Bsn 1415161718
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Answers | Complete Study Guide
, Bsn 1415161718
Study online at https://quizlet.com/_f5jya0
1. Which of the following economic benefits are associ- a.Small increases in cus-
ated with maintaining relationships with current cus- tomer retention can trans-
tomers? late into large increases in
profits.
a.Small increases in customer retention can translate
into large increases in profits.
b.Existing customers spend less money than new cus-
tomers.
c.Order processing costs are higher for current cus-
tomers.
d.All of these are benefits associated with maintaining
customer relationships.
2. CRM is the business version of c.the Golden Rule
a.the Ten Commandments.
b.the Bill of Rights.
c.the Golden Rule.
d.Maslow's hierarchy of needs.
3. A basic idea forming the foundation of customer loy- c.small businesses have
alty for small firms includes the notion that the potential to provide
superior customer service
a.superior customer service always leads to customer
purchases.
, Bsn 1415161718
Study online at https://quizlet.com/_f5jya0
b.customer loyalty will mean constant customer satis-
faction.
c.small businesses have the potential to provide supe-
rior customer service.
d.customer satisfaction is being ignored by large
firms.
4. Regina is so satisfied with her pharmacist that she a.economic
refers her friends and colleagues, providing a(n) _____
benefit of maintaining relationships with current cus-
tomers.
a.economic
b.marketing
c.psychological
d.social
5. Diane is a loyal, long-term customer at Burke's Furni- a.be willing to pay more
ture Store. It would be expected that she would for Burke's Furniture's
products
a.be willing to pay more for Burke's Furniture's prod-
ucts.
b.have higher order-processing costs because she
purchases so much.
c.potentially spend less as she purchases more prod-
, Bsn 1415161718
Study online at https://quizlet.com/_f5jya0
ucts over time.
d.request special discounts and loyalty benefits.
6. An approach that recognizes that, with every inter- d.customer experience
action, customers learn something about a company management.
that will affect their desire to do business there in the
future is known as
a.perceptual categorization.
b.cognitive dissonance.
c.transactional relationship.
d.customer experience management.
7. Molly has had repeated positive experiences with her c.value equation.
local coffee shop. They suggest new flavors, call her by
her first name, and donate to a local charity that Molly
supports. Molly's experiences, as a result, contribute
to the firm's CRMÂ
a.organizational culture.
b.customer cost.
c.value equation.
d.customer satisfaction.
8.
| 2025/2026 | Verified Questions &
Answers | Complete Study Guide
, Bsn 1415161718
Study online at https://quizlet.com/_f5jya0
1. Which of the following economic benefits are associ- a.Small increases in cus-
ated with maintaining relationships with current cus- tomer retention can trans-
tomers? late into large increases in
profits.
a.Small increases in customer retention can translate
into large increases in profits.
b.Existing customers spend less money than new cus-
tomers.
c.Order processing costs are higher for current cus-
tomers.
d.All of these are benefits associated with maintaining
customer relationships.
2. CRM is the business version of c.the Golden Rule
a.the Ten Commandments.
b.the Bill of Rights.
c.the Golden Rule.
d.Maslow's hierarchy of needs.
3. A basic idea forming the foundation of customer loy- c.small businesses have
alty for small firms includes the notion that the potential to provide
superior customer service
a.superior customer service always leads to customer
purchases.
, Bsn 1415161718
Study online at https://quizlet.com/_f5jya0
b.customer loyalty will mean constant customer satis-
faction.
c.small businesses have the potential to provide supe-
rior customer service.
d.customer satisfaction is being ignored by large
firms.
4. Regina is so satisfied with her pharmacist that she a.economic
refers her friends and colleagues, providing a(n) _____
benefit of maintaining relationships with current cus-
tomers.
a.economic
b.marketing
c.psychological
d.social
5. Diane is a loyal, long-term customer at Burke's Furni- a.be willing to pay more
ture Store. It would be expected that she would for Burke's Furniture's
products
a.be willing to pay more for Burke's Furniture's prod-
ucts.
b.have higher order-processing costs because she
purchases so much.
c.potentially spend less as she purchases more prod-
, Bsn 1415161718
Study online at https://quizlet.com/_f5jya0
ucts over time.
d.request special discounts and loyalty benefits.
6. An approach that recognizes that, with every inter- d.customer experience
action, customers learn something about a company management.
that will affect their desire to do business there in the
future is known as
a.perceptual categorization.
b.cognitive dissonance.
c.transactional relationship.
d.customer experience management.
7. Molly has had repeated positive experiences with her c.value equation.
local coffee shop. They suggest new flavors, call her by
her first name, and donate to a local charity that Molly
supports. Molly's experiences, as a result, contribute
to the firm's CRMÂ
a.organizational culture.
b.customer cost.
c.value equation.
d.customer satisfaction.
8.
