IC88 MARKETING AND PUBLIC RELATIONS - 10
| Q1.What tries to influence attitudes and receptivity, to eliminate misconception and thus contribute to more sales? |
| Promotion activities. |
| Product features. |
| Customers reviews. |
| Selling concept. |
| Retailer’s advice. |
| Q2.“Literature prepared by the insurers with information relating to plans and benefits may not be given to the customers as intended”, which type of service gap is reflected here? |
| The gap between Actual product benefits and the Communication of the service benefits to customers. |
| The gap between the Designed product benefit and the actual product benefits as delivered. |
| The gap between management’s perception of customers’ expectations and the designed product benefits. |
| The gap between the management’s perception of customer’s expectations and the customer’s expectations. |
| The gap between the customer expectations and the communication of the service benefits. |
| Q3.Premiums are proportionate to the maximum loss the insured person expects. What maximum loss here means? |
| Maximum claim. |
| Sum insured. |
| Total loss. |
| Loss due to perils. |
| Expected claim amount. |
| Q4.Which concept of service quality measures service quality as perceived by customers? |
| Service mix. |
| Gap analysis. |
| Service quality |
| Performance satisfaction. |
| Customer satisfaction index. |
| Q5.As per Maslow’s need hierarchy, the person attempting to satisfy his need of hunger comes under which level of theory? |
| Self-esteem needs. |
| Social needs. |
| Physiological needs. |
| Safety needs. |
| Self-actualization needs. |
| Q6.Specialty consumer goods can be defined as- I. High-priced goods which are bought only from specific outlets. II. Efforts to purchase are not made specially. III. They are bought out of instant decisions. |
| Only (iii) |
| Only (ii) |
| Only (i) |
| Only (i)&(ii) |
| Only (ii)&(iii) |
| Q7.Which insurance pool was formed in April 2002, which is managed by the GIC? |
| Declined Risk Insurance Pool. |
| Foreign Trade Risk Insurance Pool. |
| Indian Market Terrorism Risk Insurance Pool. |
| Liability Insurance Pool. |
| None of the above. |
| Q8.Business after the business is learning that ''delighting the customer'' means i. Fewer customers lost ii. Less time and more money spent on advertising and marketing. iii. Free (word of mouth) publicity from your best customers iv. Less use of costly discounts and offers to attract new customers. |
| I ii and iii |
| ii iii and iv |
| I iii and iv |
| I ii and iv |
| All of the above |
| Q9.The costs of achieving, sustaining, and improving quality cannot be classified into which group? |
| Prevention. |
| Internal failure. |
| Appraisal. |
| Perception. |
| External failure. |
| Q10.Which type of marketing can help services to succeed? |
| Internal marketing. |
| External marketing. |
| Interactive marketing. |
| All the above. |
| None of the above. |