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WorksheetsSM - MODULE 1
Total questions: 25
Worksheet time: 19mins
What is referred to as a sub field of marketing which covers the marketing of both goods and services?
Relationship marketing
Transactional marketing
Service marketing
Diversity marketing
Which type of marketing includes marketing of FMCG?
Goods marketing
Place marketing
Guerrila marketing
Global marketing
Which sector is not only the dominant sector in India's GDP, but also attracted significant foreign investment flows and provided large scale employment?
Mining Sector
Agricultural sector
Manufacturing sector
Service sector
Which is not an element of physical evidence?
Employee dress
Employee training
Equipment
Facility design
Services sector is estimated to grow at what % in 2019-20?
3.9%
4.9%
6.9%
8.9%
Which factor refers to prescribing new rules to customers, employees and environment?
Social changes
Government policies
Globalization
Advance in IT
Personal outsourcing refers to which transformational factor in Service marketing?
Globalization
Advances in IT
Product Development
Social change
Growth in Franchising deals with which factor of transformation?
Social Change
Business Trend
Advances in IT
Globalization
Digitization of text, graphics, audio and video focuses on which transformational factor?
Advances in IT
Social change
Business Trend
Government policies
These are set of buyers who share common needs or characteristics that the company decides to serve.
Product
Partner
People
Passion
These are activities that communicate the merits of the overall product, which include looking at consistency of message and messaging, especially with and within the different targets/elements/components/parts?
Planning
Promotion
Presentation
People
The sum of the values that customers exchange for benefits of having or using the product/service.
Product
Price
Promotion
Place
The company's activities that make the product available , using distribution, trade channels, roles , coverage, locations , inventory and transportation.
Product
Price
Promotion
Place
An encounter which occurs between employee and customer in direct contact.
Phone encounter
Face to face encounter
Remote encounter
Close encounter
What has become a critical factor in Service marketing mix?
Place
Price
People
Promotion
Which of the following 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 view?
Front end planning
Service Blueprinting
Service Standardization
Servicescope
The service blueprint technique was first described by whom in Harvard Business Review in 1982?
Lynn Shostack
Richard Norman
Peter Drucker
Philip Kotler
Marketing mix theory was first coined by whom in 1960's?
David Aaker
Peter Drucker
E.Jerome McCarthy
Brian Carter
Service blueprints _____________ and how these are supported by back stage activities.
Enhance service scape features such as furniture and lighting
Complicate employee handling of special requests
Clarify the interactions between customers and employees
Enhance customer technical know how
The front stage category could include which of these individuals?
Maintenance Technicians
Customer Service Representatives
Graphic Designers
Line Supervisors
What are the four unique elements to included in services?
Independence, intangibility, inventory, and inception
Independence, increase, inventory, and intangibility
Intangibility, variability, inseparability, and perishability
Intangibility, independence, inseparability, and inventory
Which characteristic describes that services can not be stored?
Variability
Inseparability
Perishability
Inconsistency
Which of the following is not an element of people?
Motivation
Teamwork
Flow of activities
Customer Training
Which of the following is not considered as a part of Marketing mix in services?
Product
Price
Process
Practice
Which of the following is difficult to evaluate?
Jewellry
Auto Repair
Furniture
Clothing
