Across
- 5. the capability to produce products or services more efficiently and economically than the competition
- 6. an attempt to appeal to a large, general group of consumers
- 11. when consumers spend with little thought during emotional highs or lows
- 12. keeping the focus on satisfying customer needs; requires maintaining important relationships with customers
- 13. rate at which companies produce goods or services in relation to the amount of materials and number of employees utilized
- 14. the percentage of total sales of a product or service that a company expects to capture in relation to its competitors
- 16. a specific group of consumers a business wants to reach
Down
- 1. value of the next best alternative that you pass up when making a choice
- 2. a group of consumers within a larger market who share one or more characteristics
- 3. a culture that communicates values through high performance and excellent customer service
- 4. minimum sales required to cover all of the expenses of organizing, promoting, and running the event
- 7. all of the consumers who will purchase a product or service
- 8. the difference between customer expectations and the service that is actually received
- 9. when consumers recognize needs and wants, assess their priorities and budget, conduct research, compare alternatives, and then make purchases based on careful thought and sound reasoning
- 10. the value people believe they receive from a product or service
- 15. purchases based on consumer loyalty to a particular brand or product