Service Marketing MCQs

V

Vijay Sangwan • 24.03K Points
Instructor III

Q 11. Word-of-Mouth communication networks are particularly important for service firms because

(A) Service customers tend to rely more on personal than the non-personal source of information
(B) Service firms only offer one brand of service.
(C) Service firms can seldom afford to pay for promotional efforts.
(D) Service customers tend to rely more on non-personal than personal sources of information

A

Admin • 32.61K Points
Instructor I

Q 12. Branding of services becomes difficult because they are

(A) Intangible.
(B) Heterogeneous.
(C) Perishable.
(D) Inseparable.

S

Shiva Ram • 26.21K Points
Instructor II

Q 13. Which of the following communication objectives becomes the most important during the post-consumption evaluation stage

(A) Informing customers
(B) Managing customer expectations.
(C) Reducing consumer perceived risk
(D) Persuading customers

V

Vijay Sangwan • 24.03K Points
Instructor III

Q 14. Tangible clues are more important when services are

(A) Highly perishable.
(B) Tangible dominant.
(C) Intangible dominant
(D) Heterogeneous

P

Priyanka Tomar • 31.09K Points
Instructor I

Q 15. The perceived consequences of a consumer s purchase decision are

(A) Financial, social and performance
(B) Social, ethical and performance.
(C) Performance, social and ethical.
(D) Ethical, social and psychological

A

Admin • 32.61K Points
Instructor I

Q 16. The primary objective of a firms communication mix during the pre-consumption choice stage is to

(A) sell the product
(B) Minimize the perceived risk associated with the purchase
(C) Encourage repeat purchases
(D) Persuasively convince customers why the firms brand is superior to the competitors

S

Shiva Ram • 26.21K Points
Instructor II

Q 17. Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle?

(A) Informational.
(B) Informational and persuasive
(C) Persuasive.
(D) Persuasive and reminder

R

Ram Sharma • 193.65K Points
Coach

Q 18. Which of the following is not a communication objective during the maturity and decline stages of the product life cycle?

(A) Encourage repeat purchases
(B) Provide ongoing contact with customers
(C) Prepare the way for personal selling efforts
(D) Express gratitude to the existing customer base.

A

Admin • 32.61K Points
Instructor I

Q 19. The appropriate communication content during the introduction stage of the product life cycle would be

(A) Informational.
(B) Informational and persuasive
(C) Persuasive.
(D) Persuasive and reminder.

R

Ranjeet • 30.27K Points
Instructor I

Q 20. Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of

(A) Product differentiation
(B) Personnel differentiation
(C) Image differentiation
(D) Service differentiation.

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