Lesson 7.10.1

7.10.1 Service marketing Quiz: OCR Business, Unit 7

20 questions

Written by Revision Ninja · Last reviewed 11 October 2026

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Lesson 7.10.1, Service marketing: 20 multiple choice questions for the OCR Business (H431), Unit 7: Marketing, written with Revision Ninja.

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The 20 questions

  1. Which three elements are added to the traditional 4Ps to form the extended marketing mix?

    • People, process, physical evidence
    • Publicity, power, planning
    • Packaging, price, place
    • Profit, productivity, promotion

  2. Which element of the extended marketing mix focuses on staff behaviour and customer service?

    • Physical evidence
    • People
    • Process
    • Product

  3. Which element of the extended marketing mix covers the systems used to deliver a service?

    • Promotion
    • Physical evidence
    • People
    • Process

  4. Which element of the extended marketing mix includes store décor and clean customer facilities?

    • People
    • Place
    • Process
    • Physical evidence

  5. Why are services described as intangible compared to physical goods?

    • Cannot be priced
    • Cannot be repeated
    • Cannot be sold
    • Cannot be touched

  6. Which characteristic of services means they cannot be saved or stored for later?

    • Heterogeneity
    • Intangibility
    • Perishability
    • Inseparability

  7. Which service characteristic means production and consumption happen at the exact same time?

    • Intangibility
    • Perishability
    • Inseparability
    • Tangibility

  8. Why might the quality of a service vary between two different employees at a salon?

    • Perishability
    • Heterogeneity
    • Inseparability
    • Tangibility

  9. A hotel introduces an online self-check-in system. Which 7 Ps element is directly improved?

    • Process
    • Price
    • People
    • Physical evidence

  10. A luxury spa provides plush robes and branded gift bags. Which 7 Ps element is this?

    • Physical evidence
    • People
    • Process
    • Promotion

  11. A restaurant trains its waiting staff to handle complaints politely. Which element is targeted?

    • Process
    • Place
    • Physical evidence
    • People

  12. How can a gym reduce customer dissatisfaction caused by long peak-time queues?

    • Redecorate the reception
    • Streamline booking processes
    • Cancel staff training
    • Increase membership prices

  13. Which aspect of physical evidence helps build trust before a customer buys a service?

    • Staff recruitment policy
    • Staff uniform design
    • Professional website design
    • High pricing strategy

  14. How does high staff turnover negatively affect the People element in service marketing?

    • Slower online payments
    • Poorer shop lighting
    • Inconsistent service quality
    • Higher product prices

  15. Why is physical evidence particularly important when marketing an intangible service?

    • Eliminates waiting times
    • Replaces staff training
    • Reassures potential customers
    • Reduces production costs

  16. An online bank designs an easy app interface for quick transfers. Which element is improved?

    • Process
    • People
    • Promotion
    • Price

  17. How many total Ps make up the extended marketing mix for services?

    • Six
    • Seven
    • Four
    • Five

  18. Which external factor most directly enables service businesses to automate booking processes?

    • Legal
    • Ethical
    • Demographic
    • Technology

  19. A dental practice modernises its waiting room with clean furniture. What is the goal?

    • Train clinic staff
    • Improve process speed
    • Lower service prices
    • Enhance physical evidence

  20. Why do service businesses invest heavily in front-line staff training?

    • Eliminate delivery processes
    • Improve customer experience
    • Automate business operations
    • Reduce physical evidence

All OCR Business quizzes