15. The value delivery system includes all the experiences the customer will have on the way to obtaining and using the offering.

a): True b): False

17. There are _______ measurement techniques to monitor satisfaction. a): 2 b): 3 c): 4 d): None of the above
18. Hofstede identifies five cultural dimensions that differentiate countries. a): Yes b): No
19. A common way to estimate total market potential is to multiply the potential number of buyers by the average quantity each purchase and then by the price.

a): True b): False

20. There are _________marketing activities that improve loyalty and retention. a): 3 b): 4 c): 6 d): 8