MKT 3401 Module 3 Questions with Correct Answers (Grade A+)
Question 1: moodle essays
Answer: moodle essays
Question 2: Regardless of the _________________ with the customer or the employees' perception of
the importance of the customer, delivering good customer service must be ongoing by everyone in a
company.
Answer: point of contact
Question 3: Formula for creating customer value: customer value = _________ - __________ This will
have a dynamic impact on the way consumers think about the products they are buying.
Answer: benefits, cost
Question 4: Are the benefits a company is offering to the customer greater than the cost of the service?
Answer: Whatever the benefits a company can provide, if they can articulate, sell, or promote their message
to the customer, then it makes the benefit greater than the cost.
Question 5: this is an example of? In the world of sports for example, why would a fan pay thousands of
dollars to attend a popular sporting event? If the fan believes that this event is a rare moment to have
the perfect seats to watch a highly publicized event that is difficult to attend because of the high
demand, then it is thrilling and memorable, then those benefits would justify the price. The fan or
customer will feel as though value has been created.
Answer: benefits that help justify customer spending benefits must be properly packaged which will help
customers justify why they would pay a certain price for a particular product.
Question 6: Other types of benefits could vary from superb customer service, to speed, to quality, to
convenience, to contributing to ______________________. it is also important that companies recognize
that providing _______ or making sure customers can stay connected when they are shopping in stores
is also a valuable and important benefit.
Answer: corporate responsibility Wi-Fi
Question 7: what do companies do to be able to show the citizens, the consumers, that they really do
care about the environment, and care about people, and they care about making the world just a little
better place, and taking care of our world.
Answer: corporate social responsibility
Page 1
, Question 8: the ______________ industry is an example of how companies recognize providing Wi-Fi is
important to customers. there is ongoing development for ways to help customers use their devices
more easily throughout the entire flight.
Answer: airline
Question 9: At the core of daily marketing activities is the ability to deliver exceptional service to all
customers, either in person or __________.
Answer: on-line
Question 10: Failure to deliver good customer service will lead to: (3)
Answer: negative word of mouth the potential loss of valuable customers can also cause damage to a
company's brand.
Question 11: This is an example of when? The USPS is responsible for delivering billions of letters a
year. They do it very efficiently and for less than 60 cents per letter. Occasionally a letter might not be
delivered, but overall, their success rate is exceptionally high. However, the public's perception of the
US Postal Service is not as positive as it should be and this is in part due to the public's perception of
the level of customer service given. Even though the value of having a letter deliver cross country in a
few days for less than 1 dollar
Answer: the sometimes poor customer service overshadows the true service the company provides.
Question 12: Research in the area of customer service reveals how critical it is for companies to
discover and listen to the ______________________ of customers.
Answer: concerns or complaints
Question 13: _______ of customers who have a bad experience will tell at least _____ person. Only
______ of customers who have a bad experience will tell the service provider which means companies
may think they are delivering good service when in fact customers might be spreading negative word of
mouth or making harmful posts on social media.
Answer: 77% 1 7%
Question 14: Only 7% of customers who have a bad experience will tell the service provider which
means:
Answer: companies may think they are delivering good service when in fact customers might be spreading
negative word of mouth or making harmful posts on social media.
Page 2
Question 1: moodle essays
Answer: moodle essays
Question 2: Regardless of the _________________ with the customer or the employees' perception of
the importance of the customer, delivering good customer service must be ongoing by everyone in a
company.
Answer: point of contact
Question 3: Formula for creating customer value: customer value = _________ - __________ This will
have a dynamic impact on the way consumers think about the products they are buying.
Answer: benefits, cost
Question 4: Are the benefits a company is offering to the customer greater than the cost of the service?
Answer: Whatever the benefits a company can provide, if they can articulate, sell, or promote their message
to the customer, then it makes the benefit greater than the cost.
Question 5: this is an example of? In the world of sports for example, why would a fan pay thousands of
dollars to attend a popular sporting event? If the fan believes that this event is a rare moment to have
the perfect seats to watch a highly publicized event that is difficult to attend because of the high
demand, then it is thrilling and memorable, then those benefits would justify the price. The fan or
customer will feel as though value has been created.
Answer: benefits that help justify customer spending benefits must be properly packaged which will help
customers justify why they would pay a certain price for a particular product.
Question 6: Other types of benefits could vary from superb customer service, to speed, to quality, to
convenience, to contributing to ______________________. it is also important that companies recognize
that providing _______ or making sure customers can stay connected when they are shopping in stores
is also a valuable and important benefit.
Answer: corporate responsibility Wi-Fi
Question 7: what do companies do to be able to show the citizens, the consumers, that they really do
care about the environment, and care about people, and they care about making the world just a little
better place, and taking care of our world.
Answer: corporate social responsibility
Page 1
, Question 8: the ______________ industry is an example of how companies recognize providing Wi-Fi is
important to customers. there is ongoing development for ways to help customers use their devices
more easily throughout the entire flight.
Answer: airline
Question 9: At the core of daily marketing activities is the ability to deliver exceptional service to all
customers, either in person or __________.
Answer: on-line
Question 10: Failure to deliver good customer service will lead to: (3)
Answer: negative word of mouth the potential loss of valuable customers can also cause damage to a
company's brand.
Question 11: This is an example of when? The USPS is responsible for delivering billions of letters a
year. They do it very efficiently and for less than 60 cents per letter. Occasionally a letter might not be
delivered, but overall, their success rate is exceptionally high. However, the public's perception of the
US Postal Service is not as positive as it should be and this is in part due to the public's perception of
the level of customer service given. Even though the value of having a letter deliver cross country in a
few days for less than 1 dollar
Answer: the sometimes poor customer service overshadows the true service the company provides.
Question 12: Research in the area of customer service reveals how critical it is for companies to
discover and listen to the ______________________ of customers.
Answer: concerns or complaints
Question 13: _______ of customers who have a bad experience will tell at least _____ person. Only
______ of customers who have a bad experience will tell the service provider which means companies
may think they are delivering good service when in fact customers might be spreading negative word of
mouth or making harmful posts on social media.
Answer: 77% 1 7%
Question 14: Only 7% of customers who have a bad experience will tell the service provider which
means:
Answer: companies may think they are delivering good service when in fact customers might be spreading
negative word of mouth or making harmful posts on social media.
Page 2
