Relationship Management _brief 10_Quiz 3

WMN is a prominent sushi restaurant in Baku. The restaurant offers sushi and other Japanese dishes to its clients. At the weekends it is one of the most popular places for young people to meet and spend their time. Therefore, usually, at the weekends usually the restaurant is uploaded, however during the weekdays, particularly Mondays, the restaurant suffers from the lack of clients. In order to avoid this situation, the management of the restaurant organizes special discounts and additional amenities to customers every Monday. In such a case WMN sushi restaurant used:

• Daily special

• Points program

• Frequent shopper punch cards

• Referral based

The followings are special characteristics of services, EXCEPT:

• accessibility

• Intangibility

• Inseparability

• Perishability

Inseparability of services means _________?

• services are produced and consumed at one time and place

• products may be produced in one location and sold in another

• the production and consumption are separable

• services are separable from its customers services

Perishability of services means that ____________?

• Services cannot be stored

• Services can be stored

• Services are produced and consumed at one time and place

• The production and consumption are separable

FAR production is a local office furniture manufacturing company. The main clients of the company are small and medium enterprises that need moderately priced office furniture. The company provides its clients with standardized products and solutions. Investing in which of the following will work best for FAR company:

• hiring and training of staff

• development long term relationship with the customer

• organizing of loyalty programs

• digital marketing and CRM systems

According to Gummesson intellectual capital has the following integral components:

• individual capital, structural capital

• financial capital, material capital

• physical capital, knowledge capital

• know-how, technical capital

Inter-functional dependency means:

• all activities in a company are interrelated

• sales and marketing activities are interrelated

• marketing activities intersect with production and quality assurance

• sales and marketing activities are intersected with HR and logistics

Which of the following are full-time marketers:

• centralized marketing and sales staff

• non-marketing specialists, including administrative employees

• Marketers, HR, and Logistics professional

• only customer representatives and after-sales service staff

According to Christopher's matrix, the followings are the characteristics of contractors, EXCEPT:

• Not directly involved with marketing

• frequent or periodic customer contact

• heavily involved with ‘conventional’ marketing activities

• involvement sale roles

According to Christopher's matrix, the followings are the characteristics of modifiers, EXCEPT:

• do not have frequent customer contact

• not directly involved with conventional marketing activities

• have frequent customer contact

• should to have customer relationship skills