Multiple choice

1. The task of any business is to deliver ________ at a profit.

a. customer needs

b. products

c. customer value

d. products and services

e. improved quality

2. Today, the “mass-market” is actually splintering into numerous ________, each with its own wants, perceptions, preferences, and buying criteria.

a. micromarkets

b. market targets

c. macromarkets

d. customer cliques

e. demographic units

3. The Japanese have refined the value delivery process to include a component that emphasizes ________.

a. zero servicing

b. zero customer feedback time

c. zero promotion

d. zero dependency on intermediaries

e. zero marketing costs

4. The firm’s success depends not only on how well each department performs its work, but also on how well the various departmental activities are coordinated to conduct ________.

a. core strategies

b. satellite businesses

c. core values

d. core business processes

e. core technologies