Chapter 5 top 10 learning questions

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Chapter 5 Kotler: Creating Customer Value, Satisfaction & Loyalty

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Chapter 5 top 10 learning questions

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

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