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Customer Relationship Management Review 1 Flashcards | StudBud
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Customer Relationship Management Review 1
Customer Relationship Management Review 1
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Questions
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Answers
1
Being a 'low touch' customer means they don't need a lot of assistance.
False
True
2
What is the meaning of B2C
Business to Customer
Business to Casual
Business to Credits
Business to Consumer
3
Which of the following is the best explanation of psychographic segmentation: 'Dividing your market based on....'
geography
psychological views
age, sex, race and income
consumer traits, values and attitudes
4
What is one of the main benefits of asking an open question?
This form of question is easier to answer
It narrows down the answer
You can find out more detailed information
It can be used to gather facts
5
Which of the following is
NOT
considered a group of customer segmentation?
Psychographics
Demographics
Geographics
Firmographics
6
Your most valuable customer is a needs-based customer
False
True
7
A salesman says that the foam in your Nike shoe treads will help you run faster. This is a feature of the product.
True
False
8
Impulse customers have one of the following habits..
They take up too much of your time and don't buy anything
They ask a lot of questions that have nothing to do with your products
They eagerly buy products when they see something they want
They know what they need and grab it from the shelf with no assistance
9
Which of the following is
NOT
a tool for a BNA?
Audit
Surveys and Focus Groups
SWOT Analysis
Benchmarking
10
Which of the following is
NOT
a basic need of a customer?
credits
action
quality
appreciation
service
price
11
Which statement talks about the
augmented
feature of a product?
looking at the benefits a product will provide
the service component and other intangibles
the product in tangible terms
12
Why should a company conduct a customer/user needs analysis?
It customizes products/services so customers are more satisfied
It helps organizations price, product and service improve
It improves customer service because the organization knows what is wanted
All of the above
13
If a customer's wants are met, it does not always mean they are a satisfied customer.
True
False
14
An LG Smart TV comes with a two-year warranty. The warranty is _____
a secondary expectation
a primary expectation
a primary need
a tertiary expection
15
Education is one of the variables of demographics
True
False
16
Which skill or attribute would
not
be associated with providing good customer service?
Reliable
Aware
Accessible
Responsive
Agile
Courteous
