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MM - Quiz-2

MM - Quiz-2

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Published by shivakumar N

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Published by: shivakumar N on Jul 03, 2009
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05/11/2014

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QUIZ # 2 DIVISION _____ R. NO._______________ 1.Businesses succeed by g_________, k__________, and g__________customers.2.Customer perceived value
 
is the difference between the prospective customer’sevaluation of all b____________ and all c____________ of an offering and the p______________ alternatives.3.CPV = ______________________ MINUS____________________________.4.To maximize CPV, ______ economic, functional or emotional ________ and/or  ________ one or more of the various types of ________.5.Customer Loyalty
 
is defined as a deeply held commitment to _______________ a preferred product or service in the future d_________situational influences andmarketing efforts having the potential to cause s_________ b_________.6.Customer Satisfaction
 
is a person’s feelings of ___________or ____________thatresult from comparing a product’s p_________ p______________(or outcome) totheir e_____________.7.A highly satisfied customer generally stays _______longer, buys _________as thecompany introduces new products and upgrades existing products, talks ________ to others about the company and its products, pays ______ ________ tocompeting brands and is less _________to price, __________product or serviceideas to the company, and costs _________ to serve than new customers becausetransactions can become r___________.8.Out of those whose complaints are thus resolved, _____out of________will havea good word to speak about the company and about the good treatment theyreceived. But a dissatisfied and annoyed customer will speak to ________others.9.Higher levels of quality result in higher levels of c________ s____________,which support higher _______and often lower _______, resulting in higher _____ for the company.10.Customer lifetime value describes the net ________value of the stream of ______  _______expected over the customer’s ________ __________.11
 
11.Pareto Principle states that for many events, roughly ______of the effects comefrom _____of the causes.12.The company could improve the p____________ considerably by ignoring theworst ______customers. It is not always that the company’s largest customersyield the most p______.13.Consumer Behavior is the
 
study of how individuals, groups and organizations _________, _______, ______, and ___________ goods, services, __________ or  ______________ 
 
to satisfy their needs and wants.14.An opinion leader 
 
is the person who offers informal _________or ___________about a specific product or product category.15.Marketing and environmental s______ enter the consumer’s c____________, anda set of p__________ p_________ combine with certain c_______ c__________ to result in d______ p________ and p______ d________.16.Four Psychological Processes __________, _________, ___________, and _____________influence consumer responses.17.Perception
 
is the process by which we s_________, o____________, andi________ information inputs to create a meaningful picture of the world.18.Five stages of buying decision process are _________________, _____________, _________________, ________________and ___________________________.19.Three methods to measure consumer satisfaction are (1) ___________________ (2) ___________________________(3) __________________ 20.CRM is the process of carefully __________ __________ ______________ aboutindividual consumers and all customer “_____________” to maximize _________ __________.22
 
MARKETING MANAGEMENT – QUIZ # 221.Businesses succeed by getting, keeping and growing customers.22.Customer perceived value
 
is the difference between the prospective customer’sevaluation of all benefits and all the costs of an offering and the perceivedalternatives.23.CPV = what customer gets (benefits) – what he gives (costs)24.To maximize CPV, raise economic, functional or emotional benefits and/or reduce one or more of the various types of costs.25.Customer Loyalty
 
is defined as a deeply held commitment to rebuy or repatronisea preferred product or service in the future despite situational influences andmarketing efforts having the potential to cause switching behaviour.26.Customer Satisfaction
 
is a person’s feelings of pleasure or disappointment thatresult from comparing a product’s perceived performance (or outcome) to their expectations.27.A highly satisfied customer generally stays loyal longer, buys more as thecompany introduces new products and upgrades existing products, talks favorablyto others about the company and its products, pays less attention to competing brands and is less sensitive to price, offers product or service ideas to thecompany, and costs less to serve than new customers because transactions can become routine.28.Out of those whose complaints are thus resolved, one out of two will have a goodword to speak about the company and about the good treatment they received. Buta dissatisfied and annoyed customer will speak to eleven others.33

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