Chapter No 5 :Creating Customer Value Satisfaction & Loyalty (15 MCQ`S)

  1. -------------------------------- value is he difference between the prospective customer's evaluation of all the benefits and all the costs of an offering and the perceived alternative.
    1. Totasl Customer Value
    2. Customer Perceived Value
    3. both a & b
    4. Neither a nor b
    5. Show Answer
      Answer: B
      Explanation:
      • N/A
  2. -------------------------- value is the perceived monetrary value of the bundle of economic , functional and psychological benefits customers expect from a given market offering.
    1. Totasl Customer Value
    2. Customer Perceived Value
    3. both a & b
    4. Neither a nor b
    5. Show Answer
      Answer: A
      Explanation:
      • N/A
  3. The ----------- consists of the whle cluster of benefits the company promises to deliver.
    1. Product proposition
    2. Value Proposition
    3. both a & b
    4. Neither a nor b
    5. Show Answer
      Answer: C
      Explanation:
      • N/A
  4. ---------------- is a person's feelings of pleasure or disappointment resulting from comparing a product's perceived performance in relation to his or her expectations.
    1. Value
    2. Value Proposition
    3. Satisfaction
    4. Pleasure
    5. Show Answer
      Answer: C
      Explanation:
      • N/A
  5. Customer ------------------- Analysis (CPA) is best conducted with the tools of an accounting technique called Activity Based Costing (ABC).
    1. Proposition
    2. Performance
    3. Profitability
    4. None of these
    5. Show Answer
      Answer: C
      Explanation:
      • N/A
  6. --------------- equity is the customer's objective assessment of the utility of an offering based on perceptions of its benefits relative to its costs.
    1. Brand Equity
    2. Value Equity
    3. Relationship Equity
    4. None of these
    5. Show Answer
      Answer: B
      Explanation:
      • N/A
  7. -------- equity is the customer's subjective and intangible assessment of the brand, above and beyond its objectively perceived value.
    1. Brand Equity
    2. Value Equity
    3. Relationship Equity
    4. None of these
    5. Show Answer
      Answer: A
      Explanation:
      • N/A
  8. --------------- equity is the customer's tendency to stick with the brand, above and beyond objective and subjective assessment of its worth.
    1. Brand Equity
    2. Value Equity
    3. Relationship Equity
    4. None of these
    5. Show Answer
      Answer: C
      Explanation:
      • N/A
  9. ---------- is the process of managing detailed information about individuals customers and carefully managing all customers to maximize loyalty.
    1. Consumer Relationship Management
    2. Customer Relationship management
    3. both a & b
    4. Neither a nor b
    5. Show Answer
      Answer: B
      Explanation:
      • N/A
  10. If a company invest on building loyalty yet its sales person is simply just selling the products, it means that salesperson is doing ------------------- marketing.
    1. Basic Marketing
    2. Reactive Marketing
    3. Accountable Marketing
    4. Proactive Marketing
    5. Show Answer
      Answer: A
      Explanation:
      • N/A

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