CONSUMER BEHAVIOR 3

1.The _______ comprises the whole pack of benefits the firm promises to deliver.

• a) Value proposition

• b) Value creation

• c) Value delivery

• d) None of the above

2.The link between the customer loyalty and customer satisfaction is _____

• a) Proportionalb) Non-proportionalc) Unaffectedd) None of the above

• b) Non-proportional

• c) Unaffected

• d) None of the above

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

• a)Quality

• b) Satisfaction

• c) Value

• d)Loyalty

4.What do companies call a set of benefits that they promise to consumers to satisfy their needs?

• A) market offering

• B) value proposition

• C) demand satisfaction

• D) need proposition

5.Which customer question is answered by a company's value proposition?

• A)"Why should I buy your brand rather than a competitor's?"

• B) "How does your brand benefit me and society?"

  experience

• C) "What are the costs and benefits of your brand?"

• D)What kind of experience will I have with products and services associated with this brand?

6.Mala enjoys her work at Futuristic Designs, Inc. Her organization understands and

anticipates customer needs even better than customers themselves do and creates products and

services to meet current and future wants and demands. Mala's firm practices ________

marketing

• A) customer-driven

• B) customer-driving

• C) relationship

• D) donor

7.When customers don't know what they want or don't even know what's possible, the most

effective strategy is ________ marketing.

• A) customer-driven

• B) customer-driving

• C) societal

• D) production

8.Building, keeping, and growing profitable relationships by delivering customer value and

satisfaction is called ________.

• A) customer lifetime value

• B) customer perceived value

• C) customer relationship management

• D) database marketing

9.Customer-perceived value is determined by a customer's ________ of the benefits and costs

of a market offering relative to those of competing offers

• A) personal assessment

• B) rational expectations

• C) accurate assessment

• D) objective evaluation

10.t is most accurate to say that customers buy from stores and firms that offer which of the

following?

• A) the highest value for the Rupee

• B) the highest customer-perceived value

• C) the highest level of customer satisfaction

• D) the most attractive company image