LIST OF ATTEMPTED QUESTIONS AND ANSWERS
Multiple Choice Single Answer
Question
A brand must correspond to only one product. This is called :-
Correct Answer
Procterian dogma
Your Answer
Procterian dogma
Multiple Choice Multiple Answer
Question
Value of a brand is a function of which two factors?
Correct Answer
Earnings , Strength
Your Answer
Strength , Earnings
Multiple Choice Single Answer
Question
The Molecular Model has used following technology to explain it :-
Correct Answer
Chemical analogy.
Your Answer
Chemical analogy.
Multiple Choice Multiple Answer
Question
Countries who are members of SUPER BRAND are:-
Correct Answer
India , Hong Kong , Australia
Your Answer
Hong Kong , Singapore , Australia
True/False
Question
Two major dimensions of Y & R model are: leadership and stability.
Correct Answer
False
Your Answer
True
Select The Blank
Question
The ________ has a direct impact on the type of service desired and the length of service.
Correct Answer
Customer
Your Answer
Customer
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
Interactive skills training in employees allows to develop what all qualities towards customer?
Correct Answer
Empathetic , Courteous , Caring
Your Answer
Empathetic , Courteous
Multiple Choice Single Answer
Question
Goods can be :-
Correct Answer
Standardized.
Your Answer
Standardized.
Select The Blank
Question
Exhibiting admirable human qualities is especially important for brands during ________.
Correct Answer
Crisis
Your Answer
Crisis
Multiple Choice Multiple Answer
Question
Personal sources of information are :-
Correct Answer
Family , Friends , Opinion Leaders
Your Answer
Family , Friends , Radio
Multiple Choice Multiple Answer
Question
CIT study helpful in :-
Correct Answer
Finding opportunities for future improvement. , Redesigning service delivery system. , To make more customer centric service firm
Your Answer
Finding opportunities for future improvement. , Redesigning service delivery system. , To make more customer centric service firm
Multiple Choice Single Answer
Question
It refers to the way in which certain groups decode all of the signals emanating from the product, services and communication covered by the brand :-
Correct Answer
Brand image
Your Answer
Brand identity
Multiple Choice Single Answer
Question
This method is used when valuing your own brand image for inclusion in the balance sheet :-
Correct Answer
Historic cost method
Your Answer
NPV of future earnings
True/False
Question
A brand should strive to create a sense of community.
Correct Answer
True
Your Answer
True
Match The Following
Question
Correct Answer
Your Answer
Tangibles
Dress, employee appearance
Dress, employee appearance
Employee motivation
Mission statement
Social skill, Likeability
Empowerment
Authority to employee
Authority to employee
Service orientation
Social skill, Likeability
Mission statement
True/False
Question
The business strategy in a production line organisation is one of Differentiation and Customisation.
Correct Answer
False
Your Answer
False
True/False
Question
Appearance of personnel and facilities often have a direct impact on how consumers perceive that the firm will handle the service aspects of its business.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It is the difference between the price customers pay and the amount they would actually have been willing to pay to get the desired benefit :-
Correct Answer
Surplus
Your Answer
Surplus
Multiple Choice Single Answer
Question
Which knowledge is essential for building winning brands?
Correct Answer
Customer
Your Answer
Customer
True/False
Question
Horizontal extension of a brand is less of a handicap than vertical extension by which brands try to cover all levels of quality and status.
Correct Answer
True
Your Answer
False
Select The Blank
Question
Brand's ________ are a measure of potential profitability.
Correct Answer
Earnings
Your Answer
Value
Multiple Choice Multiple Answer
Question
The value of brand equity is a function of :-
Correct Answer
Age of the brand , Cumulative advertising , Order of entry into the market
Your Answer
Age of the brand , Age of competitor's brand
Multiple Choice Single Answer
Question
This approach is often used for outsourcing contracts to provide food service, freight transportation etc :-
Correct Answer
Price bids
Your Answer
Price bids
Multiple Choice Multiple Answer
Question
Various media options available to a service marketer are:-
Correct Answer
Magazines , Flyers , Radio
Your Answer
Magazines , Flyers , Radio
Multiple Choice Single Answer
Question
D in AIDA stands for :-
Correct Answer
Desire
Your Answer
Direction
Select The Blank
Question
________ helps usage extension.
Correct Answer
Co-branding
Your Answer
Brand extension
Match The Following
Question
Correct Answer
Your Answer
Infosys
Uses brand earnings model
Uses brand earnings model
Super brands
Marcel Knobil
Marcel Knobil
Councils of Super brands
Indonesia, Netherlands, Portugal
A C Neilsen
Super brand's juggernaut
UK, France, Germany
Indonesia, Netherlands, Portugal
Multiple Choice Multiple Answer
Question
Service blue print supports which approaches to quality improvement?
Correct Answer
Top down , Bottom up
Your Answer
Left to Right , Right to Left
Select The Blank
Question
The second objective of commercialization is to monitor ________ aspects of service during complete service cycle.
Correct Answer
All
Your Answer
All
True/False
Question
A shelf without the favourite market brands is unattractive in the eyes of the customers.
Correct Answer
True
Your Answer
True
True/False
Question
Services can easily stored.
Correct Answer
False
Your Answer
False
Multiple Choice Multiple Answer
Question
The main do's kept in mind in face to face contacts with customers are :-
Correct Answer
Smile , Look into customer's eye , Listening
Your Answer
Smile , Look into customer's eye , Listening
Select The Blank
Question
Perishability refers to the service provider's inability to ________.
Correct Answer
Inventory services.
Your Answer
Inventory services.
Select The Blank
Question
Customer ________ is essential to building winning brands.
Correct Answer
Knowledge
Your Answer
Involvement
Select The Blank
Question
The ________ has made world wide brand building easier.
Correct Answer
Internet
Your Answer
Internet
Select The Blank
Question
Cues such as the ________ that accompany the service.
Correct Answer
Tangibles
Your Answer
Tangibles
Multiple Choice Multiple Answer
Question
The visible components of service operations are :-
Correct Answer
Service personnel , Equipments , Physical facilities
Your Answer
Equipments , Physical facilities , Other intangibles
Select The Blank
Question
A strong brand ________ gives relevant, differentiated, purchase motivating benefit to the target customer
Correct Answer
Promise
Your Answer
Awareness
Multiple Choice Multiple Answer
Question
Various value based pricing are:-
Correct Answer
Service guarantees , Flat rate pricing
Your Answer
Service guarantees , Flat rate pricing
Select The Blank
Question
Selling goods and services through the ________ is a major growth trend.
Correct Answer
Internet
Your Answer
Internet
Multiple Choice Multiple Answer
Question
Internal brand culture is composed of:-
Correct Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Your Answer
Language used , Beliefs and attitudes of staff , Organisational structure
Multiple Choice Single Answer
Question
This approach is based on a standard sales presentation containing statements that lead the customer through stages to a purchase :-
Correct Answer
Formula approach
Your Answer
Cues-response
True/False
Question
Gap Model is developed by Zeithaml & Bitner.
Correct Answer
True
Your Answer
True
True/False
Question
When decisions regarding customer satisfaction are left to the discretion of employees, there may be inconsistency in the level of service delivered.
Correct Answer
True
Your Answer
True
Multiple Choice Single Answer
Question
It promises a relevant, differentiated purchase motivating benefit to the target customer :-
Correct Answer
Strong brand
Your Answer
Strong brand
True/False
Question
Service industry is a zero growth industry.
Correct Answer
False
Your Answer
False
No comments:
Post a Comment