Services Differentiation Multiple Choice Questions with Answers – PDF Download

MCQ 1: The factors that can help in differentiation of services include:

1. delivery and installation
2. customer training and consultation
3. ordering ease
4. all of the above

MCQ 2: The degree in which manufactured units are identical and meet the specification given by customers is classified as:

1. reliability
2. durability
3. performance quality
4. conformance quality

MCQ 3: The concept which refers how much the process of order placement is easy is classified as:

1. ordering ease
2. delivery
3. customer training
4. customer consulting

MCQ 4: The concept which states all the activities for making the product operational on planned location is classified as:

1. product uncontrollable return
2. product controllable return
3. installation
4. product maintenance

MCQ 5: The products can be differentiated on the basis of:

1. conformance and performance quality
2. durability and style
3. reliability and repair-ability
4. all of the above