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WorksheetsRetail and Service Marketing Quiz
Total questions: 20
Worksheet time: 3mins
Which of the following is NOT a characteristic of services?
Intangibility
Perishability
Tangibility
Inseparability
The SERVQUAL model is used to measure:
Employee productivity
Market share
Service quality
Retail profitability
In retailing, 'store layout' refers to:
Employee training
Physical arrangement of merchandise
Customer satisfaction
Logistics management
Which of the following is an example of a service product?
Television
Refrigerator
Insurance policy
Laptop
Perishability in services means:
Services can be reused
Services can be stored
Services cannot be stored
Services last longer than goods
Which retail format offers limited assortment of goods at low prices?
Department store
Discount store
Supermarket
Specialty store
The 'Wheel of Retailing' concept explains:
How consumers shop
How retailers evolve over time
Logistics in retail
Global expansion strategies
The most unique element of the service marketing mix is:
Price
People
Place
Promotion
A 'service blueprint' is used to:
Sketch retail locations
Train employees
Visualize service delivery processes
Manage inventory
The main goal of CRM in service marketing is to:
Increase prices
Reduce staff
Build customer loyalty
Decrease promotion
In retailing, 'merchandising' means:
Product development
Display and presentation of products
Customer feedback
Store architecture
A 'category killer' is:
A retailer that offers a narrow range
A service provider in education
A dominant retailer in a specific category
A company with low product quality
The 7 Ps of services marketing include:
Planning
People
Process modeling
Packaging
Personal selling is most effective in:
Supermarkets
Online stores
Service marketing
Hypermarkets
Retail location strategy focuses on:
Advertising campaigns
Choosing store sites
Pricing decisions
Customer feedback
A major advantage of online retailing is:
Limited choice
No feedback
Shopping convenience
Poor service
Omnichannel retailing involves:
Using only physical stores
Ignoring customer service
Integrating online and offline channels
Removing mobile support
Differential pricing in services means:
Charging everyone the same
Offering bulk discounts
Charging different prices to different segments
Charging based on product cost
POS in retail refers to:
Product On Shelf
Price On Sale
Point Of Sale
Purchase Order Summary
Service recovery is about:
Promoting new services
Fixing service failures
Hiring staff
Cutting service costs
