问题 问答题 简答题

简述适合客户关系管理的客户细分的方式

答案

参考答案:

(1)根据客户与企业的关系进行细分:①一般客户;②企业客户;③渠道、分销商和代销商;④内部客户。

(2)根据客户的价值进行细分:①VIP客户;②主要客户;③普通客户;④小客户。

构成一个“金字塔”式的客户模型。

(3)根据企业产品服务的角度进行分类。各类客户的购买目的不同,必然影响到其对企业产品和服务的要求也有所不同。如零售消费者要求产品质量好、价格低、外形好、售后服务完善;企业客户要求产品的兼容性高、质量好;等等。

(4)依据企业对客户的不同反应,可将客户分作以下几类:①屈从型;②关怀型;③适应型;④冷漠型。

完形填空

Ⅲ. Reading Comprehension: 35%

Part A: Cloze Test 15%

Competition for admission to the country’s top private schools has always been tough. This is spreading from Manhattan to the rest of the country. Precise 50 data on private schools are unavailable, but interviews with representatives of independent and religious schools all told the same 51: too many applicants, higher rejection rates. Surveys indicate that Americans’ No. 1 52 is education. 53 the long economic boom(繁荣) has given parents more income, many are turning to private schools, even at price tags of well over $10,000 a year. “We’re getting applicants from a broader area, 54, than we ever have in the past,” said Besty Haugh of the Latin School of Chicago, which experienced a 20 percent increase in 55 this year.

The problem is that while demand has increased, supply has not. “Every year, there are a few children who do not find places, but this year, for the first time that I know of, there are a(n) 56 number of children who don’t have places,” said Krents, who also heads a private-school admissions group in New York.

So what can parents do to give their 4-year-old a(n) 57? Schools know there is no simple way to pick a class when children are so young. Many schools give preference to boys or girls or alumni(校友) children. Some use lotteries. But most rely on a 58 of subjective and objective measures: tests that at best 59 developmental maturity and learning potential, interviews with parents and observation of applicants in classroom settings. They also want a diverse mix. Children may end up on a waiting list simply because their birthdays 60 at the wrong time year, or because too many applicants were boys.

The worst thing a parent can do is to pressure preschoolers to perform --- 61, by pushing them to read or do math exercises 62 they’re ready. Instead, the experts say, parents should take a breath and look for 63. Another year in preschool may be all that’s needed. Parents, meanwhile, may need a more 64 mind about relatively unknown private schools --- or about magnet(具有吸引力的)schools in the public system. There’s no sign of the private-school boom letting up.

50. A. traditional                B. current                                   C. processed                 D. average

51. A. story                       B. advice                             C. context                     D. promise

52. A. venture                    B. concern                           C. occupation                D. interest

53. A. For that                   B. So that                                   C. Now that                  D. After that

54. A. intellectually            B. psychologically                C. commercially            D. geographically

55.   A. applications             B. locations                         C. schools                     D. admissions

56.   A. considerate               B. inadequate                       C. significant                D. moderate

57.   A. advantage                 B. skill                                C. place                        D. school

58.   A. choice                      B. mix                                C. preference                D. base

59.   A. identify                    B. exploit                                  C. employ                    D. confirm

60. A. set                           B. fix                                  C. date                         D. fall

61. A. in a word                 B. to a great extent               C. in any case               D. for example

62. A. when                       B. since                               C. before                      D. until

63.   A. occasions                 B. competitions                    C. alternatives               D. pressures

64.   A. open                        B. closed                             C. active                       D. secret 

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