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3) What makes customer retention among the most crucial factors for the success of a company?
A. The estimation of customer acquisition costs is becoming more and more important.B. The probability of selling products to current customers is not as high as that to potential customers.
C. The high customer retention rate can negatively affect the company's reputation.
D. The expense to attract new customers is great while the likelihood of selling products to them is not significant.
4) What has Patagonia portrayed itself to customers?
A. a company that is aware of the environment
B. a modern and successful clothing company
C. a leading company in the field of environment D. a company that produces recycled products
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A. Their products are environmentally friendly.
5) What is a similarity among the three mentioned businesses?
B. They are recently established businesses.
C. Their success results from creating good experience to costumers.D. Their upper-class customers contribute to their high turnover.
6) What does the phrase HITTING IT OUT OF THE PARK in section 1 most likely mean?
A. being out of the market
B. doing something very well C. overcoming lots of challenges
D. making little improvement
7) What helped T-mobile succeed in entering their target market?
A. They provided relatively cheap service to their customers.
B. Their products had many attractive functions.
D. Their mobile service required no official written agreement.
C. They send weekly follow-up emails to their customers.
8) Which of the followings may not be TRUE about Starbucks?
A. It sends updates to customers via emails regularly.
B. It is considered a cultural icon.
C. It reaches customers through different social networking sites.
D. It encourages customers to use social media more.
