This set of MCQ(multiple choice questions) focuses on the Service Marketing: A Practical Approach NPTEL 2022 Week 2 Assignment Solutions.
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Service Marketing: A Practical Approach NPTEL 2022 Week 2 Assignment Solutions
Q1. Services associated with identity needs-
a) Telecommunication services
b) Religious services
c) Personal care services
d) Repair and maintenance services
Answer: b)
Q2. Which of the following is not one of Porter’s Five Forces –
a) Rivalry of customers
b) Rivalry of existing competitors
c) Bargaining power of buyers
d) Threat of New Entrants
Answer: a)
Q3. Service marketers can identify value proposition to customers by-
a) Customer Analysis
b) Competitor Analysis
c) Collaborator Analysis
d) All of the above
Answer: d)
Q4. _________ is the suppliers’ ability to influence the prices they charge for suppliers (including materials, labour, and services)
a) Bargaining power of customers
b) Bargaining power of suppliers
c) Bargaining power of stockholders
d) Bargaining power of shareholders
Answer: b)
Q5. Which of the following statements is correct when considering a SWOT analysis?
a) Strengths and weaknesses originate outside an organization
b) Opportunities and threats originate outside an organization
c) Strengths and threats originate inside an organization
d) Opportunities and weaknesses originate outside an organization
Answer: b)
Q6. A software company is evaluating its overall mission, including its strengths, weaknesses, opportunities, and threats. It is engaged in which step of the segmentation, targeting, and positioning process?
a) Establishing overall strategy or objectives
b) Determining segmentation methods
c) Evaluating segment attractiveness
d) Selecting the target market
Answer: a)
Q7. For a target segment to be attractive, it should have following characteristics, EXCEPT-
a) Measurable
b) Accessible
c) Differentiable
d) Infeasible
Answer: d)
Q8. Conjoint analysis is-
a) Measuring market performance
b) Taking decisions about new offerings
c) Taking distributions decisions
d) Estimating market demand
Answer: b)
Q9. The three broad categories of things processed in services are _________, __________, and _________.
a) People; physical objects; data
b) People; organizations; documents
c) People; data; projects
d) Physical objects; data; documents
Answer: a)
Q10. Tangible characteristics that customers can evaluate prior to purchase are termed _____________.
a) Search attributes
b) Experience attributes
c) Credence attributes
d) Satisfaction attributes
Answer: a)
Q11. ___________ outside peak demand periods poses a serious problem for service industries with ____________, like hotels.
a) Low demand; high fixed costs
b) Low demand; low fixed costs
c) High demand; high fixed costs
d) High demand; low fixed costs
Answer: a)
Q12. A(n) _________ is one that a firm has selected from among those in the broader market and may be defined on the basis of several variables.
a) General segment
b) Segmentation field
c) Target segment
d) Holistic segment
Answer: c)
Q13. Market analysis addresses all of the following factors EXCEPT ____________.
a) Overall level of demand
b) Trend of demand
c) Government regulations
d) Geographic location of demand
Answer: c)
Q14. According to Ansoff’s strategic opportunity matrix, a firm using the market penetration alternative would try to:
a) Increase market share among existing customers
b) Attract new customers to existing products
c) Create new products for present markets
d) Introduce new products into new markets
Answer: a)
Q15. The line of ____________ separates front stage and backstage of services-
a) External interaction
b) Visibility
c) Internal interaction
d) Performance
Answer: b)
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