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WorksheetsService Marketing Quiz 3
Total questions: 35
Worksheet time: 35mins
Name of the Student
Class Roll No.
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Father's Name
Mobile No.
How might a business evaluate the effectiveness of its loyalty programs in service businesses?
By analyzing customer retention and satisfaction data
By increasing the number of advertisements
By reducing the number of employees
By expanding into new markets only
How do expectations act for customers in the context of services?
As reference points or standards
As marketing tools
As financial incentives
As legal requirements
Customer expectations can change over time due to which of the following factors?
Expectations remain unchanged regardless of circumstances.
Government regulations only.
Advertising is the sole influence.
Previous experiences, increased demands, and experiences with competitors.
The difference between desired service and adequate service is called:
Service quality gap
Zone of tolerance
Service recovery
Customer delight
Which level of customers’ expectations is based on previous experiences?
Ideal Level of Service
Experience Based Expectation
Acceptable Level of Expectation
Normal level of Service
What characterizes the Normal Level of Service?
It is the level of service that everyone is receiving and is considered fair treatment.
It is the minimum level of service.
It is the most minimum level of service tolerable for the first time.
It is connected with the past experience of customers.
Which of the following is a type of customer loyalty?
Behavioral loyalty
Attitudinal loyalty
Both (a) and (b)
None of the above
How does the Acceptable Level of Expectation differ from the Tolerable Level of Expectation?
Acceptable is the "OK" level, while Tolerable is the most minimum level one can tolerate for the first time.
Acceptable is the highest level, while Tolerable is the minimum.
Acceptable is based on past experience, while Tolerable is fair treatment.
Acceptable is the minimum, while Tolerable is the maximum.
If a customer had a negative experience at a restaurant, what are they most likely to do on their next visit?
Lower their expectations or avoid the restaurant
Expect better service automatically
Recommend the restaurant to friends
Ignore their previous experience
A passenger who has flown with Singapore Airlines before expects world-class service again. What reasoning supports this expectation?
Consistent performance in previous experiences
Low ticket prices
Attractive advertising
Convenient flight schedules
Which of the following best describes why Word of Mouth (WOM) is powerful in services?
Because intangibility makes customers rely on others’ experiences.
Because services are always visible.
Because advertisements are not effective.
Because prices are always low.
What is a likely impact of negative Google reviews of a hotel?
They may lower expectations and influence booking decisions.
They increase the hotel's prices.
They guarantee better service.
They have no effect on customer decisions.
How do Zomato/Swiggy ratings affect customer expectations?
They directly impact expectations about food quality and service.
They only affect delivery time.
They have no impact on expectations.
They only influence restaurant location choices.
If a company’s marketing communication overpromises and under-delivers, what is the most likely outcome?
Customer dissatisfaction
Increased loyalty
No change in customer perception
Lower prices
Strategically, how can a company avoid customer frustration caused by marketing communications?
Ensure that performance matches the promises made in advertisements and communications.
Always overpromise to attract more customers.
Ignore customer feedback.
Focus only on product features, not service.
How do implicit service promises influence customer expectations?
By creating assumptions based on tangible cues like appearance and environment
By making direct statements about service
By offering contractual guarantees
By providing written warranties
A bank branch with poor maintenance is most likely to:
Lower customer expectations of efficiency
Increase customer trust in the bank
Guarantee faster service
Offer explicit service promises
Which of the following programs is most effective for building loyalty in services?
Mass advertising
Price wars
Relationship marketing
Random discounting
Which strategy focuses on helping employees deal with difficult situations involving customers?
Help Employees Cope with Problem Customers
Encourage Spontaneity
Enhance Customer Perceptions of Quality and Value through Pricing
Facilitate Adaptability and Flexibility
Which of the following best defines decision making?
The process of choosing between two or more alternatives.
The process of following a single path.
The act of avoiding all available options.
The process of making random guesses.
Which statement is NOT a correct definition of decision making as described in the material?
Decision making is the process of choosing between two or more alternatives.
Choosing an option of the few many available.
The selection of an action from two or more alternative choices.
Decision making is the process of eliminating all options.
Which of the following best describes decision making?
A goal oriented process.
A random process.
A process without objectives.
A process based on luck.
How does decision making help organizations or individuals?
By taking advantage of opportunities and fighting threats.
By ignoring opportunities and focusing only on threats.
By avoiding all opportunities.
By creating more threats.
Which of the following is NOT a step in the Pre-Purchase Stage?
Awareness of Need
Information Search
Evaluation of Alternatives
Product Delivery
What is one challenge customers face during the pre-purchase stage when selecting and using services?
A variety of perceived risks
Lack of payment options
Immediate product delivery
No need for information search
What are the two main characteristics of the service encounter stage?
Placing an order and service delivery by staff or self-servicing
Making a payment and leaving feedback
Advertising and marketing
Product manufacturing and packaging
A salon offers “5 visits = 6th visit free” to customers. This represents:
Gamified Loyalty Program
Visit-based (Punch Card) Program
Tiered Loyalty Program
Cashback Program
A luxury hotel assigns dedicated guest relation managers for repeat customers, remembers their preferences (e.g., favorite room type, meal choices), and offers complimentary upgrades on special occasions. This approach reflects which level of relationship marketing?
Reactive Marketing
Accountable Marketing
Proactive Marketing
Partnership Marketing
Redemption Rate of Rewards refers to
GDPR stands for:
