Exam 14: Building Customer Relationships

Juan's belief that all low calorie sodas taste awful is an example of

What should entrepreneurs understand about sociological influences on customers?

As an owner of a floral design business,Tim's highest priority for the florist's CRM program should be

Greg is a retired NBA basketball player who has returned to his small hometown to open a basketball gym.There are no other businesses in his area like his concept and he wants to reach his customers.What psychological influences on his consumers does Greg need to consider before opening his location and how will they apply to the basketball gym?

Customer relationship management means different things to different businesses.

It is important to keep in touch with a customer and make a sales pitch each time.

There must be a company-wide commitment to CRM concept if CRM is to be productive.

An investigation of culture with a narrow definitional boundary (e.g. ,by age,geographic location,etc. )is called perceptual categorization.

The reason that a group of uniformed people walking down the street playing musical instruments is recognized as a band is the result of

CRM is the business version of

Match the term with its definition a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorization h.Post-purchase dissonance i.Recency-frequency-monetary analysis j.Touch point k.Transactional relationship -An interaction between a business and its customers

A customer's email address would most likely be stored in which category of a customer profile?

Match the term with its definition a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorization h.Post-purchase dissonance i.Recency-frequency-monetary analysis j.Touch point k.Transactional relationship -The psychological tension or anxiety that occurs when a customer has second thoughts immediately following a purchase

Marketers create needs that offer unique motivations to consumers.

Aly'an is a country rock band that has a new CD and is gaining a fan base.The band wants to connect with their fans,increase CD sales and have more shows.What are tools they could use to drive more people to their website?

Freida used a discount coupon to purchase a new product.In which category of the customer profile should this be recorded?

Every group to which an individual belongs is a reference group for that consumer.

Which consumer option for dealing with product or service dissatisfaction is the only one that is desirable to a business?

Aspiring mystery writers study Agatha Christie to learn the art of writing that genre.In this case,Christie would be considered:

Match the term with its definition. a.Attitude b.Culture c.Customer experience management d.Customer Lifetime Value e.Customer relationship management f.Motivations g.Needs h.Opinion leader i.Perception j.Perceptual categorization k.Reference group l.Social classes -A small group that an individual allows to influence his or her behavior