Question 1

Define customer retention.

Accepted Answer

Customer retention is the continuous attempt to satisfy and keep current customers actively involved in conducting business

Question 2

Why is maintaining existing customers so important?

Accepted Answer

Existing customers have a tremendous value! They know us and our policies They are familiar with our products and services and frequently buy without requiring a sales pitch

Question 3

By assuming the philosophy of marrying our customers we are conveying all but one of the following messages to them.

Accepted Answer

A) We are in an ongoing relationship. 
B) We will strive to meet their needs. 
C) We know that they will not want the hassle of changing companies. 
D) All of the above. 
A) We are in an ongoing relationship. 
B) We will strive to meet their needs. 
C) We know that they will not want the hassle of changing companies. 
D) All of the above. C

Question 4

Your philosophy of customer service reveals:

Accepted Answer

A) the accepted rules of the industry. 
B) your ideas and beliefs as to what is important in the industry. 
C) the ideas of your instructor or boss. 
D) none of the above. 
A) the accepted rules of the industry. 
B) your ideas and beliefs as to what is important in the industry. 
C) the ideas of your instructor or boss. 
D) none of the above.

Question 5

Customer retention is:

Accepted Answer

A) the only method of measuring customer satisfaction. 
B) an organization's continuous attempts to satisfy and keep current customers actively involved in conducting business. 
C) another word for leadership. 
D) unnecessary in today's business environment. 
A) the only method of measuring customer satisfaction. 
B) an organization's continuous attempts to satisfy and keep current customers actively involved in conducting business. 
C) another word for leadership. 
D) unnecessary in today's business environment.

Question 6

What does the quote "Don't date your customers, marry them" mean?

Accepted Answer

If we "marry" our customers, we make a c

Question 7

List five sources of information that would give insights as to the quality of a business'customer service.

Accepted Answer

Sources of information about the quality

Question 8

Why should all customer service providers develop their own philosophy of customer service?

Accepted Answer

Customer service is a broadly

Question 9

What is the one thing that you and your company could do to retain your current customers?

Accepted Answer

One of the most effective strategies tha

Question 10

Verbal comments from customers are sometimes the easiest to get.Why are they not always the most accurate measure of customer satisfaction?

Accepted Answer

Verbal comments are easy to ge

Question 11

Non-profit businesses can benefit from the establishment of a formal customer retention program because:

Accepted Answer

A) non-profit businesses may not have the added motivation from providing monetary awards. 
B) customers are continuously re-evaluating how they spend their time and money. 
C) both of the above. 
D) neither of the above. 
A) non-profit businesses may not have the added motivation from providing monetary awards. 
B) customers are continuously re-evaluating how they spend their time and money. 
C) both of the above. 
D) neither of the above.

Question 12

It is_____ to get a new customer, than to retain an existing customer.

Accepted Answer

A) more costly. 
B) much less costly. 
C) more cost effective. 
D) none of the above. 
A) more costly. 
B) much less costly. 
C) more cost effective. 
D) none of the above.

Define customer retention.

Why is maintaining existing customers so important?

By assuming the philosophy of marrying our customers we are conveying all but one of the following messages to them.

Your philosophy of customer service reveals:

Customer retention is:

What does the quote "Don't date your customers, marry them" mean?

List five sources of information that would give insights as to the quality of a business'customer service.

Why should all customer service providers develop their own philosophy of customer service?

What is the one thing that you and your company could do to retain your current customers?

Verbal comments from customers are sometimes the easiest to get.Why are they not always the most accurate measure of customer satisfaction?

Non-profit businesses can benefit from the establishment of a formal customer retention program because:

It is_____ to get a new customer, than to retain an existing customer.

What Is Customer Service

The Challenges of Customer Service

Problem Solving

Strategy for Formulating a Plan for Success

Empowerment

Communications in Customer Service

Coping With Challenging Customers

Motivation

Leadership in Customer Service

Technology and Customer Service

Excellence in Customer Service

Filters

Exam 10: Customer Retention and Measuring Satisfaction

Define customer retention.

Why is maintaining existing customers so important?

By assuming the philosophy of marrying our customers we are conveying all but one of the following messages to them.

Your philosophy of customer service reveals:

Customer retention is:

What does the quote "Don't date your customers, marry them" mean?

List five sources of information that would give insights as to the quality of a business'customer service.

Why should all customer service providers develop their own philosophy of customer service?

What is the one thing that you and your company could do to retain your current customers?

Verbal comments from customers are sometimes the easiest to get.Why are they not always the most accurate measure of customer satisfaction?

Non-profit businesses can benefit from the establishment of a formal customer retention program because:

It is_____ to get a new customer, than to retain an existing customer.

What Is Customer Service

The Challenges of Customer Service

Problem Solving

Strategy for Formulating a Plan for Success

Empowerment

Communications in Customer Service

Coping With Challenging Customers

Motivation

Leadership in Customer Service

Technology and Customer Service

Excellence in Customer Service

Filters