Which of the Following Set of Measures Are Appropriate in Monitoring

question 58

Multiple Choice

Which of the following set of measures are appropriate in monitoring 'customer retention'?

• A) Proportion of sales from existing customers, number of repeat purchases, sales growth from customers using loyalty cards
• B) Customer satisfaction rating, number of repeat purchases, customer acquisition costs
• C) Customer satisfaction rating, sales growth from customers using loyalty cards, customer profitability per quarter
• D) Proportion of sales from existing customers, market share, profit attributable to customers in the 21-30 age group

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Definitions:

Operant Conditioning

A method in which learning occurs by altering the level of a behavior through the application of reinforcers or punishments.

Immediate Reinforcement

The instant reward or punishment following a behavior, influencing the likelihood of that behavior's occurrence in the future.

Cognitive Processes

Mental activities that include thinking, knowing, remembering, judging, and problem-solving.

Operant Conditioning

An instructional process in which the magnitude of a behavior is fine-tuned by using positive or negative feedback.