MKT 571 Final Exam 4
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MKT 571 FINAL EXAM
1. About a year ago, Echo began renting her movies from Netflix. She perceived Netflix to be a better source because of the enhanced selection, the responsivecustomer service emails she has received in answer to her online queries, better pricing, and less effort compared to renting from the store in her town. Netflix has offered Echo better ___________than the local competition.
A. Total customer cost
B. Customer perceived value
C. Customer delivered value
D. Total customer value
E. Customer relationship management
2. Lowe’s home improvement stores strive to have nicer, more knowledgeable salespeople, a better product selection, and to maintain an impeccable image. These are all part of improving the offer via _____________.
A. Increasing the service value
B. Reducing the product’s monetary costs to the buyers
C. Reducing the buyer’s nonmonetary costs
D. Increasing total customer value
3. ____________has been defined as a deeply held commitment to re-buy or re-patronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior
A. Loyalty
B. Satisfaction
C. Value-Delivery
D. Deep-Satisfaction
E. Delight
4. The___________ includes all the experiences thecustomer will have on the way to obtaining and using the marketing offering.
A. Value proposition
B. Value-delivery system
C. Psychic cost
D. Rational buying process
E. Customer proclivity to purchase
5. Buyers of Harley-Davidson motorcycles are promised more than just a vehicle they also are assured that the motorcycles will work well, and maintain good re-sale value. Additionally, the Harley-Davidson brand represents “freedom” to many customers and potential customers. This latter idea is related to Harley’s _______?
A. Warranty
B. Brand promise
C. Core positioning
D. Guarantee of complete satisfaction
E. Value proposition
6. Which of the following is true?
A.
MKT 571 FINAL EXAM
1. About a year ago, Echo began renting her movies from Netflix. She perceived Netflix to be a better source because of the enhanced selection, the responsivecustomer service emails she has received in answer to her online queries, better pricing, and less effort compared to renting from the store in her town. Netflix has offered Echo better ___________than the local competition.
A. Total customer cost
B. Customer perceived value
C. Customer delivered value
D. Total customer value
E. Customer relationship management
2. Lowe’s home improvement stores strive to have nicer, more knowledgeable salespeople, a better product selection, and to maintain an impeccable image. These are all part of improving the offer via _____________.
A. Increasing the service value
B. Reducing the product’s monetary costs to the buyers
C. Reducing the buyer’s nonmonetary costs
D. Increasing total customer value
3. ____________has been defined as a deeply held commitment to re-buy or re-patronize a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior
A. Loyalty
B. Satisfaction
C. Value-Delivery
D. Deep-Satisfaction
E. Delight
4. The___________ includes all the experiences thecustomer will have on the way to obtaining and using the marketing offering.
A. Value proposition
B. Value-delivery system
C. Psychic cost
D. Rational buying process
E. Customer proclivity to purchase
5. Buyers of Harley-Davidson motorcycles are promised more than just a vehicle they also are assured that the motorcycles will work well, and maintain good re-sale value. Additionally, the Harley-Davidson brand represents “freedom” to many customers and potential customers. This latter idea is related to Harley’s _______?
A. Warranty
B. Brand promise
C. Core positioning
D. Guarantee of complete satisfaction
E. Value proposition
6. Which of the following is true?
A.