7 8 9 10 11 12 13 5 6 2 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. Market share expansion means a. Sell new things to customer groups that you are already selling too b. Sell more of what you are already selling to the groups you are already selling to c. Sell what you are already selling to the new groups d. none of the above Which of the following is a family business? a. A woman owns a small garage where her four sons work as mechanics. b. A man owns a delivery service where his child does the dispatcher work. c. A woman is self-employed as a writer and is the only eamer in her family. d. None of the above are family businesses. Customer loyalty is more likely to be retained when there is an abrupt transition of power. a. True b. False SWOT analysis examines: a. the situation, the work, the organization, the tactics. b. internal and external advantages and disadvantages of a business. c. the predictions of the Conference Board of Canada. d. the ethical issues of conducting business. How to calculate cost-based pricing? a. Based on how much you spend on Marketing b. All expenses pluse the mark-up c. Based on how much you spend on research and development d. None of the above Offering hair extension, hair styling, hair colouring and hair cuts at one salon is an example of a. increase the product/service breadth b. increase the product/service depth c. increase market share d. increase market segements How to directly monitor the competition? a. Bookmark the websites and monitor b. Search them on social media c. Shop the competitors d. all above A "coaching" management style depends largely on: a. positive reinforcement b. negative reinforcement. c. clear warnings. d. team building. Which of the following is not part of Active Listening? a. using body language. b. attending to the speaker. c. asking for clarification d. summarizing. Which of the following is not a stage in the business life cycle: a. introduction b. growth. c. maturity. d. decline Which of the following is not one of the plans for retiring business owners? a. retirement plan. b. estate plan. c. succession plan. d. tax plan. We use hypothesis testing to figure out whether a particular assumption can be supported by the evidence a. True b. False