Question 1

________ models of human behaviour assume that most people are intrinsically well-meaning in their interactions with others.

Accepted Answer

A)  Customer-centered 
B)  Human capital 
C)  Positive 
D)  Service 
A)  Customer-centered 
B)  Human capital 
C)  Positive 
D)  Service C

Question 2

What are some key factors that customers care about when shopping for goods?

Accepted Answer

Possible answers might include cost/performance (value received from core attributes of the good); features (available extras); functionality (ease of use in comparison to value received); constraints (limits on what can be done with the product); reliability (probability of malfunctioning); serviceability (ease of maintenance and repairs); aesthetics (attractiveness of design, touch, smell, etc.); speed (time elapsed between order and delivery); reputation (product recognition by others).

Question 3

Which of the following is true about Encyclopedia Brittanica?

Accepted Answer

A)  It is less accurate than Wikipedia. 
B)  It reacted immediately to Encarta and Funk and Wagnall's electronic encyclopedia. 
C)  Its hard-bound sets of encyclopedias sold for $1500-2000. 
D)  It has always understood its competitors and customers. 
A)  It is less accurate than Wikipedia. 
B)  It reacted immediately to Encarta and Funk and Wagnall's electronic encyclopedia. 
C)  Its hard-bound sets of encyclopedias sold for $1500-2000. 
D)  It has always understood its competitors and customers. C

Question 4

Can some customers be too expensive to serve? Why or why not? Give an example.

Accepted Answer

Yes, some customers can be too expensive

Question 5

Which of the following features is mostly likely to affect customer perceptions of a good?

Accepted Answer

A)  Ambience 
B)  Functionality 
C)  Interaction 
D)  Trustworthiness 
A)  Ambience 
B)  Functionality 
C)  Interaction 
D)  Trustworthiness

Question 6

In the military, strategy helps determine life and death contests.

Accepted Answer

A) True 
 B)False

Question 7

What percentage of the high-wage working population in the US and Europe provide services?

Accepted Answer

A)  20% 
B)  50% 
C)  80% 
D)  99% 
A)  20% 
B)  50% 
C)  80% 
D)  99%

Question 8

Which of the following is the best example of a high customer contact industry?

Accepted Answer

A)  Farming 
B)  Public transport 
C)  Gourmet restaurant 
D)  Manufactured commodity 
A)  Farming 
B)  Public transport 
C)  Gourmet restaurant 
D)  Manufactured commodity

Question 9

Give one example of a retailer that is making use of an 'experience-oriented' strategy. Very briefly, what are they offering?

Accepted Answer

Possible examples might includ

Question 10

Over ___ of American consumers have bought and sold stocks, bonds, or mutual funds.

Accepted Answer

A)  1% 
B)  10% 
C)  50% 
D)  90% 
A)  1% 
B)  10% 
C)  50% 
D)  90%

Question 11

Which of the following is not a key question in Abell's Customer-Based Business
Model?

Accepted Answer

A)  How much will customers pay? 
B)  Who is being satisfied? 
C)  What is being satisfied? 
D)  How are customer needs satisfied? 
A)  How much will customers pay? 
B)  Who is being satisfied? 
C)  What is being satisfied? 
D)  How are customer needs satisfied?

Question 12

Organizations exist to provide value to some client or customer group.

Accepted Answer

A) True 
 B)False

Question 13

What is a service mentality? Provide an example.

Accepted Answer

Service mentality means organizational a

Question 14

Instead of selling and buying products alone, many manufacturers are selling services and purchasing services alongside tangible goods.

Accepted Answer

A) True 
 B)False

Question 15

What are some guidelines for a customer-based business model?

Accepted Answer

Guidelines include definition

Question 16

The Internet has not changed firms' relationships to customers.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is not typically seen by physicians as the value added to heath care?

Accepted Answer

A)  Convenient parking 
B)  Latest technology 
C)  Physician credentials 
D)  Quality care 
A)  Convenient parking 
B)  Latest technology 
C)  Physician credentials 
D)  Quality care

Question 18

Customer demands are increasing in nearly every sector we can think of.

Accepted Answer

A) True 
 B)False

Question 19

How do companies gather data to identify and understand their customers?

Accepted Answer

Companies gather data to identify and un

Question 20

Which of the following companies has not applied a mass customization strategy?

Accepted Answer

A)  Nike 
B)  Levi's 
C)  Brooks 
D)  Adidas 
E)  Dell 
A)  Nike 
B)  Levi's 
C)  Brooks 
D)  Adidas 
E)  Dell

________ models of human behaviour assume that most people are intrinsically well-meaning in their interactions with others.

What are some key factors that customers care about when shopping for goods?

Which of the following is true about Encyclopedia Brittanica?

Can some customers be too expensive to serve? Why or why not? Give an example.

Which of the following features is mostly likely to affect customer perceptions of a good?

In the military, strategy helps determine life and death contests.

What percentage of the high-wage working population in the US and Europe provide services?

Which of the following is the best example of a high customer contact industry?

Give one example of a retailer that is making use of an 'experience-oriented' strategy. Very briefly, what are they offering?

Over ___ of American consumers have bought and sold stocks, bonds, or mutual funds.

Which of the following is not a key question in Abell's Customer-Based Business Model?

Organizations exist to provide value to some client or customer group.

What is a service mentality? Provide an example.

Instead of selling and buying products alone, many manufacturers are selling services and purchasing services alongside tangible goods.

What are some guidelines for a customer-based business model?

The Internet has not changed firms' relationships to customers.

Which of the following is not typically seen by physicians as the value added to heath care?

Customer demands are increasing in nearly every sector we can think of.

How do companies gather data to identify and understand their customers?

Which of the following companies has not applied a mass customization strategy?

Defining Strategy

Developing Resources

Seeking Opportunity

Competing With Rivals

Specifying a Business Model

Considering Corporate Strategy

Thinking Globally

Acting Responsibly

Ensuring Execution

Managing Knowledge

Providing Leadership

Filters

Exam 3: Serving Customers

________ models of human behaviour assume that most people are intrinsically well-meaning in their interactions with others.

What are some key factors that customers care about when shopping for goods?

Which of the following is true about Encyclopedia Brittanica?

Can some customers be too expensive to serve? Why or why not? Give an example.

Which of the following features is mostly likely to affect customer perceptions of a good?

In the military, strategy helps determine life and death contests.

What percentage of the high-wage working population in the US and Europe provide services?

Which of the following is the best example of a high customer contact industry?

Give one example of a retailer that is making use of an 'experience-oriented' strategy. Very briefly, what are they offering?

Over ___ of American consumers have bought and sold stocks, bonds, or mutual funds.

Which of the following is not a key question in Abell's Customer-Based Business Model?

Organizations exist to provide value to some client or customer group.

What is a service mentality? Provide an example.

Instead of selling and buying products alone, many manufacturers are selling services and purchasing services alongside tangible goods.

What are some guidelines for a customer-based business model?

The Internet has not changed firms' relationships to customers.

Which of the following is not typically seen by physicians as the value added to heath care?

Customer demands are increasing in nearly every sector we can think of.

How do companies gather data to identify and understand their customers?

Which of the following companies has not applied a mass customization strategy?

Defining Strategy

Developing Resources

Seeking Opportunity

Competing With Rivals

Specifying a Business Model

Considering Corporate Strategy

Thinking Globally

Acting Responsibly

Ensuring Execution

Managing Knowledge

Providing Leadership

Filters