Exam L5M9 Topic 1 Question 118 Discussion

Actual exam question for CIPS's L5M9 exam
Question #: 118
Topic #: 1
Khaled has recently been hired as an Operations Manager at a company providing consultancy services. This is his first role in the service industry, previously he has worked at companies providing goods. He understands that services are intangible and therefore there is a difference in how Operations may be managed. Which of the following sentences about services are true? Select THREE

Suggested Answer: B,C,E Vote an answer

The correct sentences are 2, 3 and 5. This is from the table comparing services and goods on p.47. Note that you can ask for a refund if you're unhappy with a service, but you can't physically return the service you've received. Option 1 is incorrect- there is no transfer of ownership with services (there is with goods). Option 4 is incorrect as every service is different- there is a high level of variability in delivery.

by Kevin at Feb 23, 2026, 10:00 AM

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