市场营销学题库marketing题库1

Chapter 1 Marketing: Creating and Capturing Customer Value

1) All of the following are accurate descriptions of modern marketing, EXCEPT which one?

A) Marketing is the creation of value for customers.

B) Marketing is managing profitable customer relationships. C) Selling and advertising are synonymous with marketing. D) Marketing involves satisfying customers' needs.

E) Marketing is used by for-profit and not-for-profit organizations. Answer: C Diff: 2 Page Ref: 2 and 4 Skill: Concept

2) According to the opening scenario, the Tide marketing team is MOST concerned about which of the following? A) maintaining its brand share

B) fostering customers' emotional connections with their product C) advertising their product's benefits

D) comparing the effectiveness of their product to other brands

E) incorporating consumer-generated marketing in the marketing mix Answer: B

3) According to management guru Peter Drucker, \________.\

A) create customer value

B) identify customer demands C) make selling unnecessary

D) set realistic customer expectations E) sell products Answer: C Diff: 2 Page Ref: 5 Skill: Concept

4) ________ is defined as a social and managerial process by which individuals and organizations obtain what they need and want through value creation and exchange. A) Selling B) Advertising C) Bartering D) Marketing E) Negotiating Answer: D Diff: 2 Page Ref: 5 Skill: Concept

5) Which steps of the five-step marketing process are about understanding customers,

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creating customer value, and building strong customer relationships? A) the first two only B) the first three only C) the first four only D) the last three only E) the last four only Answer: C Diff: 2 Page Ref: 5 AACSB: Communication Skill: Concept

6) When marketers set low expectations for a market offering, the biggest risk they run is ________.

A) disappointing loyal customers B) decreasing customer satisfaction C) failing to attract enough customers

D) failing to understand their customers' needs E) incorrectly identifying a target market Answer: C Diff: 1 Page Ref: 7 Skill: Concept

7) ________ is the act of obtaining a desired object from someone by offering something in return. A) A value proposition B) Exchange C) Bribery

D) Value creation E) Donation Answer: B Diff: 1 Page Ref: 7 Skill: Concept

8) A(n) ________ is the set of actual and potential buyers of a product. A) market B) audience C) group D) segment E) exchange Answer: A Diff: 1 Page Ref: 7 Skill: Concept

9) Consumer research, product development, communication, distribution, pricing, and service are all core ________ activities.

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A) exchange B) marketing C) management D) production

E) customer relationship management Answer: B Diff: 1 Page Ref: 7 AACSB: Communication Skill: Concept

10) Which of the following is the most likely result of a marketing strategy that attempts to serve all potential customers? A) All customers will be delighted.

B) Customer-perceived value will increase.

C) Customer evangelists will become unpaid salespersons for the service or product. D) Not all customers will be satisfied.

E) The company will need to follow up with a demarketing campaign. Answer: D Diff: 3 Page Ref: 9 AACSB: Analytic Skills Skill: Concept

11) When customers don't know what they want or don't even know what's possible, the most effective strategy is ________ marketing. A) customer-driven B) customer-driving C) societal D) production E) product Answer: B Diff: 2 Page Ref: 11 Skill: Concept

12) The societal marketing concept seeks to establish a balance between consumer short-run wants and consumer ________. A) short-run costs and profits B) short-run ethics C) long-run welfare D) immediate health E) value propositions Answer: C Diff: 2 Page Ref: 11 AACSB: Ethical Reasoning

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13) Which concept holds that firms must strive to deliver value to customers in a way that maintains or improves the consumer's and society's well-being? A) marketing B) selling C) product

D) societal marketing E) equity Answer: D Diff: 1 Page Ref: 11 AACSB: Ethical Reasoning Skill: Concept

15) The three areas of consideration that should be balanced in the societal marketing concept are consumer wants, society's interests, and ________. A) human welfare B) want satisfaction C) company profits D) short-run wants E) long-term needs Answer: C Diff: 2 Page Ref: 11 AACSB: Ethical Reasoning Skill: Concept

15) The set of marketing tools a firm uses to implement its marketing strategy is called the ________. A) promotion mix B) product mix C) marketing mix D) TQM

E) marketing effort Answer: C Diff: 2 Page Ref: 12 Skill: Concept Objective: 1-3

60) The final step in the marketing process is ________. A) capturing value from customers B) creating customer loyalty

C) creating customer lifetime value D) understanding the marketplace

E) designing a customer-driven marketing strategy Answer: A Diff: 1 Page Ref: 21

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16) Stew Leonard, the owner of a highly successful regional supermarket chain, reacts adversely to losing a single customer sale. He feels that this amounts to losing the entire stream of future purchases that a customer is likely to make if he or she remains in the area. Stew Leonard's concern is an illustration of which of the following? A) share of customer B) market share C) profitability

D) customer lifetime value E) market share maintenance Answer: D Diff: 2 Page Ref: 22

AACSB: Reflective Thinking Skill: Concept

17) Advertising Age, a magazine for advertising professionals, recently gave its Ad Agency of the Year award to ________. A) the consumer B) on-line marketers C) Frito-Lay D) Coca-Cola E) YouTube Answer: A Diff: 3 Page Ref: 20

18) Which of the following is an example of consumer-generated marketing? A) Toyota's presence in online communities B) Nike's Nike Plus running Web site

C) MasterCard's use of \D) Neiman Marcus's InCircle Rewards program for its best customers E) The Lexus Covenant aimed at creating customer delight Answer: C Diff: 2 Page Ref: 20 Skill: Concept

19) When an airline goes after a \to increase ________. A) customer lifetime value B) share of customer

C) total customer spending D) customer satisfaction E) customer ownership Answer: B Diff: 2 Page Ref: 22

AACSB: Reflective Thinking

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