It is more expensive to find new customers than to get repeat business.

• True

• False

On average, 10% of a company's leads become customers.

• True

• False

Companies ask customers for comments on Twitter and Facebook.

• True

• False

CRM software helps companies make better long-term strategy decisions.

• True

• False

A company needs to spend money on finding new customers and keeping existing customers happy at the same time

• True

• False

Companies are spending ........ on customer service training.

• Enough

• Too much

• Too little

A company should contact customers .......

• when and how they want

• when and how you want

• when and how your boss want

You don't need to share your customers' .........

• Feelings.

• priorities.

• Opinions.

People prefer not to buy from someone they .....

• Like

• Look like

• Dislike

If a company needs to contact a thousand leads only to find just ten new customers, they are putting big investment in ...

• sales and products

• sales and marketing

• Products and marketing