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Multiple Choice



This activity contains 10 questions.

Question 1.
In calculating Total Customer Value, which of the following is NOT part of the value a buyer receives from a marketing offer?


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Question 2.
The difference between total customer value and total customer cost is __________.


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Question 3.
Customer satisfaction is ______________.


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Question 4.
Which of the following is a tool used for tracking and measuring customer satisfaction?


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Question 5.
A partnership relationship with a customer means __________.


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Question 6.
Club marketing programs are an example of using ___________ benefits to build customer value.


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Question 7.
Trust and commitment determine the future purchase intentions of ___________________.


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Question 8.
Which if the following customer-value-building approaches is NOT an effective long-run marketing tool?


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Question 9.
TQM is ______________________.


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Question 10.
Which of the following is not a way in which marketers help companies define and deliver high quality goods?


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