This set of MCQ(multiple choice questions) focuses on the Service Marketing: A Practical Approach NPTEL 2022 Week 3 Assignment Solutions.
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Service Marketing: A Practical Approach NPTEL 2022 Week 3 Assignment Solutions
Q1. The next step in consumer decision making after problem recognition is-
a) External information search
b) Pre-purchase intentions
c) Brand choice
d) Internal information search
Answer: d)
Q2. In marketing positioning refers to-
a) Where the brand is placed on the store shelves
b) How to develop attractive packaging to entice consumers to try the brand
c) Where to place marketing communications for a brand so that it captures consumers attention
d) How the customer perceives the brand in relation to competitors
Answer: d)
Q3. By providing good customer service, firms _________ their products
a) Eliminate the communication gap
b) Add value to
c) Reduce zero of tolerance
d) Increase perishability of
Answer: b)
Q4. The difference between actual customer experience and external communication of promises made to customers is called-
a) Policy Gap
b) Perceptions Gap
c) Communications Gap
d) Knowledge Gap
Answer: c)
Q5. Service organizations which set benchmark for all within an industry
a) Service Losers
b) Service Professional
c) Service Stalwarts
d) Service Leaders
Answer: d)
Q6. Which of the following services is outside the purview of consumer protection act?
a) Education service
b) Rental service
c) Free medical service
d) Housekeeping services
Answer: c)
Q7. In calculating demand and supply yield equals to-
a) Actual revenue/Potential revenue
b) Optimum revenue/Potential revenue
c) Expected revenue/Actual revenue
d) Potential revenue/Actual revenue
Answer: a)
Q8. Messages which originate from outside of an organization-
a) Service outlets
b) Websites
c) Word of mouth
d) Public relations
Answer: c)
Q9. Who is NOT a target audience for Marketing Communications-
a) Prospect
b) Users
c) Employees
d) None of the above
Answer: d)
Q10. If a service environment is inherently ____________, one should avoid increasing ____________ levels, as this would move customers into the “distressed” region of Russell’s model.
a) Pleasant; arousal
b) Pleasant; excitement
c) Pleasant; relaxation
d) Unpleasant; arousal
Answer: d)
Q11. According to “The psychology of Waiting Lines” which is NOT true-
a) Preprocess waits feel longer than process waits
b) Occupied time feels longer than unoccupied time
c) Unfair waits are longer than equitable waits
d) Solo waits feel longer than group waits
Answer: b)
Q12. What type of law can protect service processes?
a) Copyright
b) Patent
c) Constitutional
d) Contract
Answer: b)
Q13. Which of the following is NOT a service recovery strategy?
a) Taking ownership for the problem
b) Offering alternatives
c) Failure to acknowledge feelings
d) Taking immediate action
Answer: c)
Q14. When customers take advantage of price variation among channel and markets, it is known as-
a) Channel hedging
b) Channel arbitrage
c) Channel Intermediation
d) None of these
Answer: b)
Q15. Which of the following is NOT one of the criteria that service guarantees should be designed to meet?
a) Easy to understand and communicate
b) Meaningful to the customer
c) Conditional
d) Easy to invoke
Answer: c)
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