Anne is a frequent purchaser of Yoplait strawberry yogurt. For once, she decides to try a different flavored yogurt. Instead of trying out the flavors offered by competing brands, Anne selects a diffe
A. fallacy of proposition
B. associative networking
C. generalization
D. heuristic thinking
E. self-actualization
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A__ is a person, household, or company that over time yields a revenue stream that exceeds by an acceptable amount the company’s cost stream of attracting, selling, and servicing that customer（）
A. prospector
B. profitable customer
C. market challenger
D. market nicher
E. pioneer customer
Which of the following is TRUE for activity-based costing（）
ABC considers the real costs associated with each product
B. With ABC, the company can estimate all costs coming from the customer, less revenue
C. The tools of ABC can be used to conduct customer profitability analysis
D. It identifies the costs of products and services based on the revenue they generate
E. ABC allocates indirect costs in proportion to direct costs
Which of the following is the best method of recovering customer goodwill（）
A. sending service people to conduct door-to-door surveys
B. contacting the complaining customer as quickly as possible
C. identifying prospective customers from the customer database
D. customizing products according to individual customer need
E. defining and measuring the customer retention rate
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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