When a Firm Begins to Charge High Fees for Additional

question 31

Multiple Choice

When a firm begins to charge high fees for additional services to non-profitable customers, it has determined that the __________ of those customers is too low to warrant added efforts at maintaining a relationship with them.

• A) client value
• B) lifetime value
• C) relational value
• D) market share
• E) 80/20 value

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Definitions:

Audience Reaction

Refers to the responses, whether emotional, cognitive, or behavioral, that individuals or groups display in response to a message, performance, or event.

Effectiveness

The degree to which something produces a desired result or outcome, often used as a measure of success or efficiency.

Receiver’s Smile

The smile on the face of a person who receives a gift, message, or any form of positive communication, indicating joy or appreciation.

Encoding

The process of converting data into a particular format for efficient transmission or storage.