MKT202 chap 1 + 2 + 3 || Exam-Style Questions
Answered with Absolute Accuracy
There are several reasons why the services sector is increasing in almost all countries around the
world. Which is not one of the contributing reasons?
a. The knowledge-based industries are growing.
b. Countries are less dependent on agriculture.
c. Some manufacturing firms are now focusing on marketing services as well.
d. The construction and manufacturing industries are booming.
e. More companies are outsourcing some of their service components. correct answers d
Service markets are shaped by all of the following except ____________.
a. government policies
b. social changes
c. global economic change
d. business trends
e. advances in information technology correct answers c
The following are all business trends transforming service markets except ____________.
a. push to increase shareholder value
b. growth of franchising
c. new agreements on trade in services
d. marketing emphasis by non-profit organizations
e. focus on quality and customer satisfaction correct answers c
The three broad categories of things processed in services are ____________, ____________,
and ____________.
a. people; physical objects; data
b. people; organizations; documents
c. people; data; projects
d. physical objects; data; documents
e. physical objects; organizations correct answers a
The two considerations used to categorize service are ____________ and ____________.
a. promotion versus place; price versus product
b. place versus time; people versus ideas
c. place versus people; time versus money
d. people versus possession; tangible versus intangible
e. people versus intangible; tangible versus possession correct answers d
A useful way to distinguish between goods and services is to place them on a continuum from
____________ to ____________.
a. practical; impractical
b. tangible-dominant; intangible-dominant
c. low; high
, d. reliable; unreliable
e. prepared; unprepared correct answers b
Which of the following is an example of co-production?
a. Withdrawing from an ATM.
b. Eating fast food.
c. Touring an aquarium.
d. Buying a stereo.
Selling items on eBay correct answers a
Customers being turned away or having to wait is an implication of which aspect of services?
a. People may be a part of the service experience.
b. Intangible elements usually dominate value creation.
c. Services are often difficult to visualize and understand.
d. Customers may be involved in co-production.
e. Most services cannot be inventoried. correct answers e
The three additional Ps of services marketing that extend the original four Ps of marketing are
_____________, _____________, and _____________.
a. product; price; place; promotion
b. prospects; process; people; promotion
c. physical environment; process; people
d. prosperity; process; people; promotion
e. physical environment; prosperity; planning; process correct answers c
The service framework for developing effective service strategies excludes _________________.
a. understanding service products, consumers and markets
b. managing the competitive landscape
c. applying the 4 Ps to services
d. managing the customer interface
e. implementing profitable service strategies correct answers b
A movie theater seat is an example of _____________.
a. renting durable goods
b. closely engaging customers in the service process
c. renting portions of a larger physical entity
d. the centrality of time to services
differences in customer choice criteri correct answers c
Education is an example of a/an _____________ service.
a. people-processing
b. information processing
c. mental stimulus processing
d. possession-processing
e. physical processing correct answers c
Answered with Absolute Accuracy
There are several reasons why the services sector is increasing in almost all countries around the
world. Which is not one of the contributing reasons?
a. The knowledge-based industries are growing.
b. Countries are less dependent on agriculture.
c. Some manufacturing firms are now focusing on marketing services as well.
d. The construction and manufacturing industries are booming.
e. More companies are outsourcing some of their service components. correct answers d
Service markets are shaped by all of the following except ____________.
a. government policies
b. social changes
c. global economic change
d. business trends
e. advances in information technology correct answers c
The following are all business trends transforming service markets except ____________.
a. push to increase shareholder value
b. growth of franchising
c. new agreements on trade in services
d. marketing emphasis by non-profit organizations
e. focus on quality and customer satisfaction correct answers c
The three broad categories of things processed in services are ____________, ____________,
and ____________.
a. people; physical objects; data
b. people; organizations; documents
c. people; data; projects
d. physical objects; data; documents
e. physical objects; organizations correct answers a
The two considerations used to categorize service are ____________ and ____________.
a. promotion versus place; price versus product
b. place versus time; people versus ideas
c. place versus people; time versus money
d. people versus possession; tangible versus intangible
e. people versus intangible; tangible versus possession correct answers d
A useful way to distinguish between goods and services is to place them on a continuum from
____________ to ____________.
a. practical; impractical
b. tangible-dominant; intangible-dominant
c. low; high
, d. reliable; unreliable
e. prepared; unprepared correct answers b
Which of the following is an example of co-production?
a. Withdrawing from an ATM.
b. Eating fast food.
c. Touring an aquarium.
d. Buying a stereo.
Selling items on eBay correct answers a
Customers being turned away or having to wait is an implication of which aspect of services?
a. People may be a part of the service experience.
b. Intangible elements usually dominate value creation.
c. Services are often difficult to visualize and understand.
d. Customers may be involved in co-production.
e. Most services cannot be inventoried. correct answers e
The three additional Ps of services marketing that extend the original four Ps of marketing are
_____________, _____________, and _____________.
a. product; price; place; promotion
b. prospects; process; people; promotion
c. physical environment; process; people
d. prosperity; process; people; promotion
e. physical environment; prosperity; planning; process correct answers c
The service framework for developing effective service strategies excludes _________________.
a. understanding service products, consumers and markets
b. managing the competitive landscape
c. applying the 4 Ps to services
d. managing the customer interface
e. implementing profitable service strategies correct answers b
A movie theater seat is an example of _____________.
a. renting durable goods
b. closely engaging customers in the service process
c. renting portions of a larger physical entity
d. the centrality of time to services
differences in customer choice criteri correct answers c
Education is an example of a/an _____________ service.
a. people-processing
b. information processing
c. mental stimulus processing
d. possession-processing
e. physical processing correct answers c
