Services Marketing and Brand Management - 1

LIST OF ATTEMPTED QUESTIONS AND ANSWERS



Multiple Choice Multiple Answer
Question
Types of competition based pricing are:-
Correct Answer
Price leadership , Negotiation
Your Answer
Price leadership , Negotiation

True/False
Question
A strong company name attached to a new product, transfers positive association and provides confidence and incentive to trial.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
High contact services tend to be :-
Correct Answer
Those in which customer visit the service facility in person.
Your Answer
Those in which customer visit the service facility in person.

Multiple Choice Multiple Answer
Question
The visible components of service operations are :-
Correct Answer
Service personnel , Equipments , Physical facilities
Your Answer
Service personnel , Equipments , Physical facilities

Multiple Choice Multiple Answer
Question
Following are the service sectors :-
Correct Answer
Transportation. , Tourism. , Telephone & Telegraph.
Your Answer
Transportation. , Tourism.

Match The Following
Question
Correct Answer
Your Answer
Service distribution agreements
Independent franchising, licensing and financial services
Independent franchising, licensing and financial services
Example of purchasing space from another provider
Shopper's stop in a big shopping mall
Shopper's stop in a big shopping mall
Problems with intermediaries
Difficulty controlling quality and consistency across outlets
Difficulty controlling quality and consistency across outlets
Channel conflict occurs when
Service principal and intermediaries are too dependent
Service principal and intermediaries are too dependent

Multiple Choice Single Answer
Question
Services faces difficulties in :-
Correct Answer
Displaying
Your Answer
Fabricating

Multiple Choice Multiple Answer
Question
Front end planning involves :-
Correct Answer
Business Strategy Development. , Idea Generation. , Business Analysis.
Your Answer
Business Strategy Development. , Idea Generation. , Business Analysis.

Multiple Choice Multiple Answer
Question
Through brand building mechanism, following are built :-
Correct Answer
Brand awareness , Confidence , Brand equity
Your Answer
Brand awareness , Brand equity

Multiple Choice Single Answer
Question
It links resource expenses to the variety and complexity of products produced :-
Correct Answer
ABC
Your Answer
ABC

True/False
Question
Servuction Model used to illustrate the factors that influence the service experience are visible & invisible to customers.
Correct Answer
True
Your Answer
True

True/False
Question
Product planners need to include three components in the design of the service offering.
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
Various media options available to a service marketer are:-
Correct Answer
Magazines , Flyers , Radio
Your Answer
Magazines , Flyers , Radio

True/False
Question
The pricing of services is difficult.
Correct Answer
True
Your Answer
False

Select The Blank
Question
Many ________ also sell insurance products and collect commission but are not normally involved in handling claims.
Correct Answer
Banks
Your Answer
Banks

Multiple Choice Multiple Answer
Question
Reasons for growth of service industry are as follows :-
Correct Answer
Increase in per capita income. , More leisure time. , Increase in health awareness.
Your Answer
Increase in per capita income. , More leisure time. , Increase in health awareness.

Select The Blank
Question
Increased service delivery during peak periods is ________ service intensifiers.
Correct Answer
Transitory
Your Answer
Reliable

Multiple Choice Single Answer
Question
For services its quality depends on :-
Correct Answer
Consumer's Perception
Your Answer
Consumer's Perception

Select The Blank
Question
Market research used to determine ________ of derived service expectations & their requirements.
Correct Answer
Sources
Your Answer
Reliability

Multiple Choice Multiple Answer
Question
Radio & Television broadcasting is a service industry because :-
Correct Answer
It can not be touched. , It can not be stored. , It can not be readily displayed.
Your Answer
It can not be touched. , It can not be stored. , It can not be readily displayed.

True/False
Question
For a retailer, brand is a means and not a necessity.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
Strategies for enabling service promises are often referred to as :-
Correct Answer
Internal marketing
Your Answer
Internal marketing

Multiple Choice Single Answer
Question
A legally protected brand name or brand mark is called :-
Correct Answer
Trademark
Your Answer
Trademark

Select The Blank
Question
Performance of services is ________.
Correct Answer
Intangible.
Your Answer
Intangible.

Select The Blank
Question
Neither ________ service nor its supplementary elements are delivered continuously throughout the duration of service performance.
Correct Answer
Core
Your Answer
Core

True/False
Question
The vandals resort to physical abuse or damage of property.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
Goods can be :-
Correct Answer
Standardized.
Your Answer
Standardized.

Select The Blank
Question
In case of services ________ can not be separated from consumption.
Correct Answer
Production.
Your Answer
Selling.

Multiple Choice Single Answer
Question
The Molecular Model is developed by :-
Correct Answer
Lynn Shostack.
Your Answer
Lynn Shostack.

Select The Blank
Question
The problem with umbrella brand strategy stems from the failure to appreciate its ________.
Correct Answer
Demand
Your Answer
Demand

True/False
Question
The firm do not collects & documents complaints from customers.
Correct Answer
False
Your Answer
False

True/False
Question
Re-engineering is one of the most difficult strategies to implement in organisations that are traditional.
Correct Answer
True
Your Answer
True

Match The Following
Question
Correct Answer
Your Answer
Television Broadcasting.
Channel 7.
Channel 7.
Railroad Transportation.
Konkan Railway.
Konkan Railway.
Education Services.
Indian Institute of Management.
Indian Institute of Management.
Retail Trade.
Food World.
Food World.

Multiple Choice Single Answer
Question
Services are :-
Correct Answer
Not tangible
Your Answer
Not tangible

True/False
Question
Profound customer knowledge is essential to building winning brands
Correct Answer
True
Your Answer
True

Select The Blank
Question
In case of services whose technical quality can not correctly evaluated ________ used as signal of quality.
Correct Answer
Courtesy
Your Answer
Credibility

Multiple Choice Single Answer
Question
Use of multisite location is used to provide services in case of :-
Correct Answer
Bank ATMs.
Your Answer
Bank ATMs.

Multiple Choice Single Answer
Question
Services :-
Correct Answer
Can not inventoried.
Your Answer
Can not inventoried.

Select The Blank
Question
The value of a brand depreciates if there are no inflows in the form of value ________.
Correct Answer
Addition
Your Answer
Addition

Multiple Choice Multiple Answer
Question
Basic theme of strategies required for delivering service as per standard are:-
Correct Answer
Hire the right people , Provide the needed support system , Retain the best people
Your Answer
Hire the right people , Provide the needed support system , Retain the best people

Select The Blank
Question
________ is the focal point around which an organisation defines how it will uniquely deliver value to the customer for a point.
Correct Answer
Brand
Your Answer
Brand

True/False
Question
Services are intangibles.
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
Advantages of Umbrella brand are:
Correct Answer
Capitalisation on one single name , Economies of scale on an international level
Your Answer
Capitalisation on one single name , Economies of scale on an international level

Multiple Choice Multiple Answer
Question
Strategies used to implement a culture of internal service quality are:-
Correct Answer
Internal service guarantees , Internal customer service audits
Your Answer
Internal service guarantees , Internal customer service audits

Multiple Choice Single Answer
Question
When companies enter the new markets using the name of one of their existing brands rather than using a new brand name, this is called :-
Correct Answer
Brand Extension
Your Answer
Brand Extension

Multiple Choice Multiple Answer
Question
Internal brand culture is composed of:-
Correct Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Your Answer
Beliefs and attitudes of staff , Organisational structure

Multiple Choice Single Answer
Question
The effectiveness of the service can be judged on the basis of its :-
Correct Answer
Outcome.
Your Answer
Outcome.