CHAPTER 2 UNDERSTANDING RELATIONSIP

Question 1 Choose the correct answer, what is the definition of the Relationship?

• is an issue particularly in the early stages of relationship development

• is focused.

• is composed of a series of interactive episodes between two parties over time.

• is seen as a form of ‘stickiness’ that reflects a desire to maintain a relationship.

Question 2 “Five general phases through which customer–supplier relationships can evolve”

• Awareness, Exploration, Commitment, Dissolution, Trust.

• Exploration, Expansion, Commitment, Dissolution, Basic.

• Exploration, Expansion, Commitment, Dissolution, Trust.

• Awareness, Exploration, Expansion, Commitment, Dissolution.

Question 3 How many major relationship attributes include?

• 1

• 2

• 3

• 4

Question 4 What is the major relationship attribute?

• Trust, Basic

• Trust, Loyal

• Trust, Commitment

• Trust, Angry

Question 5 One party may trust the other party’s:

• Benevolence. A belief that one party acts in the interests of the relationship

• Honesty. A belief that the other party’s word is reliable or credible

• Competence. A belief that the other party has the necessary expertise to perform

• All of the above

Question 6 “If trust is absent. Lack of trust clearly provides a shaky foundation for a successful customer–supplier relationship”.

• True

• False

Question 7 Choose the correct answer, what is the definition of the commitment?

• is when each party comes to the attention of the other as a possible exchange partner

• is shown by an exchange partner believing that an ongoing relationship with another

• is focused

• is shown by a breach of trust that forces a partner to reconsider the relationship.

Question 8  “Commitment means partners forego short-term alternatives in favor of more stable, short-term benefits associated”

• True

• False

Question 9 The higher the levels of these three attributes, the……the quality of the relationship

• Smaller

• Higher

• Equal

• All of the above

Question 10 Customer retention rate is 90% and Average customer tenure is

• 5 years

• 10 years

• 12.5 years

• 20 years