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1. There are 7Ps in the services marketing mix. What are the additional 3Ps? a. people, physical evidence and process b. peripheral products, packaging and people c. people, physical evidence and presentation d. physical evidence, presentation and process e. process, pricing and packaging
2. A business wishes to meet the needs and wants of customers better by delivering a higher quality service. Which element of the marketing mix will the business focus on to achieve this? a. Product b. Price c. Place d. Promotion e. Positioning
3. What is a service encounter‟? a. a bad service experience b. the actual handing over of payment for the service c. an argument between customer and service provider d. the time during which a customer receives a service e. the customer‟s reaction to the service 4. It refers to the processes involved in delivering your products and services to the customer. It is also about being 'easy to do business with. a. Process b. Management c. Marketing d. Movement
5. A concert ticket is primarily an example of which element of the marketing mix? a. process b. physical evidence c. packaging d. price
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