Business Services
Practice Test
1.
All the aspects of the physical environment in which service occurs make up the
a.
setting
b.
service framework
c.
service process
d.
all of the above
2.
The ideal number of customers that can be served by a company effectively is the
a.
maximum capacity
b.
minimum capacity
c.
optimum capacity
d.
service capacity
3.
An employee who develops a marketing strategy for a service and has profit and performance responsibilities for that service is known as a(n)
a.
service manager
b.
account manager
c.
project director
d.
marketing director
4.
The moment during an interaction between a customer and a company that the customer uses to evaluate the service delivery is known as the
a.
performance moment
b.
setting moment
c.
moment of truth
d.
reactive moment
5.
A business’s efforts to discourage customer demand is known as
a.
smoothing demand
b.
follow-the-leader strategy
c.
flanking strategy
d.
demarketing
6.
The features of a setting that provide a distinctive identity for a service organization are its
a.
service blueprint
b.
service capacity
c.
service identifier
d.
service process
7.
The practice of monitoring a business’s internal and external environment for changes that pose threats or opportunities for the business is known as
a.
encirclement strategy
b.
environmental scanning
c.
flanking strategy
d.
internal marketing
8.
An effort to make the service more concrete to customers is
a.
heterogeneity
b.
tangibilize
c.
simultaneity
d.
symbolize
9.
Atmospherics include
a.
furniture
b.
sound
c.
smell
d.
all of the above
10.
The steps in the service process, ordered chronologically and from the customer’s point of view are known as the
a.
setting
b.
script
c.
service framework
d.
service process
