IC88 - Marketing and Public relations - 6

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Q 1. Why is it important for the person at the contact point to admit when they do not know the answer to a customer's query?

a) Admitting a lack of knowledge enhances reliability.

Admitting a lack of knowledge increases responsiveness.

Admitting a lack of knowledge is unnecessary in service interactions.

Admitting a lack of knowledge leads to penalties for the service provider.

Competence is not affected by admitting a lack of knowledge.

Q 2. What example does the text provide to illustrate the impact of inadequate essential instruments on service quality?

a) A government establishment with centralized powers.

A private organization with a sharp focus on customers.

A hospital with adequate essential instruments and staff.

A restaurant facing problems due to lack of support staff.

A manufacturing unit reduces raw material costs.

Q 3. What does the management need to take responsibility for concerning the agent representing an insurer?

a) The agent's personal life

The agent's financial decisions

The promises made by the agent

The agent's medical condition

The agent's working hours

Q 4. , how can monitoring be done to understand customers' needs and expectations?

a) Through personal contact with customers

By competing with other organizations

By creating flawless offerings

By articulating customer wants clearly

Through advertising and promotion

Q 5. What principle is suggested for middle managers in terms of leading and managing?

a) Relying on command and control

Minimizing communication and trust

Managing more and leading less

Sharing information and decisions, and leading more

Keeping subordinates separate from managing

Q 6. How does Mintzberg describe the growth of strategies?

A) Gradual and preconceived.

Rapid and collective.

Systematic and cultivated.

Planned and structured.

Independent and individual.

Q 7. What factors need to be considered while designing and offering a service product?

A) Availability of technology.

Market segment.

Depth and breadth of product ranges.

Arrangements for delivery of the proposed service.

All of the above.

Q 8. What affects customers' perceptions before making a purchase?

a) After-sales service

Performance specifications

Brand image and endorsements

Claims handling

Ease of installation

Q 9. how can price be used to influence demand in various industries?

a) By raising prices to boost demand

Offering sales and discounts to reduce demand

By maintaining consistent prices regardless of demand

By ignoring the impact of prices on demand

Implementing off-season rates

Q 10. What is the significance of agents having target segments in the insurance business?

A. Accidental choice with no impact

B. Unfocused efforts and poor rapport

C. Limited reputation building

D. More focused efforts and better rapport

E. Reputation building is irrelevant

Q 11. What does the passage suggest as a good strategy to encourage customers to talk about satisfaction?

A. Providing detailed brochures

B. Offering discounts on future purchases

C. Giving away promotional objects or materials

D. Conducting surveys on customer experiences

E. Increasing the frequency of advertisements

Q 12. What is emphasized as the most critical resource in any organization?

A) Financial resources

Physical resources

Technological resources

People

Marketing resources

Q 13. What percentage of the rural population is engaged in manual casual labor?

A) 30.10%

2.50%

51.14%

4.58%

1.60%

Q 14. Which level of intermediaries is present at the village level, including big cultivators, village merchants, deals or brokers, and traveling traders?

A) State governments

Cooperative societies

Agents and deals

National FMCG producers

Mandi level brokers

Q 15. What initiative seeks to provide urban-like amenities to 300 clusters of villages in India?

A) PM Fasal Bima Yojana

MGNREGA

Rurban Mission

IRDA Micro Insurance

Teledensity Mission


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