Service Marketing

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 approach

top down and bottom up

service blue print

computer systems analysis

top down and bottom up approach

service process element of extended marketing mix service are

intangibles

element of extended marketing mix

intangibles

match the following question correct answer your answer service operation facilities.

service personnel & physical facilities.

servuction model

visible & invisible factors

fedex corporation aligned.

all the sides of a triangle well aligned.

the inanimate environment features of service encounter.

service personnel & physical

visible & invisible factors all the sides of a triangle well

all the non living features of service encounter.

all the non living

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.

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

employee motivation

mission statement

empowerment authority to employee service orientation

dress, employee appearance social skill, likeability

authority to employee

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 super brands

marcel knobil

uses brand earnings model

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 list of attempted questions and answers select the blank question the ________ as a supply strategy used to assist during peak demand periods. correct answer part time employees your answer part time employees select the blank question brand's ________ is a measure of its reliability of its future earnings. correct answer strength your answer value multiple choice single answer question the new retailing models provides information based benefits such as :correct answer greater customization. your answer greater customization. multiple choice single answer question the following is new core products for markets that have not been previously defined :correct answer major service innovations your answer major service innovations

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 select the blank question educate customers to understand their ________ & perform them better. correct answer roles your answer roles 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. true/false question services are sold first and then produced and consumed simultaneously. correct answer true your answer true true/false question blue printing offers an excellent way to understand customer's service experience. correct answer false your answer true select the blank question a service firm can also expand its supply of a service through use of ________. correct answer third parties. your answer third parties. true/false question the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true multiple choice multiple answer question factors influencing service pricing are:correct answer variablilty of both inputs and outputs , many services are hard to evaluate , importance of time factor your answer variablilty of both inputs and outputs , many services are hard to evaluate , importance of time factor select the blank question increase in service industry is due ________.

correct answer to resource scarcity. your answer to simplicity of life. multiple choice single answer question organisation that communicates heavily through physical evidence is :correct answer resorts your answer resorts true/false question there is an ambiguity between the roles of the principal and its intermediaries when 'empowerment' is the chosen strategy. correct answer true your answer true select the blank question ________ is the main focus of brand advertising. correct answer personality your answer self image multiple choice single answer question it is the satisfaction linked attractiveness of the brand in its relationship with society :correct answer ethical your answer idealistic select the blank question ________ is usually specific to a time period, price or customer group. correct answer sales promotion your answer sales promotion multiple choice multiple answer question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice your answer free home delivery , gift wrapping , customised advice multiple choice single answer question it is the satisfaction linked to the attractiveness of the brand, to its logo, to its communication :correct answer hedonistic your answer hedonistic match the following question correct answer your answer issue of airline miles in return for a purchase face to face communication

couponing

personal selling personal selling

public relations

fund raising, recognition and reward programs samples, coupons, gifts etc

public relations advertising

sales promotion couponing

true/false question brand stature is a combination of esteem and knowledge. correct answer true your answer true true/false question service pricing strategies are often unsuccessful. correct answer true your answer true select the blank question individualized attention given to customers refers to ________. correct answer empathy your answer empathy multiple choice multiple answer question advantages of endorsing brand strategy are:correct answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee your answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee multiple choice single answer question service quality is a critical component of :correct answer customer perception. your answer customer perception. true/false question for services all three marketing activities represented by the sides of triangle are critical to success. correct answer true your answer true multiple choice multiple answer question the examples of backstage failures include :correct answer not receiving your course grades , delay in flights , receiving incorrect hotel bill your answer not receiving your course grades , delay in flights , receiving incorrect hotel bill multiple choice single answer question for services its quality depends on :correct answer consumer's perception your answer consumer's perception

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 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 marketing , internal service guarantees , internal customer service audits true/false question the pricing of services is difficult. correct answer true your answer true multiple choice multiple answer question controllable factors by which services marketers can influence customers are as follows :correct answer explicit service promises. , implicit service promises. , avoid engaging in price. your answer explicit service promises. , implicit service promises. , avoid engaging in price. multiple choice single answer question major process innovations consists of :correct answer new process to deliver existing core products in new ways with additional benefits. your answer new process to deliver existing core products in new ways with additional benefits. true/false question too much crowding of ads leads to customer ignoring ads or not registering in the mind. correct answer true your answer true match the following question correct answer your answer an attention paid to customer by waiter satisfied hotel customer.satisfied hotel customer. cit methodology collecting critical incidents data. collecting critical incidents data. sas

customer driven airline. customer driven airline.

good customer encounter

increase in brand loyalty.

increase in brand loyalty.

select the blank question ________ provides a basis for identifying and assessing cost, revenue and capital invested in each element of the service. correct answer service blue print your answer support process multiple choice multiple answer question mental stimulus processing services directed at people's minds are :correct answer psychotherapy. , music concerts. , education. your answer psychotherapy. , music concerts. , education. multiple choice single answer question it links resource expenses to the variety and complexity of products produced :correct answer abc your answer abc multiple choice single answer question it is a set of tasks that combine to compose the processes needed to create and deliver the service :correct answer activity your answer activity multiple choice single answer question this approach to selling is based on the premise that for a given stimulus, there is a particular response :correct answer stimulus-response your answer stimulus-response multiple choice multiple answer question the sources of customer expectations consists of :correct answer pricing. , advertising. , sales promises. your answer pricing. , advertising. , sales promises. multiple choice multiple answer question names of customer relationship building approaches are:correct answer financial benefits , structural ties , social benefits your answer financial benefits , social benefits , cultural benefits multiple choice multiple answer question which of the following are poor differentiators of profitability? correct answer price , product functions , product features your answer product features , emotional benefits select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer self image

multiple choice multiple answer question what are the social facets of brand identity prism? correct answer physique , relationship , reflection your answer relationship , culture , reflection multiple choice multiple answer question advantages of source brand strategy are:correct answer products are directly named , ability to provide difference , ability to provide depth your answer products are directly named , ability to provide difference , ability to provide depth

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 principal and intermediaries are too dependent

service

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. retail trade.

indian institute of management. indian institute of management.

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.

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 principal and intermediaries are too dependent

multiple choice single answer question services faces difficulties in :correct answer displaying your answer fabricating

service

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 awareness.

increase in per capita income. , more leisure time. , increase in health

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. retail trade.

indian institute of management. indian institute of management.

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.

list of attempted questions and answers select the blank question service industries who follow traditional practices, service personnel are the ________ on the corporate ladder. correct answer lowest your answer lowest multiple choice single answer question when customer interacts with the service company :correct answer a service encounter said to have occurred. your answer a service encounter said to have occurred.

multiple choice multiple answer question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice your answer free home delivery , gift wrapping , customised advice multiple choice single answer question the zone of tolerance is a :correct answer window of customer service level your answer non customer service level multiple choice single answer question it is a measure of brand's reliability of its future earnings :correct answer strength your answer strength multiple choice single answer question these messages often include promises about the benefits that customers will receive and the quality of service delivery :correct answer communication your answer communication multiple choice multiple answer question communication dimension of service quality includes :correct answer listening to customers. , keeping them informed. , simple language to be used. your answer listening to customers. , keeping them informed. , simple language to be used. multiple choice single answer question in this brand strategy the brand communicates in a generic manner by developing its unique brand concept :correct answer range brand strategy your answer range brand strategy 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 , better prices select the blank question while purchasing a service, perceived benefits are weighed against the perceived ________. correct answer costs your answer costs multiple choice multiple answer question the three overlapping subsystems are :-

correct answer service operations , service delivery , service marketing your answer service operations , service delivery , service marketing select the blank question ________ means the set of values feeding the brand's inspiration. correct answer culture your answer culture select the blank question the service offer should first marketed ________ & then service process in action is observed before it introduced to external market. correct answer internally your answer internally multiple choice multiple answer question following are possessing processing services directed at physical posessions :correct answer freight transportation. , repair & maintenance. , warehousing / storage. your answer freight transportation. , repair & maintenance. , warehousing / storage. 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 single answer question it is the outward expression of the brand's inner substance :correct answer brand message your answer brand message select the blank question the strategy used to reduce fluctuations in demand is to implement ________. correct answer reservation system. your answer reservation system. match the following question correct answer your answer issue of airline miles in return for a purchase face to face communication

select the blank

couponing

personal selling personal selling

fund raising, recognition and reward programs samples, coupons, gifts etc

couponing

public relations advertising

sales promotion sales promotion

question ________ are the customers who tell others not to buy the brand from the company. correct answer terrorists your answer terrorists multiple choice multiple answer question the main don'ts kept in mind in face to face contacts with customers are :correct answer blame the colleagues , show favoritism , promise what you can not perform your answer blame the colleagues , show favoritism , promise what you can not perform multiple choice single answer question during which stage of 'innovation adoption' model, customers need to be stimulated to seek information about the brand's uses and features? correct answer interest your answer evaluation 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 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 levels of customer contact is used as variable in services classification. correct answer true your answer true multiple choice single answer question it implies that employees will pay attention, listen, adapt and be flexible in delivering what customers need :correct answer empathy your answer responsiveness multiple choice single answer question it is a way to expand delivery of an effective service concept to multiple sites without the level of investment capital :correct answer franchising your answer franchising multiple choice single answer question service encounter may takes place between customers and :correct answer service employees.

your answer

service employees.

match the following question correct answer your answer service operation facilities.

service personnel & physical facilities.

servuction model

visible & invisible factors

fedex corporation aligned.

all the sides of a triangle well aligned.

the inanimate environment features of service encounter.

service personnel & physical

visible & invisible factors all the sides of a triangle well

all the non living features of service encounter.

all the non living

true/false question advertising and public relations can be effective in encouraging evaluation and trial. correct answer false your answer true select the blank question increased service delivery during peak periods is ________ service intensifiers. correct answer transitory your answer transitory select the blank question performance of services is ________. correct answer intangible. your answer intangible. select the blank question time, fatigue, negative feelings etc are the ________ costs of service. correct answer non-financial your answer non-financial 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 the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true

true/false question service industry is a zero growth industry. correct answer false your answer false select the blank question when customers evaluate competing service, they are comparing the relative ________ value. correct answer net your answer net 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 true/false question front office automation has also revolutionised the sales function. correct answer true your answer true multiple choice single answer question consumer judges the quality of services on the basis of :correct answer outcome was delivered. your answer outcome was delivered. multiple choice multiple answer question service expectation meetings & reviews techniques of service quality research is made up of :correct answer asking clients what they expect , enquiring the particular aspects of service , requesting client to provide ranking as per his requirements your answer asking clients what they expect , enquiring the particular aspects of service , requesting client to provide ranking as per his requirements true/false question for a retailer, brand is a means and not a necessity. correct answer true your answer true true/false question reflecting the customer as he or she is the target. correct answer false your answer true 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 true/false question growth in service sector is due to launch of new products. correct answer true your answer false multiple choice multiple answer question what are the internal facets of brand identity prism? correct answer personality , culture , self image your answer personality , culture , self image multiple choice multiple answer question blue prints are particularly useful at which stages of service development? correct answer design , redesign your answer design , redesign multiple choice multiple answer question mental stimulus processing services directed at people's minds are :correct answer psychotherapy. , music concerts. , education. your answer psychotherapy. , music concerts. , education.

multiple choice multiple answer question what are the social facets of brand identity prism? correct answer physique , relationship , reflection your answer physique , relationship , reflection 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 multiple answer question countries who are members of super brand are:correct answer india , hong kong , australia your answer india , hong kong , australia multiple choice single answer question services are :correct answer not tangible your answer not tangible multiple choice multiple answer

question the various sources of mass media are :correct answer radio , television , newspapers and magazines your answer radio , television , newspapers and magazines multiple choice multiple answer question following are the people processing services directed at people's bodies :correct answer health care. , lodging. , barbers. your answer health care. , lodging. , barbers. multiple choice single answer question the number of interlinked groups that work together in service marketing triangle are :correct answer three your answer three select the blank question the ________ model used to illustrate the factors that influence the service experience. correct answer servuction your answer servuction multiple choice multiple answer question the fluctuating demand of services can be overcome by :correct answer peak load pricing , motivating non peak consumption , in house alternative services your answer peak load pricing , motivating non peak consumption , in house alternative services select the blank question ________ can be effective in generating awareness and interest. correct answer advertising your answer selling 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 single answer question the level of service the customers hope to receive the level of performance wished for is called as :correct answer desired service your answer desired service true/false question servuction model used to illustrate the factors that influence the service experience are visible & invisible to customers.

correct answer your answer true

true

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 exhibiting admirable human qualities is especially important for brands during ________. correct answer crisis your answer crisis multiple choice single answer question in this brand strategy the brand communicates in a generic manner by developing its unique brand concept :correct answer range brand strategy your answer range brand strategy multiple choice multiple answer question the sources of customer expectations consists of :correct answer sales promises. , pricing. , advertising. your answer pricing. , advertising. , sales promises. multiple choice single answer question goods can be :correct answer standardized. your answer standardized. 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 forecast future expectations of customers. select the blank question when customers evaluate competing service, they are comparing the relative ________ value. correct answer net your answer net 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 source brand strategy

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 select the blank question added value, brand identity and an effective product, these three characteristics are ________ in nature. correct answer multiplicative your answer multiplicative multiple choice single answer question the difference between the two levels of expectations is called as :correct answer the zone of tolerance your answer the zone of tolerance true/false question internal procedures must support quality service performance. correct answer true your answer true multiple choice single answer question the service marketing triangle have evolved by :correct answer mary jo bitner your answer mary jo bitner select the blank question ________ help us in achieving our mission and vision. correct answer values your answer values true/false question the interbrand approach measures the consumer's perception of the brand which is critical for marketing decision making. correct answer false your answer false select the blank question ________ means the set of values feeding the brand's inspiration. correct answer culture your answer culture match the following question correct answer your answer usp

unique selling proposition

unique selling proposition

extraneous factor brand signals

fantasised identity

fantasised identity

sponsoring, patronage sponsoring, patronage

relationship aspect

banks and services

banks and services

true/false question brand stature is a combination of esteem and knowledge. correct answer true your answer true multiple choice single answer question it is a measure of brand's reliability of its future earnings :correct answer strength your answer strength true/false question empathy is non ability to provide caring individualized attention the firm provides its customers. correct answer false your answer false multiple choice single answer question it is a set of tasks that combine to compose the processes needed to create and deliver the service :correct answer activity your answer activity 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 select the blank question ________ helps usage extension. correct answer co-branding your answer brand extension select the blank question a service firm can also expand its supply of a service through use of ________. correct answer third parties. your answer third parties. multiple choice single answer question eventually a firm goes out of business because it :-

correct answer can't do a decent job on the core elements. your answer can't do a decent job on the core elements. select the blank question a multi brand portfolio is required when each brand has its own ________. correct answer territory your answer territory multiple choice single answer question numerous forms of communication, collectively referred as the marketing :correct answer communication mix your answer communication mix true/false question service pricing strategies are often unsuccessful. correct answer true your answer true match the following question correct answer your answer the inanimate environment features of service encounter.

all the non living features of service encounter.

service operation facilities.

service personnel & physical facilities.

servuction model

visible & invisible factors

fedex corporation aligned.

all the sides of a triangle well aligned.

all the non living

service personnel & physical

visible & invisible factors all the sides of a triangle well

multiple choice single answer question services :correct answer can not inventoried. your answer can not inventoried. multiple choice multiple answer question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice your answer free home delivery , gift wrapping , customised advice true/false question stimulus response approach and formula approach takes into consideration customer questions and individual customer needs. correct answer false your answer false

multiple choice multiple answer question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility your answer line of internal interaction , line of interaction , line of visibility multiple choice multiple answer question advantages of endorsing brand strategy are:correct answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee your answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee list of attempted questions and answers true/false question reflection provides a model with which to identify. correct answer true your answer true select the blank question in case of services ________ can not be separated from consumption. correct answer production. your answer selling. 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 loss of quality control may also be accompanied by the ________ over operating costs. correct answer loss of control your answer loss of revenue 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 for services its quality depends on :correct answer consumer's perception your answer consumer's perception multiple choice multiple answer question service skills and interactive training is required for:correct answer supporting the staff , front line employee , managers your answer supporting the staff , front line employee , managers multiple choice single answer question goods can be :correct answer standardized. your answer simultaneously produced & consumed. multiple choice single answer question strategies for enabling service promises are often referred to as :correct answer internal marketing your answer vertical marketing select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique 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. select the blank question sometimes employees can give ________ service spontaneously. correct answer extra your answer extra 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 multiple choice multiple answer question following are the service sectors :correct answer transportation. , tourism. , telephone & telegraph. your answer tourism. , telephone & telegraph.

select the blank question increase in service industry is due ________. correct answer to resource scarcity. your answer to resource scarcity. multiple choice single answer question it creates a relationship and a strong bond with the customer that grows over time :correct answer brand equity your answer brand loyalty multiple choice single answer question services are :correct answer not tangible your answer not tangible select the blank question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand your answer quality 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. , increase in health awareness. true/false question for services all three marketing activities represented by the sides of triangle are critical to success. correct answer true your answer true multiple choice multiple answer question following are the examples of style changes :correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. your answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. multiple choice multiple answer question the challenge in many service settings is to design the physical space and evidence so that it can simultaneously support the needs and preferences of : correct answer customer , employees your answer manufacturer , customer

multiple choice multiple answer question following are the people processing services directed at people's bodies :correct answer health care. , lodging. , barbers. your answer health care. , lodging. , barbers. 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 readily displayed. multiple choice single answer question the effectiveness of the service can be judged on the basis of its :correct answer outcome. your answer outcome. multiple choice single answer question the solution to inseparability problem is :correct answer selecting and training public contact personnel. your answer selecting and training public contact personnel. select the blank question the ________ has made world wide brand building easier. correct answer internet your answer internet multiple choice single answer question jan carlzon the former ceo of sas made his firm from operation driven to :correct answer customer driven airline. your answer marketing driven airline. select the blank question customer ________ is essential to building winning brands. correct answer knowledge your answer involvement true/false question product planners need to include three components in the design of the service offering. 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 marketing

true/false question responsiveness does refers to non willingness to help customers. correct answer false your answer false true/false question relationship research does not involve comprehensive approach on all aspects of customers relationship with the service. correct answer false your answer false true/false question a complex service might be introduced without any formal objective depiction of the process. correct answer true your answer false true/false question there is an ambiguity between the roles of the principal and its intermediaries when 'empowerment' is the chosen strategy. correct answer true your answer true multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer strength , relevance 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 the main solution to intangibility of service is :correct answer creating a strong brand image of an organization. your answer personal contact. 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 true select the blank question the ________ elements forms service delivery system.

correct answer visible your answer known select the blank question the extensive use of physical evidence varies by the ________. correct answer service type your answer service type match the following question correct answer your answer access does the airline have 24 hour toll free phone number? toll free phone number? customer gap

focus of the gap model focus of the gap model

credibility

does hospital have a good reputation?

does the airline have 24 hour

does hospital have a good reputation?

security is it safe to use the banks atms at night? is it safe to use the banks atms at night?

multiple choice single answer question services :correct answer can not inventoried. your answer can be displayed. multiple choice single answer question marketers should understand that zone of tolerance can even fluctuate within the same person depends upon :correct answer the situation your answer the situation multiple choice single answer question lack of patent protection is applicable for :correct answer services your answer services 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 logo multiple choice single answer question perishability of services referred to be that they :correct answer can not be saved. your answer can be stored.

list of attempted questions and answers multiple choice multiple answer question what are the visible and external facets of brand identity prism? correct answer physique , relationship , reflection your answer reflection , physique , relationship multiple choice single answer question it is today a leading edge indicator of profitability and market share tomorrow :correct answer relevant differentiation your answer relevant differentiation multiple choice single answer question it provides the same identifying function for services that a trademark provides for goods :correct answer service mark your answer generic name true/false question promotions reduce the risk of first time purchase for customers and encourages trial. correct answer true your answer true true/false question the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true select the blank question the purpose of ________ is to project a positive and consistent image to the public. correct answer socialisation your answer designing multiple choice single answer question the new retailing models provides information based benefits such as :correct answer greater customization. your answer greater customization. select the blank question the service offer should first marketed ________ & then service process in action is observed before it introduced to external market. correct answer internally your answer internally

multiple choice single answer question it is a way to expand delivery of an effective service concept to multiple sites without the level of investment capital :correct answer franchising your answer e-commerce select the blank question the customers can be ________ to address their needs. correct answer educated your answer educated match the following question correct answer your answer brand

words, symbol, concept, object words, symbol, concept, object

philips umbrella brand policy

umbrella brand policy

ariel

procter and gamble

procter and gamble

food, cosmetics sector range brand policy

line brand policy

multiple choice single answer question it is used to help decisions on where to locate super markets relative to prospective customer's homes and work place :correct answer retail gravity model your answer retail gravity model multiple choice multiple answer question blue prints are particularly useful at which stages of service development? correct answer design , redesign your answer design , production true/false question customers who are attracted by cut-price offers cannot easily be enticed away by another offer from a competitor. correct answer false your answer false true/false question levels of customer contact is used as variable in services classification. correct answer true your answer true 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 , better prices

true/false question profound customer knowledge is essential to building winning brands correct answer true your answer true multiple choice multiple answer question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice your answer free home delivery , gift wrapping , customised advice select the blank question channel ________ can occur between service provider and service intermediary. correct answer conflict your answer conflict select the blank question the ________ of the brand is always stronger than its extensions. correct answer core your answer core multiple choice multiple answer question reasons for extending a brand are:correct answer innovation , adds to image , to defend a brand at risk your answer innovation , adds to image , to defend a brand at risk select the blank question the loss of quality control may also be accompanied by the ________ over operating costs. correct answer loss of control your answer loss of control multiple choice single answer question service encounter may takes place between customers and :correct answer service employees. your answer service employees. true/false question control can have negative ramifications within intermediaries. correct answer true your answer true select the blank question ________ is usually specific to a time period, price or customer group. correct answer sales promotion your answer sales promotion

multiple choice single answer question it promises a relevant, differentiated purchase motivating benefit to the target customer :correct answer strong brand your answer competitor's brand multiple choice single answer question numerous forms of communication, collectively referred as the marketing :correct answer communication mix your answer promotion mix multiple choice single answer question it is a measure of brand's reliability of its future earnings :correct answer strength your answer leadership true/false question services are not patentable. correct answer true your answer true select the blank question time, fatigue, negative feelings etc are the ________ costs of service. correct answer non-financial your answer psychological multiple choice multiple answer question brand equity is related to which categories of customers? correct answer satisfied customer. would incur cost for brand change , customer values brand and sees it as friend , customer devoted to the brand your answer customer values brand and sees it as friend , customer devoted to the brand select the blank question the ________ as a supply strategy used to assist during peak demand periods. correct answer part time employees your answer part time employees multiple choice single answer question it survives because it exceeds customer expectations :correct answer brand your answer brand multiple choice single answer question these messages often include promises about the benefits that customers will receive and the quality of service delivery :correct answer communication your answer communication

true/false question market value method is used when valuing your own brand image for inclusion in the balance sheet. correct answer false your answer false true/false question the business strategy in a production line organisation is one of differentiation and customisation. correct answer false your answer true multiple choice single answer question selling goods and services through the internet is called :correct answer e-commerce your answer e-commerce multiple choice single answer question consumer judges the quality of services on the basis of :correct answer outcome was delivered. your answer outcome was delivered. 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 multiple answer question the basic criteria for an effective service research programme includes :correct answer qualitative & quantitative research. , expectations & perceptions of customers. , occurs with appropriate frequency. your answer qualitative & quantitative research. , expectations & perceptions of customers. multiple choice multiple answer question ways to achieve emotional connection towards a brand are:correct answer advertising , quality of front line customers , company sponsors consumer events your answer advertising , sales promotion , company sponsors consumer events 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.

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 delivery match the following question correct answer your answer speed and delivery of services is a issue due to heterogeneity nature. standardization possible solution to heterogeneity of services. heterogeneity of services.

heterogeneity nature.

possible solution to

consumer management.possible solution to inseparability of services. inseparability of services.

possible solution to

inseparability refers to the involvement of other customers in the service production process. the involvement of other customers in the service production process.

multiple choice single answer question when the delivery of core product is outsourced to an intermediary, it is called :correct answer franchising your answer pedestrian counts multiple choice multiple answer question through brand building mechanism, following are built :correct answer brand awareness , confidence , brand equity your answer brand awareness , confidence , brand equity

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 principal and intermediaries are too dependent

service

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. retail trade.

indian institute of management. indian institute of management.

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.

list of attempted questions and answers multiple choice single answer question it links resource expenses to the variety and complexity of products produced :correct answer abc your answer abc multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , strength select the blank question performance of services is ________. correct answer intangible. your answer intangible. multiple choice single answer question the skill and knowledge necessary to do the job is :correct answer service competencies your answer service competencies select the blank question in case of services ________ can not be separated from consumption. correct answer production. your answer production.

true/false question gap model is developed by zeithaml & bitner. correct answer true your answer true select the blank question service employees basically perform ________ functions. correct answer marketing your answer personnel multiple choice single answer question it is estimating the total financial value of the brand :correct answer brand valuation your answer brand valuation multiple choice single answer question it is defined as the positive differential effect that knowing the brand name has on customer response to the product or service :correct answer brand equity your answer brand equity multiple choice multiple answer question emotional loyalty can be brought about in the following ways:correct answer personal relationship with the brand , user community your answer personal relationship with the brand , user community multiple choice multiple answer question the challenge in many service settings is to design the physical space and evidence so that it can simultaneously support the needs and preferences of : correct answer customer , employees your answer customer , employer , employees multiple choice multiple answer question following has brought changes in the way people now shop a days :correct answer computers , internet your answer catalogues , internet , malls true/false question front office automation has also revolutionised the sales function. correct answer true your answer true select the blank question perishability refers to the service provider's inability to ________. correct answer inventory services. your answer inventory services.

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 , caring multiple choice single answer question when technical quality of services can not be evaluated easily customers depend on their :correct answer own cues. your answer own perception. 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. match the following question correct answer your answer television broadcasting. channel 7.

channel 7.

railroad transportation. konkan railway. konkan railway. education services. retail trade.

indian institute of management. indian institute of management.

food world.

food world.

multiple choice single answer question this brand strategy reinforces the selling price of the brand and creates a strong brand image :correct answer line brand strategy your answer line brand strategy select the blank question every service encounter has its share of ________ customers. correct answer misbehaving your answer misbehaving multiple choice single answer question it is a measure of brand's potential profitability :correct answer earnings your answer earnings select the blank question the ________ model used to illustrate the factors that influence the service experience. correct answer servuction

your answer

servuction

select the blank question increase in service industry is due ________. correct answer to resource scarcity. your answer to resource scarcity. multiple choice single answer question marketers can have some control over their customer's impressions by :correct answer understanding cues. your answer understanding cues. true/false question service industry is a zero growth industry. correct answer false your answer false multiple choice single answer question this approach is based on the assumption that all customers can be persuaded by the same message :correct answer selling formula approach your answer selling formula approach 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 principal and intermediaries are too dependent

select the blank question brand ________ results from the concentrated efforts on a few brands. correct answer extension your answer loyalty select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique

service

true/false question stimulus response approach and formula approach takes into consideration customer questions and individual customer needs. correct answer false your answer false multiple choice multiple answer question advantages of a range brand policy are:correct answer focuses on single brand image , creates brand capital , cost of launch is low your answer creates brand capital , cost of launch is low , focuses on single brand image true/false question services are deeds and efforts. correct answer true your answer false 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 multiple answer question names of customer relationship building approaches are:correct answer financial benefits , structural ties , social benefits your answer social benefits , cultural benefits multiple choice multiple answer question what are the internal facets of brand identity prism? correct answer personality , culture , self image your answer personality , culture , self image multiple choice multiple answer question following are possessing processing services directed at physical posessions :correct answer freight transportation. , repair & maintenance. , warehousing / storage. your answer freight transportation. , repair & maintenance. , warehousing / storage. select the blank question nature of service quality is ________. correct answer multi dimensional your answer multi dimensional 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 multi brand policy can stop any new competitor's entering a market. correct answer true your answer true multiple choice single answer question it is a set of tasks that combine to compose the processes needed to create and deliver the service :correct answer activity your answer activity select the blank question contact employee personifies the ________ in the customer's eye. correct answer firm your answer culture true/false question the interbrand approach measures the consumer's perception of the brand which is critical for marketing decision making. correct answer false your answer false multiple choice single answer question the main solution to intangibility of service is :correct answer creating a strong brand image of an organization. your answer creating a strong brand image of an organization. multiple choice multiple answer question advantages of a generalist approach are:correct answer maximises advertising synergy , customer loyalty , allows for existence of two separate dealers your answer maximises advertising synergy , customer loyalty multiple choice single answer question the services lacks of :correct answer service inventories. your answer service inventories. true/false question service development, design & delivery are intricately intertwined, hence they should not work together. correct answer true your answer false multiple choice multiple answer

question following are the examples of style changes :correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. your answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms.

list of attempted questions and answers select the blank question there are ________ ways of testing the response to marketing mix variables. correct answer alternative your answer seven match the following question correct answer your answer access does the airline have 24 hour toll free phone number? toll free phone number? customer gap

focus of the gap model focus of the gap model

credibility

does hospital have a good reputation?

does the airline have 24 hour

does hospital have a good reputation?

security is it safe to use the banks atms at night? is it safe to use the banks atms at night?

multiple choice single answer question goods can be :correct answer standardized. your answer standardized. select the blank question the ________ offers an excellent way to understand customer's service experience. correct answer flowcharting your answer circles multiple choice multiple answer question mental stimulus processing services directed at people's minds are :correct answer psychotherapy. , music concerts. , education. your answer psychotherapy. , music concerts. , education. select the blank question ________ help us in achieving our mission and vision. correct answer values your answer goals

multiple choice single answer question services are :correct answer not tangible your answer not tangible match the following question correct answer your answer service operation facilities.

service personnel & physical facilities.

servuction model

visible & invisible factors

fedex corporation aligned.

all the sides of a triangle well aligned.

the inanimate environment features of service encounter.

service personnel & physical

visible & invisible factors all the sides of a triangle well

all the non living features of service encounter.

all the non living

true/false question the value of a brand depreciates if there are no inflows in the form of value addition to the brand. correct answer true your answer true multiple choice multiple answer question following are the people processing services directed at people's bodies :correct answer health care. , lodging. , barbers. your answer health care. , lodging. , recycling. multiple choice multiple answer question service blue print supports which approaches to quality improvement? correct answer top down , bottom up your answer top down , bottom up 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 ________ is the main focus of brand advertising. correct answer personality your answer personality 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 many ________ also sell insurance products and collect commission but are not normally involved in handling claims. correct answer banks your answer financial institutions select the blank question ________ involves recognising that the public's knowledge of an alliance is added value. correct answer co-branding your answer brand extension select the blank question creating ________ is the ultimate objective behind building a brand. correct answer apostles your answer apostles multiple choice multiple answer question online emotional connection and loyalty can be accomplished through:correct answer chat rooms , surveys , guest books your answer chat rooms , guest books multiple choice single answer question it is the outward expression of the brand's inner substance :correct answer brand message your answer brand image 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 market value method multiple choice multiple answer question service expectation meetings & reviews techniques of service quality research is made up of :correct answer asking clients what they expect , enquiring the particular aspects of service , requesting client to provide ranking as per his requirements your answer asking clients what they expect , enquiring the particular aspects of service , requesting client to provide ranking as per his requirements true/false question building a blue print is not a task that can be assigned to one person or one functional area. correct answer true your answer true

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 multiple choice multiple answer question brand strength is measured against which key attributes? correct answer market , leadership , geography your answer market , leadership 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 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. multiple choice single answer question it involves long hours of standing and working with customers who may not always be pleasant and can get on one's nerves :correct answer retail selling your answer retail selling 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 communication dimension of service quality includes :correct answer listening to customers. , keeping them informed. , simple language to be used. your answer listening to customers. , keeping them informed. , simple language to be used. 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 select the blank

question many companies have adopted the idea that employees are also ________ of the organisation. correct answer customers your answer customers true/false question services are intangibles. correct answer true your answer true true/false question the displaying or communicating of services are very easy. correct answer false your answer false 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 multiple answer question the various sources of mass media are :correct answer radio , television , newspapers and magazines your answer radio , television , newspapers and magazines true/false question services can easily stored. 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 true/false question brand identity focuses too much on brand appearance and not enough on brand essence. correct answer false your answer true multiple choice multiple answer question countries who are members of super brand are:correct answer india , hong kong , australia your answer india , hong kong , australia

multiple choice single answer question it is important that marketers should have full knowledge of customer's :correct answer expectations your answer expectations multiple choice single answer question services :correct answer can not inventoried. your answer can not inventoried. multiple choice single answer question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :correct answer assurance your answer responsiveness multiple choice single answer question it is the defining aspect of a brand :correct answer relevant differentiation your answer value select the blank question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand your answer demand select the blank question all firms need to be aware of customer expectation of ________. correct answer reliability your answer reliability multiple choice multiple answer question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility your answer line of internal interaction , line of interaction , line of visibility 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 list of attempted questions and answers true/false

question too much crowding of ads leads to customer ignoring ads or not registering in the mind. correct answer true your answer true multiple choice multiple answer question the gap exists in service quality due to :correct answer difference in customer expectation. , difference in receipt of service by customer. , non selection of right service standards. your answer difference in customer expectation. , difference in receipt of service by customer. , non selection of right service standards. 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 transitory select the blank question performance of services is ________. correct answer intangible. your answer intangible. select the blank question ________ help us in achieving our mission and vision. correct answer values your answer values 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 select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique multiple choice single answer question this approach to selling is based on the premise that for a given stimulus, there is a particular response :-

correct answer stimulus-response your answer stimulus-response select the blank question there are ________ ways of testing the response to marketing mix variables. correct answer alternative your answer alternative multiple choice multiple answer question service blue print supports which approaches to quality improvement? correct answer top down , bottom up your answer top down , bottom up select the blank question exhibiting admirable human qualities is especially important for brands during ________. correct answer crisis your answer crisis 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. select the blank question the marketers of services emphasize on tangibilising the ________. correct answer intangibles your answer reliables select the blank question a multi brand portfolio is required when each brand has its own ________. correct answer territory your answer identity multiple choice single answer question the main solution to intangibility of service is :correct answer creating a strong brand image of an organization. your answer creating a strong brand image of an organization. multiple choice single answer question for services its quality depends on :correct answer consumer's perception your answer consumer's perception multiple choice single answer question it survives because it exceeds customer expectations :correct answer brand

your answer

brand

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. multiple choice multiple answer question following are the service sectors :correct answer telephone & telegraph. , transportation. , tourism. your answer transportation. , tourism. , telephone & telegraph. multiple choice multiple answer question reasons for extending a brand are:correct answer innovation , adds to image , to defend a brand at risk your answer innovation , adds to image , to defend a brand at risk true/false question front office automation has also revolutionised the sales function. correct answer true your answer true 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 multiple choice single answer question situational factors of model of customer expectation includes :correct answer bad weather your answer bad weather match the following question correct answer your answer no brand extension

murphy brand

murphy brand

disadvantages of line extension brand name losing its specific meaning brand name losing its specific meaning innovation brand up to date and respond to changes in customer tastes and expectations brand up to date and respond to changes in customer tastes and expectations brand extensionresults from concentration of efforts on a few brands concentration of efforts on a few brands

results from

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. 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 multiple choice single answer question service quality is a critical component of :correct answer customer perception. your answer customer perception. 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 it is estimating the total financial value of the brand :correct answer brand valuation your answer brand valuation multiple choice multiple answer question following are the people processing services directed at people's bodies :correct answer health care. , lodging. , barbers. your answer health care. , barbers. multiple choice multiple answer question following are the examples of style changes :correct answer outfitting service employees in new uniforms. , repainting retail branches. , vehicles in new colour schemes. your answer vehicles in new colour schemes. , outfitting service employees in new uniforms. true/false question coupons cannot be printed on the backs of atm receipts. correct answer false your answer false true/false question

distributing an innovation to all brands minimises the ability to justify a premium

price for the top innovative brand. correct answer true your answer true select the blank question the discounted rate is based on the ________ rate. correct answer risk free your answer risk free 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 multiple choice multiple answer question negative critical incidents resolved have great potential for :correct answer increasing brand loyalty. , increased brand preference. , increasing customer loyalty. your answer increasing brand loyalty. , increased brand preference. , increasing customer loyalty. 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 true/false question service culture can be developed quickly. correct answer false your answer false match the following question correct answer your answer element of effective research programme customer satisfaction

customer panels

customer panels

consumers fulfillment response. consumers fulfillment response.

research objective for service service performance.

to monitor & track service performance. to monitor & track

criteria for effective research programmeincludes qualitative & quantitative research includes qualitative & quantitative research

multiple choice single answer question it is the worst indicator of profitability:correct answer price

your answer

price

multiple choice single answer question this phenomenon is inherent in the luxury goods sector :correct answer brand extension your answer brand extension multiple choice multiple answer question mental stimulus processing services directed at people's minds are :correct answer psychotherapy. , music concerts. , education. your answer psychotherapy. , music concerts. , education. select the blank question the ________ has made world wide brand building easier. correct answer internet your answer internet multiple choice single answer question this brand strategy gives its approval to a wide diversity of products grouped under product brands, line brands or range brands :correct answer endorsing brand strategy your answer endorsing brand strategy multiple choice single answer question which of the communication mix element includes corporate logos? correct answer corporate design your answer corporate design true/false question two major dimensions of y & r model are: leadership and stability. correct answer false your answer true list of attempted questions and answers select the blank question ________ creates emotional connection and loyalty. correct answer community your answer brand loyalty multiple choice multiple answer question the sources of customer expectations consists of :correct answer pricing. , advertising. , sales promises. your answer advertising. , sales promises. , pricing. select the blank

question performance of services is ________. correct answer intangible. your answer intangible. multiple choice single answer question when customer interacts with the service company :correct answer a service encounter said to have occurred. your answer a service encounter said to have occurred. multiple choice single answer question it is the outward expression of the brand's inner substance :correct answer brand message your answer brand message multiple choice multiple answer question names of customer relationship building approaches are:correct answer financial benefits , structural ties , social benefits your answer financial benefits , structural ties , social benefits select the blank question the ________ as a supply strategy used to assist during peak demand periods. correct answer part time employees your answer part time employees multiple choice single answer question adequate service is also known as :correct answer lower level of service your answer middle level of service select the blank question individualized attention given to customers refers to ________. correct answer empathy your answer empathy multiple choice multiple answer question the possible solutions to inseparability problem of services are :correct answer emphasis on selecting and training public contact personnel. , consumer management. , use of multisite locations. your answer emphasis on selecting and training public contact personnel. , consumer management. , use of multisite locations. multiple choice multiple answer question thinking of recruiting activity results in addressing issues of:correct answer market (employee) segmentation , product (job) design your answer market (employee) segmentation , market positioning , product (job) design true/false

question services can easily stored. correct answer false your answer false multiple choice single answer question it is important that marketers should have full knowledge of customer's :correct answer expectations your answer expectations match the following question correct answer your answer the inanimate environment features of service encounter.

all the non living features of service encounter.

service operation facilities.

service personnel & physical facilities.

servuction model

visible & invisible factors

fedex corporation aligned.

all the sides of a triangle well aligned.

all the non living

service personnel & physical

visible & invisible factors all the sides of a triangle well

multiple choice single answer question augmented product refers to :correct answer extended product. your answer extended product. multiple choice single answer question services faces difficulties in :correct answer displaying your answer displaying multiple choice multiple answer question the three overlapping subsystems are :correct answer service marketing , service operations , service delivery your answer service operations , service delivery , service marketing multiple choice multiple answer question the main don'ts kept in mind in face to face contacts with customers are :correct answer blame the colleagues , show favoritism , promise what you can not perform your answer blame the colleagues , show favoritism , promise what you can not perform 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

select the blank question there are ________ ways of testing the response to marketing mix variables. correct answer alternative your answer alternative 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 single answer question services are :correct answer not tangible your answer not tangible multiple choice multiple answer question personal sources of information are :correct answer family , friends , opinion leaders your answer family , friends , radio true/false question service pricing strategies are often unsuccessful. correct answer true your answer true multiple choice single answer question it is used to help decisions on where to locate super markets relative to prospective customer's homes and work place :correct answer retail gravity model your answer retail gravity model 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 single answer question selling goods and services through the internet is called :correct answer e-commerce your answer e-commerce 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 , caring select the blank question ________ is the main focus of brand advertising. correct answer personality your answer personality 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 image multiple choice single answer question who the people who produce revenue and build customer relationships for the company? correct answer front line employees your answer front line employees select the blank question the scope & ________ of the service marketing system vary sharply from one firm to other. correct answer structure your answer credibility multiple choice multiple answer question reasons for customers to buy from virtual stores are :correct answer broad selection , better prices , convenience your answer convenience , broad selection , better prices match the following question correct answer your answer access does the airline have 24 hour toll free phone number? toll free phone number? customer gap

focus of the gap model focus of the gap model

credibility

does hospital have a good reputation?

does the airline have 24 hour

does hospital have a good reputation?

security is it safe to use the banks atms at night? is it safe to use the banks atms at night?

true/false question a multi brand policy can stop any new competitor's entering a market. correct answer true your answer true

multiple choice multiple answer question blue prints are particularly useful at which stages of service development? correct answer design , redesign your answer design , redesign select the blank question market value of the firm is equal to stock price multiplied by ________. correct answer number of shares your answer value of each share true/false question brand strength is a combination of differentiation and relevance. correct answer true your answer true multiple choice multiple answer question through brand building mechanism, following are built :correct answer brand awareness , confidence , brand equity your answer brand awareness , confidence , brand equity true/false question services are intangibles. correct answer true your answer true multiple choice multiple answer question which of the features are on the right side of the brand identity hexagonal prism? correct answer personality , culture , self image your answer personality , culture , self image 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 true/false question gap model is developed by zeithaml & bitner. correct answer true your answer true select the blank question contact employee personifies the ________ in the customer's eye. correct answer firm your answer firm

true/false question critical study are not useful as alternatives to complaint solicitation. correct answer false your answer false select the blank question increased service delivery during peak periods is ________ service intensifiers. correct answer transitory your answer transitory true/false question closing the customer gap is not the outcome of gap model. correct answer false your answer false

-list of attempted questions and answers select the blank question added value, brand identity and an effective product, these three characteristics are ________ in nature. correct answer multiplicative your answer multiplicative select the blank question many companies have adopted the idea that employees are also ________ of the organisation. correct answer customers your answer customers multiple choice multiple answer question functions of retail salespersons are:correct answer customer contact , stock work , house keeping your answer customer contact , stock work , house keeping multiple choice single answer question which of the following is the characteristic of services? correct answer inseparability your answer inseparability multiple choice single answer question services :correct answer can not inventoried. your answer can patented.

multiple choice single answer question d in aida stands for :correct answer desire your answer direction multiple choice single answer question it is one of the recent concepts in service marketing :correct answer brand identity your answer brand identity multiple choice single answer question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :correct answer assurance your answer assurance 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 building a blue print is not a task that can be assigned to one person or one functional area. correct answer true your answer true multiple choice single answer question the growth of internet leads to changes in:correct answer new start up business employing new retailing models. your answer old start up business employing new retailing models. true/false question for a retailer, brand is a means and not a necessity. correct answer true your answer true true/false question for services all three marketing activities represented by the sides of triangle are critical to success. correct answer true your answer true 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 single answer question it is defined as the positive differential effect that knowing the brand name has on customer response to the product or service :correct answer brand equity your answer brand equity multiple choice single answer question during which stage of 'innovation adoption ' model, customers try the product/ service for the first time and decide whether to adopt the product/ service? correct answer trial your answer adoption select the blank question a brand is ________ only when it has matured uniformly worldwide and offers the same message to its market internationally and simultaneously. correct answer global your answer global true/false question a brand should strive to create a sense of community. correct answer true your answer true select the blank question brand ________ results from the concentrated efforts on a few brands. correct answer extension your answer extension 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 select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique match the following question correct answer your answer wealth creators brands economic benefits airline frequent flyer programs

financial benefits

financial benefits

interest linkages

structural ties

process of wealth creation

structural ties

brand building social benefits

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 multiple choice multiple answer question service failures can happen in several ways like :correct answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. your answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. select the blank question sometimes employees can give ________ service spontaneously. correct answer extra your answer extra select the blank question ________ are at the crux of transactions and exchanges between people. correct answer brands your answer brands multiple choice multiple answer question features of quality service are:correct answer reliability , responsiveness , empathetic your answer reliability , responsiveness multiple choice single answer question it implies that employees will pay attention, listen, adapt and be flexible in delivering what customers need :correct answer empathy your answer assurance true/false question the business strategy in a production line organisation is one of differentiation and customisation. correct answer false your answer false select the blank question every service encounter has its share of ________ customers. correct answer misbehaving

your answer

misbehaving

multiple choice multiple answer question following has brought changes in the way people now shop a days :correct answer computers , internet your answer computers , internet multiple choice multiple answer question service blue print supports which approaches to quality improvement? correct answer top down , bottom up your answer top down , bottom up 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 stimulus-response true/false question external brand building is essential to internal brand building. correct answer false your answer true multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , strength multiple choice multiple answer question expectations of customers towards a product / service are formed on the basis of :correct answer past experiences , word of mouth , advertising your answer past experiences , word of mouth multiple choice single answer question it is the satisfaction linked to the attractiveness of the brand, to its logo, to its communication :correct answer hedonistic your answer hedonistic select the blank question perishability refers to the service provider's inability to ________. correct answer inventory services. your answer inventory services. multiple choice single answer question goods can be :-

correct answer standardized. your answer standardized. 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 historic cost method select the blank question the ________ of the brand is always stronger than its extensions. correct answer core your answer core 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. multiple choice single answer question this method is used when business is acquired for the brand name of its product mainly :correct answer market value method your answer market value method 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 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 match the following question correct answer your answer an attention paid to customer by waiter satisfied hotel customer.unsatisfied customer. cit methodology collecting critical incidents data. collecting critical incidents data. sas

customer driven airline. satisfied hotel customer.

good customer encounter

increase in brand loyalty.

decrease in brand preference.

multiple choice single answer question this approach is based on the assumption that all customers can be persuaded by the same message :correct answer selling formula approach your answer selling formula approach list of attempted questions and answers select the blank question added value, brand identity and an effective product, these three characteristics are ________ in nature. correct answer multiplicative your answer multiplicative select the blank question many companies have adopted the idea that employees are also ________ of the organisation. correct answer customers your answer customers multiple choice multiple answer question functions of retail salespersons are:correct answer customer contact , stock work , house keeping your answer customer contact , stock work , house keeping multiple choice single answer question which of the following is the characteristic of services? correct answer inseparability your answer inseparability multiple choice single answer question services :correct answer can not inventoried. your answer can patented. multiple choice single answer question d in aida stands for :correct answer desire your answer direction multiple choice single answer question it is one of the recent concepts in service marketing :correct answer brand identity your answer brand identity

multiple choice single answer question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :correct answer assurance your answer assurance 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 building a blue print is not a task that can be assigned to one person or one functional area. correct answer true your answer true multiple choice single answer question the growth of internet leads to changes in:correct answer new start up business employing new retailing models. your answer old start up business employing new retailing models. true/false question for a retailer, brand is a means and not a necessity. correct answer true your answer true true/false question for services all three marketing activities represented by the sides of triangle are critical to success. correct answer true your answer true 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 single answer question it is defined as the positive differential effect that knowing the brand name has on customer response to the product or service :correct answer brand equity your answer brand equity multiple choice single answer question during which stage of 'innovation adoption ' model, customers try the product/ service for the first time and decide whether to adopt the product/ service? correct answer trial

your answer

adoption

select the blank question a brand is ________ only when it has matured uniformly worldwide and offers the same message to its market internationally and simultaneously. correct answer global your answer global true/false question a brand should strive to create a sense of community. correct answer true your answer true select the blank question brand ________ results from the concentrated efforts on a few brands. correct answer extension your answer extension 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 select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique match the following question correct answer your answer wealth creators brands economic benefits airline frequent flyer programs interest linkages

financial benefits

structural ties

process of wealth creation

financial benefits

structural ties

brand building social benefits

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 multiple choice multiple answer

question service failures can happen in several ways like :correct answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. your answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. select the blank question sometimes employees can give ________ service spontaneously. correct answer extra your answer extra select the blank question ________ are at the crux of transactions and exchanges between people. correct answer brands your answer brands multiple choice multiple answer question features of quality service are:correct answer reliability , responsiveness , empathetic your answer reliability , responsiveness multiple choice single answer question it implies that employees will pay attention, listen, adapt and be flexible in delivering what customers need :correct answer empathy your answer assurance true/false question the business strategy in a production line organisation is one of differentiation and customisation. correct answer false your answer false select the blank question every service encounter has its share of ________ customers. correct answer misbehaving your answer misbehaving multiple choice multiple answer question following has brought changes in the way people now shop a days :correct answer computers , internet your answer computers , internet multiple choice multiple answer question service blue print supports which approaches to quality improvement? correct answer top down , bottom up your answer top down , bottom up

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 stimulus-response true/false question external brand building is essential to internal brand building. correct answer false your answer true multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , strength multiple choice multiple answer question expectations of customers towards a product / service are formed on the basis of :correct answer past experiences , word of mouth , advertising your answer past experiences , word of mouth multiple choice single answer question it is the satisfaction linked to the attractiveness of the brand, to its logo, to its communication :correct answer hedonistic your answer hedonistic select the blank question perishability refers to the service provider's inability to ________. correct answer inventory services. your answer inventory services. multiple choice single answer question goods can be :correct answer standardized. your answer standardized. 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 historic cost method select the blank question the ________ of the brand is always stronger than its extensions. correct answer core

your answer

core

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. multiple choice single answer question this method is used when business is acquired for the brand name of its product mainly :correct answer market value method your answer market value method 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 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 match the following question correct answer your answer an attention paid to customer by waiter satisfied hotel customer.unsatisfied customer. cit methodology collecting critical incidents data. collecting critical incidents data. sas

customer driven airline. satisfied hotel customer.

good customer encounter

increase in brand loyalty.

decrease in brand preference.

multiple choice single answer question this approach is based on the assumption that all customers can be persuaded by the same message :correct answer selling formula approach your answer selling formula approach

list of attempted questions and answers

select the blank question a service firm can also expand its supply of a service through use of ________. correct answer third parties. your answer first parties multiple choice single answer question the new retailing models provides information based benefits such as :correct answer greater customization. your answer greater customization. multiple choice single answer question it involves recognising that the public knowledge of an alliance is added value :correct answer brand extension your answer innovation 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 multiple choice multiple answer question the various sources of mass media are :correct answer radio , television , newspapers and magazines your answer radio , television , newspapers and magazines select the blank question ________ and education often go hand in hand. correct answer promotion your answer promotion select the blank question the goods can be ________ at one locality and transported for sale in another locality. correct answer produced your answer produced 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 the ________ model used to illustrate the factors that influence the service experience. correct answer servuction your answer servuction

true/false question extensions can be made in all directions. correct answer false your answer false match the following question correct answer your answer issue of airline miles in return for a purchase face to face communication

sampling

personal selling personal selling

fund raising, recognition and reward programs samples, coupons, gifts etc

couponing

public relations advertising

sales promotion couponing

select the blank question exhibiting admirable human qualities is especially important for brands during ________. correct answer crisis your answer selling multiple choice single answer question jan carlzon the former ceo of sas made his firm from operation driven to :correct answer customer driven airline. your answer customer driven airline. 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 , packaging multiple choice multiple answer question negative critical incidents resolved have great potential for :correct answer increasing brand loyalty. , increased brand preference. , increasing customer loyalty. your answer switching to other firm. , increasing brand loyalty. true/false question goods are sold first and then produced and consumed simultaneously. correct answer false your answer true multiple choice single answer question in this method, revenues of an unbranded competing product are deducted from the revenues of a comparable branded product to establish the premium value of the brand :correct answer price premium method

your answer

price premium method

multiple choice single answer question these messages often include promises about the benefits that customers will receive and the quality of service delivery :correct answer communication your answer communication true/false question empathy is non ability to provide caring individualized attention the firm provides its customers. correct answer false 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 types of competition based pricing are:correct answer price leadership , negotiation your answer price leadership , flat rate pricing multiple choice single answer question services are said to be intangible because they are :correct answer performers. your answer performers. multiple choice multiple answer question brand strength is measured against which key attributes? correct answer market , leadership , geography your answer market , leadership select the blank question ________ are useful for adjusting demand and supply fluctuations. correct answer price promotion your answer place promotion multiple choice multiple answer question following are the people processing services directed at people's bodies :correct answer health care. , lodging. , barbers. your answer health care. , lodging. multiple choice single answer question it is estimating the total financial value of the brand :correct answer brand valuation

your answer

brand loyalty

multiple choice multiple answer question the challenge in many service settings is to design the physical space and evidence so that it can simultaneously support the needs and preferences of : correct answer customer , employees your answer manufacturer , customer select the blank question the service offer should first marketed ________ & then service process in action is observed before it introduced to external market. correct answer internally your answer at middle level multiple choice multiple answer question the gap exists in service quality due to :correct answer difference in customer expectation. , difference in receipt of service by customer. , non selection of right service standards. your answer difference in customer expectation. , difference in receipt of service by customer. true/false question services are sold first and then produced and consumed simultaneously. correct answer true your answer true multiple choice single answer question lack of patent protection is applicable for :correct answer services your answer services multiple choice single answer question "service profit chain" shows the interrelationship between :correct answer customer and employee satisfaction your answer customer and employee satisfaction multiple choice single answer question the difference between the two levels of expectations is called as :correct answer the zone of tolerance your answer the zone of perception multiple choice multiple answer question following are the examples of style changes :correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. your answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms.

select the blank question physical evidence of the service is located at ________ of the blue print. correct answer top your answer top true/false question service development, design & delivery are intricately intertwined, hence they should not work together. correct answer true your answer true select the blank question one of the methods of motivating the service providing employees is through ________ statement. correct answer mission your answer mission multiple choice multiple answer question functions of sales promotion are:correct answer adds value , competitive edge , boost sales your answer adds value , competitive edge , boost sales 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 match the following question correct answer your answer brand equity measure connection

first recall awareness

customer insights

internet brand positioning

amazon.com

awareness, relevant differentiation, emotional

for purchasing and finding books

customer brand insistence brand equity

internet

awareness, relevant differentiation, emotional connection

select the blank question the ________ has made world wide brand building easier. correct answer internet your answer internet select the blank question ________ helps usage extension.

correct answer co-branding your answer co-branding true/false question the interbrand approach measures the consumer's perception of the brand which is critical for marketing decision making. correct answer false your answer false true/false question the classic concept of branding leads to an increasing number of brand. correct answer true your answer true multiple choice single answer question external marketing refers to :correct answer making promises. your answer making promises. true/false question the quarrelsome refers to those misbehaving customers who quarrel with other customers or with their own group members. correct answer false your answer false true/false question blue prints can be used to isolate failure points or bottlenecks in the service process correct answer true your answer true list of attempted questions and answers 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 single answer question a brand must correspond to only one product. this is called :correct answer procterian dogma your answer innovation true/false question stimulus response approach and formula approach takes into consideration customer questions and individual customer needs.

correct answer your answer false

false

multiple choice single answer question these messages often include promises about the benefits that customers will receive and the quality of service delivery :correct answer communication your answer sales promotion multiple choice multiple answer question ways to achieve emotional connection towards a brand are:correct answer advertising , quality of front line customers , company sponsors consumer events your answer quality of front line customers , company sponsors consumer events multiple choice single answer question services :correct answer can not inventoried. your answer can not inventoried. match the following question correct answer your answer television broadcasting. channel 7.

channel 7.

railroad transportation. konkan railway. konkan railway. education services. retail trade.

indian institute of management. indian institute of management.

food world.

food world.

multiple choice multiple answer question reasons for extending a brand are:correct answer innovation , adds to image , to defend a brand at risk your answer innovation , adds to image , to defend a brand at risk multiple choice single answer question augmented product refers to :correct answer extended product. your answer extended product. multiple choice single answer question goods can be :correct answer standardized. your answer standardized. multiple choice multiple answer

question following are the examples of style changes :correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. your answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. multiple choice multiple answer question emotional loyalty can be brought about in the following ways:correct answer personal relationship with the brand , user community your answer personal relationship with the brand , user community multiple choice multiple answer question mental stimulus processing services directed at people's minds are :correct answer psychotherapy. , music concerts. , education. your answer psychotherapy. , music concerts. , education. multiple choice single answer question services are :correct answer not tangible your answer not tangible multiple choice single answer question it consists of introducing additional items in the same product category under the same brand :correct answer line extension your answer line extension select the blank question the ________ offers an excellent way to understand customer's service experience. correct answer flowcharting your answer flowcharting multiple choice single answer question the only way to achieve brand extension is by:correct answer renewing the product your answer introducing new product true/false question one of the problem encountered with range product strategy is of brand opacity. correct answer true your answer true 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 principal and intermediaries are too dependent

service

multiple choice multiple answer question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility your answer line of internal interaction , line of interaction , line of visibility select the blank question a multi brand portfolio is required when each brand has its own ________. correct answer territory your answer territory select the blank question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand your answer demand multiple choice single answer question for services its quality depends on :correct answer consumer's perception your answer consumer's perception 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 value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , strength 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.

select the blank question in case of services there is ________ between the service provider and other customers. correct answer interconnection your answer connection true/false question market value method is used when valuing your own brand image for inclusion in the balance sheet. correct answer false your answer false select the blank question all firms need to be aware of customer expectation of ________. correct answer reliability your answer reliability select the blank question the loss of quality control may also be accompanied by the ________ over operating costs. correct answer loss of control your answer loss of revenue 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 single answer question employee appearance and dress are important dimensions of which service quality? correct answer tangibles your answer tangibles multiple choice single answer question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :correct answer assurance your answer responsiveness true/false question the quarrelsome refers to those misbehaving customers who quarrel with other customers or with their own group members. correct answer false your answer true true/false

question profound customer knowledge is essential to building winning brands correct answer true your answer true true/false question customers who are attracted by cut-price offers cannot easily be enticed away by another offer from a competitor. correct answer false your answer false multiple choice single answer question it is one of the recent concepts in service marketing :correct answer brand identity your answer brand identity multiple choice multiple answer question advantages of source brand strategy are:correct answer products are directly named , ability to provide difference , ability to provide depth your answer products are directly named , ability to provide difference , ability to provide depth 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 select the blank question ________ helps usage extension. correct answer co-branding your answer co-branding true/false question the greater the number of different services a customer purchases from a single supplier, the closer the relationship. correct answer true your answer true 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 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 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. true/false question promotions reduce the risk of first time purchase for customers and encourages trial. correct answer true your answer true select the blank question brand's ________ is a measure of its reliability of its future earnings. correct answer strength your answer strength select the blank question ________ help us in achieving our mission and vision. correct answer values your answer values list of attempted questions and answers true/false question service industry is a zero growth industry. correct answer false your answer false select the blank question service employees basically perform ________ functions. correct answer marketing your answer marketing select the blank question physical evidence of the service is located at ________ of the blue print. correct answer top your answer top true/false question the bankrupt run out of cash & end up in default of payment. correct answer true your answer true

multiple choice single answer question the main solution to intangibility of service is :correct answer creating a strong brand image of an organization. your answer creating a strong brand image of an organization. multiple choice single answer question it helps to establish how many prospective customers a day pass by certain locations :correct answer pedestrian counts your answer pedestrian counts select the blank question basic element in pr strategy is the preparation of ________. correct answer press release your answer press release true/false question the firm do not collects & documents complaints from customers. correct answer false your answer false select the blank question there are ________ ways of testing the response to marketing mix variables. correct answer alternative your answer alternative multiple choice multiple answer question various value based pricing are:correct answer service guarantees , flat rate pricing your answer service guarantees , flat rate pricing multiple choice single answer question this model calculates brand value as the net present value of the earnings the brand is expected to generate in the future :correct answer npv of future earnings your answer npv of future earnings 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 select the blank question ________ and education often go hand in hand. correct answer promotion your answer selling

multiple choice multiple answer question the three overlapping subsystems are :correct answer service operations , service delivery , service marketing your answer service operations , service delivery , service marketing select the blank question performance of services is ________. correct answer intangible. your answer intangible. select the blank question in case of services ________ can not be separated from consumption. correct answer production. your answer production. true/false question product planners need to include three components in the design of the service offering. 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 when customer interacts with the service company :correct answer a service encounter said to have occurred. your answer a service encounter said to have occurred. multiple choice single answer question "service profit chain" shows the interrelationship between :correct answer customer and employee satisfaction your answer revenue growth and profitability multiple choice multiple answer question following are the service sectors :correct answer transportation. , tourism. , telephone & telegraph. your answer transportation. , tourism. , telephone & telegraph. multiple choice multiple answer question service failures can happen in several ways like :correct answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out.

your answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. multiple choice single answer question selling goods and services through the internet is called :correct answer e-commerce your answer e-commerce select the blank question increase in service industry is due ________. correct answer to resource scarcity. your answer to resource scarcity. true/false question the vandals resort to physical abuse or damage of property. correct answer true your answer true multiple choice multiple answer question brand strength is measured against which key attributes? correct answer market , leadership , geography your answer market , leadership , geography multiple choice single answer question perishability of services referred to be that they :correct answer can not be saved. your answer can not be saved. 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 strategies for enabling service promises are often referred to as :correct answer internal marketing your answer internal marketing select the blank question ________ are the customers who tell others not to buy the brand from the company. correct answer terrorists your answer terrorists true/false question

a shelf without the favourite market brands is unattractive in the eyes of the

customers. correct answer your answer true

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 forecast future expectations of customers. multiple choice multiple answer question various criteria used in choosing advertising media are:correct answer cost , clutter , reach your answer cost , clutter , reach multiple choice single answer question in this method, revenues of an unbranded competing product are deducted from the revenues of a comparable branded product to establish the premium value of the brand :correct answer price premium method your answer price premium method multiple choice multiple answer question countries who are members of super brand are:correct answer india , hong kong , australia your answer india , hong kong , australia select the blank question contact employee personifies the ________ in the customer's eye. correct answer firm your answer firm match the following question correct answer your answer speed and delivery of services is a issue due to heterogeneity nature. standardization possible solution to heterogeneity of services. heterogeneity of services.

heterogeneity nature.

possible solution to

consumer management.possible solution to inseparability of services. inseparability of services.

possible solution to

inseparability refers to the involvement of other customers in the service production process. the involvement of other customers in the service production process.

match the following question correct answer your answer

part time employee utilization. demand strategy

supply strategy supply strategy

creative pricing. creative pricing.

supply strategy capacity sharing.

capacity sharing.

development of non peak demand.

demand strategy.

demand strategy.

select the blank question the discounted rate is based on the ________ rate. correct answer risk free your answer risk free true/false question the value of a brand depreciates if there are no inflows in the form of value addition to the brand. correct answer true your answer true multiple choice multiple answer question which of the following are poor differentiators of profitability? correct answer price , product functions , product features your answer price , product functions , product features multiple choice multiple answer question brand equity is related to which categories of customers? correct answer satisfied customer. would incur cost for brand change , customer values brand and sees it as friend , customer devoted to the brand your answer satisfied customer. would incur cost for brand change , customer values brand and sees it as friend , customer devoted to the brand multiple choice single answer question the center of model of customer service expectation made up of :correct answer detailed view of expectations your answer detailed view of expectations multiple choice multiple answer question advantages of endorsing brand strategy are:correct answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee your answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee multiple choice single answer question during which stage of 'innovation adoption' model, customers need to be stimulated to seek information about the brand's uses and features? correct answer interest

your answer

interest

true/false question closing the customer gap is not the outcome of gap model. correct answer false your answer false

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 principal and intermediaries are too dependent

service

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. retail trade.

indian institute of management. indian institute of management.

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. list of attempted questions and answers multiple choice multiple answer question advantages of a range brand policy are:correct answer focuses on single brand image , creates brand capital , cost of launch is

low your answer

brand opacity , creates brand capital , cost of launch is low

multiple choice single answer question the molecular model is developed by :correct answer lynn shostack. your answer madam query. 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 multiple answer question the three overlapping subsystems are :correct answer service operations , service delivery , service marketing your answer service operations , service delivery , service communications multiple choice single answer question employee appearance and dress are important dimensions of which service quality? correct answer tangibles your answer tangibles 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 , packaging , designing multiple choice multiple answer question factors influencing service pricing are:correct answer variablilty of both inputs and outputs , many services are hard to evaluate , importance of time factor your answer ownership of services , variablilty of both inputs and outputs , importance of time factor 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 select the blank question the marketers of services emphasize on tangiblising the ________. correct answer intangibles your answer intangibles

true/false question blue printing offers an excellent way to understand customer's service experience. correct answer false your answer true multiple choice single answer question the service marketing triangle have evolved by :correct answer mary jo bitner your answer philip kotler multiple choice single answer question in this brand strategy the brand communicates in a generic manner by developing its unique brand concept :correct answer range brand strategy your answer endorsing brand strategy select the blank question increase in service industry is due ________. correct answer to resource scarcity. your answer to resource scarcity. multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , differentiation 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 forecast future expectations of customers. multiple choice multiple answer question brand strength is measured against which key attributes? correct answer market , leadership , geography your answer market , leadership , topography select the blank question basic element in pr strategy is the preparation of ________. correct answer press release your answer press release true/false question distributing an innovation to all brands minimises the ability to justify a premium price for the top innovative brand.

correct answer your answer true

true

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 pedestrian counts

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 principal and intermediaries are too dependent

service

select the blank question customer ________ is essential to building winning brands. correct answer knowledge your answer involvement true/false question the greater the number of different services a customer purchases from a single supplier, the closer the relationship. correct answer true your answer true multiple choice single answer question marketers should understand that zone of tolerance can even fluctuate within the same person depends upon :correct answer the situation your answer the situation multiple choice multiple answer question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility your answer line of internal interaction , line of external interaction , line of visibility multiple choice multiple answer question which of the features are on the right side of the brand identity hexagonal prism? correct answer personality , culture , self image your answer culture , self image multiple choice single answer question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :-

correct answer assurance your answer responsiveness multiple choice single answer question the following is new core products for markets that have not been previously defined :correct answer major service innovations your answer major product innovations select the blank question brand ________ results from the concentrated efforts on a few brands. correct answer extension your answer extension select the blank question ________ are at the crux of transactions and exchanges between people. correct answer brands your answer brand identity select the blank question brand's ________ are a measure of potential profitability. correct answer earnings your answer earnings 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 true/false question a multi brand policy can stop any new competitor's entering a market. correct answer true your answer true multiple choice multiple answer question the examples of backstage failures include :correct answer not receiving your course grades , delay in flights , receiving incorrect hotel bill your answer not receiving your course grades , delay in flights , receiving incorrect hotel bill true/false question the pricing of services is difficult. correct answer true your answer true multiple choice multiple answer

question communities can be created offline through which of the following techniques? correct answer membership organisations , community based grass root events , customer contests your answer membership organisations , community based grass root events , customer published web magazines true/false question the vandals resort to physical abuse or damage of property. correct answer true your answer true true/false question the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true match the following question correct answer your answer definition of value

what i get for what i givethe quality i get for the price i pay

setting price to recover full costs cost based pricing

what i get for what i give

cable, television, electricity, water, telephone etc regulation and pricing of utility services regulation and pricing of utility services alternative to bidding

negotiation

negotiation

multiple choice single answer question a fast food outlet refer to following features of services :correct answer intangibility. your answer price sensitivity. select the blank question the ________ has no intention of paying is a misbehaving customer. correct answer thief your answer supplier multiple choice single answer question the clear evident is not possible in case of services like :correct answer lawyer. your answer lawyer. select the blank question the purpose of ________ is to project a positive and consistent image to the public. correct answer socialisation your answer socialisation

multiple choice multiple answer question functions of retail salespersons are:correct answer customer contact , stock work , house keeping your answer customer contact , stock work , wholesale contact select the blank question employees response to customer needs & requests is called as ________. correct answer adaptability. your answer credibility select the blank question there are ________ ways of testing the response to marketing mix variables. correct answer alternative your answer three multiple choice single answer question the number of interlinked groups that work together in service marketing triangle are :correct answer three your answer three multiple choice single answer question the effectiveness of the service can be judged on the basis of its :correct answer outcome. your answer outcome. true/false question advertising and public relations can be effective in encouraging evaluation and trial. correct answer false your answer true service marketing and brand management total set- 2 usp unique selling proposition extraneous factor fantasised identity brand signals sponsoring, patronage relationship aspect banks and services television broadcasting. channel 7. railroad transportation. konkan railway. education services. indian institute of management. retail trade. food world brand equity measure first recall awareness customer insights internet amazon.com for purchasing and finding books

customer brand insistence

awareness, relevant differentiation, emotional connection

service distribution agreements independent franchising, licensing and financial example of purchasing space from another provider shopper's stop in a big shopping mall problems with intermediaries difficulty controlling quality and consistency across outlets channel conflict occurs when service principal and intermediaries are too set -1 question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility question customer ________ is essential to building winning brands. correct answer knowledge question the goods can be ________ at one locality and transported for sale in another locality. correct answer produced question all marketing activities are essential for :correct answer building and maintaining relationships with customers. question ________ is both the brand's backbone and its tangible added value. correct answer physique question nature of service quality is ________. correct answer multi dimensional question too much crowding of ads leads to customer ignoring ads or not registering in the mind. correct answer true question this method is used when valuing your own brand image for inclusion in the balance sheet :correct answer historic cost method question this approach is based on the assumption that all customers can be persuaded by the same message :correct answer selling formula approach 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 question strategies used to implement a culture of internal service quality are:correct answer internal service guarantees , internal customer service audits question the verbal part of the brand is called :correct answer brand name question reasons for extending a brand are:correct answer innovation , adds to image , to defend a brand at risk question this brand strategy involves the assignment of a particular name to one product only and one positioning too :correct answer product brand strategy

question advantages of umbrella brand are: correct answer capitalisation on one single name , economies of scale on an international level question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice question physical possession of a tangible object refers to :correct answer goods question the customers can be ________ to address their needs. correct answer educated question services are :correct answer not tangible 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 question it is defined as the positive differential effect that knowing the brand name has on customer response to the product or service :correct answer brand equity question services can easily stored. correct answer false question service pricing strategies are often unsuccessful. correct answer true question service failures can happen in several ways like :correct answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. question individualized attention given to customers refers to ________. correct answer empathy question coupons cannot be printed on the backs of atm receipts. correct answer false question it allows the brand to remain up-to-date and demonstrate an increasing urge to detect and respond to the changes in customer tastes and expectations :correct answer innovation question the solution to inseparability problem is :correct answer selecting and training public contact personnel. 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. question brand identity focuses too much on brand appearance and not enough on brand essence. correct answer false question front office automation has also revolutionised the sales function. correct answer true

question people are emotionally connected to a brand for following reasons:correct answer admirable brand , intense brand , unique brand question loyal customers tend to spend more. correct answer true question countries who are members of super brand are:correct answer india , hong kong , australia question neither ________ service nor its supplementary elements are delivered continuously throughout the duration of service performance. correct answer core question gap model says that :correct answer close customer gap. , remove discrepancies within organisation. , use the strategies to drive service excellence. question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand question various criteria used in choosing advertising media are:correct answer cost , clutter , reach question extensions can be made in all directions. correct answer false question servuction model used to illustrate the factors that influence the service experience are visible & invisible to customers. correct answer true question who the people who produce revenue and build customer relationships for the company? correct answer front line employees question all firms need to be aware of customer expectation of ________. correct answer reliability question exhibiting admirable human qualities is especially important for brands during ________. correct answer crisis question marketers can have some control over their customer's impressions by :correct answer understanding cues. question it creates a relationship and a strong bond with the customer that grows over time :correct answer brand equity set -2 question service industries who follow traditional practices, service personnel are the ________ on the corporate ladder. correct answer lowest 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. question physical evidence of the service is located at ________ of the blue print. correct answer top question the non personal communication component in service marketing systems are :correct answer letters , advertising , signage question interactive skills training in employees allows to develop what all qualities towards customer? correct answer empathetic , courteous , caring question many companies have adopted the idea that employees are also ________ of the organisation. correct answer customers question which area of blue print encompasses the steps, choices, activities and interactions that the customer performs in the purchasing, consuming and evaluating the service ? correct answer the customer action area question external marketing refers to :correct answer making promises. question this approach involves setting prices relative to financial costs :correct answer cost based pricing question the lower level of service expectation that the customer may be willing to accepted is termed as :correct answer adequate service question in this brand strategy the brand communicates in a generic manner by developing its unique brand concept :correct answer range brand strategy question communication dimension of service quality includes :correct answer keeping them informed. , simple language to be used. , listening to customers. question lack of patent protection is applicable for :correct answer services question a strong brand ________ gives relevant, differentiated, purchase motivating benefit to the target customer correct answer promise question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :correct answer assurance question a fast food outlet refer to following features of services :correct answer intangibility. question functions of sales promotion are:correct answer adds value , competitive edge , boost sales question goods can be :-

correct answer standardized. question brand's ________ is a measure of its reliability of its future earnings. correct answer strength question co-creating a brand with it's customers will help the brand continue to thrive. correct answer true question following are the examples of style changes :correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. question well dressed individuals are perceived as more intelligent, better workers and more pleasant to engage in interactions. correct answer true question one of the methods of motivating the service providing employees is through ________ statement. correct answer mission question blue prints can be used to isolate failure points or bottlenecks in the service process correct answer true question brand's ________ are a measure of potential profitability. correct answer earnings question the quarrelsome refers to those misbehaving customers who quarrel with other customers or with their own group members. correct answer false question one of the greatest benefits of blue printing is ________. correct answer education question it is a tool that addresses the challenges of designing and specifying intangible service processes :correct answer service blue printing question profound customer knowledge is essential to building winning brands correct answer true question time, fatigue, negative feelings etc are the ________ costs of service. correct answer non-financial question the ________ has no intention of paying is a misbehaving customer. correct answer thief question brand ________ results from the concentrated efforts on a few brands. correct answer extension question blue printing offers an excellent way to understand customer's service experience. correct answer false question what is treated as an element of the extended marketing mix? correct answer service process question reasons for customers to buy from virtual stores are :-

correct answer convenience , broad selection , better prices question the notion of brand image is both volatile and changing. correct answer true question relationship research does not involve comprehensive approach on all aspects of customers relationship with the service. correct answer false 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 question reflection provides a model with which to identify. correct answer true question brand message provides the framework for overall brand coherence. correct answer true question service expectation meetings & reviews techniques of service quality research is made up of :correct answer asking clients what they expect , enquiring the particular aspects of service , requesting client to provide ranking as per his requirements question it involves long hours of standing and working with customers who may not always be pleasant and can get on one's nerves :correct answer retail selling question the visible components of service operations are :correct answer service personnel , equipments , physical facilities question services :correct answer can not inventoried. skipped/unsolved questions which of the following are poor differentiators of profitability? price product functions product features emotional benefits it is one of the recent concepts in service marketing :brand building brand loyalty brand identity brand image who has written the book on brand management "nets out"? zeithaml and bitner brad van auken sir michael perry lord puttnan mental stimulus processing services directed at people's minds are :accounting.

psychotherapy. music concerts. education. 1. super brands 1. marcel knobil 2. councils of super brands 2. uk, france, germany 3. super brand's juggernaut 3. indonesia, netherlands, portugal 4. infosys 4. uses brand earnings model 5. uses market value method 6. a c neilsen 1. cit methodology 1. collecting critical incidents data. 2. sas 2. satisfied hotel customer. 3. good customer encounter 3. decrease in brand preference. 4. an attention paid to customer by waiter 4. unsatisfied customer. 5. increase in brand loyalty. 6. customer driven airline. list of attempted questions and answers multiple choice multiple answer question various uses of the company's physical evidence are:correct answer socialising , means for differentiation , packaging your answer means for differentiation , packaging , socialising 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 , cumulative advertising , order of entry into the market select the blank question cues such as the ________ that accompany the service. correct answer tangibles your answer tangibles multiple choice single answer question the molecular model is developed by :correct answer lynn shostack. your answer lynn shostack. true/false question front office automation has also revolutionised the sales function. correct answer true your answer true true/false question distributing an innovation to all brands minimises the ability to justify a premium price for the top innovative brand. correct answer true

your answer

true

select the blank question in case of services there is ________ between the service provider and other customers. correct answer interconnection your answer interconnection select the blank question ________ are at the crux of transactions and exchanges between people. correct answer brands your answer brands 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 match the following question correct answer your answer television broadcasting. channel 7.

channel 7.

railroad transportation. konkan railway. konkan railway. education services. retail trade.

indian institute of management. indian institute of management.

food world.

food world.

select the blank question sometimes employees can give ________ service spontaneously. correct answer extra your answer extra select the blank question the ________ has no intention of paying is a misbehaving customer. correct answer thief your answer thief select the blank question ________ helps usage extension. correct answer co-branding your answer brand loyalty multiple choice multiple answer question what are the visible and external facets of brand identity prism?

correct answer physique , relationship , reflection your answer physique , relationship , personality multiple choice single answer question major process innovations consists of :correct answer new process to deliver existing core products in new ways with additional benefits. your answer new process to deliver existing core products in new ways with additional benefits. multiple choice multiple answer question following are possessing processing services directed at physical posessions :correct answer freight transportation. , repair & maintenance. , warehousing / storage. your answer freight transportation. , repair & maintenance. , warehousing / storage. true/false question services are intangibles. correct answer true your answer true multiple choice multiple answer question gap model says that :correct answer close customer gap. , remove discrepancies within organisation. , use the strategies to drive service excellence. your answer close customer gap. , remove discrepancies within organisation. , use the strategies to drive service excellence. 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 forecast future expectations of customers. 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 principal and intermediaries are too dependent

service

true/false question external brand building is essential to internal brand building. correct answer false your answer true 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 true/false question closing the customer gap is not the outcome of gap model. correct answer false your answer false multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , strength true/false question control can have negative ramifications within intermediaries. correct answer true your answer true select the blank question all firms need to be aware of customer expectation of ________. correct answer reliability your answer reliability true/false question a complex service might be introduced without any formal objective depiction of the process. correct answer true your answer true select the blank question educate customers to understand their ________ & perform them better. correct answer roles your answer roles 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 single answer question it is used to help decisions on where to locate super markets relative to prospective customer's homes and work place :correct answer retail gravity model your answer retail gravity model true/false question the value of a brand depreciates if there are no inflows in the form of value addition to the brand. correct answer true your answer true multiple choice single answer question services are :correct answer not tangible your answer not tangible 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 multiple choice multiple answer question features of quality service are:correct answer reliability , responsiveness , empathetic your answer reliability , responsiveness , empathetic multiple choice single answer question marketers can have some control over their customer's impressions by :correct answer understanding cues. your answer understanding cues. multiple choice multiple answer question the tangible clues helps the consumers in :correct answer service evaluation , assessing quality of services , the market valuation of the service provider your answer service evaluation , assessing quality of services multiple choice multiple answer question when firms try to assess their brands portfolio to decide which brands will be advertised, what considerations it keeps in mind? correct answer pertinent , innovation , bear diversified products your answer pertinent , innovation multiple choice single answer question it implies that employees will pay attention, listen, adapt and be flexible in

delivering what customers need :correct answer empathy your answer responsiveness multiple choice single answer question it is the satisfaction linked to the attractiveness of the brand, to its logo, to its communication :correct answer hedonistic your answer hedonistic multiple choice single answer question personal source of information for services is :correct answer friends your answer friends multiple choice single answer question the new retailing models provides information based benefits such as :correct answer greater customization. your answer greater customization. multiple choice single answer question the effectiveness of the service can be judged on the basis of its :correct answer outcome. your answer outcome. multiple choice single answer question employee appearance and dress are important dimensions of which service quality? correct answer tangibles your answer tangibles select the blank question market value of the firm is equal to stock price multiplied by ________. correct answer number of shares your answer value of tangible assets true/false question identifying the benefits & the attributes are not included in customers requirement research. correct answer false your answer false select the blank question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand your answer demand

multiple choice single answer question physical possession of a tangible object refers to :correct answer goods your answer goods list of attempted questions and answers select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique 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 the non personal communication component in service marketing systems are :correct answer letters , advertising , signage your answer letters , advertising , signage select the blank question the service offer should first marketed ________ & then service process in action is observed before it introduced to external market. correct answer internally your answer internally multiple choice multiple answer question communication dimension of service quality includes :correct answer listening to customers. , keeping them informed. , simple language to be used. your answer listening to customers. , keeping them informed. , simple language to be used. true/false question the value of a brand depreciates if there are no inflows in the form of value addition to the brand. correct answer true your answer true multiple choice single answer question it is the brand's verbal, visual and musical attributes :correct answer brand style your answer brand identity true/false question critical study are not useful as alternatives to complaint solicitation. correct answer false your answer false 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 historic cost method true/false question the bankrupt run out of cash & end up in default of payment. correct answer true your answer true multiple choice single answer question it is the outward expression of the brand's inner substance :correct answer brand message your answer brand message multiple choice multiple answer question the tangible clues helps the consumers in :correct answer service evaluation , assessing quality of services , the market valuation of the service provider your answer service evaluation , assessing quality of services , the market valuation of the service provider multiple choice single answer question services :correct answer can not inventoried. your answer can not inventoried. select the blank question perishability refers to the service provider's inability to ________. correct answer inventory services. your answer inventory services. match the following question correct answer your answer philips umbrella brand policy

umbrella brand policy

ariel

procter and gamble

procter and gamble

food, cosmetics sector range brand policy brand

range brand policy

words, symbol, concept, object words, symbol, concept, object

multiple choice multiple answer question the challenge in many service settings is to design the physical space and evidence so that it can simultaneously support the needs and preferences of : correct answer customer , employees your answer employees , customer multiple choice single answer question the verbal part of the brand is called :correct answer brand name your answer brand name 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 select the blank question sometimes employees can give ________ service spontaneously. correct answer extra your answer extra multiple choice single answer question perishability of services referred to be that they :correct answer can not be saved. your answer can not be saved. select the blank question the ________ has no intention of paying is a misbehaving customer. correct answer thief your answer thief true/false question the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true multiple choice single answer question which of the communication mix element includes corporate logos? correct answer corporate design your answer advertising true/false question closing the customer gap is not the outcome of gap model. correct answer false your answer true multiple choice multiple answer question functions of retail salespersons are:correct answer customer contact , stock work , house keeping your answer customer contact , stock work , house keeping multiple choice single answer question lack of patent protection is applicable for :correct answer services your answer services true/false question product planners need to include three components in the design of the service offering. correct answer true your answer true select the blank question service employees basically perform ________ functions. correct answer marketing your answer marketing match the following question correct answer your answer

speed and delivery of services is a issue due to heterogeneity nature. standardization possible solution to heterogeneity of services. heterogeneity of services.

heterogeneity nature.

possible solution to

consumer management.possible solution to inseparability of services. inseparability of services.

possible solution to

inseparability refers to the involvement of other customers in the service production process. the involvement of other customers in the service production process. multiple choice multiple answer question factors influencing service pricing are:correct answer variablilty of both inputs and outputs , many services are hard to evaluate , importance of time factor your answer variablilty of both inputs and outputs , many services are hard to evaluate , importance of time factor multiple choice multiple answer question the examples of backstage failures include :correct answer not receiving your course grades , delay in flights , receiving incorrect hotel bill your answer not receiving your course grades , delay in flights , receiving incorrect hotel bill 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 , better prices true/false question service development, design & delivery are intricately intertwined, hence they should not work together. correct answer true your answer true select the blank question ________ are useful for adjusting demand and supply fluctuations. correct answer price promotion your answer price promotion multiple choice multiple answer question what are the social facets of brand identity prism? correct answer physique , relationship , reflection your answer physique , relationship , reflection 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 , packaging , socialising multiple choice single answer question customer satisfaction is possible if the promises made in services are :correct answer consistent & realistic. your answer consistent & realistic.

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 true/false question reflection provides a model with which to identify. correct answer true your answer true multiple choice single answer question adequate service is also known as :correct answer lower level of service your answer upper level of service 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 single answer question the zone of tolerance is a :correct answer window of customer service level your answer window of customer service level 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 multiple choice single answer question when customer interacts with the service company :correct answer a service encounter said to have occurred. your answer a service encounter said to have occurred. multiple choice single answer question services are :correct answer not tangible your answer not tangible multiple choice single answer question personal source of information for services is :correct answer friends your answer friends true/false question two major dimensions of y & r model are: leadership and stability. correct answer false your answer false list of attempted questions and answers

multiple choice multiple answer question what are the visible and external facets of brand identity prism? correct answer physique , relationship , reflection your answer reflection , physique , relationship multiple choice single answer question it is today a leading edge indicator of profitability and market share tomorrow :correct answer relevant differentiation your answer relevant differentiation multiple choice single answer question it provides the same identifying function for services that a trademark provides for goods :correct answer service mark your answer generic name true/false question promotions reduce the risk of first time purchase for customers and encourages trial. correct answer true your answer true true/false question the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true select the blank question the purpose of ________ is to project a positive and consistent image to the public. correct answer socialisation your answer designing multiple choice single answer question the new retailing models provides information based benefits such as :correct answer greater customization. your answer greater customization. select the blank question the service offer should first marketed ________ & then service process in action is observed before it introduced to external market. correct answer internally your answer internally multiple choice single answer question it is a way to expand delivery of an effective service concept to multiple sites

without the level of investment capital :correct answer franchising your answer e-commerce select the blank question the customers can be ________ to address their needs. correct answer educated your answer educated match the following question correct answer your answer brand

words, symbol, concept, object words, symbol, concept, object

philips umbrella brand policy

umbrella brand policy

ariel

procter and gamble

procter and gamble

food, cosmetics sector range brand policy

line brand policy

multiple choice single answer question it is used to help decisions on where to locate super markets relative to prospective customer's homes and work place :correct answer retail gravity model your answer retail gravity model multiple choice multiple answer question blue prints are particularly useful at which stages of service development? correct answer design , redesign your answer design , production true/false question customers who are attracted by cut-price offers cannot easily be enticed away by another offer from a competitor. correct answer false your answer false true/false question levels of customer contact is used as variable in services classification. correct answer true your answer true 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 , better prices

true/false question profound customer knowledge is essential to building winning brands correct answer true your answer true multiple choice multiple answer question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice your answer free home delivery , gift wrapping , customised advice select the blank question channel ________ can occur between service provider and service intermediary. correct answer conflict your answer conflict select the blank question the ________ of the brand is always stronger than its extensions. correct answer core your answer core multiple choice multiple answer question reasons for extending a brand are:correct answer innovation , adds to image , to defend a brand at risk your answer innovation , adds to image , to defend a brand at risk select the blank question the loss of quality control may also be accompanied by the ________ over operating costs. correct answer loss of control your answer loss of control multiple choice single answer question service encounter may takes place between customers and :correct answer service employees. your answer service employees. true/false question control can have negative ramifications within intermediaries. correct answer true your answer true select the blank question ________ is usually specific to a time period, price or customer group. correct answer sales promotion your answer sales promotion multiple choice single answer

question it promises a relevant, differentiated purchase motivating benefit to the target customer :correct answer strong brand your answer competitor's brand multiple choice single answer question numerous forms of communication, collectively referred as the marketing :correct answer communication mix your answer promotion mix multiple choice single answer question it is a measure of brand's reliability of its future earnings :correct answer strength your answer leadership true/false question services are not patentable. correct answer true your answer true select the blank question time, fatigue, negative feelings etc are the ________ costs of service. correct answer non-financial your answer psychological multiple choice multiple answer question brand equity is related to which categories of customers? correct answer satisfied customer. would incur cost for brand change , customer values brand and sees it as friend , customer devoted to the brand your answer customer values brand and sees it as friend , customer devoted to the brand select the blank question the ________ as a supply strategy used to assist during peak demand periods. correct answer part time employees your answer part time employees multiple choice single answer question it survives because it exceeds customer expectations :correct answer brand your answer brand multiple choice single answer question these messages often include promises about the benefits that customers will receive and the quality of service delivery :correct answer communication your answer communication

true/false question market value method is used when valuing your own brand image for inclusion in the balance sheet. correct answer false your answer false true/false question the business strategy in a production line organisation is one of differentiation and customisation. correct answer false your answer true multiple choice single answer question selling goods and services through the internet is called :correct answer e-commerce your answer e-commerce multiple choice single answer question consumer judges the quality of services on the basis of :correct answer outcome was delivered. your answer outcome was delivered. 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 multiple answer question the basic criteria for an effective service research programme includes :correct answer qualitative & quantitative research. , expectations & perceptions of customers. , occurs with appropriate frequency. your answer qualitative & quantitative research. , expectations & perceptions of customers. multiple choice multiple answer question ways to achieve emotional connection towards a brand are:correct answer advertising , quality of front line customers , company sponsors consumer events your answer advertising , sales promotion , company sponsors consumer events 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.

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 delivery match the following question correct answer your answer speed and delivery of services is a issue due to heterogeneity nature. standardization possible solution to heterogeneity of services. heterogeneity of services.

heterogeneity nature.

possible solution to

consumer management.possible solution to inseparability of services. inseparability of services.

possible solution to

inseparability refers to the involvement of other customers in the service production process. the involvement of other customers in the service production process.

multiple choice single answer question when the delivery of core product is outsourced to an intermediary, it is called :correct answer franchising your answer pedestrian counts multiple choice multiple answer question through brand building mechanism, following are built :correct answer brand awareness , confidence , brand equity your answer brand awareness , confidence , brand equity

list of attempted questions and answers select the blank question service industries who follow traditional practices, service personnel are the ________ on the corporate ladder. correct answer lowest your answer lowest multiple choice single answer question when customer interacts with the service company :correct answer a service encounter said to have occurred. your answer a service encounter said to have occurred. multiple choice multiple answer question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice your answer free home delivery , gift wrapping , customised advice

multiple choice single answer question the zone of tolerance is a :correct answer window of customer service level your answer non customer service level multiple choice single answer question it is a measure of brand's reliability of its future earnings :correct answer strength your answer strength multiple choice single answer question these messages often include promises about the benefits that customers will receive and the quality of service delivery :correct answer communication your answer communication multiple choice multiple answer question communication dimension of service quality includes :correct answer listening to customers. , keeping them informed. , simple language to be used. your answer listening to customers. , keeping them informed. , simple language to be used. multiple choice single answer question in this brand strategy the brand communicates in a generic manner by developing its unique brand concept :correct answer range brand strategy your answer range brand strategy 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 , better prices select the blank question while purchasing a service, perceived benefits are weighed against the perceived ________. correct answer costs your answer costs multiple choice multiple answer question the three overlapping subsystems are :correct answer service operations , service delivery , service marketing your answer service operations , service delivery , service marketing select the blank question ________ means the set of values feeding the brand's inspiration.

correct answer culture your answer culture select the blank question the service offer should first marketed ________ & then service process in action is observed before it introduced to external market. correct answer internally your answer internally multiple choice multiple answer question following are possessing processing services directed at physical posessions :correct answer freight transportation. , repair & maintenance. , warehousing / storage. your answer freight transportation. , repair & maintenance. , warehousing / storage. 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 single answer question it is the outward expression of the brand's inner substance :correct answer brand message your answer brand message select the blank question the strategy used to reduce fluctuations in demand is to implement ________. correct answer reservation system. your answer reservation system. match the following question correct answer your answer issue of airline miles in return for a purchase face to face communication

couponing

personal selling personal selling

fund raising, recognition and reward programs samples, coupons, gifts etc

couponing

public relations advertising

sales promotion sales promotion

select the blank question ________ are the customers who tell others not to buy the brand from the company. correct answer terrorists your answer terrorists

multiple choice multiple answer question the main don'ts kept in mind in face to face contacts with customers are :correct answer blame the colleagues , show favoritism , promise what you can not perform your answer blame the colleagues , show favoritism , promise what you can not perform multiple choice single answer question during which stage of 'innovation adoption' model, customers need to be stimulated to seek information about the brand's uses and features? correct answer interest your answer evaluation 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 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 levels of customer contact is used as variable in services classification. correct answer true your answer true multiple choice single answer question it implies that employees will pay attention, listen, adapt and be flexible in delivering what customers need :correct answer empathy your answer responsiveness multiple choice single answer question it is a way to expand delivery of an effective service concept to multiple sites without the level of investment capital :correct answer franchising your answer franchising multiple choice single answer question service encounter may takes place between customers and :correct answer service employees. your answer service employees. match the following question correct answer your answer

service operation facilities.

service personnel & physical facilities.

servuction model

visible & invisible factors

fedex corporation aligned.

all the sides of a triangle well aligned.

the inanimate environment features of service encounter.

service personnel & physical

visible & invisible factors all the sides of a triangle well

all the non living features of service encounter.

all the non living

true/false question advertising and public relations can be effective in encouraging evaluation and trial. correct answer false your answer true select the blank question increased service delivery during peak periods is ________ service intensifiers. correct answer transitory your answer transitory select the blank question performance of services is ________. correct answer intangible. your answer intangible. select the blank question time, fatigue, negative feelings etc are the ________ costs of service. correct answer non-financial your answer non-financial 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 the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true true/false question service industry is a zero growth industry. correct answer false your answer false

select the blank question when customers evaluate competing service, they are comparing the relative ________ value. correct answer net your answer net 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 true/false question front office automation has also revolutionised the sales function. correct answer true your answer true multiple choice single answer question consumer judges the quality of services on the basis of :correct answer outcome was delivered. your answer outcome was delivered. multiple choice multiple answer question service expectation meetings & reviews techniques of service quality research is made up of :correct answer asking clients what they expect , enquiring the particular aspects of service , requesting client to provide ranking as per his requirements your answer asking clients what they expect , enquiring the particular aspects of service , requesting client to provide ranking as per his requirements true/false question for a retailer, brand is a means and not a necessity. correct answer true your answer true true/false question reflecting the customer as he or she is the target. correct answer false your answer true 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 true/false

question growth in service sector is due to launch of new products. correct answer true your answer false multiple choice multiple answer question what are the internal facets of brand identity prism? correct answer personality , culture , self image your answer personality , culture , self image multiple choice multiple answer question blue prints are particularly useful at which stages of service development? correct answer design , redesign your answer design , redesign multiple choice multiple answer question mental stimulus processing services directed at people's minds are :correct answer psychotherapy. , music concerts. , education. your answer psychotherapy. , music concerts. , education.

list of attempted questions and answers 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 single answer question a brand must correspond to only one product. this is called :correct answer procterian dogma your answer innovation true/false question stimulus response approach and formula approach takes into consideration customer questions and individual customer needs. correct answer false your answer false multiple choice single answer question these messages often include promises about the benefits that customers will receive and the quality of service delivery :correct answer communication your answer sales promotion multiple choice multiple answer question ways to achieve emotional connection towards a brand are:-

correct answer advertising , quality of front line customers , company sponsors consumer events your answer quality of front line customers , company sponsors consumer events multiple choice single answer question services :correct answer can not inventoried. your answer can not inventoried. match the following question correct answer your answer television broadcasting. channel 7.

channel 7.

railroad transportation. konkan railway. konkan railway. education services. retail trade.

indian institute of management. indian institute of management.

food world.

food world.

multiple choice multiple answer question reasons for extending a brand are:correct answer innovation , adds to image , to defend a brand at risk your answer innovation , adds to image , to defend a brand at risk multiple choice single answer question augmented product refers to :correct answer extended product. your answer extended product. multiple choice single answer question goods can be :correct answer standardized. your answer standardized. multiple choice multiple answer question following are the examples of style changes :correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. your answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. multiple choice multiple answer question emotional loyalty can be brought about in the following ways:correct answer personal relationship with the brand , user community your answer personal relationship with the brand , user community

multiple choice multiple answer question mental stimulus processing services directed at people's minds are :correct answer psychotherapy. , music concerts. , education. your answer psychotherapy. , music concerts. , education. multiple choice single answer question services are :correct answer not tangible your answer not tangible multiple choice single answer question it consists of introducing additional items in the same product category under the same brand :correct answer line extension your answer line extension select the blank question the ________ offers an excellent way to understand customer's service experience. correct answer flowcharting your answer flowcharting multiple choice single answer question the only way to achieve brand extension is by:correct answer renewing the product your answer introducing new product true/false question one of the problem encountered with range product strategy is of brand opacity. correct answer true your answer true 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 principal and intermediaries are too dependent

multiple choice multiple answer

service

question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility your answer line of internal interaction , line of interaction , line of visibility select the blank question a multi brand portfolio is required when each brand has its own ________. correct answer territory your answer territory select the blank question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand your answer demand multiple choice single answer question for services its quality depends on :correct answer consumer's perception your answer consumer's perception 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 value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , strength 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. select the blank question in case of services there is ________ between the service provider and other customers. correct answer interconnection your answer connection true/false question market value method is used when valuing your own brand image for inclusion in the balance sheet. correct answer false your answer false

select the blank question all firms need to be aware of customer expectation of ________. correct answer reliability your answer reliability select the blank question the loss of quality control may also be accompanied by the ________ over operating costs. correct answer loss of control your answer loss of revenue 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 single answer question employee appearance and dress are important dimensions of which service quality? correct answer tangibles your answer tangibles multiple choice single answer question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :correct answer assurance your answer responsiveness true/false question the quarrelsome refers to those misbehaving customers who quarrel with other customers or with their own group members. correct answer false your answer true true/false question profound customer knowledge is essential to building winning brands correct answer true your answer true true/false question customers who are attracted by cut-price offers cannot easily be enticed away by another offer from a competitor. correct answer false your answer false multiple choice single answer

question it is one of the recent concepts in service marketing :correct answer brand identity your answer brand identity multiple choice multiple answer question advantages of source brand strategy are:correct answer products are directly named , ability to provide difference , ability to provide depth your answer products are directly named , ability to provide difference , ability to provide depth 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 select the blank question ________ helps usage extension. correct answer co-branding your answer co-branding true/false question the greater the number of different services a customer purchases from a single supplier, the closer the relationship. correct answer true your answer true 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 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 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. true/false question

promotions reduce the risk of first time purchase for customers and encourages

trial. correct answer your answer true

true

select the blank question brand's ________ is a measure of its reliability of its future earnings. correct answer strength your answer strength select the blank question ________ help us in achieving our mission and vision. correct answer values your answer values list of attempted questions and answers true/false question service industry is a zero growth industry. correct answer false your answer false select the blank question service employees basically perform ________ functions. correct answer marketing your answer marketing select the blank question physical evidence of the service is located at ________ of the blue print. correct answer top your answer top true/false question the bankrupt run out of cash & end up in default of payment. correct answer true your answer true multiple choice single answer question the main solution to intangibility of service is :correct answer creating a strong brand image of an organization. your answer creating a strong brand image of an organization. multiple choice single answer question it helps to establish how many prospective customers a day pass by certain locations :correct answer pedestrian counts your answer pedestrian counts

select the blank question basic element in pr strategy is the preparation of ________. correct answer press release your answer press release true/false question the firm do not collects & documents complaints from customers. correct answer false your answer false select the blank question there are ________ ways of testing the response to marketing mix variables. correct answer alternative your answer alternative multiple choice multiple answer question various value based pricing are:correct answer service guarantees , flat rate pricing your answer service guarantees , flat rate pricing multiple choice single answer question this model calculates brand value as the net present value of the earnings the brand is expected to generate in the future :correct answer npv of future earnings your answer npv of future earnings 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 select the blank question ________ and education often go hand in hand. correct answer promotion your answer selling multiple choice multiple answer question the three overlapping subsystems are :correct answer service operations , service delivery , service marketing your answer service operations , service delivery , service marketing select the blank question performance of services is ________. correct answer intangible. your answer intangible.

select the blank question in case of services ________ can not be separated from consumption. correct answer production. your answer production. true/false question product planners need to include three components in the design of the service offering. 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 when customer interacts with the service company :correct answer a service encounter said to have occurred. your answer a service encounter said to have occurred. multiple choice single answer question "service profit chain" shows the interrelationship between :correct answer customer and employee satisfaction your answer revenue growth and profitability multiple choice multiple answer question following are the service sectors :correct answer transportation. , tourism. , telephone & telegraph. your answer transportation. , tourism. , telephone & telegraph. multiple choice multiple answer question service failures can happen in several ways like :correct answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. your answer a delayed flight. , hotel room booked in advance not available. , a surgical operation wrongly carried out. multiple choice single answer question selling goods and services through the internet is called :correct answer e-commerce your answer e-commerce select the blank question increase in service industry is due ________. correct answer to resource scarcity.

your answer

to resource scarcity.

true/false question the vandals resort to physical abuse or damage of property. correct answer true your answer true multiple choice multiple answer question brand strength is measured against which key attributes? correct answer market , leadership , geography your answer market , leadership , geography multiple choice single answer question perishability of services referred to be that they :correct answer can not be saved. your answer can not be saved. 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 strategies for enabling service promises are often referred to as :correct answer internal marketing your answer internal marketing select the blank question ________ are the customers who tell others not to buy the brand from the company. correct answer terrorists your answer terrorists true/false question a shelf without the favourite market brands is unattractive in the eyes of the customers. 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 forecast future expectations of customers.

multiple choice multiple answer question various criteria used in choosing advertising media are:correct answer cost , clutter , reach your answer cost , clutter , reach multiple choice single answer question in this method, revenues of an unbranded competing product are deducted from the revenues of a comparable branded product to establish the premium value of the brand :correct answer price premium method your answer price premium method multiple choice multiple answer question countries who are members of super brand are:correct answer india , hong kong , australia your answer india , hong kong , australia select the blank question contact employee personifies the ________ in the customer's eye. correct answer firm your answer firm match the following question correct answer your answer speed and delivery of services is a issue due to heterogeneity nature. standardization possible solution to heterogeneity of services. heterogeneity of services.

heterogeneity nature.

possible solution to

consumer management.possible solution to inseparability of services. inseparability of services.

possible solution to

inseparability refers to the involvement of other customers in the service production process. the involvement of other customers in the service production process.

match the following question correct answer your answer part time employee utilization. demand strategy

supply strategy supply strategy

creative pricing. creative pricing.

supply strategy capacity sharing.

capacity sharing.

development of non peak demand.

demand strategy.

demand strategy.

select the blank question the discounted rate is based on the ________ rate.

correct answer risk free your answer risk free true/false question the value of a brand depreciates if there are no inflows in the form of value addition to the brand. correct answer true your answer true multiple choice multiple answer question which of the following are poor differentiators of profitability? correct answer price , product functions , product features your answer price , product functions , product features multiple choice multiple answer question brand equity is related to which categories of customers? correct answer satisfied customer. would incur cost for brand change , customer values brand and sees it as friend , customer devoted to the brand your answer satisfied customer. would incur cost for brand change , customer values brand and sees it as friend , customer devoted to the brand multiple choice single answer question the center of model of customer service expectation made up of :correct answer detailed view of expectations your answer detailed view of expectations multiple choice multiple answer question advantages of endorsing brand strategy are:correct answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee your answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee multiple choice single answer question during which stage of 'innovation adoption' model, customers need to be stimulated to seek information about the brand's uses and features? correct answer interest your answer interest true/false question closing the customer gap is not the outcome of gap model. correct answer false your answer false list of attempted questions and answers multiple choice multiple answer

question various uses of the company's physical evidence are:correct answer socialising , means for differentiation , packaging your answer means for differentiation , packaging , socialising 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 , cumulative advertising , order of entry into the market select the blank question cues such as the ________ that accompany the service. correct answer tangibles your answer tangibles multiple choice single answer question the molecular model is developed by :correct answer lynn shostack. your answer lynn shostack. true/false question front office automation has also revolutionised the sales function. correct answer true your answer true true/false question distributing an innovation to all brands minimises the ability to justify a premium price for the top innovative brand. correct answer true your answer true select the blank question in case of services there is ________ between the service provider and other customers. correct answer interconnection your answer interconnection select the blank question ________ are at the crux of transactions and exchanges between people. correct answer brands your answer brands 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

match the following question correct answer your answer television broadcasting. channel 7.

channel 7.

railroad transportation. konkan railway. konkan railway. education services. retail trade.

indian institute of management. indian institute of management.

food world.

food world.

select the blank question sometimes employees can give ________ service spontaneously. correct answer extra your answer extra select the blank question the ________ has no intention of paying is a misbehaving customer. correct answer thief your answer thief select the blank question ________ helps usage extension. correct answer co-branding your answer brand loyalty multiple choice multiple answer question what are the visible and external facets of brand identity prism? correct answer physique , relationship , reflection your answer physique , relationship , personality multiple choice single answer question major process innovations consists of :correct answer new process to deliver existing core products in new ways with additional benefits. your answer new process to deliver existing core products in new ways with additional benefits. multiple choice multiple answer question following are possessing processing services directed at physical posessions :correct answer freight transportation. , repair & maintenance. , warehousing / storage. your answer freight transportation. , repair & maintenance. , warehousing / storage. true/false question services are intangibles. correct answer true your answer true

multiple choice multiple answer question gap model says that :correct answer close customer gap. , remove discrepancies within organisation. , use the strategies to drive service excellence. your answer close customer gap. , remove discrepancies within organisation. , use the strategies to drive service excellence. 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 forecast future expectations of customers. 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 principal and intermediaries are too dependent

service

true/false question external brand building is essential to internal brand building. correct answer false your answer true 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 true/false question closing the customer gap is not the outcome of gap model. correct answer false your answer false multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength

your answer

earnings , strength

true/false question control can have negative ramifications within intermediaries. correct answer true your answer true select the blank question all firms need to be aware of customer expectation of ________. correct answer reliability your answer reliability true/false question a complex service might be introduced without any formal objective depiction of the process. correct answer true your answer true select the blank question educate customers to understand their ________ & perform them better. correct answer roles your answer roles 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 single answer question it is used to help decisions on where to locate super markets relative to prospective customer's homes and work place :correct answer retail gravity model your answer retail gravity model true/false question the value of a brand depreciates if there are no inflows in the form of value addition to the brand. correct answer true your answer true multiple choice single answer question services are :correct answer not tangible your answer not tangible 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 multiple choice multiple answer question features of quality service are:correct answer reliability , responsiveness , empathetic your answer reliability , responsiveness , empathetic multiple choice single answer question marketers can have some control over their customer's impressions by :correct answer understanding cues. your answer understanding cues. multiple choice multiple answer question the tangible clues helps the consumers in :correct answer service evaluation , assessing quality of services , the market valuation of the service provider your answer service evaluation , assessing quality of services multiple choice multiple answer question when firms try to assess their brands portfolio to decide which brands will be advertised, what considerations it keeps in mind? correct answer pertinent , innovation , bear diversified products your answer pertinent , innovation multiple choice single answer question it implies that employees will pay attention, listen, adapt and be flexible in delivering what customers need :correct answer empathy your answer responsiveness multiple choice single answer question it is the satisfaction linked to the attractiveness of the brand, to its logo, to its communication :correct answer hedonistic your answer hedonistic multiple choice single answer question personal source of information for services is :correct answer friends your answer friends multiple choice single answer question the new retailing models provides information based benefits such as :correct answer greater customization. your answer greater customization.

multiple choice single answer question the effectiveness of the service can be judged on the basis of its :correct answer outcome. your answer outcome. multiple choice single answer question employee appearance and dress are important dimensions of which service quality? correct answer tangibles your answer tangibles select the blank question market value of the firm is equal to stock price multiplied by ________. correct answer number of shares your answer value of tangible assets true/false question identifying the benefits & the attributes are not included in customers requirement research. correct answer false your answer false select the blank question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand your answer demand multiple choice single answer question physical possession of a tangible object refers to :correct answer goods your answer goods

multiple choice multiple answer question what are the social facets of brand identity prism? correct answer physique , relationship , reflection your answer physique , relationship , reflection 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 multiple answer

question countries who are members of super brand are:correct answer india , hong kong , australia your answer india , hong kong , australia multiple choice single answer question services are :correct answer not tangible your answer not tangible multiple choice multiple answer question the various sources of mass media are :correct answer radio , television , newspapers and magazines your answer radio , television , newspapers and magazines multiple choice multiple answer question following are the people processing services directed at people's bodies :correct answer health care. , lodging. , barbers. your answer health care. , lodging. , barbers. multiple choice single answer question the number of interlinked groups that work together in service marketing triangle are :correct answer three your answer three select the blank question the ________ model used to illustrate the factors that influence the service experience. correct answer servuction your answer servuction multiple choice multiple answer question the fluctuating demand of services can be overcome by :correct answer peak load pricing , motivating non peak consumption , in house alternative services your answer peak load pricing , motivating non peak consumption , in house alternative services select the blank question ________ can be effective in generating awareness and interest. correct answer advertising your answer selling 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 single answer question the level of service the customers hope to receive the level of performance wished for is called as :correct answer desired service your answer desired service 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 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 exhibiting admirable human qualities is especially important for brands during ________. correct answer crisis your answer crisis multiple choice single answer question in this brand strategy the brand communicates in a generic manner by developing its unique brand concept :correct answer range brand strategy your answer range brand strategy multiple choice multiple answer question the sources of customer expectations consists of :correct answer sales promises. , pricing. , advertising. your answer pricing. , advertising. , sales promises. multiple choice single answer question goods can be :correct answer standardized. your answer standardized. 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 forecast future expectations of customers.

select the blank question when customers evaluate competing service, they are comparing the relative ________ value. correct answer net your answer net 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 source brand strategy 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 select the blank question added value, brand identity and an effective product, these three characteristics are ________ in nature. correct answer multiplicative your answer multiplicative multiple choice single answer question the difference between the two levels of expectations is called as :correct answer the zone of tolerance your answer the zone of tolerance true/false question internal procedures must support quality service performance. correct answer true your answer true multiple choice single answer question the service marketing triangle have evolved by :correct answer mary jo bitner your answer mary jo bitner select the blank question ________ help us in achieving our mission and vision. correct answer values your answer values true/false question the interbrand approach measures the consumer's perception of the brand which is critical for marketing decision making. correct answer false your answer false

select the blank question ________ means the set of values feeding the brand's inspiration. correct answer culture your answer culture match the following question correct answer your answer usp

unique selling proposition

extraneous factor brand signals

unique selling proposition

fantasised identity

fantasised identity

sponsoring, patronage sponsoring, patronage

relationship aspect

banks and services

banks and services

true/false question brand stature is a combination of esteem and knowledge. correct answer true your answer true multiple choice single answer question it is a measure of brand's reliability of its future earnings :correct answer strength your answer strength true/false question empathy is non ability to provide caring individualized attention the firm provides its customers. correct answer false your answer false multiple choice single answer question it is a set of tasks that combine to compose the processes needed to create and deliver the service :correct answer activity your answer activity 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 select the blank question ________ helps usage extension.

correct answer co-branding your answer brand extension select the blank question a service firm can also expand its supply of a service through use of ________. correct answer third parties. your answer third parties. multiple choice single answer question eventually a firm goes out of business because it :correct answer can't do a decent job on the core elements. your answer can't do a decent job on the core elements. select the blank question a multi brand portfolio is required when each brand has its own ________. correct answer territory your answer territory multiple choice single answer question numerous forms of communication, collectively referred as the marketing :correct answer communication mix your answer communication mix true/false question service pricing strategies are often unsuccessful. correct answer true your answer true match the following question correct answer your answer the inanimate environment features of service encounter.

all the non living features of service encounter.

service operation facilities.

service personnel & physical facilities.

servuction model

visible & invisible factors

fedex corporation aligned.

all the sides of a triangle well aligned.

multiple choice single answer question services :correct answer can not inventoried. your answer can not inventoried.

all the non living

service personnel & physical

visible & invisible factors all the sides of a triangle well

multiple choice multiple answer question stores add value to the product by following features:correct answer free home delivery , gift wrapping , customised advice your answer free home delivery , gift wrapping , customised advice true/false question stimulus response approach and formula approach takes into consideration customer questions and individual customer needs. correct answer false your answer false multiple choice multiple answer question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility your answer line of internal interaction , line of interaction , line of visibility multiple choice multiple answer question advantages of endorsing brand strategy are:correct answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee your answer greater freedom of movement , least expensive way of giving substance to the company name , responsible for the guarantee list of attempted questions and answers true/false question reflection provides a model with which to identify. correct answer true your answer true select the blank question in case of services ________ can not be separated from consumption. correct answer production. your answer selling. 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 loss of quality control may also be accompanied by the ________ over operating costs. correct answer loss of control your answer loss of revenue 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 principal and intermediaries are too dependent

multiple choice single answer question for services its quality depends on :correct answer consumer's perception your answer consumer's perception multiple choice multiple answer question service skills and interactive training is required for:correct answer supporting the staff , front line employee , managers your answer supporting the staff , front line employee , managers multiple choice single answer question goods can be :correct answer standardized. your answer simultaneously produced & consumed. multiple choice single answer question strategies for enabling service promises are often referred to as :correct answer internal marketing your answer vertical marketing select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique 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. select the blank question sometimes employees can give ________ service spontaneously. correct answer extra your answer extra

service

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 multiple choice multiple answer question following are the service sectors :correct answer transportation. , tourism. , telephone & telegraph. your answer tourism. , telephone & telegraph. select the blank question increase in service industry is due ________. correct answer to resource scarcity. your answer to resource scarcity. multiple choice single answer question it creates a relationship and a strong bond with the customer that grows over time :correct answer brand equity your answer brand loyalty multiple choice single answer question services are :correct answer not tangible your answer not tangible select the blank question the problem with umbrella brand strategy stems from the failure to appreciate its ________. correct answer demand your answer quality 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. , increase in health awareness. true/false question for services all three marketing activities represented by the sides of triangle are critical to success. correct answer true your answer true multiple choice multiple answer question following are the examples of style changes :-

correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. your answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. multiple choice multiple answer question the challenge in many service settings is to design the physical space and evidence so that it can simultaneously support the needs and preferences of : correct answer customer , employees your answer manufacturer , customer multiple choice multiple answer question following are the people processing services directed at people's bodies :correct answer health care. , lodging. , barbers. your answer health care. , lodging. , barbers. 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 readily displayed. multiple choice single answer question the effectiveness of the service can be judged on the basis of its :correct answer outcome. your answer outcome. multiple choice single answer question the solution to inseparability problem is :correct answer selecting and training public contact personnel. your answer selecting and training public contact personnel. select the blank question the ________ has made world wide brand building easier. correct answer internet your answer internet multiple choice single answer question jan carlzon the former ceo of sas made his firm from operation driven to :correct answer customer driven airline. your answer marketing driven airline. select the blank question customer ________ is essential to building winning brands. correct answer knowledge your answer involvement

true/false question product planners need to include three components in the design of the service offering. 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 marketing true/false question responsiveness does refers to non willingness to help customers. correct answer false your answer false true/false question relationship research does not involve comprehensive approach on all aspects of customers relationship with the service. correct answer false your answer false true/false question a complex service might be introduced without any formal objective depiction of the process. correct answer true your answer false true/false question there is an ambiguity between the roles of the principal and its intermediaries when 'empowerment' is the chosen strategy. correct answer true your answer true multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer strength , relevance 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 the main solution to intangibility of service is :correct answer creating a strong brand image of an organization.

your answer

personal contact.

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 true select the blank question the ________ elements forms service delivery system. correct answer visible your answer known select the blank question the extensive use of physical evidence varies by the ________. correct answer service type your answer service type match the following question correct answer your answer access does the airline have 24 hour toll free phone number? toll free phone number? customer gap

focus of the gap model focus of the gap model

credibility

does hospital have a good reputation?

does the airline have 24 hour

does hospital have a good reputation?

security is it safe to use the banks atms at night? is it safe to use the banks atms at night?

multiple choice single answer question services :correct answer can not inventoried. your answer can be displayed. multiple choice single answer question marketers should understand that zone of tolerance can even fluctuate within the same person depends upon :correct answer the situation your answer the situation multiple choice single answer question lack of patent protection is applicable for :correct answer services your answer services 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 logo multiple choice single answer question perishability of services referred to be that they :correct answer can not be saved. your answer can be stored.

list of attempted questions and answers multiple choice single answer question it links resource expenses to the variety and complexity of products produced :correct answer abc your answer abc multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , strength select the blank question performance of services is ________. correct answer intangible. your answer intangible. multiple choice single answer question the skill and knowledge necessary to do the job is :correct answer service competencies your answer service competencies select the blank question in case of services ________ can not be separated from consumption. correct answer production. your answer production. true/false question gap model is developed by zeithaml & bitner. correct answer true your answer true select the blank question service employees basically perform ________ functions. correct answer marketing your answer personnel

multiple choice single answer question it is estimating the total financial value of the brand :correct answer brand valuation your answer brand valuation multiple choice single answer question it is defined as the positive differential effect that knowing the brand name has on customer response to the product or service :correct answer brand equity your answer brand equity multiple choice multiple answer question emotional loyalty can be brought about in the following ways:correct answer personal relationship with the brand , user community your answer personal relationship with the brand , user community multiple choice multiple answer question the challenge in many service settings is to design the physical space and evidence so that it can simultaneously support the needs and preferences of : correct answer customer , employees your answer customer , employer , employees multiple choice multiple answer question following has brought changes in the way people now shop a days :correct answer computers , internet your answer catalogues , internet , malls true/false question front office automation has also revolutionised the sales function. correct answer true your answer true select the blank question perishability refers to the service provider's inability to ________. correct answer inventory services. your answer inventory services. 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 , caring multiple choice single answer question when technical quality of services can not be evaluated easily customers depend on their :-

correct answer own cues. your answer own perception. 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. match the following question correct answer your answer television broadcasting. channel 7.

channel 7.

railroad transportation. konkan railway. konkan railway. education services. retail trade.

indian institute of management. indian institute of management.

food world.

food world.

multiple choice single answer question this brand strategy reinforces the selling price of the brand and creates a strong brand image :correct answer line brand strategy your answer line brand strategy select the blank question every service encounter has its share of ________ customers. correct answer misbehaving your answer misbehaving multiple choice single answer question it is a measure of brand's potential profitability :correct answer earnings your answer earnings select the blank question the ________ model used to illustrate the factors that influence the service experience. correct answer servuction your answer servuction select the blank question increase in service industry is due ________. correct answer to resource scarcity. your answer to resource scarcity. multiple choice single answer

question marketers can have some control over their customer's impressions by :correct answer understanding cues. your answer understanding cues. true/false question service industry is a zero growth industry. correct answer false your answer false multiple choice single answer question this approach is based on the assumption that all customers can be persuaded by the same message :correct answer selling formula approach your answer selling formula approach 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 principal and intermediaries are too dependent

service

select the blank question brand ________ results from the concentrated efforts on a few brands. correct answer extension your answer loyalty select the blank question ________ is both the brand's backbone and its tangible added value. correct answer physique your answer physique true/false question stimulus response approach and formula approach takes into consideration customer questions and individual customer needs. correct answer false your answer false multiple choice multiple answer question advantages of a range brand policy are:-

correct answer focuses on single brand image , creates brand capital , cost of launch is low your answer creates brand capital , cost of launch is low , focuses on single brand image true/false question services are deeds and efforts. correct answer true your answer false 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 multiple answer question names of customer relationship building approaches are:correct answer financial benefits , structural ties , social benefits your answer social benefits , cultural benefits multiple choice multiple answer question what are the internal facets of brand identity prism? correct answer personality , culture , self image your answer personality , culture , self image multiple choice multiple answer question following are possessing processing services directed at physical posessions :correct answer freight transportation. , repair & maintenance. , warehousing / storage. your answer freight transportation. , repair & maintenance. , warehousing / storage. select the blank question nature of service quality is ________. correct answer multi dimensional your answer multi dimensional 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 multi brand policy can stop any new competitor's entering a market. correct answer true your answer true multiple choice single answer

question it is a set of tasks that combine to compose the processes needed to create and deliver the service :correct answer activity your answer activity select the blank question contact employee personifies the ________ in the customer's eye. correct answer firm your answer culture true/false question the interbrand approach measures the consumer's perception of the brand which is critical for marketing decision making. correct answer false your answer false multiple choice single answer question the main solution to intangibility of service is :correct answer creating a strong brand image of an organization. your answer creating a strong brand image of an organization. multiple choice multiple answer question advantages of a generalist approach are:correct answer maximises advertising synergy , customer loyalty , allows for existence of two separate dealers your answer maximises advertising synergy , customer loyalty multiple choice single answer question the services lacks of :correct answer service inventories. your answer service inventories. true/false question service development, design & delivery are intricately intertwined, hence they should not work together. correct answer true your answer false multiple choice multiple answer question following are the examples of style changes :correct answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms. your answer repainting retail branches. , vehicles in new colour schemes. , outfitting service employees in new uniforms.

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 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

service

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. list of attempted questions and answers multiple choice multiple answer question advantages of a range brand policy are:correct answer focuses on single brand image , creates brand capital , cost of launch is low your answer brand opacity , creates brand capital , cost of launch is low multiple choice single answer question the molecular model is developed by :correct answer lynn shostack. your answer madam query. 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 multiple answer question the three overlapping subsystems are :correct answer service operations , service delivery , service marketing your answer service operations , service delivery , service communications multiple choice single answer question employee appearance and dress are important dimensions of which service quality? correct answer tangibles your answer tangibles 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 , packaging , designing multiple choice multiple answer question factors influencing service pricing are:correct answer variablilty of both inputs and outputs , many services are hard to evaluate , importance of time factor your answer ownership of services , variablilty of both inputs and outputs , importance of time factor 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 select the blank question the marketers of services emphasize on tangiblising the ________. correct answer intangibles your answer intangibles true/false question blue printing offers an excellent way to understand customer's service experience. correct answer false your answer true multiple choice single answer question the service marketing triangle have evolved by :correct answer mary jo bitner your answer philip kotler

multiple choice single answer question in this brand strategy the brand communicates in a generic manner by developing its unique brand concept :correct answer range brand strategy your answer endorsing brand strategy select the blank question increase in service industry is due ________. correct answer to resource scarcity. your answer to resource scarcity. multiple choice multiple answer question value of a brand is a function of which two factors? correct answer earnings , strength your answer earnings , differentiation 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 forecast future expectations of customers. multiple choice multiple answer question brand strength is measured against which key attributes? correct answer market , leadership , geography your answer market , leadership , topography select the blank question basic element in pr strategy is the preparation of ________. correct answer press release your answer press release true/false question distributing an innovation to all brands minimises the ability to justify a premium price for the top innovative brand. correct answer true your answer true 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 pedestrian counts

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 principal and intermediaries are too dependent

service

select the blank question customer ________ is essential to building winning brands. correct answer knowledge your answer involvement true/false question the greater the number of different services a customer purchases from a single supplier, the closer the relationship. correct answer true your answer true multiple choice single answer question marketers should understand that zone of tolerance can even fluctuate within the same person depends upon :correct answer the situation your answer the situation multiple choice multiple answer question three horizontal lines of the service blue print are:correct answer line of internal interaction , line of interaction , line of visibility your answer line of internal interaction , line of external interaction , line of visibility multiple choice multiple answer question which of the features are on the right side of the brand identity hexagonal prism? correct answer personality , culture , self image your answer culture , self image multiple choice single answer question which dimension of service equality is highly dependent on employee's ability to communicate their credibility and to inspire trust and confidence :correct answer assurance your answer responsiveness multiple choice single answer question the following is new core products for markets that have not been previously defined :correct answer major service innovations your answer major product innovations select the blank

question brand ________ results from the concentrated efforts on a few brands. correct answer extension your answer extension select the blank question ________ are at the crux of transactions and exchanges between people. correct answer brands your answer brand identity select the blank question brand's ________ are a measure of potential profitability. correct answer earnings your answer earnings 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 true/false question a multi brand policy can stop any new competitor's entering a market. correct answer true your answer true multiple choice multiple answer question the examples of backstage failures include :correct answer not receiving your course grades , delay in flights , receiving incorrect hotel bill your answer not receiving your course grades , delay in flights , receiving incorrect hotel bill true/false question the pricing of services is difficult. correct answer true your answer true multiple choice multiple answer question communities can be created offline through which of the following techniques? correct answer membership organisations , community based grass root events , customer contests your answer membership organisations , community based grass root events , customer published web magazines true/false question the vandals resort to physical abuse or damage of property. correct answer true your answer true

true/false question the corporate culture must reinforce the brand essence, promise and personality. correct answer true your answer true match the following question correct answer your answer definition of value

what i get for what i givethe quality i get for the price i pay

setting price to recover full costs cost based pricing

what i get for what i give

cable, television, electricity, water, telephone etc regulation and pricing of utility services regulation and pricing of utility services alternative to bidding

negotiation

negotiation

multiple choice single answer question a fast food outlet refer to following features of services :correct answer intangibility. your answer price sensitivity. select the blank question the ________ has no intention of paying is a misbehaving customer. correct answer thief your answer supplier multiple choice single answer question the clear evident is not possible in case of services like :correct answer lawyer. your answer lawyer. select the blank question the purpose of ________ is to project a positive and consistent image to the public. correct answer socialisation your answer socialisation multiple choice multiple answer question functions of retail salespersons are:correct answer customer contact , stock work , house keeping your answer customer contact , stock work , wholesale contact select the blank question employees response to customer needs & requests is called as ________. correct answer adaptability. your answer credibility

select the blank question there are ________ ways of testing the response to marketing mix variables. correct answer alternative your answer three multiple choice single answer question the number of interlinked groups that work together in service marketing triangle are :correct answer three your answer three multiple choice single answer question the effectiveness of the service can be judged on the basis of its :correct answer outcome. your answer outcome. true/false question advertising and public relations can be effective in encouraging evaluation and trial. correct answer false your answer true