Marketing Management and Service Marketing MCQs with Answers

Are you looking for MCQs to help you improve your marketing management and service marketing skills? Look no further! We have compiled a list of 75 MCQs that will help you develop your understanding of marketing concepts. After completing these questions, test yourself with our free online marketing management quiz.

Service Marketing MCQs with Answers for preparation of various competitive and academic exams like UGC, NET, BCOM, MCOM, MBA, BBA, and many other regular and distance education courses like SMU, DU, AMU, BHU, JAMIA, AIMA, AMITY, SCDL, etc.

Service Marketing

Brief Introduction to Marketing Management

1. In order to be successful in the marketing world, it is important to have a sound marketing management system in place. This will allow for accurate targeting of products and services, effective communication with customers, and efficient allocation of resources.

2. A good marketing management system should be flexible and able to adapt as the market changes. It should also include measures to track progress and measure results against targets.

3. A well-functioning marketing management system can help businesses achieve their strategic objectives. By understanding customer needs and desires, businesses can create products or services that appeal to them and increase sales volume accordingly.

4. There are a number of different tools available to help marketers manage their campaigns effectively. These include market research, focus groups, surveys, analytical software, and more.

Brief Introduction to Service Marketing

When it comes to customer service, many businesses focus almost entirely on the front end of their customer interaction. This is where most customer interactions take place—at the point when a customer makes a purchase or inquiry.

However, as customers become more demanding, it’s important for businesses to think about how they interact with customers across all points of the customer journey.

This is where service marketing comes in. Service marketing is a term used to describe the ways that companies engage with their customers beyond simply selling products or services. It encompasses everything from offering personalized recommendations to responding quickly to complaints and questions.

By taking a holistic view of how customers are interacting with your company, you can identify opportunities to improve your customer experience and drive higher levels of loyalty and patronage.

Marketing Management, Service Marketing MCQs: Set 2

1. Internal marketing deals with
A. Marketing the products to employees
B. Marketing the products in the local market
C. Marketing the products inside the country
D. Identifying and taking care of employee’s needs and wants
Answer: (D)

2. What is meant by interactive marketing?
A. Marketing by interacting with employees
B. Marketing by interacting with dealers
C. Marketing is done by interacting between employees and customers
D. Marketing by interacting with top management
Answer: (C)

3. Consumer responses to environmental stimuli are characterized by approach or avoidance behaviors.
Consumer approach behavior is defined as
A. A desire to stay in the market
B. A desire to explore many products
C. A desire to communicate with society
D. Feelings of satisfaction
Answer: (B)

4. In order to improve the process and performance of the company towards the customers, they should try to ___.
A. Modernize the building
B. Modernize the product
C. Reduce the waiting time by adopting the reservation system
D. Asking customers to come another time
Answer: (C)

5. When developing servicescapes, firms recognize that their physical environment will affect employees and customers. This is primarily due to
A. Reflect on the quality of all spheres
B. Intangibility
C. Heterogeneity
D. Perishability
Answer: (A)

6. Consumers who seek convenience over price and personal attention are
A. Economic customers
B. Personalized customers
C. Apathetic customers
D. Ethical customers
Answer: (B)

7. Which of the following is NOT an example of an ambient condition in a retail environment?
A. Music
B. Signs
C. Scents
D. Lighting
Answer: (A)

8. Ambient conditions will have the least effect on customer behavior in which of the following service scapes?
A. A bakery shop
B. An air-conditioned hotel
C. An open five-story parking garage
D. Bookstore with an in-store coffee cart
Answer: (C)

9. In a(n) ___ environment, the service employees are physically present while customers are involved in the service production process at arm s length.
A. Self-service
B. Vertical service
C. Remote service
D. Saleable service
Answer: (A)

10. ___ is the customer’s composite of mental images of the service firm’s physical facilities.
A. Internal response moderators
B. Perceived services cape
C. Cognitive response
D. Emotional response
Answer: (B)

11. Total customer value consists of all of the following components except
A. Product value
B. Personal value
C. Image value
D. Time value
Answer: (B)

12. The emotional states of pleasure-displeasure, arousal-nonarousal, and dominance-submissiveness are types of ___
A. Internal response moderators
B. The holistic environment
C. Individual behaviors
D. Social interactions
Answer: (C)

13. Doing promotional activity is difficult in the marketing of which of the following services.
A. Leisure service industry
B. Education industry
D. Public sector
Answer: (C)

14. Consumer moods and attitudes are types of
A. Physiological customer responses
B. Emotional customer responses
C. Individual approach behaviors
D. Internal response moderators
Answer: (B)

15. Consumer feelings of pain, comfort, and physically fit are types of
A. Physiological customer responses
B. Emotional customer responses
C. Individual approach behaviors
D. Cognitive customer responses
Answer: (D)

16. The three primary visual stimuli that appeal to consumers on a basic level are
A. Harmony, contrast, and clash
B. Size, shape, and color
C. Blue, yellow, and green
D. Red, blue, and green
Answer: (B)

17. To manage demand and supply, the company can
A. Ask the customers to wait in peak demand
B. Adopt reservation systems to balance the demand
C. Divert to competitors
D. Deliver substitute products to customers
Answer: (B)

18. Which of the following statements pertaining to colors is false?
A. Warm colors are perceived as aloof or formal
B. Children appear to favor brighter colors
C. Adults tend to favor softer tones
D. Dark colors make large empty spaces look smaller
Answer: (D)

19. Which of the following statements pertaining to the location of the firm is false?
A. Location decision should consider the amount of customer involvement necessary to provide the service
B. Low contact firms should consider moving to sites that are closer to sources of supply, transportation, and labor
C. The actual location of high-contact services should be close to the street as possible
D. The firm’s facility should be compatible with its surrounding environment
Answer: (D)

20. Managing the peak demand becomes difficult due to ___ nature.
A. Intangibility
B. Perishability
C. Inseparable
D. Heterogenous
Answer: (B)

21. The service industry has grown many folds due to ___
A. less growth in other sectors
B. more growth in all sectors
C. more affluence of customers
D. effective marketing strategies of service marketers
Answer: (C)

22. Growth in leisure and entertainment services due to ___
A. more surplus money left with customers
B. interest that people want to spend leisure time fruitfully
C. more support from the government to invest in such an industry
D. growth of other sectors contributed to this growth
Answer: (A)

23. Which of the following statements is not true?
A. Combinations of warm and cool colors can create relaxing, yet stimulating atmospheres
B. Lighter hues are popular for fixtures
C. Darker hues are used for attention grabbers
D. Colour does not influence the consumer spirits
Answer: (D)

24. Positioning map in services will helps too ___
A. Identify the position of the company on the world map
B. Identify the position of the company on the industry map
C. Identify the position of the company on the local map
D. Know-how the brand is perceived by customers among other players in the market
Answer: (D)

25. Word-of-Mouth communication networks are particularly important for service firms because
A. Service customers tend to rely more on personal than non-personal sources of information
B. Service firms do not believe in promotional efforts
C. Service firms can seldom afford to pay for promotional expenditures
D. Service customers tend to rely more on non-personal than personal sources of information
Answer: (A)

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