IC88 - Marketing and Public relations - 9

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Q 1. How can loyal and committed suppliers save a company extensively?

Increasing inspection and inventory costs

Reducing documentation costs

Expanding the market boundaries

Raising customer complaints

Lowering production costs
 
Q 2. What is the text's view on the future of money?

Money will become irrelevant in the future.

Money will remain paper-based.

Money will be based on barter systems.

Money will evolve from metal to paper to plastic and become electronic.

Money will always be based on coins.
 
Q 3. Question 5: What factors are considered when purchasing a house, as mentioned in the passage?

The availability of excessive information and a desire to compare data.

The proximity to work, school, market, and public transport.

The belief is that all technical data is correct.

A complete understanding of technical data.

The affordability of the house.
 
Q 4. Question 3: what is perception not?

An explicit process.

Observable behavior.

A conscious awareness.

Influential in conflicts.

A factor in decision-making.
 
Q 5. Question 6: What may claimants see as ploys to avoid the claim in the insurance process?

Deductions for depreciation

Clarity in promises

Understanding the principle of indemnity

Quick claim settlement

Trust in the insurer
 
Q 6. Question 4: When does dissonance occur, as mentioned in the passage?

Before the purchase

During the purchase

After the purchase

Throughout the decision-making process

When needs and wants are aligned
 
Q 7. Which of the following is an example of a service that facilitates the availability of tangible products?

a) Life insurance

Retailing

Repair services

Consulting

Security services
 
Q 8. What does the text suggest about the impact of electronic instrumentation and automatic systems on achieving consistent service quality?

a) They are ineffective in achieving consistent quality.

They are successful in removing the human element from the service chain.

They partially eliminate the human element, improving consistency.

They hinder the standardization of procedures.

They completely remove the need for human beings in service.
 
Q 9. What is the projected market size of the mobile wallet market in India by 2020?

a) US$ 1 billion.

US$ 3.5 billion.

US$ 5 billion.

US$ 6.6 billion.

US$ 10 billion.
 
Q 10. What is the role of "Ease of Access" in service interactions?

a) Ease of Access is irrelevant in service interactions.

Ease of Access includes long wait times and queues.

Access becomes easier with increased distances and travel times.

Internet and smartphones have no impact on ease of access.

Ease of Access refers to the "Place" in the Marketing Mix.
 
Q 11. What is the main focus in services regarding costs, as mentioned in the text?

a) Measuring costs accurately

Appraisals and inspections

Effective cost reduction in purchases

Detection and correction of errors

Prevention to achieve "Right First Time"
 
Q 12. , what factors pose a problem when outcomes are not satisfactory?

a) Automation

Communication

Avoidance of customers

Use of equipment

Need for explanation
 
Q 13. What does the example of Mr. Oberoi and Mr. Brij Mohan Munjal illustrate about understanding customer needs?

a) The founders were indifferent to customer feedback

Customer needs should only be inferred from casual remarks

Personal contact with customers is unnecessary

Observing customer behaviors is important for understanding needs

Monitoring customer needs is solely based on focus groups
 
Q 14. What does the passage recommend regarding customer feedback and expectations in a service organization?

a) Delegate responsibility for monitoring to a specific team

See monitoring as everybody's business

Ignore customer feedback and expectations

Centralize monitoring under higher management

Minimize the involvement of operating personnel
 
Q 15. Why does Kissinger mention the importance of showing opponents a way out in crisis management?

A) To avoid grandstanding.

To demonstrate incompetence.

To add controversy to decisions.

To prevent escalation.

To impose determination.


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