Relationship Marketing Revision - Unit 1

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

• True

• False

The government is an example of internal customers

• True

• False

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

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

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

• True

• False

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

• MIS

• Surveys

• Electronic Feedback Machines

• Comment cards

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

• Always Be Closing

• Attitude Behavior Commitment

One of the components in the CRM frameworks is to know your target audience. How do marketers do this?

Questions that requires a "yes" or "no" answer are examples of....

• Open-ended questions

• Dichotomous questions

Which of the following are examples of touch points (moment of truths)?

• Advert by the business

• Website

• Sales Person

• Store

• All the answers are correct