Marketing Final Exam

And needs and deliver superior value e all of these

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: er wants and needs and deliver superior value. e. All of these statements about a typical salesoriented business are true. ANS: C Sales-oriented firms focus on selling what the organization makes rather than making what the market wants. PTS: 1 REF: 7 Thinking KEY: CB&E Model Strategy OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Evaluation 59. _____ is defined as the relationship between benefits and the sacrifice necessary to obtain those benefits. a. Opportunity cost b. Marketing utility c. Market quality d. Satisfaction percentage e. Customer value ANS: E This is the definition of customer value. PTS: 1 REF: 7 OBJ: 01-3 TOP: AACSB Reflective Thinking KEY: CB&E Model Customer MSC: BLOOMS Knowledge 60. The U.S. Postal Service (USPS) argues that its express service is comparable to what is offered by FedEx and that its prices are much lower. Yet, FedEx dominates with more than a 45 percent share of the express-delivery market. Which of the following statements describes this situation? a. The USPS is perceived as offering greater customer value. b. FedEx is perceived as offering greater customer value. c. FedEx and the USPS offer the same customer value. d. Customer value is not an issue in deciding which express-delivery service to use. e. The USPS should lower its prices even further to increase market share. ANS: B Customer value is defined as the relationship between benefits and the sacrifice necessary to obtain those benefits. PTS: 1 REF: 7 Thinking KEY: CB&E Model Customer OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Application 61. Marketers interested in offering customer value can: a. offer products that perform b. give the consumer facts c. offer organization-wide commitment to service and after-the-sale support d. avoid unrealistic pricing e. do all of these ANS: E PTS: 1 TOP: AACSB Reflective Thinking MSC: BLOOMS Analysis REF: 8 OBJ: 01-3 KEY: CB&E Model Strategy 62. Chaz loves to play a Disney online pirate game in which he gets to create a pirate by choosing hair color, skin color, clothing, and physical features. Then he gets to choose from a variety of quests and can sail a ship, dig for treasure, fight skeleton pirates, or fight the British Navy. This game provides what element of value? a. Offering products that perform b. Earning of trust c. Avoiding unrealistic pricing d. Giving facts e. Co-creation ANS: E Co-creation allows customers to help create their own experience. PTS: 1 REF: 8 Thinking KEY: CB&E Model Customer OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Application 63. Which of the following is the customers’ evaluation of a good or service in terms of whether that good or service has met their needs and expectations? a. Value b. Perception c. Attitude d. Dissonance e. Satisfaction ANS: E This is the definition of customer satisfaction. PTS: 1 REF: 8 Thinking KEY: CB&E Model Customer OBJ: 01-3 TOP: AACSB Reflective MSC: BLOOMS Comprehension 64. When customer expectations regarding product quality, se...
View Full Document

This document was uploaded on 09/29/2013.

Ask a homework question - tutors are online