Question 1

At the _____ stage in the customer experience process,a product may be returned to the seller and cash may flow back to the customer.

Accepted Answer

The answer of At the _____ stage in the customer...

Question 2

Which of the following is an example of a threat to technology?

Accepted Answer

Imitation of a question bank released by a publisher on the internet is a threat to technology as it involves unauthorized copying and distribution, which can undermine intellectual property rights and revenue.

Question 3

Positron Pvt.Ltd. ,a telecommunications and broadband company,helped a consumer to install antivirus software in his PC by providing him step-by-step instructions through the instant messaging service available on the website of Positron.Which of the following was the broadband company engaged in?

Accepted Answer

The broadband company was engaged in customer service and support by providing step-by-step instructions to help the consumer install antivirus software in his PC.

Question 4

Which of the following stages in the customer experience process includes additional information that may flow in either direction or additional goods or services that may flow to the customer?

Accepted Answer

Customer support or service involves interactions between the customer and company after the transaction has occurred. This stage may involve additional information flowing in either direction and may result in additional goods or services flowing to the customer. The other stages listed do not necessarily involve additional information or goods/services flowing to the customer.

Question 5

Jeremy purchased a washing machine from H&L Ltd. ,an electronics manufacturer.The store installed the washing machine at Jeremy's place.He was also given instructions and directions to use the washing machine properly.In the consumer experience process this step would be referred to as _____.

Accepted Answer

The step where H&L Ltd. installs the washing machine, provides instructions and directions to Jeremy, and supports him in case of any issues is an example of customer support or service. This step is crucial in ensuring customer satisfaction and loyalty.

Question 6

A movie producer screened trailers of his upcoming movie on search engine results pages,banner ads,and blogs.Which of the following stages in the customer experience process was the movie producer engaging in?

Accepted Answer

The movie producer was engaging in product promotion and brand building, as they were promoting their upcoming movie through various channels like search engine results pages, banner ads, and blogs. This is a part of creating brand awareness and building anticipation for the product among potential customers. Customer insight refers to gathering data and insights about customers' needs and preferences, which is not directly related to promoting the product. Transaction refers to the actual purchase of the product, and product return or disposal refers to the post-purchase stage.

Question 7

Which of the following is the last stage in the customer experience process?

Accepted Answer

Product disposal is the final stage in the customer experience process. This involves the customer disposing of the product after they have used it or no longer have a need for it. This stage is important as it can impact the environment and may have regulatory requirements.

Question 8

Which of the following stages in the consumer experience process requires that information flow from customer to seller?

Accepted Answer

The stage that requires information flow from customer to seller is customer insight. This stage involves the collection of feedback and information about the customer's needs and expectations, which can then be used by the seller to improve the customer experience. The other stages listed do not require information flow from customer to seller.

Question 9

Glenbogle School of Music releases manuals on its official website which help interested individuals play musical instruments.These manuals are downloadable.This implies that Glenbogle School of Music is engaging in:

Accepted Answer

Glenbogle School of Music is delivering digital products in the form of downloadable manuals on their website. They are not conducting transactions, promoting or branding products, or dealing with product return or disposal.

Question 10

Vulture Pvt.Ltd. ,an insurance company,uses instant messaging to get information about the needs of consumers.The company also conducts regular polls regarding various schemes it offers,on its official website.By engaging in these practices,Vulture Pvt.Ltd.is involved in:

Accepted Answer

Vulture Pvt.Ltd. is using instant messaging and conducting polls to gather information about the needs and preferences of consumers. This helps the company gain customer insights, which is important for making informed decisions and improving its products and services.

Question 11

Aloof Inc. ,offers t-shirts,bags,and shoes with designs based on needs of consumers.Their products include consumers' favorite bands,favorite quotes,personal ideas,etc.Which of the following techniques is being used by Aloof Inc.?

Accepted Answer

The technique being used by Aloof Inc. is customization, as they are offering t-shirts, bags, and shoes with designs based on the needs of consumers. This involves giving customers the ability to personalize and customize their products according to their preferences and tastes. Collaborative filtering and recommendation are techniques used to suggest products to customers based on their past behavior or preferences. Rules-based personalization involves targeting customers based on a set of predefined rules or criteria. However, none of these techniques involve customization, which is the main focus of Aloof Inc.

Question 12

What phenomenon allows marketers to reach customers directly over the Internet,without the expense or complication of distribution channels?

Accepted Answer

Disintermediation refers to the removal of intermediaries or middlemen in the distribution chain. With the advent of the Internet, marketers can now bypass traditional distribution channels and reach customers directly, thereby reducing costs and complexity.

Question 13

At which stage in the customer experience process does the information start flowing from producer to customer?

Accepted Answer

Product promotion and brand building is the stage where information begins to flow from the producer to the customer, as it involves advertising, marketing, and communicating the value proposition of the product or service to potential customers.

Question 14

Fiona loved the woolens made by Cuddle Inc.However she used to have problems buying them as there were very few retailers that sold Cuddle Inc.'s woolen products.Soon,she was able to buy them directly from the manufacturers,as they started to sell their products at HYPERLINK "http://www.cuddleinc.com/"www.cuddleinc.com.Which of the following techniques was used by Cuddle Inc.?

Accepted Answer

Disintermediation is the process of eliminating intermediaries in a supply chain by allowing the manufacturers to sell their products directly to the end customers, thus reducing costs and improving efficiency. In this case, Cuddle Inc. began selling their products directly to customers through their website, bypassing traditional retailers and intermediaries.

Question 15

Which of the following stages in the customer experience process ensues if a customer likes what is offered?

Accepted Answer

If a customer likes what is offered, the next stage in the customer experience process is the transaction stage, where the customer makes a purchase.

Question 16

Siesta Inc. ,a holiday booking organization based in New Jersey arranges for holidays to international travelers from different continents on its own website.Which of the following is being achieved by Siesta Inc.due to its online transactions?

Accepted Answer

Siesta Inc. is reaching international travelers from different continents, which suggests that it has a global reach. This is due to its online transactions. Syndication is the distribution of content to multiple platforms, which is not relevant to Siesta Inc. Product return refers to customers returning products they have purchased, which is not applicable in this case. Network externality refers to the value a product or service gains due to its increasing number of users, which is not relevant to Siesta Inc.

Question 17

Which of the following statements about success is true?

Accepted Answer

In today's competitive economy, being the best beats being the first mover or having the biggest budget or the most unique product line. While being first to market or having a large budget can give a company an initial advantage, ultimately it is the company that provides the best product or service that will succeed in the long run.

Question 18

Pluto Inc. ,a footwear manufacturer launched its official website and sold its products to consumers directly.This helped in building its customer relations as the firm provided custom-made footwear.However,this online selling activity caused the firm to face several protests from its regular retailers.Which of the following did Pluto Inc.engaged in by launching its website and selling directly to consumers?

Accepted Answer

Disintermediation is the process of eliminating intermediaries, such as retailers or wholesalers, from a supply chain. In this case, Pluto Inc. launched its website and sold directly to consumers, bypassing its regular retailers. This caused protests from the retailers, indicating that Pluto Inc. engaged in disintermediation. The other options are not applicable in this context.

Question 19

______ refers to a controversial system that gauges a customer's desire to buy,measures his means,and sets the price accordingly.

Accepted Answer

Dynamic pricing is the system that adjusts the pricing of goods or services based on factors such as customer demand and available inventory. It uses algorithms and data analytics to set different prices for different customers, at different times, locations, and situations. It is controversial because it may result in price discrimination, where some customers pay higher or lower prices than others for the same products. It is used in industries such as airlines, hotels, online retail, and ride-sharing, and can be both beneficial and detrimental to consumers and businesses alike.

Question 20

Which of the following is true of web-based research?

Accepted Answer

Web-based research can be used for both qualitative and quantitative research, making it a versatile tool for gathering insights from customers. It can also be cost-effective and faster than traditional methods. While there may be potential challenges with response rate and the need for continued growth, the statement that there is "no scope" for growth is incorrect.

Quiz 14: Marketing Strategies for a Digitally Networked World