Service Quiz Test

Which of the following is an example of a special request in advance to service delivery?

• Warranties.

• Refunds.

• Dietary requirements.

• Complaints.

A company’s ____________ helps to determine which supplementary services should be included.

• delivery system

• key service representative

• market positioning strategy

• location

Time is of great importance in services so operations managers have to be concerned about minimizing customer waiting time.

• True

• False

Which of the following is NOT considered an example of hospitality element?

• Greeting.

• Food and beverages.

• Toilets and washrooms.

• Advice.

Core products are surrounded by supplementary elements from each of the eight clusters of supplementary services.

• True

• False

The following are all business trends transforming service markets except ____________.

• a push to increase shareholder value.

• focus on quality and customer satisfaction.

• growth of franchising.

• new agreements on trade in market services.

DHL offers customers the opportunity to track the movements of their packages, which have been assigned a unique identification number. This is an example of ____________.

• order-taking

• safekeeping

• information

• consultation

The three broad categories of things processed in services are ____________, ____________, and ____________.

• people; physical objects; data

• people; organizations; documents

• physical objects; data; documents

• physical objects; organizations; data

The best way to help customers visualize your service is to highlight credentials/experience and educate consumers to make good choices.

• True

• False

The difference between a product and a service is that a product is a bundle of output, while a service is a bundle of supplementary services.

• True

• False