IC88 - Marketing and Public relations - 2

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Q 1. Question 2: What is Projection,?

Stereo-typing based on categorizations.

We are projecting feelings, motivations, or characteristics onto others.

Incomplete reception of symbols and data.

Arguing about observations and judgments.

Conveying messages through body language.
 
Q 2. Question 6: Which Family Life Cycle stage consists of an older married couple, but no dependent children, with the head working?

Full Nest I – with children less than 6 years

Full Nest II – with children over 6 years old

Empty Nest I – older married couple, but no dependent children – head working

Empty Nest II – same as above but the head retired

Solitary Survivor I – Old, single and working
 
Q 3. Question 3: what is a common trait of the younger generation (Generation Y) in India?

Resistance to traditional practices

Dual income families

Exposure to traditional marketing

Lack of technical savvy

Caution and pragmatism
 
Q 4. What distinguishes one retail store from another, according to the text?

a) Price of goods

Accessibility of the store

The ambiance of the store

Homogeneity of goods

Separability of goods
 
Q 5. What does the text suggest about the challenges of training service staff in a good service organization?

a) Anticipating and taking care of all variations in consumer requirements.

Providing practical instruction on strict routines of work-related behavior.

Different guides effectively render different kinds of service.

The warmth of a smile cannot be guaranteed.

Ensuring consistent quality through standardization.
 
Q 6. What made international expansion through the Internet feasible in some service sectors?

a) High capital investments.

Rigid regulatory procedures.

Limited clientele.

Non-availability of patents.

People-oriented nature of services.
 
Q 7. How is the level of satisfaction defined in the text?

a) Satisfaction is unrelated to the perception and expectation.

Satisfaction is the sum of perception and expectation.

Satisfaction is the difference between perception and expectation.

Satisfaction is solely determined by perception.

Satisfaction is solely determined by the expectation.
 
Q 8. What example does the text provide to illustrate the impact of inadequate systems on service quality?

a) A courier with a contract from a bank.

A public hospital accommodating patients on the floor.

A manufacturing unit reduces raw material costs.

A service business with higher volumes.

A public hospital with a well-established system.
 
Q 9. Who is primarily responsible for managing quality?

a) Frontline employees

Customers

Senior management

Training staff

Contact point personnel
 
Q 10. What is highlighted as an explicit concern for quality in the passage?

a) Cleaning streets and localities before the minister arrives

Providing locker facilities at temples

Use of computerized personnel inventory

Exteriors and offices with chrome and polish

Handling customer grievances
 
Q 11. What is emphasized as the role of a middle manager in a service industry,?

a) Supervising activities of subordinates

Controlling results and solving problems

Leading the organization

Improving the quality of service at every contact point

Focusing on command and control
 
Q 12. What is the purpose of receiving complaints on dedicated telephone lines,?

a) To discourage customers from complaining

To process complaints more efficiently

To save costs for the organization

To punish someone for a complaint

To provide financial support to complainants
 
Q 13. , what are the peripherals that make differentiation when the risk covered is the same?

A) Distribution system.

After-sales service.

Claims procedures.

Both A and B.

Both B and C.
 
Q 14. How is a 'Cash Cow' characterized in the Boston Matrix?

a) High-growth industry

Market leader

Financially beneficial but past its prime

Mainstay of the organization

Requires a commitment to higher resources
 
Q 15. In the context of pricing strategies, what is the purpose of the skimming strategy?

a) To offer the lowest possible price

To charge the highest possible price

To maintain a stable market share

To attract competitors to the market

To recover development costs before competitors enter



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