____ are customers who leave due to relocation.

____ are customers who leave due to relocation.
 A) Price defectors
  B) Product defectors
  C) Service defectors
  D) Market defectors
  E) Technological defectors

Question 2

__________ refers to the degree of superiority of a firm's goods or services. It is a relative term because it can only be judged in comparison to competing products or when compared to an internal standard of excellence.
 A) Value
  B) Durability
  C) Quality
  D) Satisfaction
  E) Sustainability

Question 3

Even though salespeople are rarely responsible for installation, which of the following is a reason for them to be present when their products are being installed?
 A) This allows the salesperson the opportunity to sell the customer additional products.
  B) Installation teams usually do not possess the same relational skills that salespeople do.
  C) The salesperson may have to cover up installation- or order-processing mistakes.
  D) The salesperson can refer other salespeople to the buyer for additional follow-up sessions.
  E) This allows the salesperson to ask for a testimonial for future sales dialogues.

Question 4

While other defector types are primarily externally driven, these defectors leave as a result of problems with the internal operations of the firm.
 A) price defectors
  B) product defectors
  C) service defectors
  D) market defectors
  E) technological defectors

Question 5

What is the primary disadvantage associated with using financial incentives as a means of developing customer relationships?
 A) They take a long time to work.
  B) Customers may resist the use of financial incentives.
  C) They are highly expensive.
  D) They can be easily imitated.
  E) Customer trust is usually lacking.

Question 6

In the context of expediting orders and monitoring installation, salespeople:
 A) must track orders and inform customers when there is a delay.
  B) must not set estimates on product delivery dates.
  C) must not interfere with the installation team and the installation process.
  D) must not inform the customer about the reason for delay when the product is delivered.
  E) must wait till the delivery day to announce any delays.

Question 7

Although appropriate within the manufacturing sector, which of the following does NOT work well within the service sector?
 A) implicit guarantees
  B) defection management
  C) zero defects model
  D) zero defections model
  E) conquest marketing

Question 8

Which of the following relationship strategies is most likely to be used by a health club as it tries to create social bonds with its clientele?
 A) membership programs
  B) coupons
  C) personalized training
  D) customer reminder notifications
  E) family discount programs