MBA 650 - Chapters 1, 2, 3 & 4 ACTUAL UPDATED QUESTIONS AND CORRECT
ANSWERS
Customer churn is how rapidly a store can move False
customers through its checkout facility or process.
Which of the following is a way for companies to increase increase total customer benefit by improving economic and functional benefits
customer-perceived value?
A customer touch point for Abacus Airlines would be an the reservations desk
item such as ___ _.
A company should try to retain a customer only as long True
as the cost to discourage defection is lower than the lost
profit.
Which of the following is a policy a store can adopt to Though 2Wheels previously offered free delivery, it now charges for deliveries
make low-profit customers more profitable? made outside the city.
Quality is the totality of features and characteristics of a True
product or service that bear on its ability to satisfy stated
or implied needs.
Loyalty is a person's feelings of pleasure or False
disappointment that result from comparing a product's
perceived performance to expectations.
Some customers inevitably become inactive or drop out. win-back
The challenge for marketers is to reactivate them through
_____ strategies.
The marketing funnel identifies the profitability of False
consumers at each stage in the decision process.
A customer _____ is any occasion on which a customer touch point
encounters the brand and product from actual
experience to personal or mass communications to
casual observation.
, Amy and Jack were loyal customers of GreenFoods, a nonrejecter
local grocery store. However, after a couple of incidents
where they had to return products that were stale and
out of date, the couple decided to try out VeggiesNmore,
a chain store that recently opened in town. Both Amy and
Jack must move through each stage in the marketing
funnel before becoming loyal customers.Jack has
shopped at VeggiesNmore. He was happy with the
experience and thought that this could be an alternative
to GreenFoods. However, he is also eager to try out other
stores in the neighborhood. He is in the ____ stage of
the marketing funnel as far as shopping at VeggiesNmore
is concerned.
A company should try to retain a customer only as long True
as the cost to discourage defection is lower than the lost
profit.
Club membership programs that are open to everyone are useful for building a database of customers but are not very good as long-
who purchases a product or service _ _. term loyalty builders
_____ is the perceived monetary value of the bundle of Total customer benefit
economic, functional, and psychological benefits
customers expect from a given market offering.
Consumers' expectations result exclusively from past False
buying experiences.
A customer's profitability is judged on the basis of the True
lifetime stream of revenue and cost, not the profit from a
particular transaction.
BMW is _____ the customer experience when it offers personalizing
500 side-mirror combinations, 1,300 front bumper
combinations, and 9,000 center-console combinations
and provides new buyers a video link to watch their car
being "born" while waiting for delivery.
Unprofitable customers who defect to a competitor True
should be encouraged to do so.
Customer-perceived value is the perceived monetary False
value of all the purchases a customer makes on an annual
basis.
The value delivery system includes all the experiences True
the customer will have on the way to obtaining and using
the offering.
ANSWERS
Customer churn is how rapidly a store can move False
customers through its checkout facility or process.
Which of the following is a way for companies to increase increase total customer benefit by improving economic and functional benefits
customer-perceived value?
A customer touch point for Abacus Airlines would be an the reservations desk
item such as ___ _.
A company should try to retain a customer only as long True
as the cost to discourage defection is lower than the lost
profit.
Which of the following is a policy a store can adopt to Though 2Wheels previously offered free delivery, it now charges for deliveries
make low-profit customers more profitable? made outside the city.
Quality is the totality of features and characteristics of a True
product or service that bear on its ability to satisfy stated
or implied needs.
Loyalty is a person's feelings of pleasure or False
disappointment that result from comparing a product's
perceived performance to expectations.
Some customers inevitably become inactive or drop out. win-back
The challenge for marketers is to reactivate them through
_____ strategies.
The marketing funnel identifies the profitability of False
consumers at each stage in the decision process.
A customer _____ is any occasion on which a customer touch point
encounters the brand and product from actual
experience to personal or mass communications to
casual observation.
, Amy and Jack were loyal customers of GreenFoods, a nonrejecter
local grocery store. However, after a couple of incidents
where they had to return products that were stale and
out of date, the couple decided to try out VeggiesNmore,
a chain store that recently opened in town. Both Amy and
Jack must move through each stage in the marketing
funnel before becoming loyal customers.Jack has
shopped at VeggiesNmore. He was happy with the
experience and thought that this could be an alternative
to GreenFoods. However, he is also eager to try out other
stores in the neighborhood. He is in the ____ stage of
the marketing funnel as far as shopping at VeggiesNmore
is concerned.
A company should try to retain a customer only as long True
as the cost to discourage defection is lower than the lost
profit.
Club membership programs that are open to everyone are useful for building a database of customers but are not very good as long-
who purchases a product or service _ _. term loyalty builders
_____ is the perceived monetary value of the bundle of Total customer benefit
economic, functional, and psychological benefits
customers expect from a given market offering.
Consumers' expectations result exclusively from past False
buying experiences.
A customer's profitability is judged on the basis of the True
lifetime stream of revenue and cost, not the profit from a
particular transaction.
BMW is _____ the customer experience when it offers personalizing
500 side-mirror combinations, 1,300 front bumper
combinations, and 9,000 center-console combinations
and provides new buyers a video link to watch their car
being "born" while waiting for delivery.
Unprofitable customers who defect to a competitor True
should be encouraged to do so.
Customer-perceived value is the perceived monetary False
value of all the purchases a customer makes on an annual
basis.
The value delivery system includes all the experiences True
the customer will have on the way to obtaining and using
the offering.
