Exam 14: Building Customer Relationships

Billy admires firemen.He wants to dress like them, wear a fireman's hat and pretend to put out fires.For Billy, firemen are:

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

In general, a person can be an opinion leader even if he or she is not:

Greg is a retired NBA basketball player who has returned to his small hometown to open a basketball gym.There are no other businesses in his area like his concept and he wants to reach his customers.What psychological influences on his consumers does Greg need to consider before opening his location and how will they apply to the basketball gym?

Post-purchase dissonance and consumer complaints are both directly related to customer satisfaction.

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 -An association between a business and a customer that begins (or ends) with a purchase or a business deal.

CRM software programs:

A winery promotes its products by holding wine tastings at the restaurants of outstanding local chefs.The winery is utilising which sociological influence?

Every group to which an individual belongs is a reference group for that consumer.

A customer's email address would most likely be stored in which category of a customer profile?

Regardless of the nature of the business, small businesses can gain a competitive edge by providing exceptional customer service.