CMMI Exam (part 1 of 2)

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Across
  1. 1. Metaphorically, what holds brand-related information and market impressions of the brand.
  2. 3. Potentially effective promotional tools for prospective customers categorized near the narrow end of the marketing funnel.
  3. 5. Jobs today that require no interaction with other people.
  4. 6. Described as the flour in the customer retention cake mix.
  5. 9. Fifth step in the management process.
  6. 14. Encouraging customers to collect items of merchandise in a series is an example of _____ purchases.
  7. 16. Apparently Dr. Martin’s pet “P.”
  8. 17. Highly-relevant proposed element of the marketing mix for service organizations.
  9. 18. Approximate percentage increase in profitability for firms that improve their customer retention rate from 80 to 85 percent.
  10. 20. Expressions of gratitude help to _____ relationships with customers.
  11. 22. Decision-making should not rely solely on this when the possible consequences of poor decisions can be costly.
  12. 24. Organizations customize a unique marketing mix for each of their ________ markets.
Down
  1. 2. Frederick gained a competitive advantage in the marketplace when he began including ______ with some of the hardware items his company sold.
  2. 4. Producers of these don’t really have buffer inventories to rely upon during peak demand periods.
  3. 7. Customers’ loyalty to a brand quite often starts much earlier than this.
  4. 8. All organizations do this.
  5. 10. Managers who subscribe to the philosophy of ______ marketing are likely to believe that customer-contact employees will take care of customers when they (managers) take care of the employees.
  6. 11. Proposed “P” that represents the creative aspects of marketing.
  7. 12. A food company that introduces new flavors or new recipes for its brands may be attempting to increase customers’ level of _______.
  8. 13. Involves identification of gaps between planned objectives and outcomes.
  9. 15. ______ is an acronym that represents four categories of challenges that service marketers often face.
  10. 19. It is usually easier to prevent customers from _______ than it is to get them back after they’ve already done so.
  11. 21. It may take years to build ______, but only an instant to destroy it.
  12. 23. On average, U.S. companies lose about _____ percent of their customers annually.