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________ are the customers who tell others not to buy the brand from the company. Correct Answer Terrorists One of the greatest benefits of blue printing is________. Correct Answer Education Services are :Correct Answer Not tangible Re-engineering is one of the most difficult strategies to implement in organisations that are traditional. Correct Answer True Blue printing offers an excellent way to understand customer's service experience. Correct Answer False Services :Correct Answer Can not inventoried. Empathy is non ability to provide caring individualized attention the firm provides its customers. Correct Answer False Co-creating a brand with it's customers will help the brand continue to thrive. Correct Answer True Which brand strategy has the ability to provide a two tiered sense of difference and depth? Correct Answer Source brand strategy Services are deeds and efforts. Correct Answer True Following are Possessing processing services directed at physical posessions :Correct Answer Freight transportation. , Repair & Maintenance. , Warehousing / Storage. Goods can be :Correct Answer Standardized. The purpose of________ is to project a positive and consistent image to the public. Correct Answer Socialisation For services its quality depends on :Correct Answer Consumer's Perception Market value method is used when valuing your own brand image for inclusion in the balance sheet. Correct Answer False

The non personal communication component in Service Marketing Systems are :Correct Answer Letters , Advertising , Signage The fluctuating demand of services can be overcome by :Correct Answer Peak load pricing , Motivating non peak consumption , In house alternative services It creates a relationship and a strong bond with the customer that grows over time :Correct Answer Brand equity It links resource expenses to the variety and complexity of products produced :Correct Answer ABC It is the satisfaction linked attractiveness of the brand in its relationship with society Correct Answer Ethical

In case of services whose technical quality can not correctly evaluated________ used as signal of quality. Correct Answer Courtesy Which of the features are on the right side of the brand identity hexagonal prism? Correct Answer Personality , Culture , Self image Features of Quality Service are:Correct Answer Reliability , Responsiveness , Empathetic Performance of services is________. Correct Answer Intangible. Gap Model says that :Correct Answer Close customer gap. , Remove discrepancies within organisation. , Use the strategies to drive service excellence. The examples of backstage failures include :Correct Answer Not receiving your course grades , Delay in flights , Receiving incorrect hotel bill The corporate culture must reinforce the brand essence, promise and personality. Correct Answer True One of the methods of motivating the service providing employees is through________ statement. Correct Answer Mission Many companies have adopted the idea that employees are also________ of the organisation. Correct Answer Customers Blue prints are particularly useful at which stages of service development? Correct Answer Design , Redesign

It is the satisfaction linked to the attractiveness of the brand, to its logo, to its communication :Correct Answer Hedonistic What are the social facets of brand identity prism? Correct Answer Physique , Relationship , Reflection

External brand building is essential to internal brand building. Correct Answer False Distributing an innovation to all brands minimises the ability to justify a premium price for the top innovative brand. Correct Answer True

Advantages of a Generalist approach are:Correct Answer Maximises advertising synergy , Customer loyalty , Allows for existence of two separate dealers Service employees basically perform________ functions. Correct Answer Marketing Match The Following Television Broadcasting. Railroad Transportation. Education Services. Retail Trade.

Channel 7 Konkan Railway Indian Institute of Management. Food World.

People are emotionally connected to a brand for following reasons:Correct Answer Admirable brand , Intense brand , Unique brand The greater the number of different services a customer purchases from a single supplier, the closer the relationship. Correct Answer True It is the defining aspect of a brand :Correct Answer Relevant differentiation The zone of tolerance is a :Correct Answer Window of customer service level

Match The Following Wealth creators Airline frequent flyer programs Interest linkages Process of wealth creation

Brands Financial benefits Structural ties Brand building

The tangible clues helps the consumers in :Correct Answer Service evaluation , Assessing quality of services , The market valuation of the service provider The skill and knowledge necessary to do the job is :Correct Answer Service competencies Many________ also sell insurance products and collect commission but are not normally involved in handling claims. Correct Answer Banks It is a measure of brand's potential profitability :Correct Answer Earnings What is defined as the sum of all the perceived benefits minus the sum of all the perceived service outlays? Correct Answer Net value

It is an alliance made visible :Correct Answer Co branding

Consumers differ as to which service/product attributes they see as important and pay the most attention to the brands that will deliver the sought benefits. Correct Answer True

Advantages of a Range brand policy are:Correct Answer Creates brand capital , Cost of launch is low , Focuses on single brand image Employees response to customer needs & requests is called as__ __ __ __. Correct Answer Adaptability. Coupons cannot be printed on the backs of ATM receipts. Correct Answer False It is a concept that serves to offset the limitations of postponing and to monitor the means of expression, the unity and durability of a brand Correct Answer Brand identity The important aspects of tangible dimension of Quality are:Correct Answer Employee appearance , Dress Goods are sold first and then produced and consumed simultaneously. Correct Answer False Match The Following Application of service blue print Service blue print Service process Service are Match The Following Service operation Servuction Model FedEx Corporation The inanimate environment Computer systems analysis Top down and bottom up approach Element of extended marketing mix Intangibles Service personnel & physical facilities. Visible & invisible factors All the sides of a triangle well aligned. All the non living features of service encounter.

The benefit from source brand strategy lies in its ability to provide a two tiered sense of difference and depth. Correct Answer True Research objectives for services are as follows :Correct Answer to identify dissatisfied customers. , To monitor & track service performance. , To forecast future expectations of customers. Incontrollable factors by which services marketers can influence customers are as follows :-Correct Answer Enduring service intensifiers. , Transitory service intensifiers. , Personal needs. Frontline employees are key to a brand's success. Correct Answer True The service delivery is concerned with_ __ __ __ _, when, & how to deliver service to customers. Correct Answer Where During which stage of 'Innovation Adoption ' model, the customers are satisfied and decide to make regular use of the product? Correct Answer Adoption Reasons for extending a brand are:Correct Answer Adds to image , To defend a brand at risk , Innovation It is the value of the brand over and above its commodity value :Correct Answer Brand equity It is a common element that sends a single message amid the wide variety of its products, actions and slogans :Correct Answer Brand identity Inseparability of services are described and interpreted differently by different workers due to :Correct Answer As they require customer participation in production process. , Performance can not be separated from performers. ,

Person/ equipment can not be separated/ stored. Nature of service quality is_ __ __ _ __. Correct Answer Multi dimensional Reasons for customers to buy from virtual stores are :Correct Answer Convenience , Broad selection , Better prices The type of facility based failures that are most likely to occur is:Correct Answer Cleanliness issue In service development of new tangible products it involves construction of product prototypes & testing for consumer acceptance. Correct Answer True This phenomenon is inherent in the luxury goods sector :Correct Answer Brand Extension Responsiveness does refers to non willingness to help customers. Correct Answer False People are emotionally connected to a brand for following reasons:Correct Answer Admirable brand , Intense brand , Unique brand While purchasing a service, perceived benefits are weighed against the perceived ________. Correct Answer Costs The customers can be_ __ __ __ _ to address their needs. Correct Answer Educated Service skills and interactive training is required for:Correct Answer Managers , Supporting the staff , Front line employee Communities can be created offline through which of the following techniques? Correct Answer Community based grass root events , Customer contests , Membership organisations Which brand strategy has the ability to provide a two tiered sense of difference and depth? Correct Answer Key elements of 'NPV of future earnings ' model are:Correct Answer Financial forecasting , Role of branding , Brand risk For a retailer, brand is a means and not a necessity. Correct Answer True ________ means the set of values feeding the brand's inspiration. Correct Answer Culture Creating__ __ __ _ _ is the ultimate objective behind building a brand. Correct Answer Apostles Services are intangibles. Correct Answer True Many service firms offer their customers variety of :Correct Answer Service related activities.