The strategy for cultivating customer loyalty that assumes upper management's loyalty to employees ...

The strategy for cultivating customer loyalty that assumes upper management's loyalty to employees will be passed on by employees to customers is:
 A) developing a proper perspective.
  B) providing discretionary effort.
  C) leading through top-down loyalty.
  D) building trust through reliability.
  E) staying in touch.

Question 2

Frontline employees are the ones who usually implement the marketing strategy.
 
 Indicate whether the statement is true or false

Question 3

Customers do not care about slogans and service claims until something happens to them.
 
 Indicate whether the statement is true or false

Question 4

The strategy for cultivating customer loyalty that promotes the idea that the company exists to meet the needs and wants of its consumers is:
 A) developing a proper perspective.
  B) providing discretionary effort.
  C) providing incentives.
  D) building trust through reliability.
  E) staying in touch.

Question 5

Implementation refers to the what of the marketing plan.
 
 Indicate whether the statement is true or false

Question 6

The goal for salespeople is to meet customer expectations and not exceed them.
 
 Indicate whether the statement is true or false

Question 7

The strategy for cultivating customer loyalty that involves communicating to customers that the firm genuinely cares for their well-being is:
 A) developing a proper perspective.
  B) setting customer retention goals.
  C) staying in touch.
  D) building trust through reliability.
  E) providing discretionary effort.

Question 8

Out-of-stock items, malfunctioning websites, and unfriendly employees represent some common failures in marketing implementation.
 
 Indicate whether the statement is true or false