This document contains 10 multiple choice questions about key concepts from chapter 5 on creating customer value, satisfaction, and loyalty. The questions cover topics like total customer cost, customer perceived value, measuring customer satisfaction, customer loyalty, and examples of companies that exemplify these concepts.

1. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 20101 www.berlysitumorang.blogspot.com

2. 1. 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 psychic costs is called the________. Perceived usefulness Failure avoidance rate Total Customer Cost Customer perceived value Competitors market share rate www.berlysitumorang.blogspot.com

3. 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 www.berlysitumorang.blogspot.com

4. 1. 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 psychic costs is called the________. Perceived usefulness Failure avoidance rate Total Customer Cost Customer perceived value Competitors market share rate www.berlysitumorang.blogspot.com

5. 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 Benefit & Cost Price & Cost Profit & Benefit Benefit & Price Profit & Cost www.berlysitumorang.blogspot.com

6. 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

7. 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 Benefit & Cost Price & Cost Profit & Benefit Benefit & Price Profit & Cost www.berlysitumorang.blogspot.com

8. 3. Total customer satisfaction is measured based on the relationship of _______ Anticipated and Real Performance Perceived Performance and Expectation Perceived Performance and Advertised Perceived Performance and Customer Attitude Perceived Performance and Real Outcomes www.berlysitumorang.blogspot.com

9. 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. www.berlysitumorang.blogspot.com

10. 3. Total customer satisfaction is measured based on the relationship of _______ Anticipated and Real Performance Perceived Performance and Expectation Perceived Performance and Advertised Perceived Performance and Customer Attitude Perceived Performance and Real Outcomes www.berlysitumorang.blogspot.com

11. 4. All of the following are measuring satisfaction, except : Periodic surveys Customer loss rate Mystery shoppers Monitor competitive performance Loyal Customer www.berlysitumorang.blogspot.com

12. Measuring Satisfaction Periodic Surveys Customer Loss Rate Mystery Shoppers Monitor Competitive Performance www.berlysitumorang.blogspot.com

13. 4. All of the following are measuring satisfaction, except : Periodic surveys Customer loss rate Mystery shoppers Monitor competitive performance Loyal Customer www.berlysitumorang.blogspot.com

14. 5. Which of the following is False? 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 The buyer might be under orders to buy at the lowest price. www.berlysitumorang.blogspot.com

15. 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

16. 5. Which of the following is False? 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 The buyer might be under orders to buy at the lowest price . www.berlysitumorang.blogspot.com

17. 6. Which is True Customer profitability Identify prospects and customers Differentiate customers by needs and value to company Interact to improve knowledge Customize for each customer www.berlysitumorang.blogspot.com

18. Maximizing Customer Lifetime Value Customer profitability Customer equity Lifetime value www.berlysitumorang.blogspot.com

19. 6. Which is True Customer profitability Identify prospects and customers Differentiate customers by needs and value to company Interact to improve knowledge Customize for each customer www.berlysitumorang.blogspot.com

20. 7. Pal vs. Cebu is an example of ______ Customer Perceived Value Customer Satisfaction Customer Benefit Customer Value Customer Loyalty www.berlysitumorang.blogspot.com

21. 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 www.berlysitumorang.blogspot.com

22. 7. Pal vs. Cebu is an example of ______ Customer Perceived Value Customer Satisfaction Customer Benefit Customer Value Customer Loyalty www.berlysitumorang.blogspot.com

23. 8. The following are examples of Customer Loyalty Coors Beer Land’s End Verizon Avis All of the Above www.berlysitumorang.blogspot.com

24. 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 www.berlysitumorang.blogspot.com

25. 8. The following are examples of Customer Loyalty Coors Beer Land’s End Verizon Avis All of the Above www.berlysitumorang.blogspot.com

26. 9. Example for Customer Satisfaction Louis Vuitton Disneyland Toyota A & B All of The above www.berlysitumorang.blogspot.com

27. 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 www.berlysitumorang.blogspot.com

28. 9. Example for Customer Satisfaction Louis Vuitton Disneyland Toyota A & B All of The above www.berlysitumorang.blogspot.com

29. 10. Which is not an example of Customer Base is high value to company Google Skype EBay PLDT Internet www.berlysitumorang.blogspot.com

30. 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 www.berlysitumorang.blogspot.com

31. 10. Which is not an example of Customer Base is high value to company Google Skype EBay PLDT Internet www.berlysitumorang.blogspot.com

32. TOP 10 Learning Questions for Chapter 5 Creating Customer Value, Satisfaction, and Loyalty Situmorang September 23, 2010 www.berlysitumorang.blogspot.com