Question<\/p>\n
Question 1<\/p>\n
What are the essential and effective components of customer empowerment?<\/p>\n
1) A customer relationship management program that ensures needs of MVC’s are being met better than other customers<\/p>\n
2) Encouraging customers to complain about products to online customer communities and the company<\/p>\n
3) Referring customers to competitors in order to price compare<\/p>\n
4) Enabling customers to participate in the design of current and future products and provide feedback<\/p>\n
View Feedback<\/p>\n
Question 2<\/p>\n
What is the purpose of influencer marketing?<\/p>\n
1) Posting signs in a store to influence purchase decisions at the point of sale<\/p>\n
2) Key corporate officers infuencing the daily management of frontline employees<\/p>\n
3) Targeting people known to influence others who may be potential customers<\/p>\n
4) Using influencial celebrities for disinformation campaigns against competitors<\/p>\n
View Feedback<\/p>\n
Question 3<\/p>\n
When does a consumer become a customer?<\/p>\n
1) When a consumer buys a product or service for the first time<\/p>\n
2) When the consumer wishes he could buy the product<\/p>\n
3) While a person stands in line to buy a product<\/p>\n
4) When the consumer acknowledges a need for a product or service that he wants to fill<\/p>\n
View Feedback<\/p>\n
Question 4<\/p>\n
What might be a most favorable outcome of viral marketing?<\/p>\n
1) A company’s message is spread widely through a community by word of mouth.<\/p>\n
2) Customers post negative assessments on product review websites.<\/p>\n
3) Computer antivirus programs are upgraded.<\/p>\n
4) Public health numbers of contagious diseases declines as a result of public health awareness campaigns.<\/p>\n
View Feedback<\/p>\n
Question 5<\/p>\n
Which of the following is NOT a type of online social media?<\/p>\n
1) Social networking sites<\/p>\n
2) Wikis<\/p>\n
3) A downloadable corporate brochure<\/p>\n
4) Blogs that enable content contributors<\/p>\n
View Feedback<\/p>\n
Question 6<\/p>\n
Which type of customer loyalty would marketers prefer?<\/p>\n
1) Complete loyalty<\/p>\n
2) Attitudinal loyalty<\/p>\n
3) Marketers don’t care if a customer is loyal<\/p>\n
4) Behavioral loyalty<\/p>\n
View Feedback<\/p>\n
Question 7<\/p>\n
What is one strategy for generating attitudinal loyalty?<\/p>\n
1) By engaging in cause-related marketing activities important to the customer communities<\/p>\n
2) By developing a memorable logo that conveys the attitude of the product or service<\/p>\n
3) By using celebrity endorsers who are influencial in changing customers’ attitudes towards a product or service<\/p>\n
4) By proving to customers that the company can be trusted<\/p>\n
View Feedback<\/p>\n
Question 8<\/p>\n
Annie loves to travel on Delta because the frequent flier program allows her to fly more often. Which positive affect of a loyalty program does this describe?<\/p>\n
1) Spreader effect<\/p>\n
2) Accelerator effect<\/p>\n
3) Positive effect<\/p>\n
4) Blocker effect<\/p>\n
View Feedback<\/p>\n
Question 9<\/p>\n
Doug is anxious to reach the 1 million point level in his Marriott rewards program so he can take his wife on an around the world vacation. He stays out of town on business trips as often a possible to try to increase the number of nights that count towards the 1 million. Doug is exhibiting which of the positive effects of the Marriott loyalty program?<\/p>\n
1) Longevity effect<\/p>\n
2) Blocker effect<\/p>\n
3) Spreader effect<\/p>\n
4) Accelerator effect<\/p>\n
View Feedback<\/p>\n
Question 10<\/p>\n
Customer satisfaction means:<\/p>\n
1) The customer is delighted with the product or service<\/p>\n
2) The customer tells all his friends how happy she is with her purchase.<\/p>\n
3) The product or service is exactly what the customer expected.<\/p>\n
4) The customer gives the company all ‘fully satisfied’ marks on a customer satisfaction survey.<\/p>\n
View Feedback<\/p>\n
Question 11<\/p>\n
The best way a company can ensure customer satisfaction is to:<\/p>\n
1) send the customer a customer satisfaction survey after prompting them on the ‘right answers’.<\/p>\n
2) give the customer more than they are expecting.<\/p>\n
3) There is nothing a company can do to improve customer satisfaction because products and services can’t be perfect for everyone.<\/p>\n
4) establish appropriate expectations in the minds of the customers and deliver those expectations.<\/p>\n
View Feedback<\/p>\n
Question 12<\/p>\n
Why is it important to measure customer satisfaction?<\/p>\n
1) Because customers who are unsatisfied want to vent their frustration to the company in a formal manner<\/p>\n
2) Because customer satisfaction is tied to employee compensation<\/p>\n
3) To uncover problems the company was not aware of and constantly improve its products and services<\/p>\n
4) To identify complaining customers before they experience cognitive dissonance<\/p>\n
View Feedback<\/p>\n
Question 13<\/p>\n
Should a company satisfy all its customers?<\/p>\n
1) No. There are too many consumer variables not in the marketer’s direct control that impacts the customer’s perception of satisfaction.<\/p>\n
2) Yes. A company that knows exactly what customers want should be able to deliver it.<\/p>\n
3) Yes. That is the standard the company should establish for themselves.<\/p>\n
4) No. Some people just can’t be satisfied no matter what the company does.<\/p>\n
View Feedback<\/p>\n
Question 14<\/p>\n
Can consumers trust the product or service reviews they read online?<\/p>\n
1) Yes. These reviews are written by customers just like us.<\/p>\n
2) No. Only satisfied customers write reviews and the reviews are biased too favorably towards the productd.<\/p>\n
3) No. The principle of caveat emptor applies to the online environment.<\/p>\n
4) Yes. There are safeguards in place to eliminate negative or untrustworthy reviews.<\/p>\n
View Feedback<\/p>\n
Question 15<\/p>\n
Permission marketing means:<\/p>\n
1) A company asks the customer’s permission to send them messages.<\/p>\n
2) The company gives its permission for its marketers to send emails and other messages to potential customers.<\/p>\n
3) The customer asks the company to send him messages.<\/p>\n
4) The federal government grants permission for companies to send messages to customers.<\/p>\n
View Feedback<\/p>\n","protected":false},"excerpt":{"rendered":"
Question Question 1 What are the essential and effective components of customer empowerment? 1) A customer relationship management program that ensures needs of MVC’s are being met better than other customers 2) Encouraging customers to complain about products to online Read More …<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-28955","post","type-post","status-publish","format-standard","hentry"],"_links":{"self":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts\/28955","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/comments?post=28955"}],"version-history":[{"count":0,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/posts\/28955\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/media?parent=28955"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/categories?post=28955"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.benedictsol.com\/blogs\/wp-json\/wp\/v2\/tags?post=28955"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}