Chapter5 creating customer value, satisfaction, and loyalty sept23

TOP 10 Learning Questions for

Chapter 5 Creating Customer Value,

Satisfaction, and Loyalty

SitumorangSeptember 23, 20101

www.berlysitumorang.blogspot.com

1. The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, anddisposing of the given market offering, including monetary, time, energy, and psychiccosts is called the________.

A. Perceived usefulnessB. Failure avoidance rateC. Total Customer CostD. Customer perceived valueE. Competitors market share rate

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Total Customer Cost

The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering, including monetary, time, energy, and

psychological costs.

Psychological cost

Energy cost

Time cost

Monetary cost

Total customer cost

1. The perceived bundle of costs customers expect to incur in evaluating, obtaining, using, anddisposing of the given market offering, including monetary, time, energy, and psychiccosts is called the________.

A. Perceived usefulnessB. Failure avoidance rateC. Total Customer CostD. Customer perceived valueE. Competitors market share rate

2. Customer perceived value is the difference between the prospective customer’s evaluation of all the_______and all the ______ of an offering and the perceived alternatives

A. Benefit & CostB. Price & CostC. Profit & BenefitD. Benefit & PriceE. Profit & Cost

Determinants of Customer Perceived Value

Psychological cost

Energy cost

Time cost

Monetary cost

Total customer cost

Image benefit

Personal benefit

Services benefit

Product benefit

Total customer benefit

2. Customer perceived value is the difference between the prospective customer’s evaluation of all the_______and all the ______ of an offering and the perceived alternatives

A. Benefit & CostB. Price & CostC. Profit & BenefitD. Benefit & PriceE. Profit & Cost

3. Total customer satisfaction is measured based on the relationship of _______

A. Anticipated and Real Performance B. Perceived Performance and

Expectation C. Perceived Performance and Advertised D. Perceived Performance and Customer Attitude A. Perceived Performance and Real Outcomes

Total Cusomer Satisfaction

Satisfaction is a person’s feelings of pleasure or disappointment that result from comparing a product’s perceived performance (or outcome) to their expectations.

3. Total customer satisfaction is measured based on the relationship of _______

A. Anticipated and Real Performance B. Perceived Performance and

Expectation C. Perceived Performance and Advertised D. Perceived Performance and Customer

Attitude E. Perceived Performance and Real

Outcomes

4. All of the following are measuring satisfaction, except :

A. Periodic surveysB. Customer loss rateC. Mystery shoppersD. Monitor competitive performanceE. Loyal Customer

Measuring Satisfaction

Periodic SurveysPeriodic Surveys

Customer Loss RateCustomer Loss Rate

Mystery ShoppersMystery Shoppers

Monitor Competitive Performance

4. All of the following are measuring satisfaction, except :

A. Periodic surveysB. Customer loss rateC. Mystery shoppersD. Monitor competitive performanceE. Loyal Customer

5. Which of the following is False?

A. Assess the qualitative importance of different attributes and benefits

B. Assess the company’s and competitor’s performances on the different customer values against rated importance

C. Examine ratings of specific segmentsD. Monitor customer values over timeE. The buyer might be under orders to buy

at the lowest price.

Steps in a Customer Value Analysis

Satisfaction is a person’s feelings of pleasure Identify major attributes and benefits that customers value

Assess the qualitative importance of different attributes and benefits

Assess the company’s and competitor’s performances on the different customer values against rated importance

Examine ratings of specific segments Monitor customer values over time or disappointment that result from comparing a

product’s perceived performance (or outcome) to their expectations.

5. Which of the following is False?

A. Assess the qualitative importance of different attributes and benefits

B. Assess the company’s and competitor’s performances on the different customer values against rated importance

C. Examine ratings of specific segmentsD. Monitor customer values over timeE. The buyer might be under orders to buy

at the lowest price.

6. Which is True

A. Customer profitabilityB. Identify prospects and customersC. Differentiate customers by needs and

value to companyD. Interact to improve knowledgeE. Customize for each customer

Maximizing Customer Lifetime Value

Customer profitability

Customer equity Lifetime value

6. Which is True

A. Customer profitabilityB. Identify prospects and customersC. Differentiate customers by needs and

value to companyD. Interact to improve knowledgeE. Customize for each customer

7. Pal vs. Cebu is an example of ______

A. Customer Perceived ValueB. Customer Satisfaction C. Customer BenefitD. Customer ValueE. Customer Loyalty

Customer Perceived value

Customer Perceived value should be greater than customer cost to result in buy decision.

a. customer has choices b. Greater benefits to customer c. Customer chooses Maximum

Benefits d. Customer buys product

7. Pal vs. Cebu is an example of ______

A. Customer Perceived ValueB. Customer Satisfaction C. Customer BenefitD. Customer ValueE. Customer Loyalty

8. The following are examples of Customer Loyalty

A. Coors Beer B. Land’s EndC. VerizonD. AvisE. All of the Above

Top Brands in Customer Loyalty

Avis Google L.L. Bean Samsung (mobile phones) Yahoo! Canon (office copiers) Land’s End Coors Hyatt Marriott Verizon KeySpan Energy Miller Genuine Draft Amazon

8. The following are examples of Customer Loyalty

A. Coors Beer B. Land’s EndC. VerizonD. AvisE. All of the Above

9. Example for Customer Satisfaction

A. Louis Vuitton B. DisneylandC. ToyotaD. A & BE. All of The above

Customer Satisfaction

Customer Satisfaction is the desired marketing tool : Loyalty, retention, acceptance of new offers, word of mouth advertising and all these result to repeat buys

9. Example for Customer Satisfaction

A. Louis Vuitton B. DisneylandC. ToyotaD. A & BE. All of The above

10. Which is not an example of Customer Base is high value to company

A. Google B. SkypeC. EBayD. PLDTE. Internet

Customer Base

Customer Base is high value to company :

a. Reduce customer defection

b. Increase longevity of customer relationship

c. Increase offers by cross sell and up sell methods.

d. Convert low profit customers or terminate them

e. Keeping customer is cheaper

10. Which is not an example of Customer Base is high value to company

A. Google B. SkypeC. EBayD. PLDTE. Internet

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