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CUSTOMER SATISFACTION1. From the point of view of sellers …
2. Translate the sentences: 1.When a customer gets what he needed, there is customer satisfaction. 2.When customer expectations are exceeded, there may be delight, extreme satisfaction. 3.Customer delight is more than just mere satisfaction. 4.Dissatisfied customers do not complain, but just change suppliers. 5.Satisfied customers create new business by telling up to 12 other people, and dissatisfied customers will tell up to 20 people. 6.Getting repeat business is five times cheaper than finding new customers. 7.Customer retention, keeping existing customers is important for profitability. 8.Customer defection must be reduced as much as possible. 9.Companies prefer to keep existing companies and add more in order to build their customer base. 10.Excellent product quality has helped the company to build strong customer allegiance increasing market share.
3. Fill in the gaps with the words above the abstract: following choices speed final places prices tastes necessities information pay wants distribution Consumers — Convincing Them to Buy. Identify consumers Who will most likely buy the product, how often will they buy it, what price they are willing to (1)… , and where will they be buying it? Consumers have specific (2)… and needs. Their incomes vary from high to middle or low. They are given (3)… of thousands of products, from luxury items to basic (4)…. They have many different traditions and (5)… , ranging from ethnic to generic products. Consumers affect production decisions every day. Consumers are the (6)… buyers and users of products. The intent of any business is to make and sell a product. The manager must do the (7)… :
Managers have to get market (9)… in order to make the following day-to-day decisions:
4. AIDA AIDA is an acronym which represents the steps a marketer takes in order to persuade customers to buy a product or service.
Put the words in each sentence in the correct order: 1.attention attract must product the to We. 2.aware become of People brand the will. 3.an create in interest need product the to We. 4.an customers develop in interest product the to want We. 5.a desire develop must our own product to We. 6.People steps take it to try will. 7.action buy must prompt it to We.
UNIT 4 Date: 2015-01-12; view: 1832
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