WorksheetsCustomer Value Analysis Quiz
Total questions: 15
Worksheet time: 15mins
Which of the following is true for the modern company organization chart?
Frontline employees are less important than top management.
Customers are at the top of the pyramid.
Top management is at the top of the pyramid.
Customers are less important than middle management.
Frontline employees are at the top of the pyramid.
In a modern customer-oriented organization chart, the ________ of an organization immediately follow the customer segment.
top management
marketing department
middle management
frontline people
lower management
________ is the perceived monetary value of the bundle of economic, functional, and psychological benefits customers expect from a given market offering.
Total customer cost
Total customer benefit
Total benefits of ownership
Value proposition
Value delivery system
Which of the following is the first step in customer value analysis?
Examine how customers in a specific segment rate the company's performance.
Assess the company's and competitors' performances on the different customer values against their rated importance.
Identify the major attributes and benefits that customers value.
Monitor customer values over time.
Assess the quantitative importance of the different attributes and benefits.
The final step of customer value analysis is to ________.
identify the major attributes and benefits that customers value
assess the company's and competitors' performances on the different customer values against their rated importance
examine how customers in a specific segment rate the company's performance
monitor customer values over time
assess the quantitative importance of the different attributes and benefits
________ can be defined as a deeply held commitment to rebuy or repatronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior.
Value proposition
Loyalty
Satisfaction
Customer
Customer value
Sammy's is a fast food chain that offers burgers, sandwiches, and shakes. It focuses its marketing efforts on all the experiences the customers will have on the way to obtaining their food order and eating it. Hence, Sammy's is focusing its marketing efforts on its ________ system.
horizontal marketing
cost versus benefit
consumption
marketing channel
value delivery
Which of the following is true for customer satisfaction?
Satisfaction is a deeply held commitment to rebuy or repatronize a preferred product despite situational influences.
Greater customer satisfaction has also been linked to higher returns and lower risk in the stock market.
Only increased customer satisfaction can help a company increase its profits.
The ultimate goal of a customer-centered firm is to create high customer satisfaction.
Consumers often form more favorable perceptions of a product with a brand that is new.
Field Grocery wants to learn the strengths and weaknesses in customer service at all the Field Grocery stores. Which of the following methods can it use for this?
mystery shoppers
buyer brokers
group buyers
personal shoppers
buying agents
Justin conducts a survey on behalf of his firm, Komatsu. In the survey, he asks prospects to rate Caterpillar and Komatsu branded tractors on their performance on attributes that are important to the customer. In which step in the customer value analysis is Justin engaged?
A
B)
C)
D)
E)
Assess the quantitative importance of the different attributes and benefits.
Identify the major attributes and benefits customers value.
Assess the company's and competitors' performances on the different customer values against their rated importance.
Examine how customers in a specific segment rate the company's performance against a specific major competitor on an individual attribute or benefit basis.
Monitor customer values over time.
Sapphire Toys actually sells more than toys. It also sells branded clothing, music CDs, and books for children. This expansion of dealership sales offerings is an attempt to increase the value of the customer base by ________.
making low-profit customers more profitable
terminating low-profit customers
enhancing the growth potential of each customer through cross-selling
reducing the rate of customer defection
increasing the longevity of the customer relationship
The bundle of costs customers expect to incur in evaluating, obtaining, using, and disposing of a market offering is called the ________.
activity-based cost
customer profitability analysis
total customer cost
product life-cycle cost
direct product profitability
________ is the process of carefully managing detailed information about individual customers and all customer "touch points" to maximize loyalty.
Customer lifetime value
Customer relationship management
Customer profitability analysis
Customer satisfaction analysis
Customer-value delivery
Total customer satisfaction is measured based on the relationship of ________.
customer attitude and salesperson's attitude
perceived performance and expectation
expected value and total customer benefit
advertised outcomes and real outcomes
past experience and present experience
________ can track customer satisfaction directly, measure repurchase intention and also gauge a consumer's willingness to recommend the company and brand to others.
Customer focus statements
Customer loss rates
Mystery shoppers
Periodic surveys
Sales summary reports
