Customer Loyalty

Customer satisfaction and loyalty are the result of effective product and service delivery, resolution of problems, and elimination of dissatisfaction.

• True

• False

One way to take responsibility for customer relationships is to personalize your approach when dealing with customers.

• True

• False

Customers usually decide to purchase or repurchase from a supplier based on the quality and performance of the products and services.

• True

• False

Many customers return to organizations because of relationships established with employees even though comparable products and services are available elsewhere.

• True

• False

As customers develop long-term relationships with an organization, they tend to become more tolerant of poor service.

• True

• False

Projecting an enthusiastic "I'm happy to serve you" attitude is one way to have a positive effect on customer relationships.

• True

• False

Using a customer's name is a good way to personalize your relationship with a customer.

• True

• False

Trust is not a major concern for most customers.

• True

• False

Handling complaints quickly and effectively is a good strategy for aiding customer retention.

• True

• False

An important step often overlooked in dealing with customers is follow-up.

• True

• False