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This activity contains 10 questions.
In calculating Total Customer Value, which of the following is NOT part of the value a buyer receives from a marketing offer?
The difference between total customer value and total customer cost is __________.
Customer delivered value
Customer satisfaction is ______________.
The difference between total customer value and total customer cost.
The difference between product performance and consumers' product perceptions.
The extent to which a product's perceived performance matches the buyer's expectations.
None of the above.
Which of the following is a tool used for tracking and measuring customer satisfaction?
Complaint and suggestion systems
Lost customer analysis
All of the above
A partnership relationship with a customer means __________.
The organisation contacts the customer after a sale to find out if the expectations from the product have been met.
The organisation works continuously with its customers to discover ways to deliver better value.
The organisation keeps in touch with the customer from time to time to inform them of product updates, or to sell new products.
The organisation encourages customers to call whenever they have questions or problems with the product they have bought.
Club marketing programs are an example of using ___________ benefits to build customer value.
Trust and commitment determine the future purchase intentions of ___________________.
highly relational buyers
Which if the following customer-value-building approaches is NOT an effective long-run marketing tool?
They are all effective tools in the long run
TQM is ______________________.
Total Quality Management
Total Quality Marketing
Total Quantity Marketing
Total Quantity Management
Which of the following is not a way in which marketers help companies define and deliver high quality goods?
Identifying customer's needs and requirements
Staying in touch with customers after a sale is made to ensure that customers remain satisfied.
Gathering and conveying customer ideas for products and services improvements to different departments of the organisation.
Producing goods that will meet customer expectations
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