GOEL INSTITUTE OF TECHNOLOGY & MANAGEMENT, LUCKNOW

KMBMK04 – Marketing of Services

2nd SESSIONAL EXAM - MCQ
Time: 10:00am-1pm Marks: 60

1. Market Segmentation is useful for

(1) Preferential marketing
(2) Targeting existing client
(3) Identifying prospects
(4) Knowing customers’ tastes
(5) All of the above
2. The Target Group for Savings Deposit Account is
(1) New born babies
(2) Students
(3) Parents
(4) Businessman
(5) All of the above
3. Market segmentation can be resorted to by means of
(1) Segmenting by age
(2) Segmenting by income
(3) Segmenting geographically
(4) All of these
(5) None of these
4. Market information means_______
(1) Knowledge of industries
(2) Knowledge of household
(3) Knowledge of peers
(4) Knowledge of customers tastes
(5) All of these
5. Bancassurance means_______
(1) Banks promising to give loans
(2) Bank promising to pay interest
(3) Banks selling insurance products
(4) Assurance to repay loans
(5) None of these
6. Market segmentation means________
(1) Segmenting the salesmen
(2) Segmenting the employees
(3) Segmenting the customers as per their needs
(4) Segmenting the products
(5) All of these
7. A ‘Target Group’ means________
(1) A group of sellers
(2) A group of buyers
(3) A group of products
(4) A group of persons to whom sales should be focused
(5) All of these
8. The ultimate aim of the marketing is to provide
(1) More business to the company
(2) More profit
(3) More staff
(4) More production
(5) More products
9. Market segmentation means_______
(1) Segmentation of sales teams
(2) Allocation of territory
(3) Sales arrangement
(4) Segmentation of target group according to their needs
(5) Market share
10. Referral means_______
(1) Sales person
(2) All customers
(3) Lead provided by operation staff
(4) Calling the existing purchasers
(5) All purchasers
11. “USP” in marketing means________
(1) Unique selling practices
(2) Uniform selling practices
(3) United sales persons
(4) Unique selling proposition
(5) Useful sales person
12. The meaning of ‘conversion’ in terms of sale is ___________
(1) Designing new products
(2) Converting purchaser into sellers
(3) Converting seller into purchasers
(4) Converting perspective customers into purchasers
(5) Conversion of religion
13. On-line marketing is mostly useful for marketing of
(1) Saving accounts
(2) Credit cards
(3) Home loans
(4) NRI deposits
(5) Business accounts
14. Digital Marketing is similar to_______
(1) Online marketing
(2) Cold calling
(3) Web designing
(4) Market fore-cast
(5) Outdoor marketing
15. Full form of DSA is______
(1) Delivery Staff Agency
(2) Direct Selling Agent
(3) Direct Supplier Agent
(4) Distribution and Supply Agency
(5) Driving Sales Ahead
16. Digital Banking can be resorted through:
(1) Mobile phones
(2) Internet
(3) Telephones
(4) All of these
(5) None of these
17. Market expansion means
(1) Hiring more staff
(2) Firing more staff
(3) Buying more products
(4) Buying more companies
(5) Growth in sales through existing and new products
18. One of the methods for market monitoring is
(1) To watch T.V serials
(2) To discuss with other sales persons
(3) To monitor media outlets
(4) All of these
(5) None of these
19. Value-Added service means:
(1) Costlier products
(2) Additional benefits at the same cost
(3) Extra work by the sales persons
(4) All of these
(5) None of these
20. Internet marketing means _______
(1) Marketing to oneself
(2) Marketing to the core group
(3) Marketing to the employees
(4) All of these
(5) None of these
21. Networking makes marketing_________
(1) Very difficult
(2) Very cumbersome
(3) Easy to handle
(4) Has no role in marketing
(5) None of these
22. The target group for marketing of Internet Banking is
(1) All customers
(2) All literate customers
(3) All computer literate customers
(4) Only borrowers
(5) All of these
23. Marketing is the combined study of______
(1) Buyer’s behaviour and consumer tasks
(2) Product demand and product supply
(3) Brand building and publicity
(4) Sales force abilities and customer responses
(5) All of these
24. A “Lead” means_____
(1) A buyer
(2) A seller
(3) Employee
(4) Employer
(5) None of these
25. A “prospect” means_____
(1) Company’s prospectus
(2) Company’s memorandum of association
(3) A likely buyer
(4) A likely seller
(5) None of these
26. To “close a call” means__________
(1) To clinch the sales
(2) To abandon the sales
(3) To lose the business
(4) To annoy the customer
(5) To exit from the sales team
27. “USP” in marketing means______
(1) Useful sales procedures
(2) Useful selling propositions
(3) Useful sales persons
(4) Used sales plans
(5) Unique selling propositions
28. “HNI” means_____
(1) Highly Non-Interested Individuals
(2) Highly Needy Individuals
(3) High Network Individuals
(4) Highly Negative Individuals
(5) None of these
29. Digital marketing includes-Find the incorrect answer
(1) Web advertisement
(2) E-mail canvassing
(3) Blogs
(4) SMS campaigns
(5) Mobile alerts
30. Marketing can be effected by_________
(1) Bringing in new customers
(2) Retaining existing customers
(3) Selling more to existing customers
(4) Quality pre and post sales service
(5) All of these
31. Of the 4P’s of marketing, 3 are product, place and promotion, which is the 4th P?
(1) Price
(2) Pricing
(3) Purpose
(4) Pride
(5) Pursuit
32. Innovation in marketing means:
(1) Good commutation skills
(2) Good negotiation skills
(3) Spirited motivation
(4) Novel methods of selling
(5) Tired of marketing
33. A mission statement is______
(1) Same as vision statement
(2) Same as targets
(3) Part of the marketing plan
(4) All of these
(5) None of these
34. Market research is required for
(1) Deciding sales volume
(2) Deciding production levels
(3) Deciding marketing strategies
(4) Deciding sales team numbers
(5) All of these
35. Motivation for sales persons can be achieved through
(1) High success rate of conversion
(2) Better sales incentives
(3) Continuous training and updating of knowledge
(4) Support from operation staff
(5) All of these
36. Diversification means______
(1) Attaching more customers
(2) Retaining existing customers
(3) Increasing sales volume
(4) All of these
(5) None of these
37. Data mining means______
(1) Same as database
(2) Same as data warehouse
(3) Market survey
(4) Analyzing the data on customers
(5) None of these
38. Customer database is_______
(1) Useful for lead generation
(2) Useful for cross selling
(3) Useful for CRM
(4) Useful for customization of products
(5) All of these
39. Data warehouse is_______
(1) A godown
(2) A shop selling computers
(3) A showroom
(4) A system where data on customers is stored
(5) None of these
40. Good marketing requires one of the following
(1) Proper planning
(2) Good team work
(3) Good communication skills
(4) Knowledge of products
(5) All of these
41. Service marketing is the same as________
(1) Transaction marketing
(2) Relationship marketing
(3) Internal marketing
(4) Outdoor marketing
(5) None of these
42. Marketing is influenced by________
(1) Product demand
(2) An public taste
(3) Buyer behaviour
(4) Brand image
(5) All of these
43. Marketing in banks is a necessity today, due to ____________
(1) Liberalization
(2) Nationalization
(3) Fashion
(4) Urbanization
(5) Marketing in banks is not necessary, as banking in India is more than 200 years
44. Marketing of services is resorted in_________
(1) Manufacturing concerns
(2) Insurance concerns
(3) Hostels
(4) Only (1) and (2)
(5) Only (2) and (3)
45. A DSA (Direct Selling Agent) is one________
(1) Who sells through the Internet
(2) Who sells direct to the client
(3) Who works on the Bank Counters
(4) Who works in back office setup
(5) None of these
46. A good and effective DSA should________
(1) Copy the competitor company
(2) Criticize the competitor company
(3) Join the competitor company
(4) Be passive
(5) Be more effective than the competitor company
47. Which of the following statements is correct
(1) Marketing is not required due to globalization
(2) Marketing causes higher expenses and losses
(3) Marketing is not required in profit- making companies
(4) Marketing sharpens the minds of the employees
(5) Marketing is a waste of time in established companies
48. Modern styles of marketing are________
(1) Telemarketing
(2) Web marketing
(3) Advertisement on the net
(4) E-mails
(5) All of these
49. “All human actors who play a part in service delivery and thus influence the buyer’s
perceptions: namely, the firm’s personnel, the customer and other customers in the service
environment.”
(1) Process
(2) Physical Environment
(3) People
(4) Place
50. ……………is the difference between customer expectations and perceptions.
(1) Customer Delight
(2) Customer Satisfaction
(3) Customer Gap
(4) The supplier Gap
51. Which of the following is difficult to evaluate in terms of Services?
(1) Jewellery
(2) Auto repair
(3) Furniture
(4) Clothing
52. Evaluation of Medical Diagnosis service is mainly depends on
(1) High in experience quality
(2) High in credence quality
(3) High in search quality
(4) Both a and c
53. …………..is defined a the caring, individualized attention that the firm provides its
customers.
(1) Empathy
(2) Responsiveness
(3) Sympathy
(4) Assurance
54. Which of the following is not a type of Service encounters?
(1) Remote encounters
(2) Phone encounters
(3) Face to face encounters
(4) Check in Encounters
55. ………………..is a tool for simultaneously depicting the service process, the points of
customer contact, and the evidence of service from the customer’s point of
(1) Front end planning
(2) Service Blueprinting
(3) Service Standardization
(4) None of these
56. “…….is the culture where an appreciation for good service exists and where giving
good service to internal as well as ultimate, external customers is considered a natural way
of life and one of the most important norms by everyone.”
(1) Service culture
(2) Corporate culture
(3) Service Triangle
(4) Service Quality Dimensions
57. SSTs stands for…….
(1) Stable Service Technologies
(2) Social Service Technologies
(3) Smart Service Technologies
(4) Self Service Technologies
58. ……………are the only service distributors which do not require direct human
interactions.
(1) Electronic Channels
(2) SSTs
(3) Direct Service Channels
(4) Speculative channels
59. Standardized and customized flow of activities, simple and complex number of steps
and customer involvement by which a service is delivered is called……..
(1) Place Mix
(2) Physical Evidence Mix
(3) Process Mix
(4) People Mix
60. Select name of the country having maximum percent of GDP attributed to services
(1) United States
(2) China
(3) Germany
(4) India