A salesperson should refrain from showing anger toward a customer unless the customer displays anger first.
Indicate whether the statement is true or false
Question 2_____ involves a partner's belief that an ongoing relationship is so important that it deserves maximum efforts to maintain it.
A) Trust
B) Relationship commitment
C) Relationship marketing
D) A strategic alliance
Question 3Each time a customer interacts with a member of the selling organization it is referred to as a moment of truth.
Indicate whether the statement is true or false
Question 4Which of the following are reasons for business marketers to employ relationship marketing activities?
A) Loyal customers are far more profitable than price sensitive customers.
B) Having strong relationships with customers can be hard for competitors to understand or duplicate.
C) Both loyal customers are far more profitable than price sensitive customers and having strong relationships with customers can be hard for competitors to understand or duplicate are true.
D) None of the answer choices.
Question 5Superior service quality is becoming an increasingly popular strategy for differentiation among many organizations.
Indicate whether the statement is true or false
Question 6_____ centers on all activities directed toward establishing, developing, and maintaining successful exchanges with customers and other constituents.
A) Relationship marketing
B) Transactional exchange
C) A strategic alliance
D) Buying centers
Question 7Moments of truth are important, but do not have any long-term impact on the relationship between the buyer and the seller.
Indicate whether the statement is true or false
Question 8When a business marketer demonstrates special skills in managing relationships with key customers or by developing innovative strategies with alliance partners, they are trying to create:
A) a collaborative advantage.
B) an equal advantage.
C) an arm's length transaction.
D) a transactional exchange.
E) None of the answer choices.
Question 9Seminars, training sessions, and social engagements are good ways for a salesperson to expand the collaborative involvement between his/her organization and customers.
Indicate whether the statement is true or false
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