Exam 14: Building Customer Relationships

Mary Adams, an independent sales contractor, recently expressed her concern about having to travel extensively in her car each day to see clients. Specifically, Adams realized that the time she spent in her car was hindering her ability to be in continuous contact with important clients. She believes the purchase of a cellular phone would allow her more freedom to conduct business outside of the office. Adams has just proceeded through the _____ stage of consumer decision making.

Addressing a customer by name means very little to them.

According to consumer information-processing theory, _____ is the final stage through which consumers progress.

Of all the possible outcomes from a dissatisfied customer, none are positive.

Customer profiles are limited to demographic variables such as age, gender, and marital status.

The reason that a group of uniformed people walking down the street playing musical instruments is recognized as a band is the result of

Working out at the gym is most likely an attempt to satisfy which category of need?

An enduring opinion that is based on a combination of knowledge, feeling, and behavioral tendency is referred to as

It is important to keep in touch with a customer and make a sales pitch each time.

Small businesses must strive to recognize cognitive dissonance among their customers and to manage it effectively.

The goals of a CRM program for most small firms are the complete customization of products and/or services to fit individual customer needs.

Most customer service problems are identified by

Sara has decided to make an offer on a particular house. She is in the _____ stage of the consumer decision making process.

Similar to a caste system, a genuine social class system does not allow for upward mobility.

A customer's use of a discount coupon would most likely be recorded in which category of her customer profile?

Erin Withers, a typical consumer, often purchases goods and services because she feels her family and fellow workers will approve of these items. Family and co-workers are _____ for this consumer.

Even though it is available, Bob never purchases bottled water when he is thirsty. Bob's behavior indicates that bottled water

There must be a company-wide commitment to CRM concept if CRM is to be productive.

Groups that an individual allows to influence his or her behavior are known as

Briefly describe each stage of the customer decision making process.