MIDTERM QUIZ DELIVERING CUSTOMER VALUE
Quiz by Harold Noga
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19 questions
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- Q1In the modern customer-oriented organizational chart, which of the following is considered to be at the top of the organizational pyramid?The president is at the top of the organizational pyramid.Front-line people are at the top of the organizational pyramid.Customers are at the top of the organizational pyramid.Sales are at the top of the organizational pyramid.45s
- Q2________ is the difference between the prospective customer’s evaluation of all the benefits and all the costs of an offering and the perceived alternatives.Customer perceived valuePerceived usefulnessFailure avoidance rateReport rating45s
- Q3Total customer value is the perceived monetary value of the bundle of economic, functional, and ________ benefits customers expect from a given market offering.realizedintangiblefabricatedpsychological45s
- Q4One key to customer retention is ________. It would be wise for a company to measure this factor frequently.to have an ethics officerheavy promotiondeep discounts for intermediariescustomer satisfaction30s
- Q5First phase of value creation in sequence isproviding the valuechoosing the valuecommunicating the valuemaking the superior product45s
- Q6Modern-oriented company uses:pyramid where top management are on top.pyramid where front line people are on top.inverted pyramid where top management are on top.inverted pyramid where customers are on top.45s
- Q7It is the set of benefits a company promises to deliver its consumers to satisfy their needs.good customer servicesAn attributeLow pricingA value proposition60s
- Q8Which of the statement is CORRECT:If the product or service performance falls short, the customer is dissatisfied.If the product is superior customers will definitely buy it.Loyalty refers to the whole cluster of benefits the company promises to deliver.The first step in customer value analysis is assessment of attributes and benefits.60s
- Q9In a given data where the total number of customer (year beginning) is 300,000 and total number of customers who left (year-end) is 140,000. The retention rate is:47%52%53%46%45s
- Q10Monitoring customer satisfaction are done through the ff EXCEPT for:using customer feedbackextensive promotion and advertisementperiodic surveysdetermining customer loss rate60s
- Q11Uber expertly highlights everything that sucks about taking a traditional taxi and points out how its service is superior. It offers convenience through One tap and a car comes directly to you and Your driver knows exactly where to go. This is an example of Uber benefits that it promises to deliver. Hence, this is clearly:customer lifetime valuecustomer satisfactiontotal customer satisfactiona value proposition120s
- Q12Which of the ff statement is true?Customer loyalty has nothing to do with customer satisfaction.CPV stands for customer proposed valueBusinesses must first keep before getting customers.Businesses succeed by getting, keeping and growing customers.60s
- Q13A persons feeling of pleasure which results in products performance that match expectations is called:distinctive propositionsuperior valuedissatisfactionsatisfaction45s
- Q14The seller who is at CPV disadvantage should:Enhance total customer benefitDecrease total customer costImplement both choices given45s
- Q15The _______ comprises the whole pack of benefits the firm promises to deliver.Value deliveryValue propositionValue creationvalue processing45s