Midterm Examination in Marketing Management

___________ is the difference between the prospective customers evaluation of all benefits and all the costs of an offering and the perceived alternatives.

• Customer benefits

• Customer Perceived Value

• Customer Perceived Value

In a customer a Value Analysis the last step is__________.

• Monitor customer values over time.

• Examine ratings of specific segments.

• Identify major attributes and benefits that customers value.

Customer loyalty is the likelihood that existing and previous customers discontinue purchasing from a specific company.

• True

• False

_______________ is the whole cluster of benefits the company promise to deliver.

• Customer Perceived Value

• Value Proposition

• Customer Benefits

Are conducted to gather feedback on the quality of program delivery.

• Customer Loss Rate

• Monitoring Competitive Performance

• Periodic Surveys

Quality is the totality of features and characteristics of a product or service that bear on its ability to dissatisfy stated or implied needs.

• True

• False

It represents the total amount of money a customer is expected to spend in your business, or on your products during their lifetime.

• Customer Profitability

• Customer Equity

• Customer lifetime Value

It measure the ratio of how customers rate a company on "what paid for" relative to how they rate its competitors on the same.

• Customer Loss rate

• Customer Value Analysis

• Customer Equity

A company is like to lose market if customer value analysis is greater than 1.

• True

• False

A company likely to neither gain nor lose market share if customer value analysis is equal to 1.

• True

• False