__________ is defined as a business philosophy aimed at defining and increasing customer value in ways that motivate customers to remain loyal.
A) Lifetime value management
B) Customer orientation
C) Market orientation
D) Customer relationship management
E) Retention management
Question 2In maintaining and enhancing customer relationships, salespeople are involved in:
A) gaining commitment and not sales follow-up.
B) installing the product if it is technical in nature.
C) passing on customer complaints to higher authorities.
D) performing routine post-sale follow-up activities.
E) neglecting changes in the customer's situation.
Question 3A guarantee that applies only to specific steps or outputs in the service delivery process is called a(n) _____ guarantee.
A) conditional
B) implicit
C) specific result
D) unconditional
E) unsolicited
Question 4In times past, developing and implementing the right marketing strategy was all about __________. In today's economy, however, that emphasis has shifted to developing strategies that attract and retain customers over the long term.
A) aggressive direct selling in order to maximize sales volume
B) creating a large number of transactions in order to maximize the firm's market share
C) conducting extensive research to discover customer needs
D) making the highest quality product
E) making products of moderate quality that could be sold at the lowest possible price
Question 5Which of the following is a reason for the importance of assessing customer satisfaction?
A) Doing so helps build trust with the buyers.
B) Doing so provides competitor information.
C) It is not important as long as the company is profitable.
D) Assessing satisfaction is a ploy used to begin the next sales cycle.
E) Doing so increases a salesperson's competitiveness.
Question 6Federal Express publicly states that it guarantees overnight delivery. This type of guarantee is called a(n) _____ guarantee.
A) conditional
B) implicit
C) specific result
D) unconditional
E) unsolicited
Quick Reply
