1. Which of the following aspects would be part of a customer’s enhanced need set?
Timing or frequency
Promotion and marketing communication
Related products or services
Help lines and product support
2. _____________ customization offers a standard, but customizable, product that is designed so that customers can alter it themselves.
Adaptive
Cosmetic
Collaborative
Transparent
3. What technique helps customization reduce a company’s all-in costs?
modularization
speculative manufacturing
make-to-forecast model
personalization
4. Which of the following characterizes mass customization (vs. mass production)?
economies of scale
make to forecast
speculative shipping costs
demand chain management
5. The difference between what customers want and what they’re willing to settle for is:
customer satisfaction
customer sacrifice
customer experience
customer dissatisfaction