Chapter 2 Putting the Customer First

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Across
  1. 2. Making a purchase based on careful thought and reasoning
  2. 5. When a company produces goods and services more efficiently than their competition
  3. 7. Based on consumer loyalty
  4. 8. Minimum sales required to cover all expenses
  5. 9. Value people receive from a product or service
  6. 10. The difference between customer expectations and what they actually receive
  7. 14. Cultures based on morales leading to high performance and customer satisfaction
  8. 15. Value of the next best alternative
Down
  1. 1. Consumer spending with little thought during emotional highs and lows
  2. 3. Specific group of consumers a business wants to reach
  3. 4. Percentage of total sales on company expects to capture in any given industry or segmentation
  4. 6. A business that keeps the focus on satisfying customer needs
  5. 11. Rate at which companies produce goods or services
  6. 12. Group of consumers who share one or more characteristic
  7. 13. Includes all consumers who purchase a certain product or service