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Total Questions : 485 | Page 48 of 49 pages
Question 471. Services cannot be stored. This describes the ___________characteristic of services.
  1.    Intangibility
  2.    Variability
  3.    Inseparability
  4.    Inconsistency
  5.    Perishability
 Discuss Question
Answer: Option E. -> Perishability
Services cannot be stored. This describes the perishability characteristic of services. Perishability is used in marketing to describe the way in which a service capacity cannot be stored for sale in the future. Services cannot be stored, saved, returned, or resold once they have been used. Once rendered to a customer, the service is completely consumed and cannot be delivered to another customer.
Question 472. __________describes the employee’s skills in serving the client.
  1.    Internal Marketing
  2.    External Marketing
  3.    Relationship marketing
  4.    Interactive marketing
  5.    Communication Marketing
 Discuss Question
Answer: Option D. -> Interactive marketing
Interactive marketing describes the employee’s skills in serving the client. Interactive marketing is a one to one marketing process that reacts and changes based on the actions of individual customers and prospects.
Question 473. SSTS refers to __________.
  1.    Service Standards Testing
  2.    Self- Service Technologies
  3.    Standard Service Technologies
  4.    Self Service Treatments
 Discuss Question
Answer: Option B. -> Self- Service Technologies
SSTS refers to Self- Service Technologies. Self-Service Technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee.
Question 474. Examples of pure tangible goods include all of the following EXCEPT:
  1.    Soap
  2.    Tax preparation
  3.    Toothpaste
  4.    Salt
 Discuss Question
Answer: Option B. -> Tax preparation
Examples of pure tangible goods include all of the following EXCEPT Tax preparation. Marketing a service or intangible product takes creativity because you are trying to sell something a customer cannot physically see, smell, touch or taste. Intangible products and services include things like insurance policies, tax preparation services and cell phone service contracts.
Question 475. _____________ occurs when a company intentionally uses services as the stage, and goods as the props, to engage individual customers in a way that creates a memorable event.
  1.    Hybrid offer
  2.    Core service
  3.    Augmented or ancillary product
  4.    Experience
 Discuss Question
Answer: Option D. -> Experience
An experience occurs when a company intentionally uses services as the stage, and goods as props, to engage individual customers in a way that creates a memorable event. Commodities are fungible, goods tangible, services intangible, and experiences memorable.
Question 476. In a services context, distribution embraces all of the following elements EXCEPT ___________.
  1.    core services flow
  2.    product flow
  3.    information and promotion flow
  4.    negotiation flow
 Discuss Question
Answer: Option A. -> core services flow
In a services context, distribution embraces all of the following elements EXCEPT core services flow. Distribution is the process of making a product or service available for the consumer or business user who needs it.
Question 477. A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a:
  1.    service recovery paradox
  2.    service recovery
  3.    critical incident
  4.    moment of truth
 Discuss Question
Answer: Option B. -> service recovery
A firm's reaction to a customer complaint that results in customer satisfaction and goodwill is called a service recovery. Service Recovery is a theory that suggests that a customer who has a bad experience and receives a prompt, effective response to their issues will be a more loyal customer, than a customer who had no bad experience at all.
Question 478. Consumer complaints tend to be:
  1.    instrumental and ostensive
  2.    instrumental and reflexive
  3.    non-instrumental and ostensive
  4.    non-instrumental and reflexive
 Discuss Question
Answer: Option C. -> non-instrumental and ostensive
Consumer complaints tend to be non-instrumental and ostensive. A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party".
Question 479. What are the five principle dimensions to judge service quality?
  1.    Reliability, responsiveness, assurance, empathy, tangibles
  2.    Reliability, response, assurance, empathy, tangibles
  3.    Reliability, responsiveness, assurance, empathy, targets
  4.    Reliability, responsiveness aspects, empathy, tangibles
 Discuss Question
Answer: Option A. -> Reliability, responsiveness, assurance, empathy, tangibles
Reliability, responsiveness, assurance, empathy and tangibles are the five principle dimensions to judge service quality.
Question 480. The difference between which two expectation standards is the zone of tolerance?
  1.    Desired service, adequate service
  2.    Professional service, adequate service
  3.    Desired Service, optimal service
  4.    Desired service, advance service
 Discuss Question
Answer: Option A. -> Desired service, adequate service
The difference between Desired service and adequate service are two expectation standards is the zone of tolerance. The customer satisfaction will result as long as customer perception of service performance, fall in this zone of tolerance.

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