Services Marketing and Brand Management - 2

LIST OF ATTEMPTED QUESTIONS AND ANSWERS



Multiple Choice Single Answer
Question
It is an alliance made visible :-
Correct Answer
Co branding
Your Answer
Co branding

True/False
Question
Consumers differ as to which service/product attributes they see as important and pay the most attention to the brands that will deliver the sought benefits.
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
Advantages of a Range brand policy are:-
Correct Answer
Creates brand capital , Cost of launch is low , Focuses on single brand image
Your Answer
Creates brand capital , Cost of launch is low , Focuses on single brand image

Select The Blank
Question
Employees response to customer needs & requests is called as ________.
Correct Answer
Adaptability.
Your Answer
Adaptability.

True/False
Question
Coupons cannot be printed on the backs of ATM receipts.
Correct Answer
False
Your Answer
True

Multiple Choice Single Answer
Question
It is a concept that serves to offset the limitations of postponing and to monitor the means of expression, the unity and durability of a brand :-
Correct Answer
Brand identity
Your Answer
Brand identity

Multiple Choice Multiple Answer
Question
The important aspects of tangible dimension of Quality are:-
Correct Answer
Employee appearance , Dress
Your Answer
Employee appearance , Dress

True/False
Question
Goods are sold first and then produced and consumed simultaneously.
Correct Answer
False
Your Answer
False

Match The Following
Question
Correct Answer
Your Answer
Application of service blue print
Computer systems analysis
Top down and bottom up approach
Service blue print
Top down and bottom up approach
Computer systems analysis
Service process
Element of extended marketing mix
Element of extended marketing mix
Service are
Intangibles
Intangibles

Match The Following
Question
Correct Answer
Your Answer
Service operation
Service personnel & physical facilities.
Service personnel & physical facilities.
Servuction Model
Visible & invisible factors
Visible & invisible factors
FedEx Corporation
All the sides of a triangle well aligned.
All the sides of a triangle well aligned.
The inanimate environment
All the non living features of service encounter.
All the non living features of service encounter.

True/False
Question
The benefit from source brand strategy lies in its ability to provide a two tiered sense of difference and depth.
Correct Answer
True
Your Answer
True

Multiple Choice Multiple Answer
Question
Research objectives for services are as follows :-
Correct Answer
To identify dissatisfied customers. , To monitor & track service performance. , To forecast future expectations of customers.
Your Answer
To identify dissatisfied customers. , To monitor & track service performance. , To identify satisfied customers.

Multiple Choice Multiple Answer
Question
Incontrollable factors by which services marketers can influence customers are as follows :-
Correct Answer
Enduring service intensifiers. , Transitory service intensifiers. , Personal needs.
Your Answer
Enduring service intensifiers. , Transitory service intensifiers. , Personal needs.

True/False
Question
Frontline employees are key to a brand's success.
Correct Answer
True
Your Answer
True

Select The Blank
Question
The service delivery is concerned with ________, when, & how to deliver service to customers.
Correct Answer
Where
Your Answer
Where

Multiple Choice Single Answer
Question
During which stage of 'Innovation Adoption ' model, the customers are satisfied and decide to make regular use of the product?
Correct Answer
Adoption
Your Answer
Adoption

Multiple Choice Multiple Answer
Question
Reasons for extending a brand are:-
Correct Answer
Adds to image , To defend a brand at risk , Innovation
Your Answer
Innovation , Adds to image , To defend a brand at risk

Multiple Choice Single Answer
Question
It is the value of the brand over and above its commodity value :-
Correct Answer
Brand equity
Your Answer
Brand equity

Multiple Choice Single Answer
Question
It is a common element that sends a single message amid the wide variety of its products, actions and slogans :-
Correct Answer
Brand identity
Your Answer
Brand identity

Multiple Choice Multiple Answer
Question
Inseparability of services are described and interpreted differently by different workers due to :-
Correct Answer
As they require customer participation in production process. , Performance can not be separated from performers. , Person/ equipment can not be separated/ stored.
Your Answer
As they require customer participation in production process. , Performance can not be separated from performers. , Person/ equipment can not be separated/ stored.

Select The Blank
Question
Nature of service quality is ________.
Correct Answer
Multi dimensional
Your Answer
Multi dimensional

Multiple Choice Multiple Answer
Question
Reasons for customers to buy from virtual stores are :-
Correct Answer
Convenience , Broad selection , Better prices
Your Answer
Convenience , Broad selection , Latest trend

Multiple Choice Single Answer
Question
The type of facility based failures that are most likely to occur is:-
Correct Answer
Cleanliness issue
Your Answer
Cleanliness issue

True/False
Question
In service development of new tangible products it involves construction of product prototypes & testing for consumer acceptance.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
This phenomenon is inherent in the luxury goods sector :-
Correct Answer
Brand Extension
Your Answer
Line extension

Select The Blank
Question
One of the greatest benefits of blue printing is ________.
Correct Answer
Education
Your Answer
Understanding

True/False
Question
Responsiveness does refers to non willingness to help customers.
Correct Answer
False
Your Answer
False

Multiple Choice Multiple Answer
Question
People are emotionally connected to a brand for following reasons:-
Correct Answer
Admirable brand , Intense brand , Unique brand
Your Answer
Admirable brand , Intense brand , Unique brand

Select The Blank
Question
Service employees basically perform ________ functions.
Correct Answer
Marketing
Your Answer
Sales

Select The Blank
Question
While purchasing a service, perceived benefits are weighed against the perceived ________.
Correct Answer
Costs
Your Answer
Costs

Select The Blank
Question
The customers can be ________ to address their needs.
Correct Answer
Educated
Your Answer
Educated

Multiple Choice Multiple Answer
Question
Service skills and interactive training is required for:-
Correct Answer
Managers , Supporting the staff , Front line employee
Your Answer
Front line employee , Managers

Multiple Choice Multiple Answer
Question
Communities can be created offline through which of the following techniques?
Correct Answer
Community based grass root events , Customer contests , Membership organisations
Your Answer
Membership organisations , Community based grass root events , Customer contests

Multiple Choice Single Answer
Question
Which brand strategy has the ability to provide a two tiered sense of difference and depth?
Correct Answer
Source brand strategy
Your Answer
Range brand strategy

Multiple Choice Multiple Answer
Question
Key elements of 'NPV of future earnings ' model are:-
Correct Answer
Financial forecasting , Role of branding , Brand risk
Your Answer
Sales forecasting , Role of branding , Brand risk

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

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

Select The Blank
Question
________ means the set of values feeding the brand's inspiration.
Correct Answer
Culture
Your Answer
Culture

Select The Blank
Question
Creating ________ is the ultimate objective behind building a brand.
Correct Answer
Apostles
Your Answer
Apostles

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

Multiple Choice Single Answer
Question
It describes a product or an item that is actually a brand name but has now become a part of our standard vocabulary
Correct Answer
Generic name
Your Answer
Generic name

Multiple Choice Single Answer
Question
Many service firms offer their customers variety of :-
Correct Answer
Service related activities.
Your Answer
Service related activities.

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
All marketing activities are essential for :-
Correct Answer
Building and maintaining relationships with customers.
Your Answer
Building and maintaining relationships with customers.

Multiple Choice Multiple Answer
Question
Various uses of the company's physical evidence are:-
Correct Answer
Means for differentiation , Packaging , Socialising
Your Answer
Means for differentiation , Socialising , Designing

True/False
Question
Well dressed individuals are perceived as more intelligent, better workers and more pleasant to engage in interactions.
Correct Answer
True
Your Answer
True

Multiple Choice Single Answer
Question
Which of the following is the characteristic of goods?
Correct Answer
Inventoried.
Your Answer
Sepratability.