Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 2

Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 2

Customer Satisfaction

1. The seller who is at CPV disadvantage should

a) Enhance total customer benefit
b) Decrease total customer cost
c) Either a or b
d) None of the above

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2. 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

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3. Volvo’s core positioning has been

a) Safety
b) Good service
c) Value delivery
d) None of the above

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4. The_________ includes all the experiences the customers get while buying and using the offering.

a) Value exploration system
b) Value delivery system
c) Value creation system
d) None of the above

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5. _______is a person’s feelings of disappointment or pleasure that result from evaluating a product’s perceived performance to their expectations.

a) Customer loyalty
b) Customer satisfaction
c) Customer value
d) None of the above

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

a) Proportional
b) Non-proportional
c) Unaffected
d) None of the above

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7. Companies can know about customer loyalty by _______ the number of customer satisfaction questions.

a) Increasing
b) Decreasing
c) Both a & b
d) None of the above

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8. ________ 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

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9. John E. Welch stated _____ is our best assurance of customer allegiance, our strongest defense against foreign competition and the only path to sustained growth and earnings.

a) Satisfaction
b) Quality
c) Value
d) None of the above

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10. ________ is Japan's national quality award for industry.

a) The Deming Prize
b) The Malcolm Baldrige National Quality Award
c) The European Quality Award
d) None of the above

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