Marketing Management, Service Marketing MCQs with Answers are suitable for preparation for various competitive and academic exams like UGC, NET, BCOM, MCOM, MBA, BBA, and many other regular and distance education of SMU, JAMIA, DU, AMU, BHU, AIMA, AMITY, SCDL, etc. Show To help you get started, we have compiled a list of 75 Marketing Management & Service Marketing MCQs with answers. These questions will help you assess your skills and improve your performance in this important field.  Contents
Introduction to Marketing ManagementMarketing Management is one of the most important and complex business functions. To be successful in this field, it is essential to have strong marketing skills. However, even with a degree in marketing, it can be difficult to know which questions to ask in an interview or to answer on a resume. 1. Marketing management is the process of directing and managing the marketing activities of a business in order to achieve its strategic objectives. 1. Marketing management is the process of planning, implementing, and managing the marketing activities of a company to create customer demand and satisfy shareholders. 3. The five major functions of marketing management are market research, market segmentation, product positioning, pricing, and promotion. Brief Introduction to Service marketingService marketing is a marketing strategy that centers on creating and delivering superior customer service. In order to be successful, service marketers must have a thorough understanding of the marketing management process. 1. Service marketing is a subset of marketing that focuses on the creation, delivery, and management of customer relationships in order to achieve business objectives. 2. Service marketing is a customer-focused approach to selling that focuses on creating customer experiences that are valuable and satisfying. The following are some key questions you might be asked on the Marketing Management service marketing MCQs: 1. Services marketing become difficult because of
2. Which of the following businesses would be characterized as a pure service
3. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
4. Charging customers different prices for essentially the same service is called
5. Results in the practice of too narrowly defining one’s business
6. A buyer’s perception of value is considered a trade-off between
7. Services are characterized by all of the following characteristics except for
8. Of the
four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is:
9. Services that occur without interruption, confusion, or hassle to the customer is called
10. The mental energy spent by
customers to acquire service is referred to as ___.
11. The unique service characteristic that reflects the interconnection between the service firm and its customer is called
12. Marketing problems caused by inseparability include all of the following except for
13. Which of the following statements pertain to inseparability is false?
14. The centralized mass production of services is difficult due to
15. Solutions used to minimize the marketing problems attributed to heterogeneity include
16. The unique service characteristic that deals specifically with the inability to inventory services are.
17. Which of the following strategies increases the supply of service available to consumers?
18. Customer satisfaction can be defined by comparing
19. The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
20. The ___ dimension is an assessment of the firm’s consistency and dependability in-service performance
21. Which of the following would not be considered a tangible clue?
22. Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap known as ___.
23. Fixing the right price for services offered is difficult because ___
24. The world’s largest industry in the private sector and highest projected generator of jobs is ___
25. Focusing the firm marketing efforts on the existing customer base is called
26. The pursuit of new customers, as opposed to the retention of existing ones, is called
27. The consumer decision process consists of
28. Which of the following statements is not true?
29. Service
consumers tend to be more brand loyal than goods consumers because
30. Competitor intelligence should be gathered
31. Which of the following
is not a benefit of customer satisfaction?
32. The service industry has several emerging trends that organizations need to be aware of. Which of these should organizations keep a lookout for?
33. The zone of tolerance is defined by the difference between
34. Customers ultimately determine the services by ___
35. During a service recovery effort, the employee promptly refunded the customer’s money but threw the money at the customer. As a result, the recovery effort violated the customers ___ justice need
36. Soft technologies refer to
37. The ___ is calculated by dividing the activity time by the number of locations at which the activity is performed.
38.
Which of the following is not a step in the construction process of a service blueprint?
39. A volume-oriented positioning strategy is achieved by
40. A buyers perception of value is considered a trade-off between
41. Total customer value consists of all of the following components except
42.
Total customer cost consists of all of the following components except
43. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
44. ___ is a firm view toward planning its operations according to market needs
45. Which of the following is not a criterion for effective price discrimination?
46. Service firms often find themselves in a three-cornered fight between
47. Customer
frustration resulting from receiving poor service is most similar to
48. Among many services, the demand for medical services tends to be ___.
49. Customer competencies can be described as
50. Costs that are planned and are accrued during the operating period regardless of the level of production and sales are called
51. The technique that allows
consumers to either buy Service A and Service B together on purchase one service separately is called
52. Which pricing strategies encourage the customer to expand his/her dealings with the service provider?
53. Do studies suggest that price is more likely
to be used as a cue to quality under the following conditions?
54. The primary role of a service firm for the customer in the communication mix is to ___.
55. The plan for differentiating the firm from its competitors in consumers eyes is referred to as the firms
56. Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of
57. The appropriate communication content during the introduction stage of the product life cycle would be
58. Which of the following is not a communication objective during the maturity and decline stages of the product life cycle?
59. Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle?
60. The primary objective of a firms communication mix during the pre-consumption choice stage is to
61. The perceived consequences of a consumer s purchase decision are
62. Tangible clues are more important when services are
63. Which of the following communication objectives becomes the most important during the post-consumption evaluation stage
64. Branding of services becomes difficult because they are
65. Word-of-Mouth communication networks are particularly important for service firms because
66. The
suggested communication strategy to use when the product is intangible dominant is to
67. ___ is an overall favorable impression or unfavorable impression based on the early stages of the service encounter.
68. The advantage that E-marketing communications carries are ___.
69. A disadvantage of e-marketing is
70. Which of the following is not a component of the service firm’s physical
evidence?
71. One of the advantages of requiring employees to wear uniforms is that it reduces the customers’ perception of ___.
72. which of the following is not an advantage of requiring employees to wear uniforms?
73. ___ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviors of individuals
74. Direct labour cost and sales commissions cost
incurred in services are called ___
75. The organization must effectively plan to ___ fear, uncertainty, and doubts that might occur in the minds of customers during the course of acquisition.
Multiple choice questions on consumer behavior Conclusion:Marketing management MCQs with answers can be a great way to test your knowledge and readiness for a marketing management role. By answering these questions, you can assess where you may need more help and what topics you are already familiar with. Additionally, answering these questions can help you to develop a plan for studying for your marketing management certification or interview. Dear readers, if you liked the post on Marketing Management & Service Marketing MCQs please do not forget to share it with your friends on Facebook or other social media. If you have any kind of information, suggestions related to this post, or want to ask any questions please make comment in the below comment box. Marketing Management & Service Marketing MCQs: Quiz 0 Created on August 26, 2020 Marketing Management, Service Marketing MCQs with Answers set-1 1 / 75 The organization
must effectively plan to ______ fear, uncertainty and doubts that might occur in the minds of customers during the course of acquisition Maximize Study Balance Minimize 2 / 75 _______ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviours of individuals Environmental psychology Ergonomics Physical sociology Physics 3 / 75 Which of the following is not an advantage of requiring employees to wear uniforms? Provides a physical symbol that embodies the group's ideas and attributes
Identifies the firm's personnel Provides price expectations to customers Implies a coherent group structure 4
/ 75 One of the advantages of requiring employees to wear uniforms is that it reduces the customers' perception of_____. Inseparability Socialization Intangibility
Heterogeneity 5 / 75 Which of the following is not a component of service firms physical evidence? Billing statements Parking In-house process
equipment Employee appearance 6 / 75 A disadvantage of e-marketing is Loss of personal contact Less satisfaction
High cost Low reach 7 / 75 The advantage that the E-marketing communications carries are......... Being personalized
Reaching a widely dispersed audience More customer satisfaction Being cost-effective 8 / 75 _______ is an
overall favourable impression or unfavourable impression based on the early stages of the service encounter. Visual pathway Environmental stimulus Halo effect Cognitive dissonance
9 / 75 The suggested communication strategy to use when the product is intangible dominant is to Surround the product with tangible evidence Make sure the product is in the evoked set of
Create an intangible image for the product Create awareness for the product 10 / 75 Word-of-Mouth communication networks are particularly important for service firms because
Service firms can seldom afford to pay for promotional efforts Service customers tend to rely more on non-personal than personal sources of information Service customers tend to rely more on personal than the non-personal source of information
Service firms only offer one brand of service 11 / 75 Branding of services becomes difficult because they are Perishable Intangible
Inseparable Heterogeneous 12 / 75 Which of the following communication objectives becomes the most important during the post-consumption evaluation stage
Managing customer expectations Reducing consumer perceived risk Informing customers Persuading customers 13 /
75 Tangible clues are more important when services are Intangible dominant Heterogeneous Highly perishable Tangible dominant
14 / 75 The perceived consequences of a consumer s purchase decision are Performance, social and ethical Ethical, social and psychological Social, ethical and performance
Financial, social and performance 15 / 75 The primary objective of a firms communication mix during the pre-consumption choice stage is to Encourage repeat purchases
Persuasively convince customers why the firms brand is superior to the competitors Minimize the perceived risk associated with the purchase sell the product 16 / 75 Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle? Persuasive Informational and persuasive Persuasive and reminder Informational 17 / 75 Which of the following is not a communication objective during the maturity and decline stages of the product life cycle? Provide ongoing contact with customers Encourage repeat
purchases Express gratitude to the existing customer base Prepare the way for personal selling efforts 18 / 75 The appropriate communication content during the introduction stage of the
product life cycle would be Persuasive and reminder Informational Informational and persuasive Persuasive 19 / 75 Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of Service differentiation Product differentiation Image differentiation
Personnel differentiation 20 / 75 The plan for differentiating the firm from its competitors in consumers eyes is referred to as the firms Target marketing
Communication mix Positioning strategy Publicity 21 / 75 The primary role of a service firm for the customer in the communication mix is to .....
Oppose the competitor s claim Confuse customers Persuade the dealers Inform and remind customers 22 / 75 Do studies suggest that price is more likely to be used as a cue to quality under the following conditions? When a customer does not have knowledge When a price is the primary differential information available
When alternatives are of bad products When the company new to the market 23 / 75 Which pricing strategies encourage the customer to expand his/her dealings with the service provider? Benefit-driven pricing
Relationship pricing Efficiency pricing Price bundling 24 / 75 The technique that allows consumers to either
buy Service A and Service B together on purchase one service separately is called Price bundling Mixed bundling Long-term bundling Product bundling
25 / 75 Direct labour cost and sales commissions cost incurred in services are called as......... Marginal costs Fixed costs Variable costs
Average costs 26 / 75 Costs that are planned and are accrued during the operating period regardless of the level of production and sales are called Marginal costs
Direct variable costs Fixed costs Average costs 27 / 75 Customer competencies can be described as Customer
perceptions regarding the quality of the outcome The ability to interact effectively with other Consumer expectations pertaining to the service delivery process and the final outcome Customer abilities that enable them to properly
evaluate the services cape 28 / 75 Among many services, the demand for medical services tends to be _______. Substitute demand Price cross elastic demand
Inelastic Elastic 29 / 75 Customer frustration resulting from receiving poor service is most similar to Monetary price
Energy costs Psychic costs Image costs 30 / 75 Service firms often find themselves in a three-cornered fight between
Human resources, marketing and operations Operations, accounting, and marketing Marketing, finance, and human resources Engineering, production, and accounting
31 / 75 Which of the following is not a criterion for effective price discrimination? Incremental revenues should exceed incremental costs The segments should be identifiable, and a mechanism must exist to price them differently
Different groups of consumers should have similar responses to price Segments should be large enough to be profitable 32 / 75 _______ is a firm view toward planning its operations according to
market needs Marketing department Marketing functions Marketing forecast Marketing orientation 33 / 75 Which of the following statements about the pricing of services (compared to the pricing of goods) is false? Cost-oriented pricing is more difficult for services Self-service is a viable competitive alternative
Comparing prices of competitors is more difficult for service consumers The demand for services tends to be more elastic than the demand for goods 34 / 75 Total customer cost consists of all of the following components except Time
cost Monetary cost Energy cost Social cost 35 / 75 Total customer value consists of all of the
following components except Personnel value Service value Image value Product value 36 / 75 A buyers perception of value is considered a trade-off between Total customer value and total customer cost Service value and monetary cost Image value and energy cost Product value and psychic cost 37 / 75 A volume-oriented positioning strategy is achieved by Reducing complexity Increasing complexity Increasing divergence Reducing divergence 38 / 75 Which of the following is not a step in the construction process of a service blueprint? Identify steps in the process where the system can go awry Calculating the time frame for the service execution Obtaining scripts from both customers and employees Segmenting customers based on the content of the script 39 / 75 The _______ is calculated by dividing the activity time by the number of locations at which the activity is performed. Maximum output per hour Activity time Service cost per meal Process time 40 / 75 Soft technologies refer to Hardware that facilitates the production of a standardized Flexible rules that can be bent to meet customer needs The personal touches that ultimately lead to customer satisfaction Guidelines that permit employee empowerment 41 / 75 During a service recovery effort, the employee promptly refunded the customers money but threw the money at the customer. As a result, the recovery effort violated the customers ________ justice need Ethical Social Interactional Procedural 42 / 75 Customers ultimately determine the services by.......... The price of the competitors The type of competitors The cycle of fluctuations The levels of marketing effectiveness and operational efficiency 43 / 75 The zone of tolerance is defined by the difference between Desired service and adequate service Predicted service and desired service Predicted service and perceived service Expected service and desired service 44 / 75 The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a lookout for? Heightened customer expectations Advances in e-commerce New competitors entering the marketplace Advances in the internet 45 / 75 Which of the following is not a benefit of customer satisfaction? The firm provides a positive work environment for its employees The firm is more insulated from price competition Satisfied customers make purchases more frequently Positive word-of-mouth is generated from satisfied customers 46 / 75 Competitor intelligence should be gathered Twice a year When competition is more Once a year Continuously 47 / 75 Service consumers tend to be more brand loyal than goods consumers because Each service provider provides many brands More choices are available Location of the provider is the major driver in the consumer selection process Brand loyalty lowers the amount of perceived risk 48 / 75 Which of the following statements is not true? The participation of the consumer in the service process increases the amount of perceived risk Consumers of services have less pre-purchase information versus goods Service purchases are perceived as riskier than goods purchases The variability in services increases the perceived risk associated with the Purchase 49 / 75 The consumer decision process consists of Stimulus, information search, and post-purchase behaviour Stimulus, problem awareness, and purchase stages Pre-purchase, consumption, and post-purchase stages Problem awareness, evaluation of alternatives, and post-purchase behaviour 50 / 75 The pursuit of new customers, as opposed to the retention of existing ones, is called Consumer marketing Conquest marketing B2B marketing Services marketing 51 / 75 Focusing the firms marketing efforts toward the existing customer base is called Courteous retention Excellent customer service Conquest retention Customer retention 52 / 75 The world's largest industry in the private sector and highest projected generator of jobs is____ Business services The hospitality industry Professional services Health services 53 / 75 Fixing the right price for services offered is difficult because of .............. inseparability perishability intangibility heterogeneity 54 / 75 Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap is known as ______. Communications gap Delivery gap Knowledge gap Standards gap 55 / 75 Which of the following would not be considered a tangible clue? The appearance of the firm's physical facilities The quality of instruction in an educational setting The smile on an employee's face The appearance of employees 56 / 75 The _______ dimension is an assessment of the firm's consistency and dependability in-service performance Reliability Empathy Responsiveness Assurance 57 / 75 The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following? Capacity sharing The use of reservation systems The use of creative pricing strategies Developing complementary services 58 / 75 Customer satisfaction can be defined by comparing Adequate service and perceived service Predicted service and desired service Predicted service and perceived service Desired service and perceived service 59 / 75 Which of the following strategies increases the supply of service available to consumers? Developing complementary services The use of creative pricing strategies Capacity sharing The use of reservation systems 60 / 75 The unique service characteristic that deals specifically with the inability to inventory services is Perishability Intangibility Homogeneity Inseparability 61 / 75 Solutions used to minimize the marketing problems attributed to heterogeneity include Appealing to different market segments with different demand patterns Using multi-site locations Standardizing or customizing the service Stressing tangible clues 62 / 75 The centralized mass production of services is difficult due to Intangibility Perishability Homogeneity Inseparability 63 / 75 Which of the following statements pertain to inseparability is false Customers can affect the type of service desired As customer contact increases, the efficiency of the firm decreases. Customers can affect the cycle of demand. Customers can affect the length of the service transaction. 64 / 75 Marketing problems caused by inseparability include all of the following except for Service standardization and quality control are difficult to achieve. The service provides a physical connection to the service The involvement of the customer in the production process The involvement of other customers in the production process 65 / 75 The unique service characteristic that reflects the interconnection between the service firm and its customer is called Homogeneity Intangibility Inseparability Perishability 66 / 75 The mental energy spent by customers to acquire service is referred to as _______. Monetary price Energy costs Psychic costs Image costs 67 / 75 Services that occur without interruption, confusion, or hassle to the customer is called Service audit Departmental service Seamless service Functional service 68 / 75 Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is: Perishability Heterogeneity Intangibility Inseparability 69 / 75 Services are characterized by all of the following characteristics except for Inseparability Homogeneity Intangibility Perishability 70 / 75 A buyer's perception of value is considered a trade-off between Image value and energy cost Product value and psychic cost Service value and monetary cost Total customer value and total customer cost 71 / 75 Results in the practice of too narrowly defining one's business Customer experience Services marketing Marketing management Marketing myopia 72 / 75 Charging customers different prices for essentially the same service is called Complementary Price discrimination Substitutes Supply and demand 73 / 75 Which of the following statements about the pricing of services (compared to the pricing of goods) is false? Cost-oriented pricing is more difficult for services The demand for services tends to be more elastic than the demand for goods Consumers are less able to stockpile services by taking advantage of discount prices Comparing prices of competitors is more difficult for service consumers 74 / 75 Which of the following businesses would be characterized as a pure service Mining Insurance Farming There is no such thing as a pure service 75 / 75 Services marketing become difficult because of Difficult to enter the market Intangibility no demand More complex market Your score is The average score is 0% Read More:
Watch the YouTube Video on Marketing Management MCQs Which of the following is a unique characteristic that distinguishes services from goods?Services are unique and four characteristics separate them from goods, namely intangibility, variability, inseparability, and perishability.
Which of the following is not a unique characteristic of services?Which of the following is not a special characteristic of service? Tangibility/Inseparability/Variability.
What are the four distinguishing characteristics of services?There are four characteristics of service: Intangibility, Inseparability, Variability, and Perishability (Kotler and Keller, 2007).
What is the most distinguishing characteristic of services?Services Characteristics: 6 Key Distinguishing Characteristics of Services. Intangibility: Services cannot generally be seen, tasted, felt, heard or smelt before being bought. ... . Inseparability: ... . Variability: ... . Perishability: ... . Heterogeneity: ... . Lack of ownership:. |
All of the following are unique characteristics that distinguish services from goods except:
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