Question 1

In the evolution of business relationships it's common for parties to interact at equivalent organizational levels.

Accepted Answer

A) True 
 B)False

Question 2

Modularity:

Accepted Answer

A)  Increases the risk of "system switching" 
B)  Often impairs account retention 
C)  Enhances future "upgrading" sales 
D)  Is an impediment to system adoption 
E)  Affects timely delivery and competence adversely 
A)  Increases the risk of "system switching" 
B)  Often impairs account retention 
C)  Enhances future "upgrading" sales 
D)  Is an impediment to system adoption 
E)  Affects timely delivery and competence adversely

Question 3

Long-term business relationships:

Accepted Answer

A)  Mostly encounter poor service with distressing regularity 
B)  Emphasize only on coordination 
C)  Represent implicit endorsements 
D)  Emphasize only on communication 
E)  Are resented for their complexity 
A)  Mostly encounter poor service with distressing regularity 
B)  Emphasize only on coordination 
C)  Represent implicit endorsements 
D)  Emphasize only on communication 
E)  Are resented for their complexity

Question 4

Supplier action and market evolution,such as plug compatibility and software standards have dramatically lowered exit barriers in the field of computers,moving the exchange from:

Accepted Answer

A)  Lost-for-good toward always-a-share 
B)  New supplier toward prospective supplier 
C)  Always-a-share toward lost-for-good 
D)  Prospective supplier toward new supplier 
E)  Always-a-share toward prospective supplier 
A)  Lost-for-good toward always-a-share 
B)  New supplier toward prospective supplier 
C)  Always-a-share toward lost-for-good 
D)  Prospective supplier toward new supplier 
E)  Always-a-share toward prospective supplier

Question 5

Always-a-share sellers can move the account toward the lost-for-good type in all of the following ways,EXCEPT:

Accepted Answer

A)  By seeking longrun supply contracts 
B)  By building interpersonal linkages 
C)  By fluctuating performance and business share from year to year 
D)  By attempting to forge technical ties 
E)  By meeting customer criteria for becoming a preferred supplier 
A)  By seeking longrun supply contracts 
B)  By building interpersonal linkages 
C)  By fluctuating performance and business share from year to year 
D)  By attempting to forge technical ties 
E)  By meeting customer criteria for becoming a preferred supplier

Question 6

"Running" a relationship involves the values,personnel and systems dedicated to maintaining a high-performance relationship.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following communication channels should typically be used to negotiate production commitments?

Accepted Answer

A)  Telephone 
B)  Fax 
C)  E-mail 
D)  Business letter 
E)  Face-to-face 
A)  Telephone 
B)  Fax 
C)  E-mail 
D)  Business letter 
E)  Face-to-face

Question 8

A(n)_____ is a legally enforceable promise to perform some act in exchange for a payment or some other consideration.

Accepted Answer

A)  Contract 
B)  Pledge 
C)  Agreement 
D)  Promise 
E)  Intention 
A)  Contract 
B)  Pledge 
C)  Agreement 
D)  Promise 
E)  Intention

Question 9

Why has customer retention become one of the most critical factors in the survival/profitability of the modern firm?

Accepted Answer

Globalization has greatly increased the

Question 10

Once customers pay the switching costs required to change suppliers,it is very unlikely they will ever return to the original suppler.

Accepted Answer

A) True 
 B)False

Question 11

Why has communication been called the "glue that holds together" a relationship?

Accepted Answer

Communication has been called the "glue

Question 12

Superior performance,social ties and all other means of cementing relationships are used exclusively on an either or basis.

Accepted Answer

A) True 
 B)False

Question 13

By definition,"always-a-share" customers account for a consistent percentage of the firm's total sales over time.

Accepted Answer

A) True 
 B)False

Question 14

_____ are usually purchased on an always-a share basis.

Accepted Answer

A)  Office supplies 
B)  Computer systems 
C)  Telecommunication systems 
D)  Warehouse rackings 
E)  Franchises 
A)  Office supplies 
B)  Computer systems 
C)  Telecommunication systems 
D)  Warehouse rackings 
E)  Franchises

Question 15

Companywide commitment to and empowerment for delivering _____ is a true manifestation of a customer retention priority.

Accepted Answer

A)  Lagniappe 
B)  Modularity 
C)  Pay-offs 
D)  Bonuses 
E)  Non profit exchanges 
A)  Lagniappe 
B)  Modularity 
C)  Pay-offs 
D)  Bonuses 
E)  Non profit exchanges

Question 16

_____ mean(s)anything given beyond strict obligation,a surprise or surplus benefit from an exchange.

Accepted Answer

A)  Lagniappe 
B)  Sensor 
C)  Pay-offs 
D)  Bonuses 
E)  Non profit exchange 
A)  Lagniappe 
B)  Sensor 
C)  Pay-offs 
D)  Bonuses 
E)  Non profit exchange

Question 17

Satisfaction studies can be done by Web,telephone or mail,but the typical high level of detail favors mail.

Accepted Answer

A) True 
 B)False

Question 18

Lagniappe means anything given beyond strict obligation,a surprise or surplus benefit from an exchange.

Accepted Answer

A) True 
 B)False

Question 19

Identify the INCORRECT statement about lost-for-good relationships.

Accepted Answer

A)  They are relationships cemented by switching costs 
B)  These relationships motivate retention by accentuating the "dark side" 
C)  Consistent high performance is required to retain these accounts 
D)  These types of accounts do not have excellent staying power 
E)  Here the prospects of a customer returning to the incumbent are remote 
A)  They are relationships cemented by switching costs 
B)  These relationships motivate retention by accentuating the "dark side" 
C)  Consistent high performance is required to retain these accounts 
D)  These types of accounts do not have excellent staying power 
E)  Here the prospects of a customer returning to the incumbent are remote

Question 20

At _____,with the curvilinear relationship between retention and NPV,retention gains at the high end tend to dwarf gains obtained on the low end.

Accepted Answer

A)  Always-a-share accounts 
B)  Lost-for good accounts 
C)  Never-a share accounts 
D)  Marginal accounts 
E)  Average accounts 
A)  Always-a-share accounts 
B)  Lost-for good accounts 
C)  Never-a share accounts 
D)  Marginal accounts 
E)  Average accounts

In the evolution of business relationships it's common for parties to interact at equivalent organizational levels.

Modularity:

Long-term business relationships:

Supplier action and market evolution,such as plug compatibility and software standards have dramatically lowered exit barriers in the field of computers,moving the exchange from:

Always-a-share sellers can move the account toward the lost-for-good type in all of the following ways,EXCEPT:

"Running" a relationship involves the values,personnel and systems dedicated to maintaining a high-performance relationship.

Which of the following communication channels should typically be used to negotiate production commitments?

A(n)_____ is a legally enforceable promise to perform some act in exchange for a payment or some other consideration.

Why has customer retention become one of the most critical factors in the survival/profitability of the modern firm?

Once customers pay the switching costs required to change suppliers,it is very unlikely they will ever return to the original suppler.

Why has communication been called the "glue that holds together" a relationship?

Superior performance,social ties and all other means of cementing relationships are used exclusively on an either or basis.

By definition,"always-a-share" customers account for a consistent percentage of the firm's total sales over time.

_____ are usually purchased on an always-a share basis.

Companywide commitment to and empowerment for delivering _____ is a true manifestation of a customer retention priority.

_____ mean(s)anything given beyond strict obligation,a surprise or surplus benefit from an exchange.

Satisfaction studies can be done by Web,telephone or mail,but the typical high level of detail favors mail.

Lagniappe means anything given beyond strict obligation,a surprise or surplus benefit from an exchange.

Identify the INCORRECT statement about lost-for-good relationships.

At _____,with the curvilinear relationship between retention and NPV,retention gains at the high end tend to dwarf gains obtained on the low end.

Introduction to Business Marketing

The Character of Business Marketing

The Purchasing Function

Organizational Buyer Behavior

Market Opportunities: Current and Potential

Marketing Strategy

Weaving Marketing Into the Fabric of the Firm

Developing and Managing Offerings: What Do Customers

Business Marketing Channels: Partnerships for...

Creating Customer Dialogue

Communicating Via Advertising, trade Shows and PR

The One to One Media

Sales and Sales Management

Pricing and Negotiating for Value

Evaluating Marketing Efforts

Filters

Exam 16: Customer Retention and Maximization

In the evolution of business relationships it's common for parties to interact at equivalent organizational levels.

Modularity:

Long-term business relationships:

Supplier action and market evolution,such as plug compatibility and software standards have dramatically lowered exit barriers in the field of computers,moving the exchange from:

Always-a-share sellers can move the account toward the lost-for-good type in all of the following ways,EXCEPT:

"Running" a relationship involves the values,personnel and systems dedicated to maintaining a high-performance relationship.

Which of the following communication channels should typically be used to negotiate production commitments?

A(n)_____ is a legally enforceable promise to perform some act in exchange for a payment or some other consideration.

Why has customer retention become one of the most critical factors in the survival/profitability of the modern firm?

Once customers pay the switching costs required to change suppliers,it is very unlikely they will ever return to the original suppler.

Why has communication been called the "glue that holds together" a relationship?

Superior performance,social ties and all other means of cementing relationships are used exclusively on an either or basis.

By definition,"always-a-share" customers account for a consistent percentage of the firm's total sales over time.

_____ are usually purchased on an always-a share basis.

Companywide commitment to and empowerment for delivering _____ is a true manifestation of a customer retention priority.

_____ mean(s)anything given beyond strict obligation,a surprise or surplus benefit from an exchange.

Satisfaction studies can be done by Web,telephone or mail,but the typical high level of detail favors mail.

Lagniappe means anything given beyond strict obligation,a surprise or surplus benefit from an exchange.

Identify the INCORRECT statement about lost-for-good relationships.

At _____,with the curvilinear relationship between retention and NPV,retention gains at the high end tend to dwarf gains obtained on the low end.

Introduction to Business Marketing

The Character of Business Marketing

The Purchasing Function

Organizational Buyer Behavior

Market Opportunities: Current and Potential

Marketing Strategy

Weaving Marketing Into the Fabric of the Firm

Developing and Managing Offerings: What Do Customers

Business Marketing Channels: Partnerships for...

Creating Customer Dialogue

Communicating Via Advertising, trade Shows and PR

The One to One Media

Sales and Sales Management

Pricing and Negotiating for Value

Evaluating Marketing Efforts

Filters