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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
2www.berlysitumorang.blogspot.com
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.
3
Psychological cost
Energy cost
Time cost
Monetary cost
Total customer cost
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
4www.berlysitumorang.blogspot.com
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
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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
www.berlysitumorang.blogspot.com
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
7www.berlysitumorang.blogspot.com
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
8www.berlysitumorang.blogspot.com
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.
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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
10www.berlysitumorang.blogspot.com
4. All of the following are measuring satisfaction, except :
A. Periodic surveysB. Customer loss rateC. Mystery shoppersD. Monitor competitive performanceE. Loyal Customer
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Measuring Satisfaction
Periodic SurveysPeriodic Surveys
Customer Loss RateCustomer Loss Rate
Mystery ShoppersMystery Shoppers
Monitor Competitive Performance
Monitor Competitive Performance
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4. All of the following are measuring satisfaction, except :
A. Periodic surveysB. Customer loss rateC. Mystery shoppersD. Monitor competitive performanceE. Loyal Customer
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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.
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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.
www.berlysitumorang.blogspot.com
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.
16www.berlysitumorang.blogspot.com
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
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Maximizing Customer Lifetime Value
Customer profitability
Customer equity Lifetime value
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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
19www.berlysitumorang.blogspot.com
7. Pal vs. Cebu is an example of ______
A. Customer Perceived ValueB. Customer Satisfaction C. Customer BenefitD. Customer ValueE. Customer Loyalty
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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
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7. Pal vs. Cebu is an example of ______
A. Customer Perceived ValueB. Customer Satisfaction C. Customer BenefitD. Customer ValueE. Customer Loyalty
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8. The following are examples of Customer Loyalty
A. Coors Beer B. Land’s EndC. VerizonD. AvisE. All of the Above
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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
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8. The following are examples of Customer Loyalty
A. Coors Beer B. Land’s EndC. VerizonD. AvisE. All of the Above
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9. Example for Customer Satisfaction
A. Louis Vuitton B. DisneylandC. ToyotaD. A & BE. All of The above
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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
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9. Example for Customer Satisfaction
A. Louis Vuitton B. DisneylandC. ToyotaD. A & BE. All of The above
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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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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
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10. Which is not an example of Customer Base is high value to company
A. Google B. SkypeC. EBayD. PLDTE. Internet
31www.berlysitumorang.blogspot.com
TOP 10 Learning Questions for
Chapter 5 Creating Customer Value,
Satisfaction, and Loyalty
SitumorangSeptember 23, 2010
www.berlysitumorang.blogspot.com