PrCtoSNOM Flashcards

(48 cards)

1
Q

_____ is what a business charges for its products or services, and it’s essential for
generating revenue and profit.

A

Pricing

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2
Q

help businesses set the right price to maximize profits and stay competitive. They consider factors like production costs, competitor prices,
and customer willingness to pay

A

Pricing Strategies

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3
Q

Pricing Strategies
__________ – This strategy involves adding a fixed percentage to the production cost to set the selling price. It’s simple and ensures costs are covered, but it doesn’t always account for customer demand.

__________ – Prices are set based on what competitors are charging. It’s commonly used in markets with similar products to ensure businesses stay competitive and avoid overpricing.

__________ – Starts with a low price to draw in customers and capture market share quickly. Once the product is established, the price is gradually increased.

__________ – Involves setting a high initial price for a new or unique product to capture early profits, then lowering the price as competition increases.

__________ – Prices are based on what customers believe the product is worth, not just the production cost. Effective for products with unique features or strong brand loyalty.

__________ – Involves changing prices in real-time based on factors like demand or time of day. Common in travel, ride-sharing, and e-commerce.

__________ – Setting high prices to create a sense of luxury or exclusivity. Used for high-quality, upscale items where customers are willing to pay for superior value.

Choices:

Cost-Plus Pricing

Competitive Pricing

Penetration Pricing

Price Skimming

Value-Based Pricing

Dynamic Pricing

Premium Pricing

A

Answer Key:

Cost-Plus Pricing

Competitive Pricing

Penetration Pricing

Price Skimming

Value-Based Pricing

Dynamic Pricing

Premium Pricing

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4
Q

Price Adjustments and Discounts
__________ – Reduces prices for off-season products to drive early sales. Helps businesses maintain steady production and balance demand during off-peak periods.

__________ – Reduced prices for bulk purchases, early bill payment, intermediaries handling tasks, trade-ins, or promotions.

__________ – Temporary discounts to drive immediate sales or linked to special events or holidays.

Choices:

Seasonal Pricing

Discount Strategies

Promotional Pricing

A

Answer Key:

Seasonal Pricing

Discount Strategies

Promotional Pricing

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5
Q

Geographic and Psychological Pricing Adjustments
__________ – Prices are adjusted based on location, factoring in shipping costs, demand, and regional market conditions.

__________ – Setting prices just below whole numbers (e.g., $9.99 instead of $10) to make it seem cheaper. Designed to influence buyer’s emotions and encourage quick purchasing.

Choices:

Geographic Pricing

Psychological Pricing

A

Answer Key:

Geographic Pricing

Psychological Pricing

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6
Q

______________ measures how demand for a product or service responds to price changes. Understanding this helps businesses adjust their pricing
strategies effectively to boost revenue and profit.

A

Price elasticity of demand (PED)

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7
Q

__________ – Demand changes significantly when prices change. Example: Luxury goods, electronics, dining out. Customers can easily find cheaper options.

__________ – Demand remains stable even with price changes. Example: Necessities like gas, medicine, utilities. Consumers keep purchasing, even with higher prices, as there are few alternatives.

Choices:

Elastic Demand

Inelastic Demand

A

Answer Key:

Elastic Demand

Inelastic Demand

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8
Q

______________ involves setting prices according to their competitors to attract customers. However, ______________ can occur when businesses continuously lower their
prices to outbid each other, which can harm profits and cause market instability.

A

Competitive Pricing/ price wars

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9
Q

Competitive Pricing
__________ – The goal is to set prices at or slightly below competitors’ to attract more customers and increase market share. However, constantly changing prices to stay competitive can lead to lower profit margins.

__________ – Begins when one company lowers its prices to gain customers, and competitors follow. This results in lower prices, shrinking profits, and can push weaker businesses out of the market.

Choices:

Competitive Pricing

Price Wars

A

Answer Key:

Competitive Pricing

Price Wars

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10
Q

B. Competitive Pricing Tactics
__________ – The company matches or lowers a competitor’s price to attract non-conscious customers. This works well in markets where products are similar.

__________ – Set a low initial price for early adopters, and the price is gradually lowered to attract more price-sensitive customers.

__________ – Prices are adjusted based on demand, customer behavior, or time to maximize revenue by targeting different customer segments.

__________ – A low starting price is set to quickly gain market share, then raise the price as the product becomes more popular.

__________ – Offering temporary discounts or sales to create urgency and boost short-term sales.

Choices:

Price Matching

Price Skimming

Dynamic Pricing

Penetration Pricing

Promotional Pricing

A

Answer Key:

Price Matching

Price Skimming

Dynamic Pricing

Penetration Pricing

Promotional Pricing

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11
Q

Risks and Benefits of Matching Competitor Prices
__________ – Matching competitors’ prices can boost customer satisfaction and build loyalty among price-sensitive customers.

__________ – Helps businesses stay competitive by keeping their products appealing in price-driven markets.

__________ – Constantly adjusting prices can reduce profit margins, especially for businesses with already thin margins.

__________ – Can lead to a cycle of price cuts, increasing market rivalry and making it harder for businesses to maintain their position.

__________ – Requires continuous monitoring and adjustment, demanding effort and resources that may not support long-term goals.

Choices:

Price Matching Benefits

Price Matching Risks

A

Answer Key:

Price Matching Benefits

Price Matching Benefits

Price Matching Risks

Price Matching Risks

Price Matching Risks

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12
Q

D. Risks and Benefits of Price War
__________ – Competitive pressure can lead to product improvements and innovations.

__________ – Drives prices down, benefiting customers.

__________ – Can increase the variety of supplier options for consumers.

__________ – Lowering prices too much can significantly hurt profit margins.

__________ – Products may become seen as interchangeable, reducing brand loyalty.

__________ – Prolonged price wars can cause business closures and market disruption.

Choices:

Price War Benefits

Price War Risks

A

Answer Key:

Price War Benefits

Price War Benefits

Price War Benefits

Price War Risks

Price War Risks

Price War Risks

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13
Q

__________ involves setting product prices in different countries, taking into account factors like local economies, currency fluctuations, cultural differences, and
regulations

A

International pricing

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14
Q

A. Global Pricing Considerations
__________ – Exchange rates can affect prices. A strong local currency may require lower prices to remain competitive.

__________ – Consumer preferences and value perceptions vary by region, so a pricing strategy that works in one country might need adjustments in another.

__________ – Pricing laws differ worldwide, including rules on price fixing, price controls, and other pricing restrictions.

__________ – Language barriers can affect marketing and pricing, as cultural nuances affect value perception.

__________ – Different regions have varying distribution methods (e.g., retailers, wholesalers, online platforms), affecting pricing based on costs and margins.

Choices:

Currency Fluctuations

Cultural Differences

Legal Issues

Language and Communication

Distribution Channels

A

Answer Key:

Currency Fluctuations

Cultural Differences

Legal Issues

Language and Communication

Distribution Channels

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15
Q

B. Currency, Taxes, and Regulations Impacting International Pricing
__________ – Currency fluctuations can affect pricing, so businesses need to monitor exchange rate trends to maintain stable prices.

__________ – Vary by country and can raise product prices due to added costs.

__________ – Each market has its own pricing laws and rules on tariffs and consumer protection, which must be followed to avoid legal issues.

Choices:

Exchange Rates

Import Duties and Taxes

Local Regulations

A

Answer Key:

Exchange Rates

Import Duties and Taxes

Local Regulations

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16
Q

_________________
involves how companies deliver
messages to promote their
products, services, or brand. It
combines different media and
techniques—from traditional
advertising to digital channels
—to inform, influence, and
engage customers. The goal is
not just to reach customers but
to create a consistent brand
presence across all channels.

A

Marketing Communications

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17
Q

A. The Communication Process
__________ – This is typically the company or brand that creates the message to be communicated.

__________ – The actual content being communicated, which could be verbal, written, or visual.

__________ – The channel through which the message is delivered, like TV, social media, email, or print.

__________ – The target audience who receives and interprets the message.

__________ – The response from the receiver, which could include a purchase, an inquiry, or other actions.

__________ – External factors that may interfere with the message, such as distractions or misunderstandings.

Choices:

Sender

Message

Medium

Receiver

Feedback

Noise

A

Answer Key:

Sender

Message

Medium

Receiver

Feedback

Noise

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18
Q

B. The Marketing Communication Mix
__________ – Paid messages delivered through platforms such as TV, radio, digital ads, and print media to build awareness and influence behavior.

__________ – Temporary incentives like discounts, coupons, or contests designed to drive immediate sales and boost engagement.

__________ – Direct, one-on-one communication between a salesperson and a customer, effective for high-value or complex products.

__________ – Builds brand credibility by managing media relationships and generating positive press to foster long-term trust.

__________ – Personalized communication through email, telemarketing, and direct mail; highly targeted and measurable.

Choices:

Advertising

Sales Promotion

Personal Selling

Public Relations (PR)

Direct Marketing

A

Answer Key:

Advertising

Sales Promotion

Personal Selling

Public Relations (PR)

Direct Marketing

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19
Q

_____________ covers the entire process, from recognizing a need to
discarding a product. It involves decision-making, product usage, and how
emotions, beliefs, and personal factors influence choices

A

Consumer behavior

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20
Q

_______________ focuses on the mental processes behind purchasing decisions, examining how emotions, thoughts, and social factors shape purchasing decisions.
It looks at how consumers evaluate, compare, and select products based on their perceptions and beliefs.

A

Consumer psychology

21
Q

Understanding Consumer Psychology and Decision-Making
__________ – Buying decisions are often driven by the desire to meet basic or emotional needs, like hunger or self-esteem.

__________ – Consumers interpret product information based on past experiences and attitudes, which influences how they perceive a brand.

__________ – Factors like peer recommendations, social media, and advertising play a key role in shaping consumer choices.

Choices:

Motivation

Perception

Social Influence

A

Answer Key:

Motivation

Perception

Social Influence

22
Q

B. Segmentation, Targeting, and Positioning in Marketing
__________ – The process of dividing a broad market into smaller groups based on common traits like demographics, geography, interests, or behaviors.

__________ – Involves choosing the most promising segments to prioritize and creating tailored marketing campaigns for them.

__________ – Shaping how a product or brand is perceived by clearly conveying its unique value and benefits to the target audience.

Choices:

Segmentation

Targeting

Positioning

A

Answer Key:

Segmentation

Targeting

Positioning

23
Q

The _____________ is a series of steps that consumers follow when deciding whether to purchase a product or service.

A

buyer decision process

24
Q

C. The Buyer Decision Process and the Role of Marketing Communications
__________ – The stage where a consumer realizes they have a need or problem that requires attention.

__________ – The consumer begins seeking information to find solutions, often through online searches, reviews, or recommendations.

__________ – The stage where consumers compare various products or brands to determine the best option.

__________ – The consumer makes the final buying decision based on the information gathered and comparisons made.

__________ – The consumer evaluates their satisfaction with the purchase, which can influence future buying behavior.

Choices:

Purchase Decision

Evaluation of Alternatives

Problem Recognition

Post-Purchase Evaluation

Information Search

A

Answer Key:

Problem Recognition

Information Search

Evaluation of Alternatives

Purchase Decision

Post-Purchase Evaluation

25
______________ is the process of creating effective, clear, and consistent messages that convey a brand’s purpose, values, and vision to its audience. The goal is to craft messages that resonate on a deeper level, build trust, and motivate the audience to take action, whether that’s making a purchase, signing up, or simply engaging with the brand.
Message development
26
A. Elements of a Strong Message Development Strategy __________ – Understanding audience demographics, needs, and preferences to tailor effective communication. __________ – Creating a structured plan or outline to maintain clarity and focus in messaging. __________ – Selecting the most effective platforms to reach and engage the intended audience. __________ – Defining the central themes or takeaways that reflect the brand’s values and objectives. Choices: Message Mapping Core Messages Audience Analysis Channel Selection
Answer Key: Audience Analysis Message Mapping Channel Selection Core Messages
27
A. AIDA Model – Crafting Persuasive Marketing Messages __________ – Capture the audience’s attention with catchy headlines or visuals. __________ – Maintain engagement with relevant, valuable content that speaks to the audience’s needs. __________ – Create a strong emotional connection by highlighting the product’s benefits. __________ – Prompt the audience to take action, like making a purchase or signing up for more details. Choices: Action Desire Interest Attention
Answer Key: Attention Interest Desire Action
28
Emotional Appeal vs Rational Appeal __________ appeal uses emotions like fear, joy, or sympathy to connect with the audience and influence their actions. __________ appeal relies on logic, facts, and evidence to persuade, helping consumers make informed decisions. Choices: Emotional Rational
Answer Key: Emotional Rational
29
______________ in content marketing is a powerful strategy to connect with consumers, build trust, and differentiate a brand from competitors. By weaving a narrative into your marketing efforts, you can engage your audience emotionally, foster loyalty, and create a memorable brand identity.
Storytelling
30
Fill in the Blanks: Roles of Storytelling in Content Strategy __________ & Connection: Storytelling grabs attention and fosters a deeper emotional bond with the audience. Brand __________: Helps set your brand apart with a unique and relatable identity. Building Trust & __________: Encourages repeat engagement and lasting brand relationships. Simplifying __________ Information: Makes complex or technical ideas easier to understand. Choices: Differentiation Loyalty Engagement Complex
Answer Key: Engagement Differentiation Loyalty Complex
31
A. Types of Media Channels: Traditional vs. Digital _____________, like TV, radio, print (newspapers, magazines), and outdoor ads, are typically known for their wide reach, making them effective for targeting mass audiences. They are often viewed as more credible, especially by older generations, and they can create a sense of authority and professionalism for a brand. However, traditional media is usually more expensive, takes longer to produce, and has limited opportunities for audience interaction, making it harder to engage consumers in real time or personalize content. _____________________, such as websites, social media, podcasts, blogs, and streaming platforms, offer a more targeted and flexible approach. Marketers can target specific groups based on interests, behaviors, and online activity. Digital media is more cost-effective, offering the ability to make quick updates and changes to campaigns, and offering interactive, personalized content. With real-time engagement and instant feedback, allows for ongoing conversation with consumers, making it easier to track results and adjust strategies quickly.
Traditional media channels Digital media channels
32
B. Media Selection Criteria (Reach, Frequency, Impact) _________ – The total number of people exposed to an ad at least once. _________ – The average number of times an individual is exposed to the ad. _________ – The effect of the message on audience behavior, awareness, or attitude. Choices: reach, frequency, impact Answers: reach frequency impact
Answers: reach frequency impact
33
C. Media Buying and Negotiation Strategies _________ – Combine different media types (e.g., digital, print, TV) to get discounts. _________ – Secure the best research and audience insights to improve ad placement. _________ – Plan for when and where ads will appear to maximize relevance and impact. _________ – Work with media companies to secure a deal that includes multiple platforms or offer better value. _________ – Use off-peak advertising slots or non-traditional methods to save costs. _________ – Collaborate with influencers or unconventional channels to expand reach and reduce expenses. _________ – Adjust deals as your campaign progresses and budgets grow. Choices: Negotiate Research Consider Ad Position & Timing Renegotiate as Spend Increases Consider Flexible Options Negotiate Packages Bundle Channels Bring in Non-Traditional Partners
Answers: Bundle Channels Negotiate Research Consider Ad Position & Timing Negotiate Packages Consider Flexible Options Bring in Non-Traditional Partners Renegotiate as Spend Increases
34
____________ is a strategy that ensures a consistent brand message across various channels, including advertising, social media, and public relations. It helps brands connect with their audience, reinforce their identity, and optimize resources. It combines data analysis, strategic planning, and continuous monitoring to improve marketing results.
Integrated Marketing Communications (IMC)
35
__________ ensures the brand’s message is clear and cohesive, helping avoid mixed signals or confusion. __________ strengthens a consistent brand image that boosts recall and fosters trust across different platforms. __________ streamlines marketing efforts by removing redundant messages, optimizing resource use. __________ fosters ongoing connections with customers through relevant and consistent communication. __________ allows brands to stand out and differentiate themselves in a competitive marketplace. __________ leverages customer data to personalize marketing efforts and cater to specific needs. __________ prioritizes long-term customer satisfaction and loyalty with customers. __________ encourages cooperation among various teams (e.g., marketing, sales, public relations) to align efforts. __________ helps brands maintain relevance in both traditional and digital media channels. Choices: A. Brand Recognition B. Navigating the Digital World C. Relationship Building D. Consistency E. Cost-Effectiveness F. Competitive Advantage G. Data-Driven Strategy H. Collaboration Across Teams I. Customer Engagement
Answer Key: D. Consistency A. Brand Recognition E. Cost-Effectiveness I. Customer Engagement F. Competitive Advantage G. Data-Driven Strategy C. Relationship Building H. Collaboration Across Teams B. Navigating the Digital World
36
__________ is a clear, detailed strategy outlining campaign objectives, the target audience, and core messaging. It ensures all marketing efforts are aligned with business goals and creates a consistent approach across all channels. __________ simplify and automate tasks like email campaigns and social media posts, ensuring timely, consistent messaging and minimizing errors while maintaining a steady flow of communication. __________ help businesses refine targeting and messaging based on audience preferences and behavior, which helps increase engagement and conversions. __________ means continuously tracking campaign performance to identify what’s working and making necessary adjustments to keep the strategy aligned with customer expectations. Choices: A. Ongoing Monitoring and Adjustment B. Marketing Automation Tools C. Data-Driven Decisions D. Comprehensive Marketing Plan Answer Key: D. Comprehensive Marketing Plan B. Marketing Automation Tools C. Data-Driven Decisions A. Ongoing Monitoring and Adjustment
Answer Key: D. Comprehensive Marketing Plan B. Marketing Automation Tools C. Data-Driven Decisions A. Ongoing Monitoring and Adjustment
37
___________ focuses on promoting intangible services, such as healthcare, education, and entertainment. Unlike physical products, services are experiences customers pay for but do not own. The goal is to communicate the value of these services, build customer trust, and encourage loyalty. Marketers emphasize the quality, benefits, and emotional aspects of the service to meet customer needs and differentiate from competitors. ____________, on the other hand, is focused on advancing a cause or mission. It includes both traditional methods like print and events, as well as digital channels like social media and email. The main objective is to strengthen the organization’s image, connect with the community, and drive engagement to further its mission. Service marketing Nonprofit marketing
Service marketing Nonprofit marketing
38
Key Characteristics of Services – __________ means services cannot be touched or seen before use, making strong branding and trust essential. __________ refers to the fact that services are produced and consumed simultaneously, making provider interaction important. __________ shows how the quality of service may change depending on who provides it and when or where it's provided. __________ indicates that services cannot be stored for later use, prompting marketers to manage demand effectively. Choices: A. Intangibility B. Perishability C. Variability D. Inseparability
Answer Key: A D C B
39
The 7 Ps of Service Marketing – Fill in the blanks __________ is about the intangible value or outcome the customer gains from the service, including supplementary or emotional benefits. __________ can shape how customers perceive service quality and must balance costs, competition, and customer expectations. __________ refers to the accessibility and convenience of the service, whether through physical location or online presence. __________ aims to raise awareness and highlight the uniqueness of the service using tools like social media or reviews. __________ are crucial in delivering a positive experience, as well-trained and friendly staff greatly influence customer satisfaction. __________ focuses on consistency and efficiency in service delivery, helping to ensure a smooth and reliable customer experience. __________ provides tangible cues (like ambiance, uniforms, or printed materials) to reassure customers about service quality. Choices: A. People B. Process C. Product D. Price E. Promotion F. Physical Evidence G. Place
Answer Key: C D G E A B F
40
___________ is about promoting a cause, advancing the mission, and engaging supporters like donors, volunteers, and advocates. Unlike forprofit marketing, which focuses on sales, nonprofit marketing seeks to raise awareness, inspire action, and build lasting relationships. It highlights emotional connections, shows the impact of support, and clearly communicates how their involvement drives change.
Nonprofit marketing
41
Key Elements of Nonprofit Marketing Strategies – Fill in the blanks __________ focuses on promoting the nonprofit’s cause and aligning with audience values, distinguishing it from for-profit goals. __________ uses emotional storytelling and visuals to highlight outcomes and show how contributions create impact. __________ strengthens connections through personalized content, transparency, and regular updates that drive long-term engagement. Choices: A. Building lasting relationships with donors and supporters B. Mission-driven marketing C. Creating compelling, impact-focused messages
Answer Key: B C A
42
Leveraging Platforms Like Facebook, Instagram, and X – Fill in the blanks __________ is ideal for real-time updates and trending hashtags that build quick conversations and momentum around a cause. __________ allows nonprofits to reach a large audience through donation drives, content sharing, and live streaming, especially among users aged 25–35. __________ is a visual-centric platform best for engaging younger audiences with impactful stories, videos, and donation stickers. Choices: A. Instagram B. Facebook C. X (formerly Twitter)
Answer Key: C B A
43
_____________Platforms such as GoFundMe, Kickstarter, and nonprofit-specific sites allow you to launch campaigns that are easily shareable across social media. These campaigns provide an opportunity for nonprofits to raise funds directly from supporters and their networks ___________Email is an affordable and effective way for nonprofits to engage with their audience. By personalizing messages, segmenting your contacts, and creating targeted campaigns, nonprofits can strengthen relationships, encourage donations, and keep supporters involved. Regular updates, special appeals, and clear calls to action (CTAs) are key to retaining donors. crowdfunding email marketing
crowdfunding email marketing
44
C. Tips for Creating Content that Resonates with Supporters __________: Use storytelling to forge an emotional connection with your audience. Highlight success stories, testimonials, and the real-world impact of donations to show how supporters are making a real difference. __________: Create engaging visuals like videos, infographics, and images that communicate your message clearly. Visual content tends to capture attention more than text alone. __________: Encourage your supporters to contribute their own content, such as photos or experiences. Use social media to facilitate conversations, respond to comments, and cultivate an engaged community. __________: Keep your supporters informed about how their donations are being used. Transparency builds trust and long-term relationships. __________: Whether through social media posts or email campaigns, always include a clear CTA, prompting people to donate, volunteer, or help spread the word. Choices: a) Be Transparent b) Include Clear Calls-to-Action c) Share Compelling Stories d) Engage Your Community e) Visual Content
Answer Key 1 — c) Share Compelling Stories 2 — e) Visual Content 3 — d) Engage Your Community 4 — a) Be Transparent 5 — b) Include Clear Calls-to-Action
45
Understanding Service Quality vs. Customer Satisfaction __________ is the objective measure of how well a service meets standards such as reliability, responsiveness, and empathy. It focuses on performance, consistency, and accuracy, aiming to meet or exceed customer expectations. High service quality delivers a reliable, efficient experience tailored to customer needs, with clear criteria to evaluate how well the service fulfills its promises. __________ is a subjective measure that reflects an individual’s personal experience with a service. It reflects whether the service met, exceeded, or didn’t live up to their expectations. Unlike service quality, which is objective, satisfaction is shaped by the customer’s emotions, perceptions, offering insight into how content the customer is with the overall experience. Choices: a) Customer Satisfaction b) Service Quality
Answer Key 1 — b) Service Quality 2 — a) Customer Satisfaction
46
Collecting and Analyzing Feedback __________: A widely used method for assessing service quality by comparing what customers expect with their actual experience. It evaluates five key dimensions: Reliability (service consistency), Assurance (employee knowledge and trust), Tangibles (physical aspects like facilities), Empathy (personal attention to customers), and Responsiveness (speed of service). Using this method helps businesses pinpoint areas where their service falls short and improve alignment with customer expectations. __________: Post-service surveys, such as Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS), provide quick insights into customer satisfaction and loyalty. CSAT measures how satisfied customers are with a specific service interaction, while NPS measures how likely customers are to recommend the service to others. __________: These can be both online and offline forms that allow customers to offer detailed feedback on various aspects of the service. They give more in-depth insights than simple ratings, helping organizations better understand customer experiences. __________: One-on-one interviews give you a chance to explore customers' personal experiences more deeply. They can uncover emotional drivers, detailed pain points, and specific expectations that may not come through in surveys or forms. __________: Using mystery shoppers or third-party evaluators, who experience the service firsthand, offering unbiased feedback. This method is useful for spotting inconsistencies in service delivery and identifying areas where employees may fall short. __________: Tracking customer sentiment on social media platforms such as Facebook and Twitter allows you to gauge public perception in real-time. By addressing issues quickly, this method helps protect your brand reputation and build customer trust. Choices: a) Customer Interviews b) Social Media Monitoring c) Feedback Forms d) Mystery Shopping e) Surveys f) SERVQUAL
Answer Key 1 — f) SERVQUAL 2 — e) Surveys 3 — c) Feedback Forms 4 — a) Customer Interviews 5 — d) Mystery Shopping 6 — b) Social Media Monitoring
47
Driving Continuous Improvement and Loyalty __________: These are essential for understanding the needs of supporters. Regularly collecting insights through surveys, interviews, and social media helps nonprofits stay attuned to their audience. Offering easy-to-use feedback channels ensures that concerns are heard, while analyzing the responses helps identify trends and areas for improvement. __________: This is crucial for upholding service quality. By training staff on service standards and encouraging them to address concerns quickly, nonprofits can ensure more efficient service. Recognizing employees who go the extra mile also helps foster a culture of exceptional service. __________: Adopting a continuous improvement approach, such as the PDCA cycle (Plan-Do-Check-Act), allows nonprofits to make iterative changes that improve service over time. Regularly reviewing processes helps address service gaps and meet customer expectations, driving consistent improvements in the overall service experience. Choices: a) Continuous Improvement Methodology b) Employee Empowerment and Training c) Customer Feedback Mechanisms
Answer Key 1 — c) Customer Feedback Mechanisms 2 — b) Employee Empowerment and Training 3 — a) Continuous Improvement Methodology
48