SPMT 370 Actual Exam Questions With
Reviewed 100% Correct Detailed Answers
Guaranteed Pass!!
1. Complaints - ANSWER Can be a good source of information to make
situations "made right".
2. Online Complaints - ANSWER Responding to these in todays market is a
part of good customer service.
3. Switching - ANSWER The act of a consumer choosing a competing
choice, rather than repeating the previously choice, on the next purchase
occasion (i.e. loss of business).
4. Positive Word-of-Mouth - ANSWER An engagement action that occurs
when consumers spread information from one to another about positive
consumption experiences with companies.
5. Organic WOM - ANSWER This occurs naturally when consumers truly
enjoy a product or service and they want to share their experiences with
others.
, 6. Amplified WOM - ANSWER Occurs when marketers attempt to
accelerate WOM in existing customer circles, or when they develop entirely
new forums for WOM, like blogs or web pages.
7. Negative Word-of-Mouth - ANSWER An engagement action that takes
place when consumers pass on negative information about a company from
one to another.
8. Consumers often see publicity as more credible than advertising because
the source is someone other than the business. - ANSWER TRUE
9. DO NOTHING - ANSWER Taking action seems to be the responsible
thing to do, but the wrong action might backfire and make things worse.
10.TAKE RESPONSIBILITY - ANSWER Public action to deal with any
consequences of a negative action/event can soothe negative effects.
11.DENY RESPONSIBILITY - ANSWER Denials should be made only when
the evidence unambiguously supports the truth, otherwise you risk even
more negative publicity.
12.Consumer Commitment - ANSWER A sense of attachment, dedication,
and identification with a brand or organization.
13.Consumer Share - ANSWER Measure of consumer loyalty.
Reviewed 100% Correct Detailed Answers
Guaranteed Pass!!
1. Complaints - ANSWER Can be a good source of information to make
situations "made right".
2. Online Complaints - ANSWER Responding to these in todays market is a
part of good customer service.
3. Switching - ANSWER The act of a consumer choosing a competing
choice, rather than repeating the previously choice, on the next purchase
occasion (i.e. loss of business).
4. Positive Word-of-Mouth - ANSWER An engagement action that occurs
when consumers spread information from one to another about positive
consumption experiences with companies.
5. Organic WOM - ANSWER This occurs naturally when consumers truly
enjoy a product or service and they want to share their experiences with
others.
, 6. Amplified WOM - ANSWER Occurs when marketers attempt to
accelerate WOM in existing customer circles, or when they develop entirely
new forums for WOM, like blogs or web pages.
7. Negative Word-of-Mouth - ANSWER An engagement action that takes
place when consumers pass on negative information about a company from
one to another.
8. Consumers often see publicity as more credible than advertising because
the source is someone other than the business. - ANSWER TRUE
9. DO NOTHING - ANSWER Taking action seems to be the responsible
thing to do, but the wrong action might backfire and make things worse.
10.TAKE RESPONSIBILITY - ANSWER Public action to deal with any
consequences of a negative action/event can soothe negative effects.
11.DENY RESPONSIBILITY - ANSWER Denials should be made only when
the evidence unambiguously supports the truth, otherwise you risk even
more negative publicity.
12.Consumer Commitment - ANSWER A sense of attachment, dedication,
and identification with a brand or organization.
13.Consumer Share - ANSWER Measure of consumer loyalty.
