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
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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
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
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