11. A B C D E MOIOVD USP is an acronym for... United Service Parcel Unique Selling Proposition Uniform Service Proposal Uninformed Sales Person User Servicing Promise 12. Anything that we do for the customer that enhances their experience can be best defined as... MOQ100D A B C D E People pleasing people Excellent marketing Consumer behaviour Customer service None of the above * 13 A B D E Customer satisfaction is... When a customer feels content after having purchased a good or having received a service When a customer gets a cash refund for goods returned without a receipt When one is able to find a customer service representative when they need one When the cashier mistakes my $50 bill for a $100 bill and gives me back extra change When my home delivered pizza arrives in 20 minutes or less + MOO 14. A B C D E When choosing a target marketing strategy, the following are considerations EXCEPT.... Competitors' marketing strategies Market variability What stage the product/service is at in the PLC Technology to be used Company's resources 15. A B D E If CIBC were to advertise their enhanced banking package for customers who are age 60 and up, they would most likely use segmentation method. Geographic Demographic Psychographic Behavioural Target 16. A B D E mlOW is a component of psychographics. Lifestyles Self-values Self-concept VALS Self-esteem 17 For a segmentation strategy to be successful, customers in the segment must react similarly and positively to the firm's offering. True A PAGE 4 OF 10 MARK 2028 - MARKETING FINANCIAL SERVICES MD TERM EXAM WINTER 2021 B False 18. A B C D E expresses how a company wants to be perceived by its consumers. Desirability statement Wants and needs Value statement Positioning statement None of the above 19. Firms using differentiated segmentation strategies targets several market segments with a different offering for each. True False A B