Customer Satisfaction

1. The seller who is at CPV disadvantage should

a) Enhance total customer benefit

b) Decrease total customer cost
c) Either a or b
d) None of the above
ANSWER: c) Either a or b

2. The _______ comprises the whole pack of benefits the firm promises to
deliver.

a) Value proposition
b) Value creation
c) Value delivery
d) None of the above
ANSWER: a) Value proposition

3. Volvo’s core positioning has been

a) Safety
b) Good service
c) Value delivery
d) None of the above
ANSWER: a) Safety

4. The_________ includes all the experiences the customers get while buying
and using the offering.

a) Value exploration system

b) Value delivery system
c) Value creation system
d) None of the above
Answer: b) Value delivery system

5. _______is a person’s feelings of disappointment or pleasure that result from

evaluating a product’s perceived performance to their expectations.

a) Customer loyalty
b) Customer satisfaction
c) Customer value
d) None of the above
ANSWER: b) Customer satisfaction
6. The link between the customer loyalty and customer satisfaction is _____

a) Proportional
b) Non-proportional
c) Unaffected
d) None of the above
ANSWER: b) Non-proportional

7. Companies can know about customer loyalty by _______ the number of

customer satisfaction questions.

a) Increasing
b) Decreasing
c) Both a & b
d) None of the above
ANSWER: b) Decreasing

8. ________ is the totality of characteristics and features of a service or

product that bear on its ability to satisfy implied or stated needs.

a) Quality
b) Satisfaction
c) Value
d) Loyalty
ANSWER: a) Quality

9. John E. Welch stated _____ is our best assurance of customer allegiance,

our strongest defense against foreign competition and the only path to
sustained growth and earnings.

a) Satisfaction
b) Quality
c) Value
d) None of the above
ANSWER: b) Quality

10. ________ is Japan's national quality award for industry.

a) The Deming Prize

b) The Malcolm Baldrige National Quality Award
c) The European Quality Award
d) None of the above
ANSWER: a) The Deming Prize