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Services Marketing Practice Test 2
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Services Marketing Practice Test 2
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25 Questions

1. Initially, bank counter staff were uncomfortable with their new task of selling services to customers. They viewed themselves as bank counter staff and not salespersons. This is an example of which type of conflict?
2. Services are characterized by all of the following characteristics except for
3. The extent to which customers recognize and are willing to accept variations in service performance is called the
4. __________ is the study of the use of physical evidence to create service environments and its influence on the perceptions and behaviours of individuals
5. Internal marketing deals with
6. Which one of the following communication approaches would be appropriate during the growth and maturity stages of the product life cycle?
7. Andrea wants to be a dog groomer. She has enrolled in a training academy operated by Petsmart to learn how dogs should be handled during grooming. The moment Andrea attended the indoctrination class at the training academy was an example of an
8. Which of the following statements about the pricing of services (compared to the pricing of goods) is false?
9. The service industry has several emerging trends that organisations need to be aware of. Which of these should organisations keep a lookout for?
10. Customer frustration resulting from receiving poor service is most similar to
11. Which of the following is not an element of people?
12. The mental energy spent by customers to acquire service is referred to as _____.
13. Blueprints identify all of the following process steps except
14. The service quality is determined on the basis of……
15. . It is important for organizations to change and develop. The stages that service organisations go through are known as the Product Life Cycle. The Saturation Stage refers to
16. The ______ is a useful framework for describing and analyzing service performances.
17. Total customer value consists of all of the following components except
18. A disadvantage of e-marketing is
19. The consumer decision process consists of
20. The perceived consequences of a consumer s purchase decision are
21. 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?
22. The unique service characteristic that reflects the interconnection between the service firm and its customer is called
23. Which of the following is not a step in the construction process of a service blueprint?
24. Word-of-Mouth communication networks are particularly important for service firms because
25. Differentiation approaches such as competence, courtesy, reliability, and responsiveness are forms of

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