BM Unit 3 Review

Which of the following is an example of a customer relationship management initiative:

• A “frequent-shopper” program

• Expansion of the product-development budget

In the modern business world, a growing number of interactions between businesses and customers are taking place

• in stores

• online

A main goal of customer experience management is creating

• new products

• word-of-mouth promotion

Having clear customer relationship management goals before putting a program into place helps businesses to avoid

• having unsatisfied customers

• purchasing irrelevant technology.

Customer relationship management increases sales and profits by increasing

• customer loyalty

• product quality

All the ways in which people differ are known as

• subculture

• diversity

Which of the following characteristics is a primary dimension of diversity:

• age

• income

Valuing diversity means

• acknowledging differences as assets.

• minimizing differences.

Barry’s family is originally from Ireland. Their customs, habits, and traditions are known as their

• religion

• culture

Even though she’s very different from them, Marci values her coworkers and their ideas. She’s willing to adjust her opinions and behaviors because she shows

• cultural sensitivity.

• prejudice