
CRM Chapter 1
Quiz
•
English
•
University
•
Practice Problem
•
Easy
Thục HSV
Used 10+ times
FREE Resource
Enhance your content in a minute
50 questions
Show all answers
1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following is NOT one of Dwyer’s (1987) five phases of customer-supplier relationship?
Awareness
Expansion
Growth stage
Commitment
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In Dwyer’s model, which phase is characterized by trial purchasing that can be terminated with few costs?
Awareness
Exploration
Commitment
Dissolution
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What are the two key attributes of highly developed relationships?
Trust and reciprocity
Trust and commitment
Loyalty and satisfaction
Retention and CLV
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Benevolence in trust means:
Acting in the interest of the relationship, not just self-interest
Ensuring financial returns are guaranteed
Providing quick technical expertise
Reducing customer churn
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Affective commitment arises mainly from:
High switching costs
Reciprocity and personal bonds
Perceived lack of alternatives
Financial benefits
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Calculative commitment is best described as:
Emotional trust-based
Driven by personal relationships
Economically rational, based on switching costs
Based on zero disconfirmation
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which is NOT a reason why B2B customers want relationships?
Product complexity
Reciprocity
Service requirements
Social status benefits
Create a free account and access millions of resources
Create resources
Host any resource
Get auto-graded reports

Continue with Google

Continue with Email

Continue with Classlink

Continue with Clever
or continue with

Microsoft
%20(1).png)
Apple
Others
Already have an account?
Similar Resources on Wayground
49 questions
Revision grade 12
Quiz
•
12th Grade - University
45 questions
WHERE + WHEN
Quiz
•
University
46 questions
C1_AVA 08 Unit 9 Workbook: Pages 78-79
Quiz
•
University
50 questions
OLCOMM02 (Communication, Culture, and Society)
Quiz
•
University
54 questions
English prepositions test2 GE
Quiz
•
University
50 questions
SO_UNIT 2_VOCABULARY
Quiz
•
University
52 questions
DAY 11
Quiz
•
University
45 questions
Vocabulary Practice Quiz
Quiz
•
10th Grade - University
Popular Resources on Wayground
5 questions
This is not a...winter edition (Drawing game)
Quiz
•
1st - 5th Grade
25 questions
Multiplication Facts
Quiz
•
5th Grade
10 questions
Identify Iconic Christmas Movie Scenes
Interactive video
•
6th - 10th Grade
20 questions
Christmas Trivia
Quiz
•
6th - 8th Grade
18 questions
Kids Christmas Trivia
Quiz
•
KG - 5th Grade
11 questions
How well do you know your Christmas Characters?
Lesson
•
3rd Grade
14 questions
Christmas Trivia
Quiz
•
5th Grade
20 questions
How the Grinch Stole Christmas
Quiz
•
5th Grade
