BEN1 / Voc. 12-28
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all words 2/2
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Flashcards
highly motivated
very enthusiastic and wanting to do something
in contact with
to have a relationship with
intagible
impossible to see, touch or describe exactly
marketing mix
the factors that companies use in different combinations for encouraging different types of people to buy something
offer
a product or service that a company offers
offering
a product or service that a company offers
outlet
a place where people can buy a company's products
people
a feature of marketing that involves finding the right people to sell a product
physical evidence
what the customer can see or experience whtn using a service
place
a feature of marketing that involves finding the right places in which to sell a product and ways of doing it
pricing
saying what the price of something is
process
a series of actions that you take to achieve a result
product
something that is made to be sold
promotion
all the activiteis that are done to support a product, for example advertising, and service after someone has bought the product
sales process
the process of selling somehting
sales support
help and advice that is given to customers who buy something
well-trained
having had a good level of training
churn
the number of customers who decide to stop using a service offered by one company and to use another company, usually because it offers a better service or price
communication
the act of sharing information with other people by talking, writing, etc.
convience
the fact of being easy to do, get or use
customer allegiance
when someone continues to buy a product or service from the same company
customer base
the group of people who buy products or services from a company
customer cost
the price paid by the customer for the product, including the 'price? related to not buying another product of the same or another type
customer defection
when a person stops buying a company's products or services
customer delight
great satisfaction that someone has with a company's product
customer dissatisfaction
when customers are not satisfied with a company's products
customer focus
when a company thinks mainly about its customers and what they want
customer loyality
when someone continues to buy a product or service from the same company
customer orientation
when a company thinks mainly about its customers and what they want
customer retention
the degree to which customers sontinue to buy from a company
customer satisfaction
satisfaction that customers have with a company's products or services
customer solution
the act of offering the right combination of products and ervices for a particular customer's needs
exceed expectations
to be greater than an amount, limit, etc. that you expected
expectations
what people think a product should give them
fall below expectations
if a product falls below expectations, it doesn't meet the consumer needs
four Cs
a marketing method of looking at things from the customer's viewpoint
involve
to take part in something
involvement
the degree to which you take part in something
lost customer analysis
the process of asking customers why they have stopped using a particular supplier or stopped buying a particular product etc.
loyality card
a plastic card that allows you to collect points when you buy things from a particular company. You can use these points to buy things more cheaply
