1. What are some advantages of understanding how mobile technology is applied in customer service
A. Knowing how to provide content to customers more easily
B. Recognizing how the technology can be used to build customer rapport
C. Understanding how to give customers 24/7 access
D. All of these

2. What does value refers to
A. set of features
B. product benefits
C. psychological benefits offered
D. All of these

3. Which of the following refers to selective perception
A. avoiding painful messages
B. avoiding threatening messages
C. a lower awareness of stimuli irrelevant to their needs
D. All of these

4. How does a customer forms a attitude
A. Repeated exposure to objects
B. Classical conditioning
C. Exposure to live and symbolic models
D. All of these

5. What does the positioning conveys
A. meaning of the product
B. concept of the product
C. how product fulfills a consumer need
D. All of these


Answers:      1 (D), 2 (D), 3 (D), 4 (D), 5 (D)

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