Which of the following is not one of the typical customer complaints?
a. shipped incorrect order size
b. improper installation
c. price is too high relative to competition
d. invoice errors
e. All of these choices are typical complaints.
Question 2The tendency for earlier questions to affect respondent's answers to later questions is called question order bias.
a. True
b. False
Indicate whether the statement is true or false
Question 3People of the same ____ are at the same stage in life and, therefore, share many common symbols and memories, which may lead to similar consumption patterns.
a. age
b. gender
c. ethnicity
d. subculture
e. region
Question 4Nancy would like to spend more time performing relationship-enhancement activities with her clients. This means Nancy should be prepared to do all of the following except:
a. providing useful information.
b. expediting orders and monitoring installation.
c. taking her clients to lunch as often as possible in order to build good will.
d. correcting billing errors.
e. remembering the customer after the sale.
Question 5The words occasionally, sometimes, regularly and often are considered ambiguous.
a. True
b. False
Indicate whether the statement is true or false
Question 6The median age of African Americans who live in the United States is older than the median age of the overall U.S. population.
Indicate whether the statement is true or false
Question 7Serena, a salesperson for ADA Industrial Lighting, has a good system for keeping track of her customers' information. However, her information system is not integrated with her company's information system and that often creates problems with being informed about issues such as customer order times, inventory levels, and customer service history. Serena and her company (ADA) could probably benefit from:
a. installing and using customer relationship management (CRM) software.
b. giving Serena more control over her territory so she doesn't have to rely on her company for information.
c. giving Serena a cell phone so she can call to get the information when she needs it.
d. having Serena fill out more detailed call reports so that ADA has better insight into how Serena is managing her territory.
e. providing Serena with a client re-order monitoring (CRM) tool.
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