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Relationship Marketing Revision - Unit 1

Authored by Zayne Constable

Education

University

Used 1+ times

Relationship Marketing Revision - Unit 1
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20 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A service is seen as assistance given by an employee to a customer after the sale of goods

True

False

2.

MULTIPLE CHOICE QUESTION

30 sec • Ungraded

The government is an example of internal customers

True

False

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What are the rules for interacting with a customer?

Do not ask the same question more than once

Have a clear objective for the interaction

Be sensitive to the customer's time

Make the interaction personalised

All statements are correct

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is correct when it comes to customer retention?

Acquiring new customers cost more than retaining existing ones

Long-time customers are less likely to provide free word of mouth referrals

Long-time customers are very price-sensitive

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Commitment implies that both parties will be loyal and reliable in their relationship with each other

True

False

6.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Which of the following tools could be used to evaluate customer satisfaction levels?

MIS

Surveys

Electronic Feedback Machines

Comment cards

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The ABC’s of customer care and service comes down to just three things, which is...

Always Be Closing

Attitude Behavior Commitment

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