Marketing Management and Service Marketing MCQs with Answers are suitable for preparation for various competitive and academic exams like UGC, NET, BCOM, MCOM, MBA, BBA, and many other regular and distance education courses like SMU, JAMIA, DU, AMU, BHU, AIMA, AMITY, SCDL, etc.
To help you get started, we have compiled a list of 75 marketing management and service marketing MCQs with answers. These questions will help you assess your skills and improve your performance in this important field.
Introduction to Marketing Management
Marketing management is one of the most important and complex business functions. To be successful in this field, it is essential to have strong marketing skills. However, even with a degree in marketing, it can be difficult to know which questions to ask in an interview or to answer on a resume.
1. Marketing management is the process of directing and managing the marketing activities of a business in order to achieve its strategic objectives.
1. Marketing management is the process of planning, implementing, and managing the marketing activities of a company to create customer demand and satisfy shareholders.
3. The five major functions of marketing management are market research, market segmentation, product positioning, pricing, and promotion.
Brief Introduction to Service marketing
Service marketing is a marketing strategy that centers on creating and delivering superior customer service. In order to be successful, service marketers must have a thorough understanding of the marketing management process.
1. Service marketing is a subset of marketing that focuses on the creation, delivery, and management of customer relationships in order to achieve business objectives.
2. Service marketing is a customer-focused approach to selling that focuses on creating customer experiences that are valuable and satisfying.
Marketing Management and Service Marketing MCQs
The following are some key questions you might be asked on the Marketing Management service marketing MCQs:
1. Services marketing become difficult because of
A. Intangibility
B. no demand
C. More complex market
D. Difficult to enter the market
Answer: (A)
2. Which of the following businesses would be characterized as a pure service?
A. Insurance
B. Farming
C. Mining
D. There is no such thing as a pure service
Answer: (D)
3. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
A. The demand for services tends to be more elastic than the demand for goods
B. Cost-oriented pricing is more difficult for services
C. Comparing prices of competitors is more difficult for service consumers
D. Consumers are less able to stockpile services by taking advantage of discount prices
Answer: (B)
4. Charging customers different prices for essentially the same service is called
A. Price discrimination
B. Supply and demand
C. Complementary
D. Substitutes
Answer: (A)
5. Results in the practice of too narrowly defining one’s business
A. Services marketing
B. Marketing management
C. Marketing myopia
D. Customer experience
Answer: (C)
6. A buyer’s perception of value is considered a trade-off between
A. Product value and psychic cost
B. Total customer value and total customer cost
C. Image value and energy cost
D. Service value and monetary cost
Answer: (D)
7. Services are characterized by all of the following characteristics, except for
A. Intangibility
B. Homogeneity
C. Perishability
D. Inseparability
Answer: (B)
8. Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is:
A. Intangibility
B. Inseparability
C. Perishability
D. Heterogeneity
Answer: (A)
9. Services that occur without interruption, confusion, or hassle to the customer are called.
A. Seamless service
B. Service audit
C. Functional service
D. Departmental service
Answer: (A)
10. The mental energy spent by customers to acquire service is referred to as ___.
A. Image costs
B. Monetary price
C. Energy costs
D. Psychic costs
Answer: (C)
11. The unique service characteristic that reflects the interconnection between the service firm and its customer is called
A. Intangibility
B. Inseparability
C. Homogeneity
D. Perishability
Answer: (B)
12. Marketing problems caused by inseparability include all of the following, except for
A. The service provides a physical connection to the service
B. The involvement of the customer in the production process
C. Service standardization and quality control are difficult to achieve
D. The involvement of other customers in the production process
Answer: (C)
13. Which of the following statements pertains to inseparability and is false?
A. As customer contact increases, the efficiency of the firm decreases
B. Customers can affect the type of service desired
C. Customers can affect the length of the service transaction
D. Customers can affect the cycle of demand
Answer: (A)
14. The centralized mass production of services is difficult due to
A. Inseparability
B. Intangibility
C. Homogeneity
D. Perishability
Answer: (D)
15. Solutions used to minimize the marketing problems attributed to heterogeneity include
A. Standardizing or customizing the service
B. Using multi-site locations
C. Stressing tangible clues
D. Appealing to different market segments with different demand patterns
Answer: (A)
16. The unique service characteristic that deals specifically with the inability to inventory services is
A. Inseparability
B. Intangibility
C. Homogeneity
D. Perishability
Answer: (D)
17. Which of the following strategies increases the supply of services available to consumers?
A. The use of creative pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services
Answer: (B)
18. Customer satisfaction can be defined by comparing
A. Predicted service and perceived service
B. Predicted service and desired service
C. Desired service and perceived service
D. Adequate service and perceived service
Answer: (C)
19. The demand strategy in which service providers utilize their downtime by marketing to different segments with different demand patterns is associated with which of the following?
A. The use of creative pricing strategies
B. The use of reservation systems
C. Capacity sharing
D. Developing complementary services
Answer: (C)
20. The ___ dimension is an assessment of the firm’s consistency and dependability in-service performance
A. Empathy
B. Responsiveness
C. Assurance
D. Reliability
Answer: (D)
21. Which of the following would not be considered a tangible clue?
A. The appearance of employees
B. The appearance of the firm’s physical facilities
C. The smile on an employee’s face
D. The quality of instruction in an educational setting
Answer: (D)
22. Minimizing the amount of role conflict and role ambiguity experienced by employees will help reduce the size of this gap known as ___.
A. Knowledge gap
B. Standards gap
C. Delivery gap
D. Communications gap
Answer: (C)
23. Fixing the right price for services offered is difficult because ___
A. perishability
B. heterogeneity
C. inseparability
D. intangibility
Answer: (D)
24. The world’s largest industry in the private sector and highest projected generator of jobs is ___
A. The hospitality industry
B. Health services
C. Professional services
D. Business services
Answer: (D)
25. Focusing the firm marketing efforts on the existing customer base is called
A. Excellent customer service
B. Conquest retention
C. Customer retention
D. Courteous retention
Answer: (C)
26. The pursuit of new customers, as opposed to the retention of existing ones, is called
A. Services marketing
B. B2B marketing
C. Conquest marketing
D. Consumer marketing
Answer: (C)
27. The consumer decision process consists of
A. Stimulus, problem awareness, and purchase stages
B. Pre-purchase, consumption, and post-purchase stages
C. Problem awareness, evaluation of alternatives, and post-purchase behavior
D. Stimulus, information search, and post-purchase behavior
Answer: (B)
28. Which of the following statements is not true?
A. Service purchases are perceived as riskier than goods purchases
B. The participation of the consumer in the service process increases the perceived risk.
C. The variability in services increases the perceived risk associated with the Purchase
D. Consumers of services have less pre-purchase information versus goods
Answer: (B)
29. Service consumers tend to be more brand-loyal than goods consumers because
A. More choices are available
B. Brand loyalty lowers the perceived risk
C. Each service provider provides many brands
D. Location of the provider is the major driver in the consumer selection process
Answer: (B)
30. Competitor intelligence should be gathered
A. Once a year
B. Twice a year
C. Continuously
D. When competition is more
Answer: (C)
31. Which of the following is not a benefit of customer satisfaction?
A. The firm is more insulated from price competition
B. The firm provides a positive work environment for its employees
C. Positive word-of-mouth is generated from satisfied customers
D. Satisfied customers make purchases more frequently
Answer: (B)
32. The service industry has several emerging trends that organizations need to be aware of. Which of these should organizations keep a lookout for?
A. New competitors entering the marketplace
B. Advances in the internet
C. Heightened customer expectations
D. Advances in e-commerce
Answer: (A)
33. The zone of tolerance is defined by the difference between
A. Expected service and desired service
B. Predicted service and desired service
C. Desired service and adequate service
D. Predicted service and perceived service
Answer: (D)
34. Customers ultimately determine the services by ___
A. The type of competitors
B. The levels of marketing effectiveness and operational efficiency
C. The cycle of fluctuations
D. The price of the competitors
Answer: (B)
35. During a service recovery effort, the employee promptly refunded the customer’s money but threw the money at the customer. As a result, the recovery effort violated the customer’s ___ justice need
A. Interactional
B. Ethical
C. Social.
D. Procedural
Answer: (C)
36. Soft technologies refer to
A. Flexible rules that can be bent to meet customer needs
B. The personal touches that ultimately lead to customer satisfaction
C. Guidelines that permit employee empowerment
D. Hardware that facilitates the production of a standardized
Answer: (B)
37. The ___ is calculated by dividing the activity time by the number of locations at which the activity is performed.
A. Service cost per meal
B. Maximum output per hour
C. Process time.
D. Activity time.
Answer: (C)
38. Which of the following is not a step in the construction process of a service blueprint?
A. Obtaining scripts from both customers and employees
B. Segment customers based on the content of the script.
C. Identify steps in the process where the system can go awry.
D. Calculating the time frame for the service execution
Answer: (C)
39. A volume-oriented positioning strategy is achieved by
A. Reducing divergence
B. Increasing complexity
C. Reducing complexity
D. Increasing divergence
Answer: (D)
40. A buyers perception of value is considered a trade-off between
A. Product value and psychic cost
B. Total customer value and total customer cost
C. Image value and energy cost
D. Service value and monetary cost
Answer: (D)
41. Total customer value consists of all of the following components, except
A. Product value
B. Service value
C. Image value
D. Personnel value
Answer: (D)
42. Total customer cost consists of all of the following components except
A. Monetary cost
B. Social cost
C. Time cost
D. Energy cost
Answer: (B)
43. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
A. The demand for services tends to be more elastic than the demand for goods
B. Cost-oriented pricing is more difficult for services
C. Comparing the prices of competitors is more difficult for service consumers.
D. Self-service is a viable competitive alternative.
Answer: (D)
44. ___ is a firm view toward planning its operations according to market needs
A. Marketing orientation
B. Marketing functions
C. Marketing department
D. Marketing forecast
Answer: (A)
45. Which of the following is not a criterion for effective price discrimination?
A. The segments should be identifiable, and a mechanism must exist to price them differently.
B. Different groups of consumers should have similar responses to price.
C. Segments should be large enough to be profitable
D. Incremental revenues should exceed incremental costs.
Answer: (B)
46. Service firms often find themselves in a three-cornered fight between
A. Engineering, production, and accounting
B. Marketing, finance, and human resources
C. Operations, accounting, and marketing
D. Human resources, marketing, and operations
Answer: (D)
47. Customer frustration resulting from receiving poor service is most similar to
A. Image costs
B. Monetary price
C. Energy costs
D. Psychic costs
Answer: (D)
48. Among many services, the demand for medical services tends to be ___.
A. Inelastic.
B. Elastic.
C. Substitute demand
D. Price-cross-elastic demand
Answer: (A)
49. Customer competencies can be described as
A. Consumer expectations pertaining to the service delivery process and the final outcome
B. Customer perceptions regarding the quality of the outcome
C. Customer abilities that enable them to properly evaluate the services cape
D. The ability to interact effectively with other
Answer: (C)
50. Costs that are planned and are accrued during the operating period regardless of the level of production and sales are called
A. Direct variable costs
B. Fixed costs
C. Average costs
D. Marginal costs
Answer: (B)
51. The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
A. Long-term bundling
B. Mixed bundling
C. Price bundling
D. Product bundling
Answer: (C)
52. Which pricing strategies encourage the customer to expand his or her dealings with the service provider?
A. Relationship pricing
B. Price bundling
C. Benefit-driven pricing
D. Efficiency pricing
Answer: (A)
53. Do studies suggest that price is more likely to be used as a cue to quality under the following conditions?
A. When alternatives are of bad products
B. When the company is new to the market
C. When a price is the primary differential information available
D. When a customer does not have knowledge
Answer: (C)
54. The primary role of a service firm for the customer in the communication mix is to ___.
A. Confuse customers
B. Inform and remind customers
C. Oppose the competitor s claim
D. Persuade the dealers
Answer: (B)
55. The plan for differentiating the firm from its competitors in the eyes of consumers is referred to as the firms
A. Communication mix
B. Positioning strategy
C. Publicity.
D. Target marketing
Answer: (B)
56. Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of
A. Product differentiation
B. Personnel differentiation
C. Image differentiation
D. Service differentiation
Answer: (B)
57. The appropriate communication content during the introduction stage of the product life cycle would be
A. Informational
B. Informational and persuasive
C. Persuasive
D. Persuasive and a reminder
Answer: (B)
58. Which of the following is not a communication objective during the maturity and decline stages of the product life cycle?
A. Encourage repeat purchases
B. Provide ongoing contact with customers
C. Prepare the way for personal selling efforts
D. Express gratitude to the existing customer base.
Answer: (B)
59. Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle?
A. Informational
B. Informational and persuasive
C. Persuasive
D. Persuasive and reminder
Answer: (D)
60. The primary objective of a firms communication mix during the pre-consumption choice stage is to
A. sell the product
B. Minimize the perceived risk associated with the purchase
C. Encourage repeat purchases
D. Persuasively convince customers why the firms brand is superior to its competitors
Answer: (D)
61. The perceived consequences of a consumer s purchase decision are
A. Financial, social, and performance
B. Social, ethical, and performance
C. Performance, social, and ethical
D. Ethical, social and psychological
Answer: (A)
62. Tangible clues are more important when services are
A. Highly perishable
B. Tangible dominant
C. Intangible dominant
D. Heterogeneous
Answer: (C)
63. Which of the following communication objectives becomes the most important during the post-consumption evaluation stage
A. Informing customers
B. Managing customer expectations
C. Reducing consumer perceptions of risk
D. Persuading customers
Answer: (C)
64. Branding of services becomes difficult because they are
A. Intangible
B. Heterogeneous
C. Perishable
D. Inseparable
Answer: (A)
65. Word-of-Mouth communication networks are particularly important for service firms because
A. Service customers tend to rely more on personal than non-personal source of information
B. Service firms only offer one brand of service
C. Service firms can seldom afford to pay for promotional efforts
D. Service customers tend to rely more on non-personal than personal sources of information
Answer: (A)
66. The suggested communication strategy to use when the product is intangible and dominant is to
A. Create an intangible image for the product.
B. Create awareness for the product
C. Surround the product with tangible evidence.
D. Make sure the product is in the evoked set of
Answer: (C)
67. ___ is an overall favorable or unfavorable impression based on the early stages of the service encounter.
A. Cognitive dissonance
B. Environmental stimulus
C. Visual pathway
D. Halo effect
Answer: (D)
68. The advantages that e-marketing communications carry are ___.
A. Reaching a widely dispersed audience
B. Being cost-effective
C. Being personalized
D. More customer satisfaction
Answer: (A)
69. A disadvantage of e-marketing is
A. High cost
B. Low reach
C. Loss of personal contact
D. Less satisfaction
Answer: (C)
70. Which of the following is not a component of the service firm’s physical evidence?
A. Parking.
B. Employee appearance
C. Billing statements
D. In-house process equipment
Answer: (D)
71. One of the advantages of requiring employees to wear uniforms is that it reduces the customers’ perception of ___.
A. Intangibility.
B. Inseparability.
C. Heterogeneity.
D. Socialization.
Answer: (C)
72. Which of the following is not an advantage of requiring employees to wear uniforms?
A. Identifies the firm’s personnel
B. Provides price expectations to customers.
C. Implies a coherent group structure
D. Provides a physical symbol that embodies the group’s ideas and attributes
Answer: (B)
73. ___ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviors of individuals
A. Ergonomics
B. Environmental psychology
C. Physics
D. Physical sociology
Answer: (B)
74. Direct labour cost and sales commissions costs incurred in services are called ___
A. Fixed costs
B. Variable costs
C. Average costs
D. Marginal costs
Answer: (B)
75. The organization must effectively plan to ___ fear, uncertainty, and doubts that might occur in the minds of customers during the course of acquisition.
A. Minimize
B. Maximize
C. Study
D. Balance
Answer: (A)
Multiple choice questions on consumer behavior
Conclusion
Marketing management MCQs with answers can be a great way to test your knowledge and readiness for a marketing management role.
By answering these questions, you can assess where you may need more help and what topics you are already familiar with. Additionally, answering these questions can help you develop a plan for studying for your marketing management certification or interview.
Dear readers, if you liked the post on Marketing Management and Service Marketing MCQs, please do not forget to share it with your friends on Facebook or other social media.
If you have any information or suggestions related to this post or want to ask any questions, please leave a comment in the below comment box.
Marketing Management & Service Marketing MCQs: Quiz
Read More:
Watch the YouTube Video on Marketing Management MCQs
Thanks for finally talking about > Marketing Management , Service Marketing MCQs with Answers set-1 Manuela)