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1. Dch v l:

1. Hng ha v hnh2. Nhng hnh vi3. Nhng hot ng4. Cu b v c ng

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2. Bn cht ca dch v l:

1. Mt sn phm2. Mt qu trnh bao gm nhiu giai on3. Kh gi vng cc tiu chun v kim sot cht lng4. Tt c cc cu trn u ng

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3. Bn c im c bn ca dch v l:

1. Tnh v hnh, tnh khng ng nht, tnh bt kh phn & tnh d phn hy.2. Tnh hu hnh, tnh khng tn kho, tnh bt kh phn & tnh khng ng nht.3. Tnh v hnh, tnh khng tn kho, tnh khng s hu & tnh bt kh phn4. Tnh v hnh, tnh khng ng nht, tnh khng s hu & tnh d phn hy.

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4. Marketing tng tc l:

1. Marketing quan h2. Marketing giao dch3. Marketing ni b4. Tt c u sai

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5. Marketing mix dch v l tp hp nhng cng c marketing theo 4 yu t gi l 4 P ( Product, Price, Place v Promotion) m cng ty s dng theo ui nhng mc tiu marketing ca mnh trn th trng mc tiu.

1. ng2. Sai3. Theo 6 yu t (6P)4. Theo 7 yu t (7P)

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6. Marketing hn hp dch v bao gm:

1. 4 yu t (4P)2. 6 yu t (6P)3. 7 yu t (7P)4. 9 yu t (9P)

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7. Yu t con ngi (People) trong marketing dch v l:

1. Nhn vin2. Khch hng3. Thng t vn ha v gi tr4. Tt c cc cu trn

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8. Lm th no tr nn tt hn so vi i th cnh tranh:

1. Bn r hn2. Thng tin nhanh hn3. Bn sn phm cht lng cao hn4. Lm ng iu khch hng cn

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9. Mc tiu ch yu ca khuyn mi l g?

1. Tng danh ting nhn hiu2. To thin cm3. Thay i nhn thc ca khch hng4. y mnh tiu th hng ha

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10. Tam gic marketing dch v bao gm:

1. Internal marketing, External marketing & Service marketing2. Internal marketing, External marketing & Interactive marketing3. Internal marketing, Relationship marketing & Interactive marketing4. Internal marketing, Service marketing & Relationship marketing

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11. Th trng hot ng ca marketing dch v:

1. Th trng khch hng & th trng ni b2. Th trng cung ng & th trng trung gian3. Th trng tuyn dng & th trng quyn lc4. Tt c cc cu trn

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12. Khch hng mua hng ha hay dch v chnh l mua nhng tin ch, gi tr v:

1. Gi tr tuyt i2. Gi tr gia tng3. Gi tr cng thm4. Gi tr mi

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13. Marketing hn hp dch v bao gm:

1. Product, Price, Place, Promotion2. Product, Price, Place, Promotion, Package, People, Process3. Product, Price, Place, Promotion, People, Process, Customer service4. Product, Price, Place, Promotion, People, Process, Physical evidence

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14. Chng c hu hnh (Physical Evidence) trong marketing dch v, gm:

1. Thit k phng tin, nhn vin, trang thit b, du hiu2. Trang thit b, du hiu, bi xe, phong cnh, trang phc nhn vin3. Thit k phng tin, my mc, cch bi tr, nhn vin, ng phc4. Danh thip, ng phc, cc ch dn, nhit , quy trnh hot ng

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15. Cn c xy dng mc tiu dch v l:

1. S mng2. Chin lc3. Cc gi tr4. Tt c cc cu trn

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16. i vi ngi tiu dng dch v, gi dch v bao gm:

1. Gi tham kho v Chi ph phi tin t2. Chi ph phi tin t v Chi ph tin t3. Gi tham kho v Chi ph tin t4. Chi ph phi tin t v gi dch v

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17. Yu t no nh hng n Marketing m Cty c th kim sot c?

1. i th cnh tranh2. Chnh ph3. Cc lc lng x hi4. Nhn vin bn hng

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18. Th trng mc tiu ca cng ty bao gm:

1. Mi khch hng c nhu cu2. Khch hng c sc mua3. Nhng khch hng m doanh nghip tp trung cc hot ng Marketing4. Khch hng trung thnh

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19. Cng c chiu th Marketing gm c:

1. Qung co, marketing trc tip, quan h cng chng (PR)2. Qung co, quan h cng chng, bn hng trc tip3. Qung co, quan h cng chng, khuyn mi4. Cc cu trn u ng

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20. L mt doanh nghip dch v va & nh, dch v ca bn khng phi ai cng c th s dng. gii thiu dch v ca mnh mt cch hiu qu nht, bn phi lm cch no:

1. Thc hin mt chng trnh qung co trn TV2. Gi th trc tip n cc khch hng c la chn3. T chc cc s kin thu ht nhiu ngi n xem4. Qung co trn cc bo

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21. Mt dch v c cht lng l:

1. Dch v p ng c s mong i ca khch hng2. Dch v c chi ph thp3. Dch v p ng v vt qua c s k vng ca khch hng4. Dch v khc bit so vi i th cnh tranh v quan trng i vi khch hng

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22. nh v dch v tt:

1. Gip doanh nghip kim c li nhun nhiu hn i th2. Gip ngi mua phn bit d dng & chnh xc dch v3. Gip to ra s khc bit v dch v trong tm tr khch hng4. Cu b v cu c ng

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23. Bn chin lc tng qut m cc doanh nghip kinh doanh dch v c th la chn l:

1. Differentiation, Cost leadership, Technology Innovation, Customer Intimacy.2. Overall - Differentiation, Focusing - Differentiation, Operational Excellence, Technology Innovation.3. Overall Cost leadership, Overall Differentiation, Customer Intimacy, Operational Excellence.4. Tt c u sai

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24. Bn chin lc tng qut m cc doanh nghip kinh doanh dch v c th la chn l:

1. Overall - Differentiation, Focusing - Differentiation, Operational Excellence, Technology Innovation.2. Overall Cost leadership, Overall Differentiation, Customer Intimacy, Operational Excellence.3. Overall Cost leadership, Focusing Cost leadership, Overall Differentiation, Focusing Differentiation4. Leader, Challenger, Follower, Nicher

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25. Ngy nay, chu k sng ca sn phm/dch v ngy cng ngn li l bi v:1. S pht trin ca cng ngh2. S cnh tranh ca cc doanh nghip3. Nhu cu ca ngi tiu dng4. Tt c cc p n trn

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26. Trong ma trn Ansoff, cc chin lc marketing gm:

1. Pht trin sn phm, pht trin th trng, pht trin khch hng v a dng ha.2. Xm nhp th trng, pht trin th trng, pht trin sn phm v a dng ha.3. Xm nhp th trng, pht trin khch hng, pht trin sn phm v a dng ha.4. Pht trin th trng, pht trin sn phm, a dng ha v pht trin th phn.

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27. Yu t c nh hng trc tip ti kh nng thu li nhun ca doanh nghip kinh doanh dch v:

1. Khch hng2. i th3. Chu k sng ca sn phm4. Nh cung cp

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28. Vi xu hng i sng ca sn phm/dch v ngy cng ngn li, cc nh marketing cn phi:

1. C gng ko di chu k sng ca sn phm/dch v cng lu cng tt.2. Rt ngn giai on suy thoi cng ngn cng tt3. Ko di giai on tng trng cng lu cng tt4. Rt ngn giai on pht trin & ko di giai on bo ha

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29. Chu k sng ca sn phm dch v gm c:

1. 3 giai on2. 4 giai on3. 5 giai on4. 6 giai on

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30. Dch v mang li gi tr nhm tha mn mong i ct li ca khch hng gi l:

1. Dch v ct li2. Dch v chnh3. Dch v ph4. Dch v cng thm

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31. Nhng dch v gip khch hng c cm nhn tt hn v dch v ct li gi l:

1. Dch v bao quanh2. Dch v chnh3. Dch v ph4. Dch v cng thm

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32. gia tng li nhun cho doanh nghip, nh lm marketing phi:

1. Rt ngn giai on gii thiu sn phm trong chu k sng sn phm cng ngn cng tt.2. Ko di giai on tng trng ca sn phm cng lu cng tt.3. Ko di giai on bo ha ca sn phm cng lu cng tt.4. Rt ngn giai on suy thoi ca sn phm cng ngn cng tt.

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33. Trong mi trng cnh tranh ngy nay, cc giai on ca chu k sng ca sn phm, giai on no l quan trng nht:

1. Khi xng2. Gii thiu3. Pht trin4. Tng trng

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34. Ngi tiu dng phn bit dch v ca doanh nghip thng qua s khc bit:

1. Gi v chi ph2. Hiu qu v gi3. Gi v thng tin4. Hiu qu v gi tr gia tng

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35. Thnh vin trc tip tham gia knh phn phi bao gm:

1. Cc trung gian v ngi tiu dng.2. Nhn vin cung ng, cc trung gian v ngi tiu dng3. Nhn vin cung ng v ngi tiu dng4. Nhn vin cung ng, cc trung gian, ngi tiu dng v ngi mi gii

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36. Trong Marketing dch v, c 2 loi knh phn phi:

1. Knh 1 cp v knh nhiu cp2. Knh trc tip v knh gin tip3. C 2 ng4. C 2 sai

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37. Nhng yu t no sau y khng nh hng trc tip n qu trnh nh gi dch v:

1. Chu k sng, co gin2. Cung cu 3. Hin trng kinh t, yu t u vo4. Thng tin, chi ph chm

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38. i vi dch v t vn doanh nghip, dch v mong i l:

1. T vn chuyn nghip2. Nhn s chuyn nghip3. Dch v ng tin cy4. Cu a & cu c ng

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39. Dch v no sau y gi l dch v gia tng ca dch v ct/un tc:

1. Th gii2. Kinh doanh lu nm3. C tr liu sc p4. Cc cu trn u ng

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40. Dch v no sau y c th chim 70% chi ph ca dch v nhng tc ng khch hng nhn bit dch v thng ch chim khong 30%:

1. Dch v bao quanh2. Dch v ct li3. Dch v ph4. Dch v cng thm

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41. tng pht trin dch v c th n t:

1. Ngun ni b2. Khch hng3. Nh phn phi4. Tt c cc cu trn

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42. Trong Marketing dch v, con ngi bao gm:

1. Khch hng, cc nh trung gian2. Khch hng v ton b cn b nhn vin trong cng ty.3. Khch hng, cc nh trung gian, v ton b cn b nhn vin trong cng ty.4. Khch hng bn trong, cc nh trung gian v khch hng bn ngoi

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43. Khc vi sn phm hng ha hu hnh:

1. Cht lng dch v kh xc nh, kh kim sot2. Kh kim sot, cha c chin lc qun l hiu qu3. Cha c chin lc qun l hiu qu, cht lng dch v kh xc nh4. Cht lng dch v kh xc nh, kh kim sot, cha c chin lc qun l hiu qu

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44. qun l cht lng dch v, ngi ta thng p dng cc chin lc no sau y:

1. Qun l s khc bit, Qun l nng sut, Chin lc nhn s2. Qun l nng sut, Chin lc hu mi, Qun l s khc bit3. Chin lc hu mi, Qun l s khc bit, Chin lc cnh tranh4. Qun l nng sut, Chin lc hu mi, Chin lc gi

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45. M hnh 5 l hng l m hnh khc bit v hiu bit v cm nhn v cht lng dch v gia:

1. Khch hng v nh cung cp2. Khch hng v trung gian3. Khch hng v khch hng4. Khch hng, Trung gian, Nh cung cp

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46. c tnh lm dch v khc bit phi tha mn nhng tiu chun:

1. Quan trng i vi khch hng2. Khc bit so vi cc sn phm c3. u vit4. Tt c cc cu trn

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47. thc hin chin lc nh v, doanh nghip phi a