The Net Promoter Score is calculated by subtracting_from_（）
A. promoters; detractors
B. detractors; promoters
C. detractors; passively satisfied customers
D. passively satisfied customers; detractors
E. passively satisfied customers; promoters
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A company’s__ includes all the experiences the customer will have on the way to obtaining and using the offering（）
A. value proposition
B. value delivery system
C. customer-value analysis
D. total customer benefit
E. total customer cost
Total customer satisfaction is measured based on the relationship of__（）
A. expected value and total customer benefit
B. perceived performance and expectation
C. advertised outcomes and real outcomes
D. past experience and present experience
E. customer attitude and salesperson’s attitude
__ is the difference between the prospective customer’s evaluation of all benefits and all costs of an offering and the perceived alternatives（）
A. Perceived usefulness
B. Failure avoidance rate
C. Total customer benefit
D. Customer-perceived value
E. Competitors’ market share rate
TBS Bikes has recently introduced a series of bikes called Surami. The core positioning of TBS Bikes is “speed.” Surami is a five-gear bike, and apart from speed, the company promises to include other
A. total customer cost
B. customer-perceived value
C. value-delivery system
D. value proposition
E. total customer benefit
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