Question 1

Which of the following best defines customer satisfaction?
A)the relationship between benefits and the sacrifice necessary to obtain those benefits
B)a good or service in terms of whether it has met customers' needs and expectations
C)a customer's value of purchases that are of the quality he expects and are sold at prices he is willing to pay
D)a purchase that helps obtain a benefit

Accepted Answer

The answer of Which of the following best defines customer...

Question 2

Fresh Looks is a beauty salon that uses organic products to minimize the environmental impact of chemical-based products. It uses natural soaps and shampoos and other vegan beauty products such as vegan moisturizers, nail polishes, and spa treatments. What type of business orientation has this eco-friendly beauty business adopted?
A)market orientation
B)sales orientation
C)societal marketing orientation
D)production orientation

Accepted Answer

Fresh Looks has adopted a societal marketing orientation, as it is not only focused on satisfying customer needs but also on fulfilling its responsibility towards society and the environment by using sustainable and eco-friendly products. This approach considers both customer satisfaction and societal welfare, which aligns with the values of Fresh Looks as an eco-friendly beauty salon.

Question 3

What is customer satisfaction?
A)the relationship between benefits and the sacrifice necessary to obtain those benefits
B)a good or service in terms of whether it has met customers' needs and expectations
C)a customer who wants to purchase something
D)the relationship between benefits and opportunity necessary to obtain those benefits

Accepted Answer

Customer satisfaction is the measure of how well a product or service has met the needs and expectations of its consumers. It is often determined through surveys or feedback provided by customers. Choice B is the best fit as it accurately describes the concept of customer satisfaction. Choices A and D are similar but focus more on the cost-benefit analysis of a purchase, while choice C simply describes a potential customer.

Question 4

Jojo is a bath and body product manufacturer. This company produces handmade soaps and other products that are made of organic ingredients such as natural, herbal, and fruit extracts. It purchases its raw materials from local farmers and businesses. In this scenario, what type of orientation has Jojo adopted?
A)market orientation
B)production orientation
C)sales orientation
D)societal marketing orientation

Accepted Answer

Jojo has adopted a societal marketing orientation, as it focuses on providing products made of organic ingredients and supports local farmers and businesses. This suggests that Jojo is interested in meeting both the needs of its customers and the larger societal needs of promoting sustainability and supporting local communities.

Question 5

Which of the following best describes customer relationship management?
A)It involves linking all processes of a company from its customers through its suppliers.
B)It tries to convince potential customers to buy, even if the seller knows that the customer and the product are mismatched.
C)It is used more by sales-oriented firms than market-oriented firms.
D)It is most extensively used by production-oriented firms.

Accepted Answer

Customer relationship management involves linking all processes of a company from its customers through its suppliers, in order to create a positive experience and build long-term loyalty with customers. Option B is incorrect because convincing potential customers to buy, even if there is a mismatch, is not a key aspect of relationship management. Option C and D are incorrect because customer relationship management is used by both sales-oriented and market-oriented firms, as well as production-oriented firms.

Question 6

Which of the following best describes customer relationship management?
A)It involves targeting the average customer or everybody.
B)It involves establishing and tracking customer interactions with the company.
C)It considers all customers as one large group that should be targeted with a single promotional strategy.
D)It is used by sales-oriented firms to convince customers to buy their products.

Accepted Answer

Customer relationship management involves establishing and tracking customer interactions with the company to improve customer satisfaction and loyalty. It is not about targeting the average customer or everybody, or viewing all customers as one large group with a single promotional strategy. While it may be used by sales-oriented firms, its purpose extends beyond simply convincing customers to buy products.

Question 7

Canadian Smoked Turkey Inc. is mail-order business that doesn't accept credit cards and doesn't have a toll-free number for customers to call. It may be old-fashioned but has a very loyal following. What does Canadian Smoked Turkey probably use to maintain these long-term ties to its customers?
A)reactive marketing
B)synergistic management
C)relationship marketing
D)promotional marketing

Accepted Answer

Canadian Smoked Turkey probably uses relationship marketing to maintain long-term ties to its customers. Relationship marketing focuses on building and maintaining long-term relationships with customers by providing personalized attention and building trust and loyalty. This approach is especially effective for businesses with a loyal following that prioritize customer connections over convenience features like credit card acceptance or toll-free numbers.

Question 8

When a company replaces at its own expense any dissatisfied customer's purchases. What type of strategy is the company utilizing?
A)management empowerment
B)management-customer synergy
C)customer satisfaction
D)transactional marketing

Accepted Answer

The company is utilizing a customer satisfaction strategy by replacing dissatisfied customer's purchases at their own expense. This emphasizes the importance of satisfying customers and ensuring their loyalty to the company.

Question 9

Happy Eating is a catering company that offers organic food. It serves eatables that are made from organic and locally grown fresh ingredients at private events and corporate functions. The company avoids using plastic and paper products for packaging. It also promotes awareness of the environmental benefits of choosing chemical free, organic food. In this scenario, what kind of orientation has Happy Eating adopted?
A)market orientation
B)societal marketing orientation
C)sales orientation
D)production orientation

Accepted Answer

The answer of Happy Eating is a catering company that...

Question 10

Shoppers at a supermarket can request Smart Partner cards. A percentage of the amount of money each shopper spends is given to a school the customer has chosen. How is the store using the Smart Partner cards?
A)as a part of its commitment selling
B)as a part of its transaction marketing
C)as a part of its retailer-customer synergy
D)as a part of its relationship marketing

Accepted Answer

The Smart Partner cards program aims to build a long-term relationship with customers and create loyalty through the school donation feature. This is an example of relationship marketing, which aims to establish a personalized and long-term relationship with customers to retain their loyalty and repeat business.

Question 11

A company's interaction with a customer can be evaluated by which of the following?
A)satisfaction, relationship, and place
B)value, retention, and pricing
C)value, satisfaction, and relationship
D)satisfaction, relationship, and promotion

Accepted Answer

A company's interaction with a customer can be evaluated by the value they provide to the customer, the level of satisfaction the customer experiences, and the relationship that is established between the company and the customer. Retention and pricing may be factors that influence the interactions, but they are not direct measures of the interactions themselves. Promotion is only one aspect of the relationship between the company and the customer, and it does not encompass the full scope of the interaction.

Question 12

Frequent-flyer programs are an example of financial incentives to customers in exchange for their continuing support. After flying a certain number of miles, the frequent-flyer program participant earns a free flight. What are airlines that use frequent-flyer programs practising?
A)one-to-one marketing
B)transaction marketing
C)transformational marketing
D)relationship marketing

Accepted Answer

Airlines that use frequent-flyer programs are practising relationship marketing, as they aim to build long-term relationships with customers by offering rewards and incentives to encourage continued loyalty.

Question 13

In 2016, McDonald's introduced a "Step-It." It is a fitness tracker for kids. What type of orientation is McDonald's trying to follow?
A)societal marketing orientation
B)sales orientation
C)reciprocal orientation
D)production orientation

Accepted Answer

By introducing a fitness tracker for kids, McDonald's is showing that it cares about the health and well-being of its customers, particularly children. This indicates a societal marketing orientation, where the company is focused on not just making a profit, but also making a positive impact on society.

Question 14

Sky High Builders is a sustainable construction company that uses eco-friendly materials to repair or construct infrastructure in the city. The company's products are made from recycled plastic. What type of orientation does Sky High Builders have?
A)market orientation
B)sales orientation
C)production orientation
D)societal marketing orientation

Accepted Answer

Sky High Builders has a societal marketing orientation, which focuses on meeting the needs of consumers while also enhancing society's well-being and preserving the environment. The company uses eco-friendly materials made from recycled plastic, which is its way of contributing to sustainability efforts.

Question 15

Adorn is a fashion brand that uses recycled materials to create its products. It produces eco-friendly dress materials, handbags, and other accessories from organic cotton, reused fabric pieces, and recycled plastic bottles. Adorn's policies clearly reflect its aim to protect the environment. What type of business orientation does Adorn have?
A)market orientation
B)sales orientation
C)production orientation
D)societal marketing orientation

Accepted Answer

Adorn's focus on protecting the environment by using recycled materials and promoting eco-friendliness shows that it has a societal marketing orientation, which prioritizes both the needs of the consumers and the society as a whole.

Question 16

Which of the following best describes customer relationship management?
A)It involves targeting the average customer or everybody.
B)It involves establishing and tracking customer interactions with the company.
C)It considers all customers as one large group that should be targeted with a single promotional strategy.
D)It is used by sales-oriented firms to convince customers to buy their products.

Accepted Answer

Customer relationship management (CRM) involves establishing and tracking customer interactions with the company. It focuses on building long-term relationships with individual customers to improve customer satisfaction, loyalty, and retention. CRM helps companies to understand their customers better, anticipate their needs, and provide customized solutions. It involves using technology and data analysis to manage customer information, sales, marketing, and customer service interactions.

Question 17

Surj went to Second Cup and ordered a vanilla latte on a Monday. He ordered the same drink from the same barista every day. A week later the barista, Jane, asked him if he would like his "usual." What this an example of?
A)commitment selling
B)relationship marketing
C)transactional marketing
D)market engineering

Accepted Answer

This is an example of relationship marketing, where the business focuses on building long-term relationships with customers by creating personalized experiences based on their preferences and needs. Jane remembered Surj's drink order and used this information to create a personalized experience for him, which is a key aspect of relationship marketing.

Question 18

Domino's Pizza is offering racing fans a chance to earn points toward NASCAR-branded merchandise via the NASCAR RacePoints loyalty program. What is Domino's engaging in?
A)transactional marketing
B)sports-distribution marketing
C)relationship marketing
D)one-to-one marketing

Accepted Answer

Domino's is engaging in relationship marketing by offering rewards to customers who participate in the NASCAR RacePoints loyalty program. This strategy is focused on building long-term relationships with customers by offering personalized incentives and creating a sense of community around the brand.

Question 19

What is created when customer expectations regarding product quality, service quality, and value-based price are met or exceeded?
A)a value line
B)quality products
C)dissonance excellence
D)customer satisfaction

Accepted Answer

When a customer's expectations are met or exceeded in terms of product quality, service quality, and value-based price, the outcome is customer satisfaction.

Question 20

Nurture-U is an organic and natural beauty brand. It manufactures a varied stock of skin and environment-friendly products. It believes that the environment should be protected for future generations. The company is against the use of animal products and uses plant extracts. What type of orientation does Nurture-U have?
A)market orientation
B)sales orientation
C)production orientation
D)societal marketing orientation

Accepted Answer

Nurture-U has a societal marketing orientation, which involves not only satisfying customer needs but also ensuring the well-being of society and preserving the environment. The company's belief in protecting the environment for future generations and its use of natural and organic ingredients indicate a focus on societal concerns.

Quiz 1: An Introduction to Marketing

Which of the following best defines customer satisfaction?

What is customer satisfaction?

Which of the following best describes customer relationship management?

Which of the following best describes customer relationship management?

Canadian Smoked Turkey Inc. is mail-order business that doesn't accept credit cards and doesn't have a toll-free number for customers to call. It may be old-fashioned but has a very loyal following. What does Canadian Smoked Turkey probably use to maintain these long-term ties to its customers?

When a company replaces at its own expense any dissatisfied customer's purchases. What type of strategy is the company utilizing?

Shoppers at a supermarket can request Smart Partner cards. A percentage of the amount of money each shopper spends is given to a school the customer has chosen. How is the store using the Smart Partner cards?

A company's interaction with a customer can be evaluated by which of the following?

Frequent-flyer programs are an example of financial incentives to customers in exchange for their continuing support. After flying a certain number of miles, the frequent-flyer program participant earns a free flight. What are airlines that use frequent-flyer programs practising?

In 2016, McDonald's introduced a "Step-It." It is a fitness tracker for kids. What type of orientation is McDonald's trying to follow?

Sky High Builders is a sustainable construction company that uses eco-friendly materials to repair or construct infrastructure in the city. The company's products are made from recycled plastic. What type of orientation does Sky High Builders have?

Which of the following best describes customer relationship management?

Surj went to Second Cup and ordered a vanilla latte on a Monday. He ordered the same drink from the same barista every day. A week later the barista, Jane, asked him if he would like his "usual." What this an example of?

Domino's Pizza is offering racing fans a chance to earn points toward NASCAR-branded merchandise via the NASCAR RacePoints loyalty program. What is Domino's engaging in?

What is created when customer expectations regarding product quality, service quality, and value-based price are met or exceeded?