6. Which of the following aspects would be part of a customers enhanced need set? a. Timing or frequency b. Promotion and marketing communication c. Related products or services d. Help lines and product support

7. _____________ customization offers a standard, but customizable, product that is designed so that customers can alter it themselves. a. Adaptive b. Cosmetic c. Collaborative d. Transparent

8. What technique helps customization reduce a companys all-in costs? a. modularization b. speculative manufacturing c. make-to-forecast model d. personalization

9. Which of the following characterizes mass customization (vs. mass production)? a. economies of scale b. make to forecast c. speculative shipping costs d. demand chain management

10. The difference between what customers want and what theyre willing to settle for is: a. customer satisfaction b. customer sacrifice c. customer experience d. customer dissatisfaction