Question 1

Which of the following generally has been the best predictor of the durability of relationships?

Accepted Answer

A)  Overall interest 
B)  Intention to repurchase 
C)  Willingness to recommend 
D)  Likelihood of a sustained relationship 
E)  Proactive satisfaction 
A)  Overall interest 
B)  Intention to repurchase 
C)  Willingness to recommend 
D)  Likelihood of a sustained relationship 
E)  Proactive satisfaction

Question 2

_____ have become standard means of tracking and tuning business relationships.

Accepted Answer

A)  Satisfaction surveys 
B)  Supragoals 
C)  Scholastic reviews 
D)  Professional forums 
E)  Conferences 
A)  Satisfaction surveys 
B)  Supragoals 
C)  Scholastic reviews 
D)  Professional forums 
E)  Conferences

Question 3

By calculating an average performance score,for the attributes of different facets of the relationship,a _____ is obtained.

Accepted Answer

A)  Just in-Time (JIT) 
B)  Relevance-in-performance (RIP) 
C)  Fitness-in-Time (FIT) 
D)  Relationship Facet Performance (RFP) 
E)  Totally Involved Performance (TIP) 
A)  Just in-Time (JIT) 
B)  Relevance-in-performance (RIP) 
C)  Fitness-in-Time (FIT) 
D)  Relationship Facet Performance (RFP) 
E)  Totally Involved Performance (TIP)

Question 4

Identify the INCORRECT statement about quality and service.

Accepted Answer

A)  Value is often described as the ratio of quality and service to price 
B)  Quality and service expectations are shaped by the seller 
C)  The impact of quality and service in building a relationship comes from delivering it consistently 
D)  Superior performance, quality and distinctive and reliable service are sources of competitive advantage 
E)  Superior quality and service help build customer loyalty 
A)  Value is often described as the ratio of quality and service to price 
B)  Quality and service expectations are shaped by the seller 
C)  The impact of quality and service in building a relationship comes from delivering it consistently 
D)  Superior performance, quality and distinctive and reliable service are sources of competitive advantage 
E)  Superior quality and service help build customer loyalty

Question 5

Which of the following is used to reduce the "risk" of switching to a new system?

Accepted Answer

A)  Modularity 
B)  Proximity 
C)  Accessibility 
D)  Promptness 
E)  Specialization 
A)  Modularity 
B)  Proximity 
C)  Accessibility 
D)  Promptness 
E)  Specialization

Question 6

Proactive satisfaction measures are necessary for firms because many customers don't take the time to register complaints with a supplier and allow problems to be addressed; they simply switch suppliers.

Accepted Answer

A) True 
 B)False

Question 7

Managers seeking to preserve and grow existing business relationships tend to do better when they attend to:

Accepted Answer

A)  Outside environmental factors 
B)  Legal arrangements 
C)  Achieving each and every short-term goal 
D)  Winning new customers 
E)  The entire value-added chain 
A)  Outside environmental factors 
B)  Legal arrangements 
C)  Achieving each and every short-term goal 
D)  Winning new customers 
E)  The entire value-added chain

Question 8

Modularity means the system is composed of distinct subsystems or components.

Accepted Answer

A) True 
 B)False

Question 9

Write a short note on the mix of relationship ties?

Accepted Answer

There are five basic means of cementing

Question 10

Lost-for-good accounts can also be described as:

Accepted Answer

A)  Unprofitable accounts 
B)  Profitable accounts 
C)  Stuck-for-a-while accounts 
D)  Inappropriate accounts 
E)  Accounts-of-poor-fit 
A)  Unprofitable accounts 
B)  Profitable accounts 
C)  Stuck-for-a-while accounts 
D)  Inappropriate accounts 
E)  Accounts-of-poor-fit

Question 11

Customer response to service improvements indicates that the accurate form of the value equation is:

Accepted Answer

A)  V = Q x P 
B)  V = Q2 / P 
C)  V = Q2 / P2 
D)  V = Q / P2 
E)  V = P2 / Q 
A)  V = Q x P 
B)  V = Q2 / P 
C)  V = Q2 / P2 
D)  V = Q / P2 
E)  V = P2 / Q

Question 12

In this type of account,the buyer can taper or augment purchases in increments and multiple suppliers can have a share of a customer's business in either the current period or future periods.

Accepted Answer

A)  Lost-for-good customer 
B)  Former customer 
C)  Always-a-share customer 
D)  Never-a-share customer 
E)  Limited-appeal customer 
A)  Lost-for-good customer 
B)  Former customer 
C)  Always-a-share customer 
D)  Never-a-share customer 
E)  Limited-appeal customer

Question 13

Differentiate between always-a share relationships and lost-for-good customers.How do the exchange types put a valuable focus on the nature of customer relationships?

Accepted Answer

Relationships cemented by switching cost

Question 14

In lost-for-good accounts,

Accepted Answer

A)  Customers can allocate their purchases to several vendors 
B)  A period of no purchases can be followed by a period of high purchases 
C)  Suppliers are largely interchangeable 
D)  Switching costs are significant 
E)  Customers are not tied to a system 
A)  Customers can allocate their purchases to several vendors 
B)  A period of no purchases can be followed by a period of high purchases 
C)  Suppliers are largely interchangeable 
D)  Switching costs are significant 
E)  Customers are not tied to a system

Question 15

The challenge of "_____" will pivot on the relationship development process and emphasize the strategy of forging relational ties through role performance,social ties,technical linkages,investments and contracts.

Accepted Answer

A)  Building 
B)  Strengthening 
C)  Running 
D)  Managing 
E)  Planning 
A)  Building 
B)  Strengthening 
C)  Running 
D)  Managing 
E)  Planning

Question 16

Successful suppliers focus upon _____ to retain new customers.

Accepted Answer

A)  Contractual protections 
B)  Customer needs 
C)  Short-term profits 
D)  Cutting all costs of serving customers 
E)  Maximizing system wide costs 
A)  Contractual protections 
B)  Customer needs 
C)  Short-term profits 
D)  Cutting all costs of serving customers 
E)  Maximizing system wide costs

Question 17

Value is commonly defined as:

Accepted Answer

A)  Low prices 
B)  The ratio of quality and service to price 
C)  High quality 
D)  The ratio of brand recognition to price 
E)  Top-drawer service 
A)  Low prices 
B)  The ratio of quality and service to price 
C)  High quality 
D)  The ratio of brand recognition to price 
E)  Top-drawer service

Question 18

Differentiating the offering on dimensions that forge structural ties and create exit barriers will tend to move the relationship toward the:

Accepted Answer

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

Question 19

Testing modules to "sample" the performance of the full system:

Accepted Answer

A)  Affect timely delivery and competence adversely 
B)  Recognizes the instability of one-way commitments 
C)  Can be an impediment to system adoption 
D)  Enhances market penetration possibilities 
E)  Builds the buyers apprehension about being bound to a customer 
A)  Affect timely delivery and competence adversely 
B)  Recognizes the instability of one-way commitments 
C)  Can be an impediment to system adoption 
D)  Enhances market penetration possibilities 
E)  Builds the buyers apprehension about being bound to a customer

Question 20

Always-a-share customers:

Accepted Answer

A)  Are tied to a system 
B)  Can allocate their purchases to several vendors 
C)  Face significant switching costs 
D)  Maintain a consistency in their purchase pattern 
E)  Involve suppliers who are not interchangeable 
A)  Are tied to a system 
B)  Can allocate their purchases to several vendors 
C)  Face significant switching costs 
D)  Maintain a consistency in their purchase pattern 
E)  Involve suppliers who are not interchangeable

Which of the following generally has been the best predictor of the durability of relationships?

_____ have become standard means of tracking and tuning business relationships.

By calculating an average performance score,for the attributes of different facets of the relationship,a _____ is obtained.

Identify the INCORRECT statement about quality and service.

Which of the following is used to reduce the "risk" of switching to a new system?

Proactive satisfaction measures are necessary for firms because many customers don't take the time to register complaints with a supplier and allow problems to be addressed; they simply switch suppliers.

Managers seeking to preserve and grow existing business relationships tend to do better when they attend to:

Modularity means the system is composed of distinct subsystems or components.

Write a short note on the mix of relationship ties?

Lost-for-good accounts can also be described as:

Customer response to service improvements indicates that the accurate form of the value equation is:

In this type of account,the buyer can taper or augment purchases in increments and multiple suppliers can have a share of a customer's business in either the current period or future periods.

Differentiate between always-a share relationships and lost-for-good customers.How do the exchange types put a valuable focus on the nature of customer relationships?

In lost-for-good accounts,

The challenge of "_____" will pivot on the relationship development process and emphasize the strategy of forging relational ties through role performance,social ties,technical linkages,investments and contracts.

Successful suppliers focus upon _____ to retain new customers.

Value is commonly defined as:

Differentiating the offering on dimensions that forge structural ties and create exit barriers will tend to move the relationship toward the:

Testing modules to "sample" the performance of the full system:

Always-a-share customers:

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

Which of the following generally has been the best predictor of the durability of relationships?

_____ have become standard means of tracking and tuning business relationships.

By calculating an average performance score,for the attributes of different facets of the relationship,a _____ is obtained.

Identify the INCORRECT statement about quality and service.

Which of the following is used to reduce the "risk" of switching to a new system?

Proactive satisfaction measures are necessary for firms because many customers don't take the time to register complaints with a supplier and allow problems to be addressed; they simply switch suppliers.

Managers seeking to preserve and grow existing business relationships tend to do better when they attend to:

Modularity means the system is composed of distinct subsystems or components.

Write a short note on the mix of relationship ties?

Lost-for-good accounts can also be described as:

Customer response to service improvements indicates that the accurate form of the value equation is:

In this type of account,the buyer can taper or augment purchases in increments and multiple suppliers can have a share of a customer's business in either the current period or future periods.

Differentiate between always-a share relationships and lost-for-good customers.How do the exchange types put a valuable focus on the nature of customer relationships?

In lost-for-good accounts,

The challenge of "_____" will pivot on the relationship development process and emphasize the strategy of forging relational ties through role performance,social ties,technical linkages,investments and contracts.

Successful suppliers focus upon _____ to retain new customers.

Value is commonly defined as:

Differentiating the offering on dimensions that forge structural ties and create exit barriers will tend to move the relationship toward the:

Testing modules to "sample" the performance of the full system:

Always-a-share customers:

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