Marketing MCQs

✅ The correct answer is option C.
Consumer complaints tend to be non-instrumental and ostensive. A consumer complaint or customer complaint is “an expression of dissatisfaction on a consumer’s behalf to a responsible party”.

✅ The correct answer is option B.
Dissonance-reducing buying behaviour occurs when the consumer is highly involved but sees little difference between brands. This is likely to be the case with the purchase of a lawn mower or a diamond ring.

✅ The correct answer is option C.
Top firms audit service performance by collecting voice of the customer measurements to probe customer satisfiers and dissatisfies. Voice of Customer (VoC) is a term widely used in market research, that describes your customer’s feedback about their experience with your products and services.

✅ The correct answer is option B.
The marketing concept applies to production firms as well as service industries.

✅ The correct answer is option A.
Good marketing is no accident but a result of careful planning and execution of proper tools and techniques. It is generally said that company do better marketing because of customer response and it’s a just accidental action. Good marketing is a mental exercise in which markets need to think of future at present.

✅ The correct answer is option B.
The Selling concept is practiced most aggressively with unsought goods, goods that buyers normally do not think of buying, such as insurance, encyclopaedias, and funeral plots. The Selling Concept proposes that customers, be individual or organizations will not buy enough of the organization’s products unless they are persuaded to do so through selling effort. So organizations should undertake selling and promotion of their products for marketing success.

✅ The correct answer is option D.
The SERVQUAL dimension that measures consumer views that reflect the security of the firm’s operations is the assurance dimension. SERVQUAL is a multi-dimensional research instrument, designed to capture consumer expectations and perceptions of a service along the five dimensions that are believed to represent service quality.

✅ The correct answer is option C.
Channel markets are made up of members of the distribution chain. Channel marketing is what facilitates the movement of products from the manufacturer to the consumer. Also referred to as intermediaries, channel partners ensure that the products reach their intended audience. Such business partnerships help to reduce the cost of delivery and improve efficiency.

✅ The correct answer is option B.
The Label identifies the product or brand. The brand name is the central focus on the label for identifying a product. Nevertheless, such elements as the logos, brand marks, color schemes, designs, and graphics may also serve to identify a specific brand.

✅ The correct answer is option B.
Service Blueprinting is a tool for simultaneously depicting the service process, the points of customer contact and the evidence of service from the customers point of view. A service blueprint is an operational planning tool that provides guidance on how a service will be provided, specifying the physical evidence, staff actions, and support systems / infrastructure needed to deliver the service across its different channels.