LIST OF ATTEMPTED QUESTIONS AND ANSWERS
Multiple Choice Single Answer
Question
A brand must correspond to only one product. This is called :-
Correct Answer
Procterian dogma
Your Answer
Procterian dogma
Multiple Choice Multiple Answer
Question
Value of a brand is a function of which two factors?
Correct Answer
Earnings , Strength
Your Answer
Strength , Earnings
Multiple Choice Single Answer
Question
The Molecular Model has used following technology to explain it :-
Correct Answer
Chemical analogy.
Your Answer
Chemical analogy.
Multiple Choice Multiple Answer
Question
Countries who are members of SUPER BRAND are:-
Correct Answer
India , Hong Kong , Australia
Your Answer
Hong Kong , Singapore , Australia
True/False
Question
Two major dimensions of Y & R model are: leadership and stability.
Correct Answer
False
Your Answer
True
Select The Blank
Question
The ________ has a direct impact on the type of service desired and the length of service.
Correct Answer
Customer
Your Answer
Customer
Multiple Choice Single Answer
Question
High contact services tend to be :-
Correct Answer
Those in which customer visit the service facility in person.
Your Answer
Those in which customer visit the service facility in person.
Multiple Choice Multiple Answer
Question
Interactive skills training in employees allows to develop what all qualities towards customer?
Correct Answer
Empathetic , Courteous , Caring
Your Answer
Empathetic , Courteous
Multiple Choice Single Answer
Question
Goods can be :-
Correct Answer
Standardized.
Your Answer
Standardized.
Select The Blank
Question
Exhibiting admirable human qualities is especially important for brands during ________.
Correct Answer
Crisis
Your Answer
Crisis
Multiple Choice Multiple Answer
Question
Personal sources of information are :-
Correct Answer
Family , Friends , Opinion Leaders
Your Answer
Family , Friends , Radio
Multiple Choice Multiple Answer
Question
CIT study helpful in :-
Correct Answer
Finding opportunities for future improvement. , Redesigning service delivery system. , To make more customer centric service firm
Your Answer
Finding opportunities for future improvement. , Redesigning service delivery system. , To make more customer centric service firm
Multiple Choice Single Answer
Question
It refers to the way in which certain groups decode all of the signals emanating from the product, services and communication covered by the brand :-
Correct Answer
Brand image
Your Answer
Brand identity
Multiple Choice Single Answer
Question
This method is used when valuing your own brand image for inclusion in the balance sheet :-Correct Answer
Historic cost method
Your Answer
NPV of future earnings
True/False
Question
A brand should strive to create a sense of community.
Correct Answer
True
Your Answer
True
Match The Following
Question
Correct Answer
Your Answer
Tangibles
Dress, employee appearance
Dress, employee appearance
Employee motivation
Mission statement
Social skill, Likeability
Empowerment
Authority to employee
Authority to employee
Service orientation
Social skill, Likeability
Mission statement
True/False
Question
The business strategy in a production line organisation is one of Differentiation and Customisation.
Correct Answer
False
Your Answer
False
True/False
Question
Appearance of personnel and facilities often have a direct impact on how consumers perceive that the firm will handle the service aspects of its business.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It is the difference between the price customers pay and the amount they would actually have been willing to pay to get the desired benefit :-
Correct Answer
Surplus
Your Answer
Surplus
Multiple Choice Single Answer
Question
Which knowledge is essential for building winning brands?
Correct Answer
Customer
Your Answer
Customer
True/False
Question
Horizontal extension of a brand is less of a handicap than vertical extension by which brands try to cover all levels of quality and status.
Correct Answer
True
Your Answer
False
Select The Blank
Question
Brand's ________ are a measure of potential profitability.
Correct Answer
Earnings
Your Answer
Value
Multiple Choice Multiple Answer
Question
The value of brand equity is a function of :-
Correct Answer
Age of the brand , Cumulative advertising , Order of entry into the market
Your Answer
Age of the brand , Age of competitor's brand
Multiple Choice Single Answer
Question
This approach is often used for outsourcing contracts to provide food service, freight transportation etc :-
Correct Answer
Price bids
Your Answer
Price bids
Multiple Choice Multiple Answer
Question
Various media options available to a service marketer are:-
Correct Answer
Magazines , Flyers , Radio
Your Answer
Magazines , Flyers , Radio
Multiple Choice Single Answer
Question
D in AIDA stands for :-
Correct Answer
Desire
Your Answer
Direction
Select The Blank
Question
________ helps usage extension.
Correct Answer
Co-branding
Your Answer
Brand extension
Match The Following
Question
Correct Answer
Your Answer
Infosys
Uses brand earnings model
Uses brand earnings model
Super brands
Marcel Knobil
Marcel Knobil
Councils of Super brands
Indonesia, Netherlands, Portugal
A C Neilsen
Super brand's juggernaut
UK, France, Germany
Indonesia, Netherlands, Portugal
Multiple Choice Multiple Answer
Question
Service blue print supports which approaches to quality improvement?
Correct Answer
Top down , Bottom up
Your Answer
Left to Right , Right to Left
Select The Blank
Question
The second objective of commercialization is to monitor ________ aspects of service during complete service cycle.
Correct Answer
All
Your Answer
All
True/False
Question
A shelf without the favourite market brands is unattractive in the eyes of the customers.
Correct Answer
True
Your Answer
True
True/False
Question
Services can easily stored.
Correct Answer
False
Your Answer
False
Multiple Choice Multiple Answer
Question
The main do's kept in mind in face to face contacts with customers are :-
Correct Answer
Smile , Look into customer's eye , Listening
Your Answer
Smile , Look into customer's eye , Listening
Select The Blank
Question
Perishability refers to the service provider's inability to ________.
Correct Answer
Inventory services.
Your Answer
Inventory services.
Select The Blank
Question
Customer ________ is essential to building winning brands.
Correct Answer
Knowledge
Your Answer
Involvement
Select The Blank
Question
The ________ has made world wide brand building easier.
Correct Answer
Internet
Your Answer
Internet
Select The Blank
Question
Cues such as the ________ that accompany the service.
Correct Answer
Tangibles
Your Answer
Tangibles
Multiple Choice Multiple Answer
Question
The visible components of service operations are :-
Correct Answer
Service personnel , Equipments , Physical facilities
Your Answer
Equipments , Physical facilities , Other intangibles
Select The Blank
Question
A strong brand ________ gives relevant, differentiated, purchase motivating benefit to the target customer
Correct Answer
Promise
Your Answer
Awareness
Multiple Choice Multiple Answer
Question
Various value based pricing are:-
Correct Answer
Service guarantees , Flat rate pricing
Your Answer
Service guarantees , Flat rate pricing
Select The Blank
Question
Selling goods and services through the ________ is a major growth trend.
Correct Answer
Internet
Your Answer
Internet
Multiple Choice Multiple Answer
Question
Internal brand culture is composed of:-
Correct Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Your Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Multiple Choice Single Answer
Question
This approach is based on a standard sales presentation containing statements that lead the customer through stages to a purchase :-
Correct Answer
Formula approach
Your Answer
Cues-response
True/False
Question
Gap Model is developed by Zeithaml & Bitner.
Correct Answer
True
Your Answer
True
True/False
Question
When decisions regarding customer satisfaction are left to the discretion of employees, there may be inconsistency in the level of service delivered.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It promises a relevant, differentiated purchase motivating benefit to the target customer :-Correct Answer
Strong brand
Your Answer
Strong brand
True/FalseQuestion
Service industry is a zero growth industry.Correct Answer
False
Your Answer
False
Multiple Choice Single Answer
Question
A brand must correspond to only one product. This is called :-
Correct Answer
Procterian dogma
Your Answer
Procterian dogma
Multiple Choice Multiple Answer
Question
Value of a brand is a function of which two factors?
Correct Answer
Earnings , Strength
Your Answer
Strength , Earnings
Multiple Choice Single Answer
Question
The Molecular Model has used following technology to explain it :-
Correct Answer
Chemical analogy.
Your Answer
Chemical analogy.
Multiple Choice Multiple Answer
Question
Countries who are members of SUPER BRAND are:-
Correct Answer
India , Hong Kong , Australia
Your Answer
Hong Kong , Singapore , Australia
True/False
Question
Two major dimensions of Y & R model are: leadership and stability.
Correct Answer
False
Your Answer
True
Select The Blank
Question
The ________ has a direct impact on the type of service desired and the length of service.
Correct Answer
Customer
Your Answer
Customer
Multiple Choice Single Answer
Question
High contact services tend to be :-
Correct Answer
Those in which customer visit the service facility in person.
Your Answer
Those in which customer visit the service facility in person.
Multiple Choice Multiple Answer
Question
Interactive skills training in employees allows to develop what all qualities towards customer?
Correct Answer
Empathetic , Courteous , Caring
Your Answer
Empathetic , Courteous
Multiple Choice Single Answer
Question
Goods can be :-
Correct Answer
Standardized.
Your Answer
Standardized.
Select The Blank
Question
Exhibiting admirable human qualities is especially important for brands during ________.
Correct Answer
Crisis
Your Answer
Crisis
Multiple Choice Multiple Answer
Question
Personal sources of information are :-
Correct Answer
Family , Friends , Opinion Leaders
Your Answer
Family , Friends , Radio
Multiple Choice Multiple Answer
Question
CIT study helpful in :-
Correct Answer
Finding opportunities for future improvement. , Redesigning service delivery system. , To make more customer centric service firm
Your Answer
Finding opportunities for future improvement. , Redesigning service delivery system. , To make more customer centric service firm
Multiple Choice Single Answer
Question
It refers to the way in which certain groups decode all of the signals emanating from the product, services and communication covered by the brand :-
Correct Answer
Brand image
Your Answer
Brand identity
Multiple Choice Single Answer
Question
This method is used when valuing your own brand image for inclusion in the balance sheet :-Correct Answer
Historic cost method
Your Answer
NPV of future earnings
True/False
Question
A brand should strive to create a sense of community.
Correct Answer
True
Your Answer
True
Match The Following
Question
Correct Answer
Your Answer
Tangibles
Dress, employee appearance
Dress, employee appearance
Employee motivation
Mission statement
Social skill, Likeability
Empowerment
Authority to employee
Authority to employee
Service orientation
Social skill, Likeability
Mission statement
True/False
Question
The business strategy in a production line organisation is one of Differentiation and Customisation.
Correct Answer
False
Your Answer
False
True/False
Question
Appearance of personnel and facilities often have a direct impact on how consumers perceive that the firm will handle the service aspects of its business.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It is the difference between the price customers pay and the amount they would actually have been willing to pay to get the desired benefit :-
Correct Answer
Surplus
Your Answer
Surplus
Multiple Choice Single Answer
Question
Which knowledge is essential for building winning brands?
Correct Answer
Customer
Your Answer
Customer
True/False
Question
Horizontal extension of a brand is less of a handicap than vertical extension by which brands try to cover all levels of quality and status.
Correct Answer
True
Your Answer
False
Select The Blank
Question
Brand's ________ are a measure of potential profitability.
Correct Answer
Earnings
Your Answer
Value
Multiple Choice Multiple Answer
Question
The value of brand equity is a function of :-
Correct Answer
Age of the brand , Cumulative advertising , Order of entry into the market
Your Answer
Age of the brand , Age of competitor's brand
Multiple Choice Single Answer
Question
This approach is often used for outsourcing contracts to provide food service, freight transportation etc :-
Correct Answer
Price bids
Your Answer
Price bids
Multiple Choice Multiple Answer
Question
Various media options available to a service marketer are:-
Correct Answer
Magazines , Flyers , Radio
Your Answer
Magazines , Flyers , Radio
Multiple Choice Single Answer
Question
D in AIDA stands for :-
Correct Answer
Desire
Your Answer
Direction
Select The Blank
Question
________ helps usage extension.
Correct Answer
Co-branding
Your Answer
Brand extension
Match The Following
Question
Correct Answer
Your Answer
Infosys
Uses brand earnings model
Uses brand earnings model
Super brands
Marcel Knobil
Marcel Knobil
Councils of Super brands
Indonesia, Netherlands, Portugal
A C Neilsen
Super brand's juggernaut
UK, France, Germany
Indonesia, Netherlands, Portugal
Multiple Choice Multiple Answer
Question
Service blue print supports which approaches to quality improvement?
Correct Answer
Top down , Bottom up
Your Answer
Left to Right , Right to Left
Select The Blank
Question
The second objective of commercialization is to monitor ________ aspects of service during complete service cycle.
Correct Answer
All
Your Answer
All
True/False
Question
A shelf without the favourite market brands is unattractive in the eyes of the customers.
Correct Answer
True
Your Answer
True
True/False
Question
Services can easily stored.
Correct Answer
False
Your Answer
False
Multiple Choice Multiple Answer
Question
The main do's kept in mind in face to face contacts with customers are :-
Correct Answer
Smile , Look into customer's eye , Listening
Your Answer
Smile , Look into customer's eye , Listening
Select The Blank
Question
Perishability refers to the service provider's inability to ________.
Correct Answer
Inventory services.
Your Answer
Inventory services.
Select The Blank
Question
Customer ________ is essential to building winning brands.
Correct Answer
Knowledge
Your Answer
Involvement
Select The Blank
Question
The ________ has made world wide brand building easier.
Correct Answer
Internet
Your Answer
Internet
Select The Blank
Question
Cues such as the ________ that accompany the service.
Correct Answer
Tangibles
Your Answer
Tangibles
Multiple Choice Multiple Answer
Question
The visible components of service operations are :-
Correct Answer
Service personnel , Equipments , Physical facilities
Your Answer
Equipments , Physical facilities , Other intangibles
Select The Blank
Question
A strong brand ________ gives relevant, differentiated, purchase motivating benefit to the target customer
Correct Answer
Promise
Your Answer
Awareness
Multiple Choice Multiple Answer
Question
Various value based pricing are:-
Correct Answer
Service guarantees , Flat rate pricing
Your Answer
Service guarantees , Flat rate pricing
Select The Blank
Question
Selling goods and services through the ________ is a major growth trend.
Correct Answer
Internet
Your Answer
Internet
Multiple Choice Multiple Answer
Question
Internal brand culture is composed of:-
Correct Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Your Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Multiple Choice Single Answer
Question
This approach is based on a standard sales presentation containing statements that lead the customer through stages to a purchase :-
Correct Answer
Formula approach
Your Answer
Cues-response
True/False
Question
Gap Model is developed by Zeithaml & Bitner.
Correct Answer
True
Your Answer
True
True/False
Question
When decisions regarding customer satisfaction are left to the discretion of employees, there may be inconsistency in the level of service delivered.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It promises a relevant, differentiated purchase motivating benefit to the target customer :-Correct Answer
Strong brand
Your Answer
Strong brand
True/FalseQuestion
Service industry is a zero growth industry.Correct Answer
False
Your Answer
False
LIST OF ATTEMPTED QUESTIONS AND ANSWERS
Multiple Choice Single Answer
Question
It is an alliance made visible :-
Correct Answer
Co branding
Your Answer
Co branding
True/False
Question
Consumers differ as to which service/product attributes they see as important and pay the most attention to the brands that will deliver the sought benefits.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Advantages of a Range brand policy are:-
Correct Answer
Creates brand capital , Cost of launch is low , Focuses on single brand image
Your Answer
Creates brand capital , Cost of launch is low , Focuses on single brand image
Select The Blank
Question
Employees response to customer needs & requests is called as ________.
Correct Answer
Adaptability.
Your Answer
Adaptability.
True/False
Question
Coupons cannot be printed on the backs of ATM receipts.
Correct Answer
False
Your Answer
True
Multiple Choice Single Answer
Question
It is a concept that serves to offset the limitations of postponing and to monitor the means of expression, the unity and durability of a brand :-
Correct Answer
Brand identity
Your Answer
Brand identity
Multiple Choice Multiple Answer
Question
The important aspects of tangible dimension of Quality are:-
Correct Answer
Employee appearance , Dress
Your Answer
Employee appearance , Dress
True/False
Question
Goods are sold first and then produced and consumed simultaneously.
Correct Answer
False
Your Answer
False
Match The Following
Question
Correct Answer
Your Answer
Application of service blue print
Computer systems analysis
Top down and bottom up approach
Service blue print
Top down and bottom up approach
Computer systems analysis
Service process
Element of extended marketing mix
Element of extended marketing mix
Service are
Intangibles
Intangibles
Match The Following
Question
Correct Answer
Your Answer
Service operation
Service personnel & physical facilities.
Service personnel & physical facilities.
Servuction Model
Visible & invisible factors
Visible & invisible factors
FedEx Corporation
All the sides of a triangle well aligned.
All the sides of a triangle well aligned.
The inanimate environment
All the non living features of service encounter.
All the non living features of service encounter.
True/False
Question
The benefit from source brand strategy lies in its ability to provide a two tiered sense of difference and depth.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Research objectives for services are as follows :-
Correct Answer
To identify dissatisfied customers. , To monitor & track service performance. , To forecast future expectations of customers.
Your Answer
To identify dissatisfied customers. , To monitor & track service performance. , To identify satisfied customers.
Multiple Choice Multiple Answer
Question
Incontrollable factors by which services marketers can influence customers are as follows :-Correct Answer
Enduring service intensifiers. , Transitory service intensifiers. , Personal needs.
Your Answer
Enduring service intensifiers. , Transitory service intensifiers. , Personal needs.
Question
Frontline employees are key to a brand's success.
Correct Answer
True
Your Answer
True
Select The Blank
Question
The service delivery is concerned with ________, when, & how to deliver service to customers.
Correct Answer
Where
Your Answer
Where
Multiple Choice Single Answer
Question
During which stage of 'Innovation Adoption ' model, the customers are satisfied and decide to make regular use of the product?
Correct Answer
Adoption
Your Answer
Adoption
Multiple Choice Multiple Answer
Question
Reasons for extending a brand are:-
Correct Answer
Adds to image , To defend a brand at risk , Innovation
Your Answer
Innovation , Adds to image , To defend a brand at risk
Multiple Choice Single Answer
Question
It is the value of the brand over and above its commodity value :-
Correct Answer
Brand equity
Your Answer
Brand equity
Multiple Choice Single Answer
Question
It is a common element that sends a single message amid the wide variety of its products, actions and slogans :-
Correct Answer
Brand identity
Your Answer
Brand identity
Multiple Choice Multiple Answer
Question
Inseparability of services are described and interpreted differently by different workers due to :-
Correct Answer
As they require customer participation in production process. , Performance can not be separated from performers. , Person/ equipment can not be separated/ stored.
Your Answer
As they require customer participation in production process. , Performance can not be separated from performers. , Person/ equipment can not be separated/ stored.
Select The Blank
Question
Nature of service quality is ________.
Correct Answer
Multi dimensional
Your Answer
Multi dimensional
Multiple Choice Multiple Answer
Question
Reasons for customers to buy from virtual stores are :-
Correct Answer
Convenience , Broad selection , Better prices
Your Answer
Convenience , Broad selection , Latest trend
Multiple Choice Single Answer
Question
The type of facility based failures that are most likely to occur is:-
Correct Answer
Cleanliness issue
Your Answer
Cleanliness issue
True/False
Question
In service development of new tangible products it involves construction of product prototypes & testing for consumer acceptance.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
This phenomenon is inherent in the luxury goods sector :-
Correct Answer
Brand Extension
Your Answer
Line extension
Select The Blank
Question
One of the greatest benefits of blue printing is ________.
Correct Answer
Education
Your Answer
Understanding
True/False
Question
Responsiveness does refers to non willingness to help customers.
Correct Answer
False
Your Answer
False
Multiple Choice Multiple Answer
Question
People are emotionally connected to a brand for following reasons:-
Correct Answer
Admirable brand , Intense brand , Unique brand
Your Answer
Admirable brand , Intense brand , Unique brand
Select The Blank
Question
Service employees basically perform ________ functions.
Correct Answer
Marketing
Your Answer
Sales
Select The Blank
Question
While purchasing a service, perceived benefits are weighed against the perceived ________.
Correct Answer
Costs
Your Answer
Costs
Select The Blank
Question
The customers can be ________ to address their needs.
Correct Answer
Educated
Your Answer
Educated
Multiple Choice Multiple Answer
Question
Service skills and interactive training is required for:-
Correct Answer
Managers , Supporting the staff , Front line employee
Your Answer
Front line employee , Managers
Multiple Choice Multiple Answer
Question
Communities can be created offline through which of the following techniques?
Correct Answer
Community based grass root events , Customer contests , Membership organisations
Your Answer
Membership organisations , Community based grass root events , Customer contests
Multiple Choice Single Answer
Question
Which brand strategy has the ability to provide a two tiered sense of difference and depth?Correct Answer
Source brand strategy
Your Answer
Range brand strategy
Multiple Choice Multiple Answer
Question
Key elements of 'NPV of future earnings ' model are:-
Correct Answer
Financial forecasting , Role of branding , Brand risk
Your Answer
Sales forecasting , Role of branding , Brand risk
True/False
Question
For a retailer, brand is a means and not a necessity.
Correct Answer
True
Your Answer
True
Select The Blank
Question
________ is the focal point around which an organisation defines how it will uniquely deliver value to the customer for a point.
Correct Answer
Brand
Your Answer
Brand
Select The Blank
Question
________ means the set of values feeding the brand's inspiration.
Correct Answer
Culture
Your Answer
Culture
Select The Blank
Question
Creating ________ is the ultimate objective behind building a brand.
Correct Answer
Apostles
Your Answer
Apostles
True/False
Question
Services are intangibles.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It describes a product or an item that is actually a brand name but has now become a part of our standard vocabulary
Correct Answer
Generic name
Your Answer
Generic name
Multiple Choice Single Answer
Question
Many service firms offer their customers variety of :-
Correct Answer
Service related activities.
Your Answer
Service related activities.
Select The Blank
Question
In case of services whose technical quality can not correctly evaluated ________ used as signal of quality.
Correct Answer
Courtesy
Your Answer
Credibility
Multiple Choice Single Answer
Question
All marketing activities are essential for :-
Correct Answer
Building and maintaining relationships with customers.
Your Answer
Building and maintaining relationships with customers.
Multiple Choice Multiple Answer
Question
Various uses of the company's physical evidence are:-
Correct Answer
Means for differentiation , Packaging , Socialising
Your Answer
Means for differentiation , Socialising , Designing
True/False
Question
Well dressed individuals are perceived as more intelligent, better workers and more pleasant to engage in interactions.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
Which of the following is the characteristic of goods?
Correct Answer
Inventoried.
Your Answer
Sepratability.
Multiple Choice Single Answer
Question
It is an alliance made visible :-
Correct Answer
Co branding
Your Answer
Co branding
True/False
Question
Consumers differ as to which service/product attributes they see as important and pay the most attention to the brands that will deliver the sought benefits.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Advantages of a Range brand policy are:-
Correct Answer
Creates brand capital , Cost of launch is low , Focuses on single brand image
Your Answer
Creates brand capital , Cost of launch is low , Focuses on single brand image
Select The Blank
Question
Employees response to customer needs & requests is called as ________.
Correct Answer
Adaptability.
Your Answer
Adaptability.
True/False
Question
Coupons cannot be printed on the backs of ATM receipts.
Correct Answer
False
Your Answer
True
Multiple Choice Single Answer
Question
It is a concept that serves to offset the limitations of postponing and to monitor the means of expression, the unity and durability of a brand :-
Correct Answer
Brand identity
Your Answer
Brand identity
Multiple Choice Multiple Answer
Question
The important aspects of tangible dimension of Quality are:-
Correct Answer
Employee appearance , Dress
Your Answer
Employee appearance , Dress
True/False
Question
Goods are sold first and then produced and consumed simultaneously.
Correct Answer
False
Your Answer
False
Match The Following
Question
Correct Answer
Your Answer
Application of service blue print
Computer systems analysis
Top down and bottom up approach
Service blue print
Top down and bottom up approach
Computer systems analysis
Service process
Element of extended marketing mix
Element of extended marketing mix
Service are
Intangibles
Intangibles
Match The Following
Question
Correct Answer
Your Answer
Service operation
Service personnel & physical facilities.
Service personnel & physical facilities.
Servuction Model
Visible & invisible factors
Visible & invisible factors
FedEx Corporation
All the sides of a triangle well aligned.
All the sides of a triangle well aligned.
The inanimate environment
All the non living features of service encounter.
All the non living features of service encounter.
True/False
Question
The benefit from source brand strategy lies in its ability to provide a two tiered sense of difference and depth.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Research objectives for services are as follows :-
Correct Answer
To identify dissatisfied customers. , To monitor & track service performance. , To forecast future expectations of customers.
Your Answer
To identify dissatisfied customers. , To monitor & track service performance. , To identify satisfied customers.
Multiple Choice Multiple Answer
Question
Incontrollable factors by which services marketers can influence customers are as follows :-Correct Answer
Enduring service intensifiers. , Transitory service intensifiers. , Personal needs.
Your Answer
Enduring service intensifiers. , Transitory service intensifiers. , Personal needs.
Question
Frontline employees are key to a brand's success.
Correct Answer
True
Your Answer
True
Select The Blank
Question
The service delivery is concerned with ________, when, & how to deliver service to customers.
Correct Answer
Where
Your Answer
Where
Multiple Choice Single Answer
Question
During which stage of 'Innovation Adoption ' model, the customers are satisfied and decide to make regular use of the product?
Correct Answer
Adoption
Your Answer
Adoption
Multiple Choice Multiple Answer
Question
Reasons for extending a brand are:-
Correct Answer
Adds to image , To defend a brand at risk , Innovation
Your Answer
Innovation , Adds to image , To defend a brand at risk
Multiple Choice Single Answer
Question
It is the value of the brand over and above its commodity value :-
Correct Answer
Brand equity
Your Answer
Brand equity
Multiple Choice Single Answer
Question
It is a common element that sends a single message amid the wide variety of its products, actions and slogans :-
Correct Answer
Brand identity
Your Answer
Brand identity
Multiple Choice Multiple Answer
Question
Inseparability of services are described and interpreted differently by different workers due to :-
Correct Answer
As they require customer participation in production process. , Performance can not be separated from performers. , Person/ equipment can not be separated/ stored.
Your Answer
As they require customer participation in production process. , Performance can not be separated from performers. , Person/ equipment can not be separated/ stored.
Select The Blank
Question
Nature of service quality is ________.
Correct Answer
Multi dimensional
Your Answer
Multi dimensional
Multiple Choice Multiple Answer
Question
Reasons for customers to buy from virtual stores are :-
Correct Answer
Convenience , Broad selection , Better prices
Your Answer
Convenience , Broad selection , Latest trend
Multiple Choice Single Answer
Question
The type of facility based failures that are most likely to occur is:-
Correct Answer
Cleanliness issue
Your Answer
Cleanliness issue
True/False
Question
In service development of new tangible products it involves construction of product prototypes & testing for consumer acceptance.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
This phenomenon is inherent in the luxury goods sector :-
Correct Answer
Brand Extension
Your Answer
Line extension
Select The Blank
Question
One of the greatest benefits of blue printing is ________.
Correct Answer
Education
Your Answer
Understanding
True/False
Question
Responsiveness does refers to non willingness to help customers.
Correct Answer
False
Your Answer
False
Multiple Choice Multiple Answer
Question
People are emotionally connected to a brand for following reasons:-
Correct Answer
Admirable brand , Intense brand , Unique brand
Your Answer
Admirable brand , Intense brand , Unique brand
Select The Blank
Question
Service employees basically perform ________ functions.
Correct Answer
Marketing
Your Answer
Sales
Select The Blank
Question
While purchasing a service, perceived benefits are weighed against the perceived ________.
Correct Answer
Costs
Your Answer
Costs
Select The Blank
Question
The customers can be ________ to address their needs.
Correct Answer
Educated
Your Answer
Educated
Multiple Choice Multiple Answer
Question
Service skills and interactive training is required for:-
Correct Answer
Managers , Supporting the staff , Front line employee
Your Answer
Front line employee , Managers
Multiple Choice Multiple Answer
Question
Communities can be created offline through which of the following techniques?
Correct Answer
Community based grass root events , Customer contests , Membership organisations
Your Answer
Membership organisations , Community based grass root events , Customer contests
Multiple Choice Single Answer
Question
Which brand strategy has the ability to provide a two tiered sense of difference and depth?Correct Answer
Source brand strategy
Your Answer
Range brand strategy
Multiple Choice Multiple Answer
Question
Key elements of 'NPV of future earnings ' model are:-
Correct Answer
Financial forecasting , Role of branding , Brand risk
Your Answer
Sales forecasting , Role of branding , Brand risk
True/False
Question
For a retailer, brand is a means and not a necessity.
Correct Answer
True
Your Answer
True
Select The Blank
Question
________ is the focal point around which an organisation defines how it will uniquely deliver value to the customer for a point.
Correct Answer
Brand
Your Answer
Brand
Select The Blank
Question
________ means the set of values feeding the brand's inspiration.
Correct Answer
Culture
Your Answer
Culture
Select The Blank
Question
Creating ________ is the ultimate objective behind building a brand.
Correct Answer
Apostles
Your Answer
Apostles
True/False
Question
Services are intangibles.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It describes a product or an item that is actually a brand name but has now become a part of our standard vocabulary
Correct Answer
Generic name
Your Answer
Generic name
Multiple Choice Single Answer
Question
Many service firms offer their customers variety of :-
Correct Answer
Service related activities.
Your Answer
Service related activities.
Select The Blank
Question
In case of services whose technical quality can not correctly evaluated ________ used as signal of quality.
Correct Answer
Courtesy
Your Answer
Credibility
Multiple Choice Single Answer
Question
All marketing activities are essential for :-
Correct Answer
Building and maintaining relationships with customers.
Your Answer
Building and maintaining relationships with customers.
Multiple Choice Multiple Answer
Question
Various uses of the company's physical evidence are:-
Correct Answer
Means for differentiation , Packaging , Socialising
Your Answer
Means for differentiation , Socialising , Designing
True/False
Question
Well dressed individuals are perceived as more intelligent, better workers and more pleasant to engage in interactions.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
Which of the following is the characteristic of goods?
Correct Answer
Inventoried.
Your Answer
Sepratability.
True/False
LIST OF ATTEMPTED QUESTIONS AND ANSWERS
Multiple Choice Multiple Answer
Question
Types of competition based pricing are:-
Correct Answer
Price leadership , Negotiation
Your Answer
Price leadership , Negotiation
True/False
Question
A strong company name attached to a new product, transfers positive association and provides confidence and incentive to trial.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
High contact services tend to be :-
Correct Answer
Those in which customer visit the service facility in person.
Your Answer
Those in which customer visit the service facility in person.
Multiple Choice Multiple Answer
Question
The visible components of service operations are :-
Correct Answer
Service personnel , Equipments , Physical facilities
Your Answer
Service personnel , Equipments , Physical facilities
Multiple Choice Multiple Answer
Question
Following are the service sectors :-
Correct Answer
Transportation. , Tourism. , Telephone & Telegraph.
Your Answer
Transportation. , Tourism.
Match The Following
Question
Correct Answer
Your Answer
Service distribution agreements
Independent franchising, licensing and financial services
Independent franchising, licensing and financial services
Example of purchasing space from another provider
Shopper's stop in a big shopping mall
Shopper's stop in a big shopping mall
Problems with intermediaries
Difficulty controlling quality and consistency across outlets
Difficulty controlling quality and consistency across outlets
Channel conflict occurs when
Service principal and intermediaries are too dependent
Service principal and intermediaries are too dependent
Multiple Choice Single Answer
Question
Services faces difficulties in :-
Correct Answer
Displaying
Your Answer
Fabricating
Multiple Choice Multiple Answer
Question
Front end planning involves :-
Correct Answer
Business Strategy Development. , Idea Generation. , Business Analysis.
Your Answer
Business Strategy Development. , Idea Generation. , Business Analysis.
Multiple Choice Multiple Answer
Question
Through brand building mechanism, following are built :-
Correct Answer
Brand awareness , Confidence , Brand equity
Your Answer
Brand awareness , Brand equity
Multiple Choice Single Answer
Question
It links resource expenses to the variety and complexity of products produced :-
Correct Answer
ABC
Your Answer
ABC
True/False
Question
Servuction Model used to illustrate the factors that influence the service experience are visible & invisible to customers.
Correct Answer
True
Your Answer
True
True/False
Question
Product planners need to include three components in the design of the service offering.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Various media options available to a service marketer are:-
Correct Answer
Magazines , Flyers , Radio
Your Answer
Magazines , Flyers , Radio
True/False
Question
The pricing of services is difficult.
Correct Answer
True
Your Answer
False
Select The Blank
Question
Many ________ also sell insurance products and collect commission but are not normally involved in handling claims.
Correct Answer
Banks
Your Answer
Banks
Multiple Choice Multiple Answer
Question
Reasons for growth of service industry are as follows :-
Correct Answer
Increase in per capita income. , More leisure time. , Increase in health awareness.
Your Answer
Increase in per capita income. , More leisure time. , Increase in health awareness.
Select The Blank
Question
Increased service delivery during peak periods is ________ service intensifiers.
Correct Answer
Transitory
Your Answer
Reliable
Multiple Choice Single Answer
Question
For services its quality depends on :-
Correct Answer
Consumer's Perception
Your Answer
Consumer's Perception
Select The Blank
Question
Market research used to determine ________ of derived service expectations & their requirements.
Correct Answer
Sources
Your Answer
Reliability
Multiple Choice Multiple Answer
Question
Radio & Television broadcasting is a service industry because :-
Correct Answer
It can not be touched. , It can not be stored. , It can not be readily displayed.
Your Answer
It can not be touched. , It can not be stored. , It can not be readily displayed.
True/False
Question
For a retailer, brand is a means and not a necessity.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
Strategies for enabling service promises are often referred to as :-
Correct Answer
Internal marketing
Your Answer
Internal marketing
Multiple Choice Single Answer
Question
A legally protected brand name or brand mark is called :-
Correct Answer
Trademark
Your Answer
Trademark
Select The Blank
Question
Performance of services is ________.
Correct Answer
Intangible.
Your Answer
Intangible.
Select The Blank
Question
Neither ________ service nor its supplementary elements are delivered continuously throughout the duration of service performance.
Correct Answer
Core
Your Answer
Core
True/False
Question
The vandals resort to physical abuse or damage of property.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
Goods can be :-
Correct Answer
Standardized.
Your Answer
Standardized.
Select The Blank
Question
In case of services ________ can not be separated from consumption.
Correct Answer
Production.
Your Answer
Selling.
Multiple Choice Single Answer
Question
The Molecular Model is developed by :-
Correct Answer
Lynn Shostack.
Your Answer
Lynn Shostack.
Select The Blank
Question
The problem with umbrella brand strategy stems from the failure to appreciate its ________.
Correct Answer
Demand
Your Answer
Demand
True/False
Question
The firm do not collects & documents complaints from customers.
Correct Answer
False
Your Answer
False
True/False
Question
Re-engineering is one of the most difficult strategies to implement in organisations that are traditional.
Correct Answer
True
Your Answer
True
Match The Following
Question
Correct Answer
Your Answer
Television Broadcasting.
Channel 7.
Channel 7.
Railroad Transportation.
Konkan Railway.
Konkan Railway.
Education Services.
Indian Institute of Management.
Indian Institute of Management.
Retail Trade.
Food World.
Food World.
Multiple Choice Single Answer
Question
Services are :-
Correct Answer
Not tangible
Your Answer
Not tangible
True/False
Question
Profound customer knowledge is essential to building winning brands
Correct Answer
True
Your Answer
True
Select The Blank
Question
In case of services whose technical quality can not correctly evaluated ________ used as signal of quality.
Correct Answer
Courtesy
Your Answer
Credibility
Multiple Choice Single Answer
Question
Use of multisite location is used to provide services in case of :-
Correct Answer
Bank ATMs.
Your Answer
Bank ATMs.
Multiple Choice Single Answer
Question
Services :-
Correct Answer
Can not inventoried.
Your Answer
Can not inventoried.
Select The Blank
Question
The value of a brand depreciates if there are no inflows in the form of value ________.
Correct Answer
Addition
Your Answer
Addition
Multiple Choice Multiple Answer
Question
Basic theme of strategies required for delivering service as per standard are:-
Correct Answer
Hire the right people , Provide the needed support system , Retain the best people
Your Answer
Hire the right people , Provide the needed support system , Retain the best people
Select The Blank
Question
________ is the focal point around which an organisation defines how it will uniquely deliver value to the customer for a point.
Correct Answer
Brand
Your Answer
Brand
True/False
Question
Services are intangibles.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Advantages of Umbrella brand are:
Correct Answer
Capitalisation on one single name , Economies of scale on an international level
Your Answer
Capitalisation on one single name , Economies of scale on an international level
Multiple Choice Multiple Answer
Question
Strategies used to implement a culture of internal service quality are:-
Correct Answer
Internal service guarantees , Internal customer service audits
Your Answer
Internal service guarantees , Internal customer service audits
Multiple Choice Single Answer
Question
When companies enter the new markets using the name of one of their existing brands rather than using a new brand name, this is called :-
Correct Answer
Brand Extension
Your Answer
Brand Extension
Multiple Choice Multiple Answer
Question
Internal brand culture is composed of:-
Correct Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Your Answer
Beliefs and attitudes of staff , Organisational structure
Multiple Choice Single Answer
Question
The effectiveness of the service can be judged on the basis of its :-
Correct Answer
Outcome.
Your Answer
Outcome.
Multiple Choice Multiple Answer
Question
Types of competition based pricing are:-
Correct Answer
Price leadership , Negotiation
Your Answer
Price leadership , Negotiation
True/False
Question
A strong company name attached to a new product, transfers positive association and provides confidence and incentive to trial.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
High contact services tend to be :-
Correct Answer
Those in which customer visit the service facility in person.
Your Answer
Those in which customer visit the service facility in person.
Multiple Choice Multiple Answer
Question
The visible components of service operations are :-
Correct Answer
Service personnel , Equipments , Physical facilities
Your Answer
Service personnel , Equipments , Physical facilities
Multiple Choice Multiple Answer
Question
Following are the service sectors :-
Correct Answer
Transportation. , Tourism. , Telephone & Telegraph.
Your Answer
Transportation. , Tourism.
Match The Following
Question
Correct Answer
Your Answer
Service distribution agreements
Independent franchising, licensing and financial services
Independent franchising, licensing and financial services
Example of purchasing space from another provider
Shopper's stop in a big shopping mall
Shopper's stop in a big shopping mall
Problems with intermediaries
Difficulty controlling quality and consistency across outlets
Difficulty controlling quality and consistency across outlets
Channel conflict occurs when
Service principal and intermediaries are too dependent
Service principal and intermediaries are too dependent
Multiple Choice Single Answer
Question
Services faces difficulties in :-
Correct Answer
Displaying
Your Answer
Fabricating
Multiple Choice Multiple Answer
Question
Front end planning involves :-
Correct Answer
Business Strategy Development. , Idea Generation. , Business Analysis.
Your Answer
Business Strategy Development. , Idea Generation. , Business Analysis.
Multiple Choice Multiple Answer
Question
Through brand building mechanism, following are built :-
Correct Answer
Brand awareness , Confidence , Brand equity
Your Answer
Brand awareness , Brand equity
Multiple Choice Single Answer
Question
It links resource expenses to the variety and complexity of products produced :-
Correct Answer
ABC
Your Answer
ABC
True/False
Question
Servuction Model used to illustrate the factors that influence the service experience are visible & invisible to customers.
Correct Answer
True
Your Answer
True
True/False
Question
Product planners need to include three components in the design of the service offering.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Various media options available to a service marketer are:-
Correct Answer
Magazines , Flyers , Radio
Your Answer
Magazines , Flyers , Radio
True/False
Question
The pricing of services is difficult.
Correct Answer
True
Your Answer
False
Select The Blank
Question
Many ________ also sell insurance products and collect commission but are not normally involved in handling claims.
Correct Answer
Banks
Your Answer
Banks
Multiple Choice Multiple Answer
Question
Reasons for growth of service industry are as follows :-
Correct Answer
Increase in per capita income. , More leisure time. , Increase in health awareness.
Your Answer
Increase in per capita income. , More leisure time. , Increase in health awareness.
Select The Blank
Question
Increased service delivery during peak periods is ________ service intensifiers.
Correct Answer
Transitory
Your Answer
Reliable
Multiple Choice Single Answer
Question
For services its quality depends on :-
Correct Answer
Consumer's Perception
Your Answer
Consumer's Perception
Select The Blank
Question
Market research used to determine ________ of derived service expectations & their requirements.
Correct Answer
Sources
Your Answer
Reliability
Multiple Choice Multiple Answer
Question
Radio & Television broadcasting is a service industry because :-
Correct Answer
It can not be touched. , It can not be stored. , It can not be readily displayed.
Your Answer
It can not be touched. , It can not be stored. , It can not be readily displayed.
True/False
Question
For a retailer, brand is a means and not a necessity.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
Strategies for enabling service promises are often referred to as :-
Correct Answer
Internal marketing
Your Answer
Internal marketing
Multiple Choice Single Answer
Question
A legally protected brand name or brand mark is called :-
Correct Answer
Trademark
Your Answer
Trademark
Select The Blank
Question
Performance of services is ________.
Correct Answer
Intangible.
Your Answer
Intangible.
Select The Blank
Question
Neither ________ service nor its supplementary elements are delivered continuously throughout the duration of service performance.
Correct Answer
Core
Your Answer
Core
True/False
Question
The vandals resort to physical abuse or damage of property.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
Goods can be :-
Correct Answer
Standardized.
Your Answer
Standardized.
Select The Blank
Question
In case of services ________ can not be separated from consumption.
Correct Answer
Production.
Your Answer
Selling.
Multiple Choice Single Answer
Question
The Molecular Model is developed by :-
Correct Answer
Lynn Shostack.
Your Answer
Lynn Shostack.
Select The Blank
Question
The problem with umbrella brand strategy stems from the failure to appreciate its ________.
Correct Answer
Demand
Your Answer
Demand
True/False
Question
The firm do not collects & documents complaints from customers.
Correct Answer
False
Your Answer
False
True/False
Question
Re-engineering is one of the most difficult strategies to implement in organisations that are traditional.
Correct Answer
True
Your Answer
True
Match The Following
Question
Correct Answer
Your Answer
Television Broadcasting.
Channel 7.
Channel 7.
Railroad Transportation.
Konkan Railway.
Konkan Railway.
Education Services.
Indian Institute of Management.
Indian Institute of Management.
Retail Trade.
Food World.
Food World.
Multiple Choice Single Answer
Question
Services are :-
Correct Answer
Not tangible
Your Answer
Not tangible
True/False
Question
Profound customer knowledge is essential to building winning brands
Correct Answer
True
Your Answer
True
Select The Blank
Question
In case of services whose technical quality can not correctly evaluated ________ used as signal of quality.
Correct Answer
Courtesy
Your Answer
Credibility
Multiple Choice Single Answer
Question
Use of multisite location is used to provide services in case of :-
Correct Answer
Bank ATMs.
Your Answer
Bank ATMs.
Multiple Choice Single Answer
Question
Services :-
Correct Answer
Can not inventoried.
Your Answer
Can not inventoried.
Select The Blank
Question
The value of a brand depreciates if there are no inflows in the form of value ________.
Correct Answer
Addition
Your Answer
Addition
Multiple Choice Multiple Answer
Question
Basic theme of strategies required for delivering service as per standard are:-
Correct Answer
Hire the right people , Provide the needed support system , Retain the best people
Your Answer
Hire the right people , Provide the needed support system , Retain the best people
Select The Blank
Question
________ is the focal point around which an organisation defines how it will uniquely deliver value to the customer for a point.
Correct Answer
Brand
Your Answer
Brand
True/False
Question
Services are intangibles.
Correct Answer
True
Your Answer
True
Multiple Choice Multiple Answer
Question
Advantages of Umbrella brand are:
Correct Answer
Capitalisation on one single name , Economies of scale on an international level
Your Answer
Capitalisation on one single name , Economies of scale on an international level
Multiple Choice Multiple Answer
Question
Strategies used to implement a culture of internal service quality are:-
Correct Answer
Internal service guarantees , Internal customer service audits
Your Answer
Internal service guarantees , Internal customer service audits
Multiple Choice Single Answer
Question
When companies enter the new markets using the name of one of their existing brands rather than using a new brand name, this is called :-
Correct Answer
Brand Extension
Your Answer
Brand Extension
Multiple Choice Multiple Answer
Question
Internal brand culture is composed of:-
Correct Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Your Answer
Beliefs and attitudes of staff , Organisational structure
Multiple Choice Single Answer
Question
The effectiveness of the service can be judged on the basis of its :-
Correct Answer
Outcome.
Your Answer
Outcome.
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