Your SlideShare is downloading. ×
0
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Chapter 5 top 10 learning questions
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Chapter 5 top 10 learning questions

558

Published on

Chapter 5 Kotler: Creating Customer Value, Satisfaction & Loyalty

Chapter 5 Kotler: Creating Customer Value, Satisfaction & Loyalty

Published in: Education, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
558
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 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 _____? <ul><li>Needs </li></ul><ul><li>Wants </li></ul><ul><li>Demands </li></ul><ul><li>Needs, Wants or Demands </li></ul><ul><li>Stated and Unstated Needs </li></ul>
  • 3. 2. Customer satisfaction will depend on experience vs. _____? <ul><li>cost </li></ul><ul><li>value </li></ul><ul><li>expectations </li></ul><ul><li>product </li></ul><ul><li>promotions </li></ul>
  • 4. 3. The ff are used in Customer Perceived Value except: <ul><li>Monetary </li></ul><ul><li>Psychological </li></ul><ul><li>Time </li></ul><ul><li>Energy </li></ul><ul><li>Emotional </li></ul>Create 2 “Except” questions
  • 5. 4. The ff are steps in Customer Value Analysis except; <ul><li>identify major attributes </li></ul><ul><li>assess quantative importance </li></ul><ul><li>assess Company’s performance </li></ul><ul><li>assess competitors performance </li></ul><ul><li>assess competitors promotions </li></ul>
  • 6. 5. Which of the following is true? <ul><li>Customers tend to be cost minimizers </li></ul><ul><li>Cost is the primary consideration of customers in purchasing </li></ul><ul><li>Total customer benefit are the bundle of cost related to the product </li></ul><ul><li>If the perceived customer value is high, the customer will buy the product </li></ul><ul><li>Customer Perceived Value is the difference between benefits and costs </li></ul>
  • 7. 6. Which of the following is false relating to Customer Profitability ? <ul><li>Company can classify customers into different profit tiers. </li></ul><ul><li>Customer profitabilty analysis is computed using activity based costing </li></ul><ul><li>Benefits must be more than Costs </li></ul><ul><li>Materials, Labor and Overhead are part of costs </li></ul><ul><li>To maintain customer profitability, we should maintain all customers. </li></ul>
  • 8. 7. Doctors curing a patient is an example of <ul><li>Satisfying a profession </li></ul><ul><li>Satisfying a need </li></ul><ul><li>Satisfying quality </li></ul><ul><li>Satisfying a patient </li></ul><ul><li>Satisfying a demand </li></ul>
  • 9. 8. Comparing branded Medicines vs Generics is best example of ? <ul><li>Customer Satisfaction </li></ul><ul><li>Customer Quality </li></ul><ul><li>Customer Perceived Value </li></ul><ul><li>Customer Relationship Mgt </li></ul><ul><li>Customer Feedback </li></ul>
  • 10. 9. Hmo membership cards are example of : <ul><li>Cultivating customer relations </li></ul><ul><li>Marketing promotions </li></ul><ul><li>Retaining customers </li></ul><ul><li>Managing customer touch points </li></ul><ul><li>Attracting customers </li></ul>
  • 11. 10. Hospital patient record is an example of : <ul><li>Information System </li></ul><ul><li>Database System </li></ul><ul><li>Accounting System </li></ul><ul><li>Medical Records System </li></ul><ul><li>Marketing System </li></ul>
  • 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 _____? <ul><li>Needs </li></ul><ul><li>Wants </li></ul><ul><li>Demands </li></ul><ul><li>Needs, Wants or Demands </li></ul><ul><li>Stated and Unstated Needs </li></ul>
  • 14. 2. Customer satisfaction will depend on experience vs. _____? <ul><li>cost </li></ul><ul><li>value </li></ul><ul><li>expectations </li></ul><ul><li>product </li></ul><ul><li>promotions </li></ul>
  • 15. 3. The ff are used in Customer Perceived Value except: <ul><li>Monetary </li></ul><ul><li>Psychological </li></ul><ul><li>Time </li></ul><ul><li>Energy </li></ul><ul><li>Emotional </li></ul>Create 2 “Except” questions
  • 16. 4. The ff are steps in Customer Value Analysis except; <ul><li>identify major attributes </li></ul><ul><li>assess quantative importance </li></ul><ul><li>assess Company’s performance </li></ul><ul><li>assess competitors performance </li></ul><ul><li>assess competitors promotions </li></ul>
  • 17. 5. Which of the following is true? <ul><li>Customers tend to be cost minimizers </li></ul><ul><li>Cost is the primary consideration of customers in purchasing </li></ul><ul><li>Total customer benefit are the bundle of cost related to the product </li></ul><ul><li>If the perceived customer value is high, the customer will buy the product </li></ul><ul><li>Customer Perceived Value is the difference between benefits and costs </li></ul>
  • 18. 6. Which of the following is false relating to Customer Profitability ? <ul><li>Company can classify customers into different profit tiers. </li></ul><ul><li>Customer profitabilty analysis is computed using activity based costing </li></ul><ul><li>Benefits must be more than Costs </li></ul><ul><li>Materials, Labor and Overhead are part of costs </li></ul><ul><li>To maintain customer profitability, we should maintain all customers. </li></ul>
  • 19. 7. Doctors curing a patient is an example of <ul><li>Satisfying a profession </li></ul><ul><li>Satisfying a need </li></ul><ul><li>Satisfying quality </li></ul><ul><li>Satisfying a patient </li></ul><ul><li>Satisfying a demand </li></ul>
  • 20. 8. Comparing branded Medicines vs Generics is best example of ? <ul><li>Customer Satisfaction </li></ul><ul><li>Customer Quality </li></ul><ul><li>Customer Perceived Value </li></ul><ul><li>Customer Relationship Mgt </li></ul><ul><li>Customer Feedback </li></ul>
  • 21. 9. Hmo membership cards are example of : <ul><li>Cultivating customer relations </li></ul><ul><li>Marketing promotions </li></ul><ul><li>Retaining customers </li></ul><ul><li>Managing customer touch points </li></ul><ul><li>Attracting customers </li></ul>
  • 22. 10. Hospital patient record is an example of : <ul><li>Information System </li></ul><ul><li>Database System </li></ul><ul><li>Accounting System </li></ul><ul><li>Medical Records System </li></ul><ul><li>Marketing System </li></ul>
  • 23. TOP 10 Learning Questions for Victoria Lorelie M. Tan May 21, 2010 Chapter 5: Creating Customer Value, Satisfaction and Loyalty

×