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The three types of benefits to organizations of maintaining and developing a loyal customer base are: Economic benefits; customer behavior benefits;...
1.The three types of benefits to organizations of maintaining and developing a loyal customer base are:A. Economic benefits; customer behavior benefits; human resource management benefitsB. Economic benefits; confidence benefits; social benefitsC. Customer behavior benefits; human resource management benefits; social benefitsD. Special treatment benefits; economic benefits; customer behavior benefitsE. Confidence benefits; social benefits; customer behavior benefits2.Which of the following is one of the ways an organization benefits from maintaining and developing a loyal customer base?A. Employee retentionB. Customers' increasing expectations of more personalized serviceC. A reactive market-growth strategyD. The ability to engage in guerilla marketingE. Competitor entrenchment3.How would a day care center operator benefit from the implementation of relationship marketing with the parents of three preschool children?A. The children would benefit from socialization skillsB. The parents wouldn't have to go looking for a new facility to keep their childrenC. The parents would ask for a reduced monthly rateD. The parents would get to socialize with the other parents of children at their centerE. The parents would spread the word about their happiness with the services provided by the day care center4.The _____ of a customer is a concept that looks at customers from the perspective of their lifetime revenue or profit contributions to a company.A. Relationship valueB. Attractiveness indexC. Profit performance quotientD. Calculated riskE. Loyalty factor5.According to the text, the relationship value of a customer is not influenced by:A. The average revenues generated per relevant time period over the lifetimeB. Sales of additional products and services over timeC. Referrals generated by the customer over timeD. The length of the average customer "lifetime"E. The communication strategy6.Since service companies have found that customers differ in their relationship value and that it may be neither practical nor profitable to meet or exceed all customers’ expectations, they have divided their target markets according toA. Current and/or future profitabilityB. BehaviorC. UsageD. VolumeE. User characteristics7.Salespeople for college texts call on college instructors to sell them on using a particular text for their classes. Improvements in efficiency have led some publishers to stop making sales calls altogether on smaller colleges. It is a much better use of the sales force's time to call on schools with large classes and big adoption rates. From the customer's point of view, this application of the profitability tier:A. Could cause resentmentB. Will not cause any problemsC. Simply increases the importance of word-of-mouth communicationD. Is not profitableE. Creates across-the-board customer enhancement
