1. The majority of dissatisfied customers:

a. do not complain to the service provider. b. tell numerous others about the problem. c. can be kept as customers if the problem is resolved. d. all of the above. e. none of the above.

2. The Collection Period is;

a. the time it takes on average for customers to pay what they owe to a firm. b. the ratio of accounts receivable to the average sales per day. c. an indicator of efficiency. d. all of the above.

3. A costing worksheet for a contractor is likely to include sections for:

a. direct materials. b. direct labour. c. overhead. d. all of the above. e. none of the above.

4. Customer Relationship Management is:

a. an attempt to satisfy all customers. b. an information technology based strategy for classifying customers. c. a promotional technique for getting new customers. d. all of the above. e. none of the above.

5. The pricing strategy of a business should primarily be based on:

a. its own costs. b. marketing considerations. c. the amount of profit it wants. d. all of the above. e. none of the above.