Marketing Managemetn Minigame 2

In modern customer Orientation Chart, who is the priority position

• Top manager

• Front-line people

• Middle manager

• Customer

If Expectations is larger Performance, customers will

• Satisfied

• dissatisfied

• Delighted

.........is a process in which a person visits a retail store, restaurant, bank branch or any such location with the objective of measuring the quality of customer experience.

• Customer Loss Rate

• Mystery Shopping

• Periodic Surveys

• Monitor Competitive

  Performance

Annual customer revenue: $500

Average number of loyal years: 20

Company profit margin: 20%

Customer lifetime value is

• 1000 usd

• 2000usd

• 3500 usd

• 1500 usd

.................. is any occasion on which a

customer encounters the brand and product- from actual

experience to personal or mass communications to casual

observations.

• All are correct

• ERP

• Customer relationship Management

• A customer touch point

What is not belong to Database Key Concepts

• Mailing list

• Data mining

• Promotion program

• Business database

Which of the following is NOT a key factor in creating long-term loyalty relationships?

• Quality

• Repeat rate

• One-time promotions

• Personalization

Which of the following is a common mistake businesses make when trying to create long-term loyalty relationships?

• Focusing on all customers

• Ignoring customer feedback

• Providing service

• All are correct

What is the key to maintaining a long-term loyalty relationship?

• Offering the lowest prices

• Providing exceptional customer service

• Offering frequent promotions

Lower uppers, upper middles and working class are examples of

• Subculture

• Reference Group

• Social Class

• Perception