Customer satisfaction: a study of bank customer retention ...
T&F Building Customer Satisfaction, Value, And Retention
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Your Results for "True/False" Print this page Site Title: Marketing Management Book's Title: Marketing Management Book's Author: Kotler Location on Site: Home > Student Resources > Building Customer Satisfaction, Value, a > True/False Date/Time Submitted: April 9, 2015 at 5:09 PM (UTC/GMT) Summary of Results 67% Correct of 15 items: 10 correct: 67% 5 incorrect: 33% More information about scoring 1. Total customer value is the bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of the given market offering. Your Answer: False 2. A person’s feelings of pleasure or disappointment resulting from comparing a product’s performance (or outcome) in relation to his or her own performance (or outcome) is called satisfaction. Your Answer: False 3. Customer expectations are created by buying experience, friends’ and associates’ advice, and marketers’ and competitors’ information and promises. Your Answer: True 4. A value inquest consists of the whole cluster of benefits the company promises to deliver; it is more than the core positioning of the offering. Your Answer: True Correct Answer: False INCORRECT. It is called a value proposition. Delivering High Customer Value (See Page 63) 5. One of the tools used to track and measure customer satisfaction is a complaint and suggestion system. Your Answer: True 6. Companies that navigate all the pitfalls to reach their customer value and satisfaction goals are called highperformance companies.
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Transcript of T&F Building Customer Satisfaction, Value, And Retention
4/9/2015 Your Results for "True/False"
http://wps.prenhall.com/wps/grader 1/3
Your Results for "True/False" Print this page
Site Title: Marketing Management
Book's Title: Marketing Management
Book's Author: Kotler
Location onSite:
Home > Student Resources > BuildingCustomer Satisfaction, Value, a >True/False
Date/TimeSubmitted:
April 9, 2015 at 5:09 PM (UTC/GMT)
Summary of Results
67% Correct of 15 items:10 correct: 67%5 incorrect: 33%
More information about scoring
1. Total customer value is the bundle of costs customers expect to incur in evaluating,obtaining, using, and disposing of the given market offering.
Your Answer: False
2. A person’s feelings of pleasure or disappointment resulting from comparing aproduct’s performance (or outcome) in relation to his or her own performance (oroutcome) is called satisfaction.
Your Answer: False
3. Customer expectations are created by buying experience, friends’ and associates’advice, and marketers’ and competitors’ information and promises.
Your Answer: True
4. A value inquest consists of the whole cluster of benefits the company promises todeliver; it is more than the core positioning of the offering.
Your Answer: TrueCorrect Answer: False
INCORRECT. It is called a value proposition. Delivering High Customer Value (SeePage 63)
5. One of the tools used to track and measure customer satisfaction is a complaint andsuggestion system.
Your Answer: True
6. Companies that navigate all the pitfalls to reach their customer value andsatisfaction goals are called highperformance companies.
4/9/2015 Your Results for "True/False"
http://wps.prenhall.com/wps/grader 2/3
Your Answer: FalseCorrect Answer: True
INCORRECT. These companies are highperformance companies. The Nature ofHighPerformance Businesses (See Page 65)
7. Examples of resources that a company can use to carry on its business processesare labor, materials, and information.
Your Answer: True
8. The shared stories, experiences, beliefs, and norms that every employee has andshares within a company are called policies.
Your Answer: False
9. Visionary companies are acknowledged industry leaders and are widely admired, setambitious goals, communicate to their employees, and embrace a high purposebeyond making money.
Your Answer: True
10. A value chain is a tool used by a company to identify ways to create more customervalue through its activities.
Your Answer: True
11. The process of calculating a company’s customer defection rate is called customerscrambling.
Your Answer: False
12. A highly satisfied consumer stays loyal longer, buys more products talks favourablyabout the company, and shops at competitors regularly to keep up with pricecomparisons.
Your Answer: TrueCorrect Answer: False
INCORRECT. They will only shop at your store because they are loyal. The Need forCustomer Retention (See Page 74)
4/9/2015 Your Results for "True/False"
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13. Customer lifetime value describes the present value of the stream of future profitsexpected over the customer’s lifetime purchases.
Your Answer: True
14. Value equity is the customer’s subjective and intangible assessment of the brand,above and beyond its objectively perceived value.
Your Answer: TrueCorrect Answer: False
INCORRECT. This is value equity. Customer Relationship Management (CRM): TheKey (See Page 77)
15. A customer advantage is something that a company can use as a springboard tonew advantages.
Your Answer: TrueCorrect Answer: False
INCORRECT. This is a leverageable advantage. Increasing Company Profitability (SeePage 84)
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