Question 1

In terms of revenue growth and profitability,a business is more successful if it has

Accepted Answer

A) an extensive product portfolio. 
B) sales representatives in the field. 
C) loyal customers. 
D) price-sensitive customers. 
E) satisfied customers.

Question 2

Customer demographic information is a usually a section of a

Accepted Answer

A) customer satisfaction survey. 
B) complaint form. 
C) blog. 
D) company website. 
E) product registration.

Question 3

A new form of segmentation that is very useful to segment and build loyalty with customers is called

Accepted Answer

A) social marketing. 
B) the Values and Lifestyles (VALS)program. 
C) ethnographies. 
D) occasionalization. 
E) psychographics.

Question 4

Once customers have been classified on a loyalty index,these customer classifications should be communicated to the front-line sales force.

Accepted Answer

A) True 
 B)False

Question 5

One of the ways that Air Products and Chemicals Inc.focuses on opportunities through its customer loyalty process is to

Accepted Answer

A) identify areas of weakness among its sales force. 
B) segment customers based on a loyalty index. 
C) prioritize sales strategies with business objectives. 
D) identify and foster organizational buy-in on critical customer requirements. 
E) place an emphasis on external communications.

Question 6

Loyal customers are more profitable and cost less to serve.

Accepted Answer

A) True 
 B)False

Question 7

Instead of thinking about how to convert dissatisfied or indifferent customers into satisfied customers,businesses need to focus on converting

Accepted Answer

A) non-buyers into buyers. 
B) competitive loyals into brand loyals. 
C) switchers into loyal customers. 
D) non-users into satisfied customers. 
E) satisfied customers into very satisfied customers.

Question 8

Intention to repurchase or willingness to recommend a firm is usually measured through

Accepted Answer

A) social media. 
B) marketing communications research. 
C) complaint forms. 
D) customer satisfaction surveys. 
E) advertising recall.

Question 9

Dell uses social media to its advantage by reaching out to bloggers to fix their problems.

Accepted Answer

A) True 
 B)False

Question 10

A typical way to measure customer satisfaction is to

Accepted Answer

A) track bloggers. 
B) survey customers. 
C) analyze sales. 
D) analyze store traffic. 
E) assess after-sales service and complaints.

Exam 11: Customer Attraction, Satisfaction, and Retention Strategies

In terms of revenue growth and profitability,a business is more successful if it has

Customer demographic information is a usually a section of a

A new form of segmentation that is very useful to segment and build loyalty with customers is called

Once customers have been classified on a loyalty index,these customer classifications should be communicated to the front-line sales force.

One of the ways that Air Products and Chemicals Inc.focuses on opportunities through its customer loyalty process is to

Loyal customers are more profitable and cost less to serve.

Instead of thinking about how to convert dissatisfied or indifferent customers into satisfied customers,businesses need to focus on converting

Intention to repurchase or willingness to recommend a firm is usually measured through

Dell uses social media to its advantage by reaching out to bloggers to fix their problems.

A typical way to measure customer satisfaction is to