Professional Documents
Culture Documents
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
true/false
question coupons cannot be printed on the backs of atm receipts.
correct answer false
your answer true
true/false
question goods are sold first and then produced and consumed simultaneously.
correct answer false
your answer false
application of service blue print computer systems analysis top down and bottom up
approach
service blue print top down and bottom up approach computer systems analysis
service process element of extended marketing mix element of extended marketing mix
service operation service personnel & physical facilities. service personnel & physical
facilities.
servuction model visible & invisible factors visible & invisible factors
fedex corporation all the sides of a triangle well aligned. all the sides of a triangle well
aligned.
the inanimate environment all the non living features of service encounter. all the non living
features of service encounter.
true/false
question the benefit from source brand strategy lies in its ability to provide a two tiered
sense of difference and depth.
correct answer true
your answer true
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
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 responsiveness does refers to non willingness to help customers.
correct answer false
your answer false
true/false
question for a retailer, brand is a means and not a necessity.
correct answer true
your answer true
true/false
question services are intangibles.
correct answer true
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 two major dimensions of y & r model are: leadership and stability.
correct answer false
your answer true
true/false
question a brand should strive to create a sense of community.
correct answer true
your answer true
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
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
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
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
true/false
question service industry is a zero growth industry.
correct answer false
your answer false
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
true/false
question the corporate culture must reinforce the brand essence, promise and personality.
correct answer true
your answer true
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
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
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
true/false
question the pricing of services is difficult.
correct answer true
your answer true
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
cit methodology collecting critical incidents data. collecting critical incidents data.
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
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
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
true/false
question the pricing of services is difficult.
correct answer true
your answer false
true/false
question for a retailer, brand is a means and not a necessity.
correct answer true
your answer true
true/false
question the vandals resort to physical abuse or damage of property.
correct answer true
your answer true
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
true/false
question profound customer knowledge is essential to building winning brands
correct answer true
your answer true
true/false
question services are intangibles.
correct answer true
your answer true
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
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
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
true/false
question the pricing of services is difficult.
correct answer true
your answer false
true/false
question for a retailer, brand is a means and not a necessity.
correct answer true
your answer true
true/false
question the vandals resort to physical abuse or damage of property.
correct answer true
your answer true
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
true/false
question profound customer knowledge is essential to building winning brands
correct answer true
your answer true
true/false
question services are intangibles.
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
true/false
question levels of customer contact is used as variable in services classification.
correct answer true
your answer true
service operation service personnel & physical facilities. service personnel & physical
facilities.
servuction model visible & invisible factors visible & invisible factors
fedex corporation all the sides of a triangle well aligned. all the sides of a triangle well
aligned.
the inanimate environment all the non living features of service encounter. all the non living
features of service encounter.
true/false
question advertising and public relations can be effective in encouraging evaluation and
trial.
correct answer false
your answer true
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
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
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
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
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 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 internal procedures must support quality service performance.
correct answer true
your answer true
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 brand stature is a combination of esteem and knowledge.
correct answer true
your answer true
true/false
question empathy is non ability to provide caring individualized attention the firm provides
its customers.
correct answer false
your answer false
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 service pricing strategies are often unsuccessful.
correct answer true
your answer true
the inanimate environment all the non living features of service encounter. all the non living
features of service encounter.
service operation service personnel & physical facilities. service personnel & physical
facilities.
servuction model visible & invisible factors visible & invisible factors
fedex corporation all the sides of a triangle well aligned. all the sides of a triangle well
aligned.
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
true/false
question reflection provides a model with which to identify.
correct answer true
your answer true
true/false
question two major dimensions of y & r model are: leadership and stability.
correct answer false
your answer true
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
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
true/false
question product planners need to include three components in the design of the service
offering.
correct answer true
your answer true
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
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
access does the airline have 24 hour toll free phone number? does the airline have 24 hour
toll free phone number?
customer gap focus of the gap model focus of the gap model
credibility does hospital have a good reputation? 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 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
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
true/false
question control can have negative ramifications within intermediaries.
correct answer true
your answer true
true/false
question services are not patentable.
correct answer true
your answer true
true/false
question the business strategy in a production line organisation is one of differentiation
and customisation.
correct answer false
your answer true
speed and delivery of services is a issue due to heterogeneity nature. heterogeneity nature.
inseparability refers to the involvement of other customers in the service production process.
the involvement of other customers in the service production process.
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
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
true/false
question product planners need to include three components in the design of the service
offering.
correct answer true
your answer true
true/false
question the pricing of services is difficult.
correct answer true
your answer false
true/false
question for a retailer, brand is a means and not a necessity.
correct answer true
your answer true
true/false
question the vandals resort to physical abuse or damage of property.
correct answer true
your answer true
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
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
true/false
question services are intangibles.
correct answer true
your answer true
true/false
question front office automation has also revolutionised the sales function.
correct answer true
your answer true
true/false
question service industry is a zero growth industry.
correct answer false
your answer false
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
true/false
question services are deeds and efforts.
correct answer true
your answer false
true/false
question a multi brand policy can stop any new competitor's entering a market.
correct answer true
your answer true
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 service development, design & delivery are intricately intertwined, hence they
should not work together.
correct answer true
your answer false
access does the airline have 24 hour toll free phone number? does the airline have 24 hour
toll free phone number?
customer gap focus of the gap model focus of the gap model
credibility does hospital have a good reputation? 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?
service operation service personnel & physical facilities. service personnel & physical
facilities.
servuction model visible & invisible factors visible & invisible factors
fedex corporation all the sides of a triangle well aligned. all the sides of a triangle well
aligned.
the inanimate environment all the non living features of service encounter. all the non living
features of service encounter.
true/false
question the 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
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
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
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
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
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
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
true/false
question front office automation has also revolutionised the sales function.
correct answer true
your answer true
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
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 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
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 service culture can be developed quickly.
correct answer false
your answer false
research objective for service to monitor & track service performance. to monitor & track
service performance.
true/false
question two major dimensions of y & r model are: leadership and stability.
correct answer false
your answer true
true/false
question services can easily stored.
correct answer false
your answer false
the inanimate environment all the non living features of service encounter. all the non living
features of service encounter.
service operation service personnel & physical facilities. service personnel & physical
facilities.
servuction model visible & invisible factors visible & invisible factors
fedex corporation all the sides of a triangle well aligned. all the sides of a triangle well
aligned.
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 service pricing strategies are often unsuccessful.
correct answer true
your answer true
access does the airline have 24 hour toll free phone number? does the airline have 24 hour
toll free phone number?
customer gap focus of the gap model focus of the gap model
credibility does hospital have a good reputation? 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
true/false
question brand strength is a combination of differentiation and relevance.
correct answer true
your answer true
true/false
question services are intangibles.
correct answer true
your answer true
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
true/false
question closing the customer gap is not the outcome of gap model.
correct answer false
your answer false
--
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 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
true/false
question a brand should strive to create a sense of community.
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
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 external brand building is essential to internal brand building.
correct answer false
your answer true
cit methodology collecting critical incidents data. collecting critical incidents data.
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 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
true/false
question a brand should strive to create a sense of community.
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
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 external brand building is essential to internal brand building.
correct answer false
your answer true
cit methodology collecting critical incidents data. collecting critical incidents data.
true/false
question goods are sold first and then produced and consumed simultaneously.
correct answer false
your answer true
true/false
question empathy is non ability to provide caring individualized attention the firm provides
its customers.
correct answer false
your answer true
true/false
question services are sold first and then produced and consumed simultaneously.
correct answer true
your answer true
true/false
question service development, design & delivery are intricately intertwined, hence they
should not work together.
correct answer true
your answer true
brand equity measure first recall awareness awareness, relevant differentiation, emotional
connection
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
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
true/false
question stimulus response approach and formula approach takes into consideration
customer questions and individual customer needs.
correct answer false
your answer false
true/false
question one of the problem encountered with range product strategy is of brand opacity.
correct answer true
your answer true
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
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 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
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
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 service industry is a zero growth industry.
correct answer false
your answer false
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.
true/false
question the firm do not collects & documents complaints from customers.
correct answer false
your answer false
true/false
question product planners need to include three components in the design of the service
offering.
correct answer true
your answer true
true/false
question the vandals resort to physical abuse or damage of property.
correct answer true
your answer true
true/false
question a shelf without the favourite market brands is unattractive in the eyes of the
customers.
correct answer true
your answer true
speed and delivery of services is a issue due to heterogeneity nature. heterogeneity nature.
inseparability refers to the involvement of other customers in the service production process.
the involvement of other customers in the service production process.
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
true/false
question closing the customer gap is not the outcome of gap model.
correct answer false
your answer false
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
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
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
true/false
question the pricing of services is difficult.
correct answer true
your answer false
true/false
question for a retailer, brand is a means and not a necessity.
correct answer true
your answer true
true/false
question the vandals resort to physical abuse or damage of property.
correct answer true
your answer true
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
true/false
question profound customer knowledge is essential to building winning brands
correct answer true
your answer true
true/false
question services are intangibles.
correct answer true
your answer true
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
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
example of purchasing space from another provider shopper's stop in a big shopping mall
pedestrian counts
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
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
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
true/false
question the pricing of services is difficult.
correct answer true
your answer true
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
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
true/false
question advertising and public relations can be effective in encouraging evaluation and
trial.
correct answer false
your answer true
total set- 2
set -1
question the goods can be ________ at one locality and transported for sale in another locality.
correct answer produced
question ________ is both the brand's backbone and its tangible added value.
correct answer physique
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 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 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 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 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 neither ________ service nor its supplementary elements are delivered continuously
throughout the duration of service performance.
correct answer core
question the problem with umbrella brand strategy stems from the failure to appreciate its
________.
correct answer demand
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 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 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 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 a strong brand ________ gives relevant, differentiated, purchase motivating benefit to
the target customer
correct answer promise
question co-creating a brand with it's customers will help the brand continue to thrive.
correct answer true
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 the quarrelsome refers to those misbehaving customers who quarrel with other
customers or with their own group members.
correct answer false
question it is a tool that addresses the challenges of designing and specifying intangible
service processes :-
correct answer service blue printing
question time, fatigue, negative feelings etc are the ________ costs of service.
correct answer non-financial
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 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 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 services :-
correct answer can not inventoried.
skipped/unsolved questions
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
true/false
question services are intangibles.
correct answer true
your answer true
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
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
true/false
question control can have negative ramifications within intermediaries.
correct answer true
your answer true
true/false
question a complex service might be introduced without any formal objective depiction of
the process.
correct answer true
your answer true
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
true/false
question identifying the benefits & the attributes are not included in customers requirement
research.
correct answer false
your answer false
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
true/false
question critical study are not useful as alternatives to complaint solicitation.
correct answer false
your answer false
true/false
question the bankrupt run out of cash & end up in default of payment.
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
true/false
question closing the customer gap is not the outcome of gap model.
correct answer false
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
inseparability refers to the involvement of other customers in the service production process.
the involvement of other customers in the service production process.
true/false
question service development, design & delivery are intricately intertwined, hence they
should not work together.
correct answer true
your answer true
true/false
question reflection provides a model with which to identify.
correct answer true
your answer true
true/false
question two major dimensions of y & r model are: leadership and stability.
correct answer false
your answer false
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
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
true/false
question control can have negative ramifications within intermediaries.
correct answer true
your answer true
true/false
question services are not patentable.
correct answer true
your answer true
true/false
question the business strategy in a production line organisation is one of differentiation
and customisation.
correct answer false
your answer true
speed and delivery of services is a issue due to heterogeneity nature. heterogeneity nature.
inseparability refers to the involvement of other customers in the service production process.
the involvement of other customers in the service production process.
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
servuction model visible & invisible factors visible & invisible factors
fedex corporation all the sides of a triangle well aligned. all the sides of a triangle well
aligned.
the inanimate environment all the non living features of service encounter. all the non living
features of service encounter.
true/false
question advertising and public relations can be effective in encouraging evaluation and
trial.
correct answer false
your answer true
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
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
true/false
question stimulus response approach and formula approach takes into consideration
customer questions and individual customer needs.
correct answer false
your answer false
true/false
question one of the problem encountered with range product strategy is of brand opacity.
correct answer true
your answer true
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
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
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
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
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 service industry is a zero growth industry.
correct answer false
your answer false
true/false
question the bankrupt run out of cash & end up in default of payment.
correct answer true
your answer true
true/false
question the firm do not collects & documents complaints from customers.
correct answer false
your answer false
true/false
question product planners need to include three components in the design of the service
offering.
correct answer true
your answer true
true/false
question the vandals resort to physical abuse or damage of property.
correct answer true
your answer true
true/false
question a shelf without the favourite market brands is unattractive in the eyes of the
customers.
correct answer true
your answer true
speed and delivery of services is a issue due to heterogeneity nature. heterogeneity nature.
inseparability refers to the involvement of other customers in the service production process.
the involvement of other customers in the service production process.
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
true/false
question closing the customer gap is not the outcome of gap model.
correct answer false
your answer false
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
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.
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
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
true/false
question control can have negative ramifications within intermediaries.
correct answer true
your answer true
true/false
question a complex service might be introduced without any formal objective depiction of
the process.
correct answer true
your answer true
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
true/false
question identifying the benefits & the attributes are not included in customers requirement
research.
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
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
true/false
question internal procedures must support quality service performance.
correct answer true
your answer true
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
true/false
question brand stature is a combination of esteem and knowledge.
correct answer true
your answer true
true/false
question empathy is non ability to provide caring individualized attention the firm provides
its customers.
correct answer false
your answer false
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 service pricing strategies are often unsuccessful.
correct answer true
your answer true
the inanimate environment all the non living features of service encounter. all the non living
features of service encounter.
service operation service personnel & physical facilities. service personnel & physical
facilities.
servuction model visible & invisible factors visible & invisible factors
fedex corporation all the sides of a triangle well aligned. all the sides of a triangle well
aligned.
true/false
question stimulus response approach and formula approach takes into consideration
customer questions and individual customer needs.
correct answer false
your answer false
true/false
question reflection provides a model with which to identify.
correct answer true
your answer true
true/false
question two major dimensions of y & r model are: leadership and stability.
correct answer false
your answer true
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
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
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
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
access does the airline have 24 hour toll free phone number? does the airline have 24 hour
toll free phone number?
customer gap focus of the gap model focus of the gap model
credibility does hospital have a good reputation? 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 gap model is developed by zeithaml & bitner.
correct answer true
your answer true
true/false
question front office automation has also revolutionised the sales function.
correct answer true
your answer true
true/false
question service industry is a zero growth industry.
correct answer false
your answer false
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
true/false
question stimulus response approach and formula approach takes into consideration
customer questions and individual customer needs.
correct answer false
your answer false
true/false
question services are deeds and efforts.
correct answer true
your answer false
true/false
question a multi brand policy can stop any new competitor's entering a market.
correct answer true
your answer true
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 service development, design & delivery are intricately intertwined, hence they
should not work together.
correct answer true
your answer false
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
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
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
true/false
question the pricing of services is difficult.
correct answer true
your answer false
true/false
question for a retailer, brand is a means and not a necessity.
correct answer true
your answer true
true/false
question the vandals resort to physical abuse or damage of property.
correct answer true
your answer true
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
true/false
question profound customer knowledge is essential to building winning brands
correct answer true
your answer true
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
true/false
question blue printing offers an excellent way to understand customer's service
experience.
correct answer false
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
example of purchasing space from another provider shopper's stop in a big shopping mall
pedestrian counts
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
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
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
true/false
question the pricing of services is difficult.
correct answer true
your answer true
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
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
true/false
question advertising and public relations can be effective in encouraging evaluation and
trial.
correct answer false
your answer true