MCQs

1-The discussion of the evolution of customer relationships demonstrates how a firm's relationship with its customers might be enhanced as customers move further along this relationship continuum. The overriding goal is to move customers up the ladder. So after satisfying customers the next goal is:*

Satisfying

Acquiring

Enhancing

Retaining

2-In the hospitality sector, having great Guarantees can provide an incentive for customers to complain and thereby provides more representatives feedback to the company than simply relying on a relatively small number of customers to voice their concerns. Which of the benefits service guarantees we're talking about:*

A good guarantee forces the company to focus on its customers

An effective guarantee set clear standards for the organization

A good guarantee generates immediate and relevant feedback from customers.

3-Information generated through the guarantee can be tracked and integrated into continuous improvement efforts.

Netflix adopts a lot of customer retention programs to retain its subscribers, and let them subscribe again and again! They are focusing on the ............................, they are calculating the consumers' lifetime revenue and taking into consideration the costs of losing customers as well.*

Relationship value of customers

Customer profitability

Service delivery

Employee retention

4-The carpenter came to install the new flooring in Stephenson's kitchen two weeks ago. Once he had removed the old flooring, he announced he needed to go get a sander to smooth out the subflooring. He has not been back. A person who is a passive type when it comes to complaining would react to this by:*

Firing the original carpenter and hiring another one

Taking no action whatsoever

Complaining to the Better Business Bureau about the terrible service

Threatening to sue the carpenter if he didn't return immediately

5-At Amazon, our customers are our friends! After several purchases, we acquire a lot of information about customers 'needs allowing us to create a customer-oriented offer. Your personal account on Amazon ensures that you rarely have to reach out to customer support. Update your card details? You can do that yourself. Cancel an order? You can do that too. In the rare cases where you do require speaking to customer support, you will find that it's dealt with quickly and efficiently as the CRM software allows them instant access to your information. In other words, Amazon is stress-free for both customers and its employees. Which of the following is the level of Amazon customer relationship:*

Customers as strangers

Customers as acquaintances

Customers as friends

Customers as partners