Exam 14: Building Customer Relationships

John's belief that all low calorie sodas taste awful is an example of:

Linda is considering several colleges at which to finish her culinary degree.She is in the _____ stage of the consumer decision-making process.

Match the term with its definition. a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorisation h.Post-purchase dissonance i.Touch point j.Transactional relationship -A principle that maintains that 80 per cent of a company's sales will come from 20 per cent of its customers.

Mandy is shopping for a new car.She is visiting a privately owned lot in her hometown and describes to Jane, the salesperson, that she wants a four-door sedan with high fuel economy and a leather interior.Jane then shows her three cars that she thinks may fit Mandy's preferences.What stage of the decision-making process is Mandy in and what should Jane understand about Mandy's search to complete the sale?

Consumer needs can be completely satisfied by proper customer relationship management.

Regina is so satisfied with her pharmacist that she refers her friends and colleagues, providing a(n) _______ benefit of maintaining relationships with current customers.

Attitudes have an indirect impact on consumer behaviour.

Addressing a customer by name typically means very little to them.

Match the term with its definition. a.Attitude b.Culture c.Customer experience management d.Customer lifetime value e.Customer relationship management f.Motivations g.Needs h.Opinion leader i.Perception j.Perceptual categorisation k.Reference group l.Social classes -A company-wide business strategy designed to optimise profitability, revenue and customer satisfaction by focusing on specific customer groups.

​The individual processes that give meaning to the stimuli confronting consumers are:

Match the term with its definition. a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorisation h.Post-purchase dissonance i.Touch point j.Transactional relationship -The features or characteristics of a product or service that customers use for comparison.

Because culture drastically affects the behaviour patterns and values of people, it has tremendous impact on the purchase and use of products.

Which of the following is true about Yelp.com?

The ability to enjoy one-on-one contact with customers has always been a competitive advantage for large businesses.

A customer complaint can be positive.

Only three classes of needs - social, psychological, and spiritual - can be connected to behaviour through motivations.

Customer relationship management means different things to different businesses.

Information taken from warranty cards would be stored in which category of a customer profile?

In the information search and evaluation stage, the business's principal objective is to gain market awareness.

Mary, an independent sales representative, is hindered in her ability to be in contact with clients because of dropped calls on her cell phone.Her decision to purchase a cellular booster for her phone reflects Mary has just proceeded through the _____ stage of consumer decision making.