Service Marketing Stukent UPDATED
Exam Questions and CORRECT Answers
True or False: Services are the backbone of developed economies around the world - CORRECT
ANSWER - True
True or False: The shift to services is unpredictable and difficult to observe as economies
develop and grow - CORRECT ANSWER - False
True or False: Demographic shifts in the population have not been linked to driving the growth
of the services sector - CORRECT ANSWER - False
True or False: Services rarely lend themselves to delivery as bespoke customer experiences -
CORRECT ANSWER - False
True or False: Disruption occurs when one company gains an incremental advantage over
another - CORRECT ANSWER - False
True or False: Product-only brands are rare because most are adding some level of services to
their solutions - CORRECT ANSWER - True
Which of the following is an ample of a service transaction? - CORRECT ANSWER -
Getting a haircut
Which of the following reasons do scholars give for the post-WWII shift from manufacturing to
services? - CORRECT ANSWER - -Using and paying for service is how some consumers
signal their social status
-It reflects a desire for consumers to recapture time by paying for services
-Many consumers now value experiences over things
, What do the fastest growing industries in the US have in common? - CORRECT
ANSWER - They are service-oriented
_______ is/are the vehicle(s) for turning a purchase into a meaningful event and creating
valuable memories - CORRECT ANSWER - Services
Why is it important for service marketers to focus on providing a great customer experience? -
CORRECT ANSWER - -Most consumers find a positive brand experience more influential
than advertising
-Many consumers will pay more for a friendly, welcoming experience
-It can make the delivering of service more memorable
What is said to have happened in an industry when a new, different business model dramatically
affects established ways of doing business? - CORRECT ANSWER - Disruption
What best represents disruption in an industry? - CORRECT ANSWER - Netflix
competing with Redbox
What strategy is often the best way for a product company to differentiate itself from its
competitors? - CORRECT ANSWER - Bundle a service with the product
Why do services tend to be profitable? - CORRECT ANSWER - Because service
providers must understand beyond a surface level how to create value for customers
True or False: Customer service interactions only take place after a sale is made - CORRECT
ANSWER - False
True or False: Services are like products in that they have a cost and product value - CORRECT
ANSWER - True
Exam Questions and CORRECT Answers
True or False: Services are the backbone of developed economies around the world - CORRECT
ANSWER - True
True or False: The shift to services is unpredictable and difficult to observe as economies
develop and grow - CORRECT ANSWER - False
True or False: Demographic shifts in the population have not been linked to driving the growth
of the services sector - CORRECT ANSWER - False
True or False: Services rarely lend themselves to delivery as bespoke customer experiences -
CORRECT ANSWER - False
True or False: Disruption occurs when one company gains an incremental advantage over
another - CORRECT ANSWER - False
True or False: Product-only brands are rare because most are adding some level of services to
their solutions - CORRECT ANSWER - True
Which of the following is an ample of a service transaction? - CORRECT ANSWER -
Getting a haircut
Which of the following reasons do scholars give for the post-WWII shift from manufacturing to
services? - CORRECT ANSWER - -Using and paying for service is how some consumers
signal their social status
-It reflects a desire for consumers to recapture time by paying for services
-Many consumers now value experiences over things
, What do the fastest growing industries in the US have in common? - CORRECT
ANSWER - They are service-oriented
_______ is/are the vehicle(s) for turning a purchase into a meaningful event and creating
valuable memories - CORRECT ANSWER - Services
Why is it important for service marketers to focus on providing a great customer experience? -
CORRECT ANSWER - -Most consumers find a positive brand experience more influential
than advertising
-Many consumers will pay more for a friendly, welcoming experience
-It can make the delivering of service more memorable
What is said to have happened in an industry when a new, different business model dramatically
affects established ways of doing business? - CORRECT ANSWER - Disruption
What best represents disruption in an industry? - CORRECT ANSWER - Netflix
competing with Redbox
What strategy is often the best way for a product company to differentiate itself from its
competitors? - CORRECT ANSWER - Bundle a service with the product
Why do services tend to be profitable? - CORRECT ANSWER - Because service
providers must understand beyond a surface level how to create value for customers
True or False: Customer service interactions only take place after a sale is made - CORRECT
ANSWER - False
True or False: Services are like products in that they have a cost and product value - CORRECT
ANSWER - True
