Lesson 2: Marketing and Customer Relationships

Question 1

an individual or business that purchases another company’s goods or services.

Answer 1

customer

Question 2

why are customers important

Answer 2

they drive revenues
without them, businesses cannot continue to exist

Question 3

customers are the _____ in any business

Answer 3

most important people

Question 4

customers are not

Answer 4

dependent on us. we are dependent on them

Question 5

customers are not an

Answer 5

interruption to our work

Question 6

customers are the ____ of our work

Answer 6

purpose

Question 7

customers are ____ of our business

Answer 7

part

Question 8

customers are part of our business. customers are not

Answer 8

outsiders

Question 9

customers give us

Answer 9

favor when they come in

Question 10

the business is not doing a

Answer 10

favor by serving customers

Question 11

customers deserve the

Answer 11

most courteous attention

Question 12

customers are the ____ of every business

Answer 12

lifeblood

Question 13

types of customer

Answer 13

loyal, new, discount, impulse, need-based, wandering, potential

Question 14

loyal customers are like the

Answer 14

bread and butter to your business

Question 15

They are the ones that keep coming back, again and again. They are perfectly happy with your product or service and don’t need much in the way of customer service.

Answer 15

loyal customers

Question 16

how to maintain loyal customers

Answer 16

keep them excited about your services by studying their behavior and anticipating their needs

Question 17

new customers are

Answer 17

vital to your business

Question 18

They are the ones that will help you grow and expand. These customers will need more attention at the outset because they are new and still getting to know your product or service. They will also have more questions about a product that may seem simple to customer service teams. But they, too, deserve the best you have to offer.

Answer 18

new customers

Question 19

how to maintain new customers

Answer 19

enlighten them about the benefits of your products and give them a live customer service option

Question 20

focus on securing the best deals and discounts for a variety of products.

Answer 20

discount customers

Question 21

discount customers are

Answer 21

outliers in terms of marketing

Question 22

discount customers play a vital role in

Answer 22

clearing out old inventory

Question 23

discount customers engage in

Answer 23

seasonal sales

Question 24

how to maintain discount customers

Answer 24

explain to them the details about the deal and offer them an added value that they can’t get anywhere else

Question 25

are casual shoppers who impulsively buy products without much need or prior knowledge beforehand.

Answer 25

impulse customers

Question 26

impulse customers are

Answer 26

not necessarily loyal to any specific brand or product

Question 27

best way to engage impulse customers

Answer 27

attract them with eye-catching packaging, advertising, and competitive pricing

Question 28

how to maintain impulse customers

Answer 28

ensure that they can purchase your products conveniently and get the help they need quickly.

Question 29

are looking for a specific product that they need when they’re shopping. They tend to have completed some amount of product research and are quick with their decision-making to secure the product that they’re looking for.

Answer 29

need-based customers

Question 30

need-based customers are

Answer 30

not necessarily wholly loyal customers as they’re simply looking for a product that they need in the moment

Question 31

how to maintain need-based customers

Answer 31

give them a good customer experience and make sure that you satisfy their needs

Question 32

tend to shop without a particular brand or product in mind.

Answer 32

wandering customers

Question 33

wandering customers are also known as

Answer 33

window shoppers

Question 34

like to browse products and services without necessarily committing to a purchase.

Answer 34

wandering customers

Question 35

focus on the enjoyment of the overall shopping experience itself and don’t always prioritize purchasing the latest brands or products.

Answer 35

wandering customers

Question 36

how to engage with wandering customers

Answer 36

have an appealing showcase of products to browse at a moment’s notice

Question 37

how to maintain wandering customers

Answer 37

minimize the time you give to these customers and make sure that they still feel valued

Question 38

potential customers are also known as

Answer 38

lookers or prospects

Question 39

potential customers are

Answer 39

not actually customers yet

Question 40

They’re gathering information and exploring their options before making a buying decision. Since they haven’t made a purchase, they’re still somewhere toward the middle of your sales funnel.

Answer 40

potential customers

Question 41

when are potential customers referred to as prospects

Answer 41

in longer sales cycles

Question 42

lookers/prospects may not be

Answer 42

ready to buy yet, but they’re typically looking for a specific product that meets a specific need.

Question 43

how to maintain potential customers

Answer 43

let them know about the advantages they can get from your products and services

Question 44

It isthe company-wide process of nurturing positive associations with your customers— the sum of all customer interactions and experiences.

Answer 44

customer relationship

Question 45

typical marketing practices in customer relationship

Answer 45

meeting and getting familiar; delivering a satisfying experience; maintaining a stable relationship

Question 46

what do you do when meeting and getting familiar in customer relationships

Answer 46

select suitable target consumers, particularly those expected to have a high interest in the customer’s lifetime; understand what these consumers are asking for; create knowledge and desire for what you’re selling; create a new business

Question 47

what do you do to deliver a satisfying experience in customer relationships

Answer 47

measure and enhance customer satisfaction; track the progression of consumer needs and desires; establish confidence, trust, and goodwill for the consumer; demonstrate and express strategic advantages; monitoring and countering external forces

Question 48

what do you do to maintain a stable relationship in customer relationships

Answer 48

convert contacts into loyal repeat customers, not one-time customers; expect and respond to evolving needs; deepen connections, extend the scope, and focus on what you give

Question 49

best defined as how much a product or service is worth to a customer.

Answer 49

customer value

Question 50

a measure of all the costs and benefits associated with a product or service.

Answer 50

customer value

Question 51

examples of customer value

Answer 51

price, quality, what the product/service can do

Question 52

what do consumers consider when evaluating the value of a pirchase

Answer 52

monetary, time, energy, and emotional costs

Question 53

It measures how much income is associated with a customer throughout a lifelong relationship with a company.

Answer 53

customer value

Question 54

having regular, committed, repeat customers =

Answer 54

high customer lifetime value

Question 55

customer value is linked to

Answer 55

loyalty, benefit, price, and satisfaction