Just want the right answer, without the explanation

1) When a customer shops at Starbucks, they walk into the store, order their coffee, pay for the coffee, talk to the servicer, get the coffee and then sit down and enjoy the coffee. For Starbucks, each of these moments is called a(n):

1. customer moment
2. touch point
3. shopping interaction
4. customer experience
5. communication

2) There are two steps in customer recovery. The first step is to find the customer who is in jeopardy of being lost to the company. What is the second step?

1. Send the customer a sales promotion.
2. Calculate the customer lifetime value.
3. Conduct focus groups.
4. Contact them to determine why they have stopped buying.
5. Use social media to research what they are currently purchasing.

3) A central repository of an organizations electronically stored data is called a:

1. customer lifetime value
2. customer relationship management
3. data warehouse
4. database marketing
5. data mine

4) An enterprise that builds a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased has implemented a:

1. CRM
2. continuity
3. data mining
4. information warehouse
5. loyalty

5) In 2009, Ford promoted its new Fiesta subcompact by letting 100 consumers drive the car for free for six months, gas included. All they had to do was blog, tweet, and post about the car.

1. This is a great way for Ford to ensure they get positive reviews of this car, create engagement but the credibility of these views were questionable because of the incentive.
2. This is a costly marketing campaign that did work.
3. This is a great way for Ford to ensure they get positive reviews of this car.
4. The credibility of these views were questionable because of the incentive.
5. This was a costly marketing campaign that did not work.

6) ______ is an efficient way to sort through large amounts of data to find relationships between variables.

1. Customer lifetime value
2. Data mining
3. Data warehousing
4. Customer relationship management
5. Database marketing

7) Which is NOT true about marketing dashboards and metrics?

1. Most companies do not keep this information confidential because the competitors can see what is being done in the marketplace anyway.
2. Marketing dashboards can be displayed in a variety to ways.
3. Marketing metrics can include key performance measures of a product category, such as sales versus cost of sales.
4. Each variable in a marketing dashboard is a marketing metric, which is a measure of the quantitative value or trend of a marketing activity or result.
5. Most companies keep this information confidential because it gives an indication as to the organizations strategy.

8) The marketing program includes developing the marketing mix and:

1. evaluation criteria.
2. its budget.
3. organizational culture.
4. alternate target market.
5. core competencies.

9) In market-product analysis, product development refers to the marketing strategy of:

1. developing new products and selling them in new markets.
2. selling current products to new markets.
3. selling new products to current markets.
4. increasing sales of current product in current markets.
5. acquiring other companies to develop new products.

10) An organization has limited resources available to produce and market its offerings. Since it is impossible to do everything, an organization must develop its ______ to focus and direct those resources.

1. strategies.
2. environment.
3. Goals/objectives.
4. mission.
5. functions.

11) Oprah.com recently launched Oprah's Book Club 2.0, hoping to get back to the amazing success of her previous book club. While the ideas for the plan may have been sound, new users complain that the feel of the experience online is certainly not Web 2.0, which requires a highly dynamic environment, often involving crowdsourcing, or user-generated content. Instead, Oprah remains the central, controlling figure of the club. Most likely, a problem occurred during:

1. the goal-setting phase.
2. the evaluation phase.
3. the implementation phase.
4. the strategic development phase.
5. the planning phase.

12) The marketing department is part of which strategic level in an organization?

1. Strategic business unit level
2. Functional level
3. Corporate level
4. Specialized level
5. Board of directors

13) Not-for-profit organizations:

1. are limited to charities.
2. never have revenues in excess of costs.
3. have profit as the primary goal.
4. do not have profit as an organizational goal.
5. are extremely rare in a market-driven economy.

14) American railroads may have defined their ______ too narrowly, by concerning themselves only with rail service rather than including other transportation modes.

1. marketing metrics
2. business
3. culture
4. goals
5. market penetration