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    Marketing Quiz3

    Uploaded by

    Rhea May Peduca
    This document contains a quiz with multiple choice questions about customer relationship management concepts like customer value, relationship marketing, and customer service. It also asks about specific company programs like GetGo from Cebu Pacific Airlines and defines the SUKI system.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Marketing Quiz3

    Uploaded by

    Rhea May Peduca
    21 views12 pages
    This document contains a quiz with multiple choice questions about customer relationship management concepts like customer value, relationship marketing, and customer service. It also asks about specific company programs like GetGo from Cebu Pacific Airlines and defines the SUKI system.

    Original Title

    Marketing quiz3

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    This document contains a quiz with multiple choice questions about customer relationship management concepts like customer value, relationship marketing, and customer service. It also asks about specific company programs like GetGo from Cebu Pacific Airlines and defines the SUKI system.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    21 views12 pages

    Marketing Quiz3

    Uploaded by

    Rhea May Peduca
    This document contains a quiz with multiple choice questions about customer relationship management concepts like customer value, relationship marketing, and customer service. It also asks about specific company programs like GetGo from Cebu Pacific Airlines and defines the SUKI system.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 12

    Quiz 3

    POM
    1. The difference between the values the
    customer gains from owning and using a product
    and the costs of obtaining the product is called
    ___________.
    a. Customer quality
    b. customer satisfaction
    C. customer value
    D. customer
    2. The following are characteristics of
    relationship marketing, except:
    a. It focuses on the long term rather than short-
    term
    b. It focuses on the short-term rather than long
    term
    c. It relies on more listening and learning than
    on talking.
    d. It focuses on partners and customers rather
    than on company’s product.
    3. A marketing approach that focuses on
    creating an ongoing and long-term relationship
    with customers.
    A. customer value
    B. customer relationship
    C. marketing relationship
    D. all of the above
    4. The act of taking care of the customer’s needs
    by providing and delivering professional, helpful,
    and assistance before during and after the
    customer’s requirements are met.
    A. customer service
    B. customer feedback
    C. customers needs
    D. customer
    5. Why should employees act as if customers are
    their employer?
    a. Customers own the business
    b. Employees would not have jobs if there were
    no customers
    c. Employees might work for the customers in
    the future
    d. Customers pay employees’ bonuses
    6. When a customer is upset, what should you
    do?
    A. Argue with the customer
    B. Ignore the customer
    C. Keep calm and not argue
    D. Go get a manager
    7. How should you NOT deal with difficult
    customers?
    A. Don’t blame the customer
    B. Look for points of agreement
    C. Use positive self-talk
    D. Argue back
    8. Which of the following strategy considered in
    developing customer relationship?
    A. Make every customer interaction count
    B. Listen to customers when needed
    C. Reward customer at all times
    D. Create a Blog about your customer
    9. What company uses the tagline “We’ve Got It
    All For You”?
    A. Starbucks
    B. ShoeMart
    C. BDO
    D. BPI
    10. Which of the following airlines offered their
    customers to be a member of GetGo, where
    they can earn points, and their GetGo points can
    earn them free flights?
    A. Philippine Airlines
    B. Air Asia
    C. Zest Air
    D. Cebu Pacific
    11-16 What are the six pillars
    17-19- (3 pts) Define SUKI System

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