Question - 1/55

The relationship between business and their customers has the ability to evolve. In the first step
of this evolution process, customers are identified as____________

Answer Choices

acquaintances

prospects

strangers

friends

Question - 2/55
The key to success in the _____________stage of the customer relationship is the firm's ability
to use customer knowledge and information systems to deliver highly personalized and
customized offerings.

Answer Choices

friendship

ally

partnership

comrade

Question - 3/55
The Core offerings of hospitals, hotels,and banks are primarily deeds and performances and
therfore, are ____________

Answer Choices

Services

experiences

attributes
Goods

Question - 4/55
___________is a key determinant of whether an offering should be classified as a product or a
service.

Answer Choices

physicality

audience passivity

intangibility

perception

Question - 5/55
Evaluation of services involves

Answer Choices

Periodic reviews

Modifications

Development of new service

All of these

Question - 6/55
Which of the following is not a method / tool for analyzing demand patterns and managing
demand?

Answer Choices

Increasing prices

Rescheduling time slots

Requesting customers to share facilities

Reservation system

Question - 7/55
which of the following is NOT an example of a service business?

Answer Choices

amusement park

paper mill

bank

department store

Question - 8/55
Which of the following practices is not helpful in reducing customer defects?

Answer Choices

Monitoring declining accounts

Customer feedback

Building social bonds

Complaint handling

Question - 9/55
Which of the following is incorrect about low-contact services?

Answer Choices

They have few customer interfaces

They have many moments of truth

They are less challenging

Customer interaction is mostly through websites or call centres

Question - 10/55
For a telecom service provider, which of the following is / are the core product?

Answer Choices

Voice-related services

Data services

Ringtones and Hello tunes

All of these

Question - 11/55
According to the ___________, while advertising, sales and promotions pour profits into your
company, there will always be some customer defection, which has the potential to grow larger.

Answer Choices

bucket theory of marketing

iceberg principle of relationships

80/20 principle

echo principle of marketing

Question - 12/55
Pooja said all she expected from the day care for her kids was to get her children back safe at the
end of the day and ensure the day care will let her unruly children stay even though it provides
only nominal supervision. Pooja has.............. expectations about the day care.

Answer Choices
desired

minimum tolerable

conventional

acceptable

Question - 13/55
To remain competitive, a service company may need to _________ its product mix

Answer Choices

broaden

narrow down

either broaden or narrow down

neither broaden nor narrow down

Question - 14/55
_______marketing focuses on keeping and improving current customers, rather than
concentrating on acquiring new customers.

Answer Choices

transaction

expansion

relationship

strategic

Question - 15/55
Promoting the service to intermediaries is a part of ___________ strategy

Answer Choices
Push

Pull

Service location

None of these

Question - 16/55
____________________ is an umbrella term for systematic efforts by a firm to correct a problem
and to retain the customer?s goodwill or equity

Answer Choices

Service recovery

Service failure

Moments of truth

Service encounter

Question - 17/55
Which of the following is incorrect about high-contact services?

Answer Choices

They are less challenging

They have many moments of truth

Consumers and moments of truth need to be managed well

They have many points of contact with customers

Question - 18/55
The transition from the ________stage to the __________stage of the customer realtionship
requires the development of trust.
Answer Choices

customers as acquaintances; customers as friends

customers as strangers; customers as acquaintances

customers as partners; customers as acquaintances

customers as acquaintances; customers as strangers

Question - 19/55
the weekend cruise costs Samir 80,000 Rs. Before leaving on the cruise, Samir told his neighbor,
"with the money they are charging me, the food better be good and plentiful". What kind of
expectations did Samir have?

Answer Choices

minimum tolerable

normative

conventional

functional

Question - 20/55
which of the following is an intangible component of a car repair shop?

Answer Choices

Replacement parts

employee uniforms

barrel for storing recyclable motor oil

the training the mechanic has received

Question - 21/55
Which of the following is not a method / tool for adjusting capacity to match demand?
Answer Choices

Scheduling downtime during low demand

Queuing system

Hiring part-time workers during busy periods

Involving customers in co-producing

Question - 22/55
Services are different from goods on account of their __________

Answer Choices

perishability

seperability

inseperability

none of these

Question - 23/55
Good communication and customer understanding are variables connected
with_____________________ dimension of service quality

Answer Choices

Reliability

Responsiveness

Assurance

Empathy

Question - 24/55
The taste of food served in a restaurant is the __________ part of the service

Answer Choices

tangible

physical

psychological

sensual

Question - 25/55
Which of the following is not a key objective area of a blueprint?

Answer Choices

Clarifying inter-relationships between employee roles

Defining operational processes

Defining customer interactions

Balancing demand and capacity

Question - 26/55
which of the following is an example of a tangible component provide by a hotel?

Answer Choices

wake-up call

guest rooms

room service

express checkout

Question - 27/55
Which of the following is the most suited example of a service?

Answer Choices

Hiring a boat for a cruise

Booking a table in a restaurant

Renovating the house furniture

All of these

Question - 28/55
Reformulating the offering and the promotional methods is done when __________ exists

Answer Choices

No demand

Negative demand

Latent demand

Faltering demand

Question - 29/55
___________service is the level of services the customer hopes to receive.

Answer Choices

desired

adequate

functional

predictable

Question - 30/55
Promptness and helpfulness are variables connected with_____________________ dimension of
service quality

Answer Choices

Reliability

Responsiveness

Assurance

Empathy

Question - 31/55
Customer _________are beliefs about services delivery that fuction as standards against which
performance is judged.

Answer Choices

attributes

judgments

goals

expectations

Question - 32/55
Which of the following is not a characteristic of services?

Answer Choices

Intangibility

Separability

Variability

Perishability
Question - 33/55
A primary goal of firms at the friendship stage of the relationship is_________________

Answer Choices

customer retention

the creation of a unique product

creating a competitive advantage through their marketing mix

gaining familiarity with how the customer rates its service offerings

Question - 34/55
The deal breaker for services mostly lies in _______________

Answer Choices

Pricing the service correctly

Attitude and skills of employees

Providing correct information and advice to customers

Availability of the service both offline as well as online

Question - 35/55
On this way to work today, Ritesh saw a billboard for a physician''s group that is specialized in
vascular surgery. In his local newspaper, he saw a full page ad for a similar medical clinic,
followed by a brochure he got in his mall from yet another medical clinic. These imply______

Answer Choices

the increasing importances of services industries to the U.S and world economies

the increase of government regulation of services industries

that professional firms are placing increased emphasis on providing services

increased competition in professional services

Question - 36/55
The product decisions must _______ be related to the decisions pertaining to the other elements
of am marketing mix of a service

Answer Choices

always

sometimes

many a times

never

Question - 37/55
Moments of truth are associated with _________________________ of the purchase process

Answer Choices

Pre-purchase stage

Service encounter stage

Post encounter stage

All of these

Question - 38/55
Which of the following is a customer never likely to do, in case of a service failure?

Answer Choices

Take no action at all

Complain informally

Complain formally
None of these

Question - 39/55
Which of the following statements is true about the zone of tolerance?

Answer Choices

It can change over time

It can vary among individuals

It can vary with the type of service

All of these

Question - 40/55
The primary goal of business that are in the first stage of their relationship with a customer is
to____________

Answer Choices

engage in problem-solving sales

develop a long- lasting relational time horizon

qualify the prospect as a customer

initiate communications in order to attract them

Question - 41/55
In the simplest terms___________are deeds, processes, and performances.

Answer Choices

attributes

experiences
Services

Goods

Question - 42/55
Following the acquaintance relationship in the evolution of customer relationship is the
customers as ___________stage

Answer Choices

allies

associates

friends

supporters

Question - 43/55
Which of the following is not a rational difference between products and services?

Answer Choices

Products are tangible, services are intangible

Products may be supplemented with services; services may be supplemented with products

Product marketing revolves around 4P?s ; Services marketing revolve around additional 3P?s

Products may be separated from its manufacturer; services can?t be separated

Question - 44/55
The ?moment of truth? is a description of ____________________

Answer Choices

An occurrence of the customer interacting with the firm

An event when the company?s poor service quality gets exposed

An occurrence when the company makes false commitments

An occurrence of the company truthfully admitting its mistakes to the customer

Question - 45/55
Which of the following trends has directly influenced the development of servicess marketing
concepets and strategies?

Answer Choices

the decreasing importance of services industries to the Indian economy

the growth in information-based technology

decreased competition in professional services

the fact that manufacturing firms are placing increased emphasis on providing services

Question - 46/55
______________ is a tool which identifies all the key activities involved in creating and
delivering the service and then specifies the linkage between them

Answer Choices

Blue print

SST

Front-stage activity

Back-stage activity

Question - 47/55
In acquaintance realtionships, firms generally focus on________________

Answer Choices

creating service offering awareness

including product trial and adoption

gaining specific knowledge of customer's needs

providing value comparable to the competition

Question - 48/55
The three additional P?s of a Service Marketing Mix are____________

Answer Choices

People, Place and Processes

People, Place and Physical environment

People, Price and Physical environment

People, Process and Physical environment

Question - 49/55
Which of the following practices is not helpful in building customer loyalty?

Answer Choices

Cross- selling services

Membership programs

Reward system

Increasing switching barriers

Question - 50/55
Which of the following statements about services is true?

Answer Choices

a service economy produces services at the expense of other sectors

service jobs are low paying and menial

marketing and managing services present issues and challenges not faced in manufacturing and
packaged-good companies.

service production is labor intensive and low in productivity.

Question - 51/55
_________service represents the minimum tolerable expectation, the bottom level of
performance acceptable to the customer.

Answer Choices

desired

adequate

functional

predictable

Question - 52/55
The highest customer expectations are referred to as ?????..expectations

Answer Choices

normative

acceptable

ideal

ego-satisfying

Question - 53/55
Which of the following attribute is not a measure of service quality?

Answer Choices
Reliability

Tangibles

Aesthetics

Assurance

Question - 54/55
Evaluating service alternatives and developing service expectations ? actually come in
the_________________________ of the purchase process

Answer Choices

Pre-purchase stage

Service encounter stage

Post encounter stage

All of these

Question - 55/55
The extent to which customers recognize and are willing to accept variation in service
performance is called the ????:

Answer Choices

acceptable variation

extent of indifference

area of acceptability

zone of tolerance