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DARRAT MKT 701 EXAM 2 chapter 5&6 - 2024 latest update
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DARRAT MKT 701 EXAM 2 chapter 5&6 -2019
Which of the following is true for the modern company organization chart pyramid? -
ANSCustomers are at the top of the pyramid.
In the modern customer-oriented organizational chart, which of the following is considered to be
at the top of the organizational pyramid? - ANScustomers
In a modern customer-oriented organization chart, the ________ of an organization immediately
follow the customer segment. - ANSFrontline people
________ is the difference between the prospective customer's evaluation of all the benefits
and all the costs of an offering and the perceived alternatives. - ANSCustomer-perceived value
When a consumer considers a product or service, he or she will choose whichever product or
service delivers the highest ________. - ANSCustomer-perceived value
________ is the perceived monetary value of the bundle of economic, functional, and
psychological benefits customers expect from a given market offering. - ANSTotal customer
benefit
The bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of
the given market offering is called the ________. - ANStotal customer cost
Which of the following is true for customer-perceived value? - ANSIt is the difference between
the prospective customer's evaluation of all the benefits and all the costs of an offering and the
perceived alternatives.
Which of the following is the first step in customer value analysis? - ANSIdentify the major
attributes and benefits that customers value.
The final step of customer value analysis is to ________. - ANSmonitor customer values over
time
Cell phone manufacturer LZT has to choose between two options for sourcing parts:
Japan-based Keiko Inc. and U.S.-based Global Tech. How can Keiko reduce the total customer
cost for LZT? - ANSAbsorbing some risk by offering a warranty
, ________ can be defined as a deeply held commitment to rebuy or repatronize a preferred
product or service in the future despite situational influences and marketing efforts having the
potential to cause switching behavior. - ANSLoyalty
TBS Bikes has recently introduced a series of bikes called Surami. The core positioning of TBS
Bikes is "speed". Surami is a five-gear bike and apart from speed, the company promises to
include other features such as safety, good performance, and pollution control features. This
describes the ________ of the bike. - ANSvalue proposition
A company's ________ includes all the experiences the customer will have on the way to
obtaining and using the offering. - ANSvalue delivery system
Sammy's is a fast food chain that offers burgers, sandwiches, and shakes. It focuses its
marketing efforts on all the experiences the customers will have on the way to obtaining their
food order and eating it. Hence, Sammy's is focusing its marketing efforts on its ________. -
ANSvalue delivery system
Total customer satisfaction is measured based on the relationship of ________. - ANSperceived
performance and expectation
Which of the following is true for customer satisfaction? - ANSGreater customer satisfaction has
also been linked to higher returns and lower risk in the stock market.
________ can track customer satisfaction directly, measure repurchase intention and also
gauge a consumer's willingness to recommend the company and brand to others. - ANSPeriodic
surveys
Field Grocery wants to learn the strengths and weaknesses in customer service at all the Field
Grocery stores. Which of the following methods can it use for this? - ANSmystery shoppers
Of customers who register a complaint, ________. - ANSsome will do business with the
company again if their complaint is resolved
Which of the following is the best method of recovering customer goodwill? - ANScontacting the
complaining customer as quickly as possible
________ is the totality of features and characteristics of a product or service that bear on its
ability to satisfy stated or implied needs. - ANSQuality
When two brands of the same basic product deliver their respective promised quality, they are
delivering ________. - ANSconformance quality
Rade and Talion are competitors in the business of manufacturing wrist watches. While Rade
promises to deliver design and quality to its customers, Talion promises to deliver durability and
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