Please select all the right choices from the options under each question

The type of value, identified by Sheth, Newman and Gross, which is generated by a sense of fun or novelty, is

Social Value

Emotional Value

Functional Value

Conditional Value

Epistemic Value

The type of value, identified by Sheth, Newman and Gross, which is derived from a particular context or social-cultural setting, is

Social Value

Emotional Value

Functional Value

Conditional Value

Epistemic Value

The three components of perceived cost are:

Operating cost, purchase cost and maintenance cost

Fixed cost, variable cost, and overhead cost

Monetary cost, time cost, and psychic cost

Purchase cost, variable cost, and time cost

Operating cost, time cost, and fixed cost

The dimensions along which a market may be segmented are

Price, income and customer

Geographic, demographic and psychographic

Demographic, price and industry

Geographic, industry and price

Income, price and industry

The concept that one could identify which customers might be most profitable is known as

Voice of the Customer

Quality Function Deployment

Customer Lifetime Value

Net Present Value

None of the above

In the "House of Quality" the section that illustrates the means by which the company seeks to meet customer needs (the Hows)is known as

Customer Requirements

Engineering Characteristics

Relationship Matrix

The "Roof" of the house

The "Basement"

In the "House of Quality" the section that illustrates the correlation between engineering characteristicsis known as

Customer Requirements

Competitive Assessment Matrix

Relationship Matrix

The "Roof" of the house

The "Basement"

Loyalty programs are used by what percentage of U.S. households?

Less than 15%

Slightly more than 25%

Slightly more than 40%

Slightly more than 65%

Slightly more than 80%

Which of the following isnota reason for the failure of having creativity in organizations?

Failure to askwhytype of questions

Failure to wish for more

Failure to hire only creative people

Failure to record ideas

Failure to express ideas

Small businesses that focus on niche markets can gain sales if they can

Find out of the way locations

Find unique/odd spokespersons

Identify new social and consumer trends

Refuse sales to the broad number of customers

Sell overseas

It has been estimated that Word-of-mouth advertising is the primary factor in what percentage of all purchasing decisions

0% to 10%

10 to 20%

20% to 50%

40% to 80%

60% to 100%

The former Federal Trade Commission estimated that satisfied customers tell how many other customers about their satisfactory experience

2

4

5

7

10

The estimated cost of gaining a new customer over retaining a current customer has the following multiple:

3

5

7

10

20

The type of value, identified by Sheth, Newman and Gross, which relates to the product or services ability to perform its utilitarian function, is

Social Value

Emotional Value

Functional Value

Conditional Value

Epistemic Value

The type of value, identified by Sheth, Newman and Gross that involves a sense of relationship with other groups through the use of images and symbols is

Social Value

Emotional Value

Functional Value

Conditional Value

Epistemic Value

In the "House of Quality" the section that what the customer desires (the Whats)is known as

Customer Requirements

Engineering Characteristics

Relationship Matrix

The "Roof" of the house

The "Basement"

The estimated cost of regaining a dissatisfied customer over retaining a current customer has the following multiple:

3

5

7

10

20

What element is least likely to be considered part of the reason for making customer value the focus of the business' existence?

Identifying unmet customer needs

Generating a profit

Understanding the value proposition desired by customers

Understanding how your business' value proposition is different than competitors

None of the above

In the "House of Quality" the section that used for assessing engineering characteristicsis known as

Customer Requirements

Competitive Assessment Matrix

Relationship Matrix

The "Roof" of the house

The "Basement"

In the "House of Quality" the section that evaluates the position of the company with respect to its competitorsis known as

Customer Requirements

Engineering Characteristics

Relationship Matrix

The "Roof" of the house

Competitive Assessment Matrix