Chapter 6 Self-test MCQs

. According to Umayr Ismail there are five key pillars to bear in mind when building long-term, sustainable customer relationships. Which of the following is one of them?

. _________ are individuals who are not yet even mildly warm leads for the selling company.

. _________ should be based upon profitability for firms trying to improve long-term firm performance according to Zeithaml et al (2001).

. Which of the followings is not one of the four levels of the Customer Profitability Pyramid?

. ________ is the client type which only appears to have loyalty to the relationship but may hold the tenuousness of that relationship over the seller's head to maintain some kind of leverage over the seller.

. There are four dimensions of customer relationship quality in B2B relationships according to Zhang, Watson, and Palmatier (2018) Which of the below is not one of them?

. What is the best strategy for data collection and analysis?

. Kotler (2003) explains that there are two ways to strengthen customer retention. Which of the following is one those ways?

. Loyalty schemes can reasonably be expected to do several things for the companies that use them (Nunes and Dreze, 2006). Which of the following is not one of the benefits of loyalty schemes?

. Which of the following is an important step in building customer love?

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