing complexity |
| C. | Reducing complexity. |
| D. | Increasing divergence |
| Answer» E. | |
| 7. |
Customers ultimately determine the services by .. |
| A. | The type of competitors. |
| B. | The levels of marketing effectiveness and operational efficiency |
| C. | The cycle of fluctuations |
| D. | The price of the competitors. |
| Answer» C. The cycle of fluctuations | |
| 8. |
Customer frustration resulting from receiving poor service is most similar to |
| A. | Image costs. |
| B. | Monetary price |
| C. | Energy costs. |
| D. | Psychic costs. |
| Answer» E. | |
| 9. |
Soft technologies refer to |
| A. | Flexible rules that can be bent to meet customer needs. |
| B. | The personal touches that ultimately lead to customer satisfaction. |
| C. | Guidelines that permit employee empowerment |
| D. | Hardware that facilitates the production of a standardized |
| Answer» C. Guidelines that permit employee empowerment | |
| 10. |
A disadvantage of e-marketing is |
| A. | High cost. |
| B. | Low reach. |
| C. | Loss of personal contact |
| D. | Less satisfaction. |
| Answer» D. Less satisfaction. | |
| 11. |
The __________ is calculated by dividing the activity time by the number of locations at which the activity is performed. |
| A. | Service cost per meal |
| B. | Maximum output per hour |
| C. | Process time. |
| D. | Activity time. |
| Answer» D. Activity time. | |
| 12. |
. ..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 |
| Answer» B. Process | |
| 13. |
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» D. People Mix | |
| 14. |
. is the difference between customer expectations and perceptions. |
| A. | Customer Delight |
| B. | Customer Satisfaction |
| C. | Customer Gap |
| D. | The supplier Gap |
| Answer» D. The supplier Gap | |
| 15. |
is the physical surroundings or the physical facility where the service is produced, delivered and consumed. |
| A. | Service space |
| B. | Service scape |
| C. | Service place |
| D. | Service scope |
| Answer» C. Service place | |
| 16. |
..is defined a the caring, individualized attention that the firm provides its customers. |
| A. | Empathy |
| B. | Responsiveness |
| C. | Sympathy |
| D. | Assurance |
| Answer» B. Responsiveness | |
| 17. |
..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 |
| A. | Front end planning |
| B. | Service Blueprinting |
| C. | Service Standardization |
| D. | Service Culture |
| Answer» C. Service Standardization | |
| 18. |
.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» B. Corporate culture | |
| 19. |
Tata Sky is the joint venture of Tata and . |
| A. | Sony |
| B. | Star |
| C. | IBN |
| D. | Zee |
| Answer» C. IBN | |
| 20. |
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. | Marketing & Service triangle |
| Answer» C. Communication Triangle | |
| 21. |
SSTs stands for . |
| A. | Stable Service Technologies |
| B. | Social Service Technologies |
| C. | Smart Service Technologies |
| D. | Self Service Technologies |
| Answer» E. | |
| 22. |
Many people when they go on vacation are choosing to leave their dogs in posh pet resorts that offer a variety of activities for the dogs, such as swimming pool frolics, nature walks and hayrides. Dog owners are paying $17 per night for basic boarding at the pet resorts and up to an additional $20 for the other activities, which would be collectively classified as: |
| A. | Goods |
| B. | Values |
| C. | Services |
| D. | Satisficers |
| Answer» D. Satisficers | |
| 23. |
The maintenance contract offered by Sears on its Kenmore refrigerators, dishwasher and microwaves is an example of a(n) _______. |
| A. | Service |
| B. | Experience |
| C. | Attribute |
| D. | Good |
| Answer» B. Experience | |
| 24. |
__________ is a key determinant of whether a product offering should be classified as a product or a service. |
| A. | Physicality |
| B. | Audience passivity |
| C. | Intangibility |
| D. | Perception |
| Answer» D. Perception | |
| 25. |
Which of the following is an example of a tangible component provided by a hotel? |
| A. | Wake-up call |
| B. | Guest rooms |
| C. | Room service |
| D. | Express check-out |
| Answer» C. Room service | |
| 26. |
Which of the following is an intangible component of a car repair shop? |
| A. | Replacement parts |
| B. | Employee uniforms |
| C. | Barrel for storing recyclable motor oil |
| D. | The training the mechanic has received |
| Answer» E. | |
| 27. |
Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is: |
| A. | Intangibility |
| B. | Inseparability. |
| C. | Perishability. |
| D. | Heterogeneity. |
| Answer» B. Inseparability. | |
| 28. |
The unique service characteristic that deals specifically with the inability to inventory services is |
| A. | Inseparability |
| B. | Intangibility |
| C. | Homogeneity |
| D. | Perishability |
| Answer» E. | |
| 29. |
The mental energy spent by customers to acquire service is referred to as _____. |
| A. | Image costs |
| B. | Monetary price. |
| C. | Energy costs |
| D. | Psychic costs. |
| Answer» D. Psychic costs. | |
| 30. |
Solutions used to minimize the marketing problems attributed to heterogeneity include |
| A. | Standardizing or customizing the service |
| B. | Using multi-site locations |
| C. | Stressing tangible clues |
| D. | Appealing to different market segments with different demand patterns |
| Answer» B. Using multi-site locations | |
| 31. |
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 ownership of anything? |
| A. | Goods |
| B. | Needs |
| C. | Wants |
| D. | Services |
| Answer» E. | |
| 32. |
Which of the following strategies increases the supply of service available to consumers? |
| A. | The use of creative pricing strategies |
| B. | The use of reservation systems |
| C. | Capacity sharing |
| D. | Developing complementary services |
| Answer» C. Capacity sharing | |
| 33. |
The unique service characteristic that reflects the interconnection between the service firm and its customer is called |
| A. | Intangibility |
| B. | Inseparability |
| C. | Homogeneity |
| D. | Perishability |
| Answer» C. Homogeneity | |
| 34. |
Which of the following is not generally accepted as being part of the extended marketing mix for service? |
| A. | Product |
| B. | Price |
| C. | Practice |
| D. | place |
| Answer» D. place | |
| 35. |
In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ? |
| A. | Feed back |
| B. | Feed forward |
| C. | Both A&B |
| D. | None of these |
| Answer» C. Both A&B | |
| 36. |
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» D. Service scope | |
| 37. |
Which of the following laws requires that employers offer continuation of health care insurance after a person leave employment? |
| A. | COBRA |
| B. | ERISA |
| C. | HIPAA |
| D. | State insurance statute |
| Answer» B. ERISA | |
| 38. |
Successfulservice companies focus their attention on both their customer and their employees. They understand , which links service firm profits with employee and customer satisfaction. |
| A. | Internal marketing |
| B. | Service profit chains |
| C. | Interactive marketing |
| D. | Service marketing |
| Answer» C. Interactive marketing | |
| 39. |
Which of the following is not a step in the construction process of a service blueprint? |
| A. | Obtaining scripts from both customers and employees |
| B. | Segmenting customers based on the content of the script. |
| C. | Identify steps in the process where the system can go awry. |
| D. | Calculating the time frame for the service execution. |
| Answer» D. Calculating the time frame for the service execution. | |
| 40. |
The world s largest industry in the private sector and highest projected generator of jobs is______ |
| A. | The hospitality industry |
| B. | Health services |
| C. | Professional services. |
| D. | Business services |
| Answer» E. | |
| 41. |
In order to improve the process and performance of the company towards the customers, they should try to |
| A. | Modernize the building |
| B. | Modernize the product |
| C. | Reduce the waiting time by adopting the reservation system |
| D. | Asking customers to come another time |
| Answer» D. Asking customers to come another time | |
| 42. |
In the absence of a physical product, service providers needs to consider the use of that enable customers to make a judgment on the service quality. |
| A. | Tangible clues |
| B. | Intangible clues |
| C. | Blue print |
| D. | Performance measure |
| Answer» B. Intangible clues | |
| 43. |
Which of the following is not a criterion for effective price discrimination? |
| A. | The segments should be identifiable, and a mechanism must exist to price them differently. |
| B. | Different groups of consumers should have similar responses to price. |
| C. | Segments should be large enough to be profitable |
| D. | Incremental revenues should exceed incremental costs. |
| Answer» C. Segments should be large enough to be profitable | |
| 44. |
Do studies suggest that price is more likely to be used as a cue to quality under the following conditions? |
| A. | When alternatives are of bad products |
| B. | When the company new to the market |
| C. | When a price is the primary differential information available |
| D. | When a customer does not have knowledge |
| Answer» D. When a customer does not have knowledge | |
| 45. |
are the services which are connected to the period to which the product are purchased from the seller |
| A. | Tangible service |
| B. | Intangible service |
| C. | Professionalservice |
| D. | None of these |
| Answer» B. Intangible service | |
| 46. |
Branding of services becomes difficult because they are |
| A. | Intangible. |
| B. | Heterogeneous. |
| C. | Perishable. |
| D. | Inseparable. |
| Answer» B. Heterogeneous. | |
| 47. |
.. Is about the normal work of creation, pricing, distribution, and promotion of service to customers. |
| A. | External marketing |
| B. | Internal marketing |
| C. | Interactive marketing |
| D. | All of the above |
| Answer» B. Internal marketing | |
| 48. |
.. is the process of evaluating each market segment s attractiveness and selecting one more segment to enter |
| A. | Mass marketing |
| B. | Market segmentation |
| C. | Market targeting |
| D. | Market positioning |
| Answer» D. Market positioning | |
| 49. |
Tangible clues are more important when services are |
| A. | Highly perishable. |
| B. | Tangible dominant. |
| C. | Intangible dominant |
| D. | Heterogeneous |
| Answer» D. Heterogeneous | |
| 50. |
If the customers view service as they care more about price than provider. |
| A. | Heterogeneous |
| B. | Homogeneous |
| C. | Both a and b |
| D. | None of the above |
| Answer» C. Both a and b | |