This document contains 10 multiple choice questions and their answers related to customer value, satisfaction, and loyalty. The questions cover topics such as the definition of product and service quality, factors that influence customer satisfaction, components of customer perceived value, steps in customer value analysis, characteristics of customer profitability, examples of satisfying customers and managing customer relationships.

1. TOP 10 Learning Questions for Victoria Lorelie M. Tan May 21, 2010 Chapter 5: Creating Customer Value, Satisfaction and Loyalty

2. 1. Product and Service Quality means the ability to satisfy _____? Needs Wants Demands Needs, Wants or Demands Stated and Unstated Needs

3. 2. Customer satisfaction will depend on experience vs. _____? cost value expectations product promotions

4. 3. The ff are used in Customer Perceived Value except: Monetary Psychological Time Energy Emotional Create 2 “Except” questions

5. 4. The ff are steps in Customer Value Analysis except; identify major attributes assess quantative importance assess Company’s performance assess competitors performance assess competitors promotions

6. 5. Which of the following is true? Customers tend to be cost minimizers Cost is the primary consideration of customers in purchasing Total customer benefit are the bundle of cost related to the product If the perceived customer value is high, the customer will buy the product Customer Perceived Value is the difference between benefits and costs

7. 6. Which of the following is false relating to Customer Profitability ? Company can classify customers into different profit tiers. Customer profitabilty analysis is computed using activity based costing Benefits must be more than Costs Materials, Labor and Overhead are part of costs To maintain customer profitability, we should maintain all customers.

8. 7. Doctors curing a patient is an example of Satisfying a profession Satisfying a need Satisfying quality Satisfying a patient Satisfying a demand

9. 8. Comparing branded Medicines vs Generics is best example of ? Customer Satisfaction Customer Quality Customer Perceived Value Customer Relationship Mgt Customer Feedback

10. 9. Hmo membership cards are example of : Cultivating customer relations Marketing promotions Retaining customers Managing customer touch points Attracting customers

11. 10. Hospital patient record is an example of : Information System Database System Accounting System Medical Records System Marketing System

12. TOP 10 Learning Answers for: Victoria Lorelie M. Tan May 21, 2010 Chapter 5: Creating Customer Value, Satisfaction and Loyalty

13. 1. Product and Service Quality means the ability to satisfy _____? Needs Wants Demands Needs, Wants or Demands Stated and Unstated Needs

14. 2. Customer satisfaction will depend on experience vs. _____? cost value expectations product promotions

15. 3. The ff are used in Customer Perceived Value except: Monetary Psychological Time Energy Emotional Create 2 “Except” questions

16. 4. The ff are steps in Customer Value Analysis except; identify major attributes assess quantative importance assess Company’s performance assess competitors performance assess competitors promotions

17. 5. Which of the following is true? Customers tend to be cost minimizers Cost is the primary consideration of customers in purchasing Total customer benefit are the bundle of cost related to the product If the perceived customer value is high, the customer will buy the product Customer Perceived Value is the difference between benefits and costs

18. 6. Which of the following is false relating to Customer Profitability ? Company can classify customers into different profit tiers. Customer profitabilty analysis is computed using activity based costing Benefits must be more than Costs Materials, Labor and Overhead are part of costs To maintain customer profitability, we should maintain all customers.

19. 7. Doctors curing a patient is an example of Satisfying a profession Satisfying a need Satisfying quality Satisfying a patient Satisfying a demand

20. 8. Comparing branded Medicines vs Generics is best example of ? Customer Satisfaction Customer Quality Customer Perceived Value Customer Relationship Mgt Customer Feedback

21. 9. Hmo membership cards are example of : Cultivating customer relations Marketing promotions Retaining customers Managing customer touch points Attracting customers

22. 10. Hospital patient record is an example of : Information System Database System Accounting System Medical Records System Marketing System

23. TOP 10 Learning Questions for Victoria Lorelie M. Tan May 21, 2010 Chapter 5: Creating Customer Value, Satisfaction and Loyalty