Quiz 3 Flashcards
Customer relationship involves how a company ______, _______, and ______ their customers.
Question 1 options:
A) gets, keeps, and grows
B) researches, acquires, and attracts
C) finds, attracts, and exploits
D) attracts, retains, and rewards
A
Getting a customer is also known as:
Question 2 options:
A) customer attraction
B) effective selling
C) customer retention
D) demand creation
D
Earned media can be:
Question 3 options:
A) free
B) all of the above
C) based upon space
D) unpredictable
B
It costs _____ times more to get a new customer than to sell to an existing customer
Question 4 options:
A) 100
B) 2-4
C) 20-50
D) 5-10
D
When customers shop online, they:
Question 5 options:
A) Look for the least expensive option
B) Search exhaustively until they find the right solution
C) Are attracted to Flash media sites
D) Go where they are invited, entertained, or informed
D
In web/mobile channels, the “get” process of customer relationships involves:
Question 6 options:
A) attracting and alluring customers
B) signing-up and satisfying
C) acquiring and activating customers
D) inviting and informing customers
C
Which of the following is NOT one of the four main categories of resources:
Question 7 options:
A) Virtual
B) Human
C) Physical
D) Financial
A
Which of the following forms of intellectual property protection is important to protect your branding:
Question 8 options:
A) Patent
B) Trademark
C) Copyright
D) Provisional Patent
B
Working together with direct competitors in order to accomplish something that could benefit all is called:
Question 9 options:
A) Association
B) Strategic alliances
C) Coopetition
D) Joint ventures
C
The amount of money a customer might ultimately spend through the course of their relationship with the company is called:
Question 10 options:
A) Customer relationship value
B) Customer lifecycle
C) Customer relationship value
D) Customer lifetime value
D
