PAJO NATIONAL HIGH SCHOOL

SANGI ROAD, PAJO, LAPU-LAPU CITY

FIRST QUARTER’S LAST ASSESSMENT

Name: ________________________Grade Level & Section: ___________ Date: _________ Score: _____

I. MULTIPLE CHOICE

Direction: Write the letter of the correct answer on your answer sheet. If the answer is not found in the
choices, write letter E. NO ERASURES AND ALTERATIONS ALLOWED.

1. Which of the following of the customer service improvement cycles that helps to define what a customer
can expect from a service and how it should be delivered by the service provider?
A. Describe and understand the customer’s need
B. Identify specific barriers and room for improvement
C. Prepare and test service standards
D. Monitor and improve

2 . Which of the following are the customer service improvement cycle?

A. Describe and understand the customer’s need
B. Identify specific barriers and room for improvement
C. Prepare and test service standards
D. All of the Above

3. What is the final stage in the purchase decision process?

A. purchase C. word of mouth
B. post-purchase evaluation D. pre-purchase evaluation

4. Which strategy involves the improvement of current products or services or the development of new
products with the purpose of increasing sales?
A. Market Penetration C. product development
B. Market Development D. related diversification

5. Which of the following can be achieved through low cost supply contracts, overhead expense control,
economies of scale, and comprehensive cost-cutting efforts, among others?
A. Cost leadership B. Focused C. Differentiation D. objective setting

6. Which of these strategies has the objective to increase market share of current products or services in
current markets through greater and more intensive marketing efforts?
A. Market Penetration C. product development
B. Market Development D. related diversification

7. Which of the following environments involves factors such as inflation rate, foreign exchange rates,
consumer spending shifts, and consumer price index?
A. Politico-legal Macro-environment C. Socio-cultural Macro-environment
B. Economic Macro-Environment D. Demographic Macro-environment

8. Which of the following environments includes population rate, gender, age, income composition patterns,
civil status and family size.?
 A. Politico-legal Macro-environment C. Socio-cultural Macro-environment
B. Economic Macro-Environment D. Demographic Macro-environment

9. Which of the following environments includes both political and legal factors?
A. Politico-legal Macro-environment C. Socio-cultural Macro-environment
B. Economic Macro-Environment D. Demographic Macro-environment

10. Which of these terms refers to a guide where a company know on how they can improve the value of
their product and or service to their customers?
A. Customer Value C. Company Value Proposition
B. Customer Value-Drivers D. Customer Value Perception

II. MODIFIED TRUE OR FALSE

Direction: Determine whether the given statement is TRUE or FALSE. If the statement is true, write TRUE,
otherwise, restate or revise the statement to make it true.

__________11. Related diversification involves introducing new but related products or services.
__________12. Unrelated diversification involves introducing new but unrelated products or services.
__________13. Intermediation are channels that link the organization to its customers.
__________14. Backward integration includes having ownership or growing control over distributors or
retailers.
__________15. Market penetration aims to grow market share of current products or services in current
markets through greater and more intensive marketing efforts.
__________16. Liquidation involves trading all of a company’s assets, in parts or as a whole, for their tangible
worth.
__________17. A codified sales process and methodologies. This is the presence of a formal sales process
that aligns well with customers’ typical buying processes.
__________18. Customer value quantifies a product or service's worth and looks at it to its potential other
options.
__________19. All business organizations operate within a particular macro-environment.
__________20. The economic macro-environment represents economic factors that can directly affect an
organization.

To God be all the glory!!!