Building Customer Value, Satisfaction and Loyalty Multiple Choice Questions (MCQ) PDF Download

MCQ 1: The second step in 'customer value analysis' is

1. assessing quantitative importance
2. examining specific segment
3. monitoring customer value
4. identifying benefits

MCQ 2: The whole cluster of benefits when company promises to deliver through its market offering is called

1. value proposition
2. customer proposition
3. product proposition
4. brand proposition

MCQ 3: The third step in the customer's value analysis is

1. assessing the attributes importance
2. assessing the company's performance
3. monitoring competitor's performance
4. both B and C

MCQ 4: All the costs customer expects to incur to buy any market offering is called

1. total economic cost
2. total functional cost
3. total customer cost
4. total sampling cost

MCQ 5: A company's monetary, time and energy cost, all are included in

1. total customer cost
2. psychological cost
3. personal benefits
4. image benefits