Test 1 Review Customer Management

The people we work with inside our organization are called ___________ customers (1 word)

Customer service is anything we do for the customer that enhances their ____________.

The loss of dollars, jobs, ___________, and future business is not a consequence of losing customers.

• money

• tips

• reputation

• expectations

True or False? Customer attributes are characteristics that allow customers to be categorized.

• That's true!

• That's false!

________ information focuses on lifestyles, modes of living, needs, motives, attitudes, reference groups, culture, social class, family influences, hobbies, political affiliation, and so on.

• a) firmographic

• b) demographic

• c) psychographic

• a) and c)

The use of technology and current information ________ the provision of excellent customer service.

• greatly facilitates

• minimally enhances

• has neutral benefit to

Reorder the 5 stages of the buying decision process

• Identify the Problem

• Purchase Decision

• Evaluation of Alternatives

• Information Search

• Post-purchase behaviour

Expectations based on our​​ ​ ​ (a)   experiences that are enhancements to our other expectations are ​ (b)   ​ expectations.

• previous
• secondary
• primary
• positive

There are many barriers to excellent customer service. Name two (must be from your textbook)

On average, our opinions influence between 7 and ____ people. (Type in numerical value)