CMMI Exam (part 2 of 2)

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Across
  1. 3. This approach is helpful in understanding the general process by which prospective customers transition into customers.
  2. 4. The marketing ________ is to ensure that the organization has customers.
  3. 6. These criteria may be used in an organization by decision-makers, but are not always defensible.
  4. 7. The difficulty buyers often have in fully evaluating a service prior to purchase stems from the ______ challenge.
  5. 9. Step in the management process in which objectives are typically established.
  6. 10. The marketing mix consists of the major categories of the most ____________ factors that affect marketing performance.
  7. 11. The importance of service providers’ interpersonal skills is accentuated in businesses where customers and employees must interact with each other to co-create the service. This phenomena has to do with the _______ challenge.
  8. 14. When the ideal target market is not known, organizations sometimes use ______ appeals to allow likely customers to self-select into what becomes a more precisely-defined target market in the future.
  9. 15. These costs are paid by customers and could be monetary or nonmonetary.
  10. 16. What was once thought of in terms of handling customer complaints is now thought of in terms of service ________.
  11. 17. He first asserted that “the customer is always right.”
Down
  1. 1. The heterogeneity challenge faced by services marketers is often attributed to the _______ element involved in the delivery of services.
  2. 2. This environment includes an ever-changing world of evolving technologies, demographic shifts, emerging social trends and economic fluctuations, among other characteristics.
  3. 3. Quick action is recommended when marketers see a red one of these.
  4. 5. The importance of managing the timing of capacity and demand in a service business stems from the service challenge known as _______.
  5. 8. This type of management is often used by service organizations. It refers to the series of interrelated action steps involved in the provision of a service.
  6. 12. Suppose that a significant number of a shopping mall’s customers avoid the mall at certain times of the day or days of the week because they claim that too many “undesirables” visit the mall during those time periods. This phenomenon could be attributed to a(n) _______ customer mix.
  7. 13. The _______ of survey questions affects the way surveyed respondents respond.
  8. 15. These present challenges for advertisers because pictures of them can’t be shown in print, on television or through social media.