Customer-perceived value will increase.
D)
Customers will not show interest in any other company's products.
E)
Not all customers will be satisfied.
Page Ref: 31
AACSB:
Skill: Concept
Objective: 1-3
Difficulty: Moderate
80.
Which of the following statements reflects the marketing concept?
A)
undertaking a large-scale selling and promotion effort
B)
focusing on making continuous product improvements
C)
focusing on a product-centered make-and-sell philosophy
D)
considering customer focus and value as the paths to sales and profits
E)
emphasizing an inside-out perspective
Page Ref: 32
AACSB:
Skill: Concept
Objective: 1-3
Difficulty: Moderate
81.
In which of the following situations has a company most actively embraced customer-managed relationships?
A)
iRobot invites enthusiastic Roomba owners to develop and share their own uses for the company's robotic vacuum cleaner.
B)
Best Buy distinguishes between its best customers and its less profitable customers, stocking merchandise to appeal to each group.
C)
American Airlines awards frequent flyer points to returning customers.
D)
Paige Premium Denim jeans provide a superior quality and a perfect fit.
E)
Toyota develops a marketing presence on social networks and other online communities.
Page Ref: 39-40
AACSB: Analytic Skills
Skill: Application
Objective: 1-4
Difficulty: Hard
82.
Which of the following statements is true about creating customer loyalty and retention?
A)
Customer delight creates a rational preference and not an emotional relationship with the brand.
B)
The aim of customer relationship management is to focus solely on customer satisfaction.
C)
Losing a customer hardly makes a difference to a company's sales.
D)
Losing a customer means losing the entire stream of purchases that the customer would make over a lifetime of patronage.
E)
The aim of customer relationship management is to focus solely on customer delight.
Page Ref: 42
AACSB: