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1

Customer satisfaction and loyalty are the result of effective product and service delivery, resolution of problems, and elimination of dissatisfiers.
A)True
B)False
2

The number of customers with major problems who continue to do business with an organization if their complaint is resolved is about 9 percent.
A)True
B)False
3

One way to take responsibility for customer relationships is to personalize your approach when dealing with customers.
A)True
B)False
4

Customers usually decide to purchase or repurchase from a supplier based on the quality and performance of the products and services.
A)True
B)False
5

Many customers return to organizations because of relationships established with employees even though comparable products and services are available elsewhere.
A)True
B)False
6

As customers develop long-term relationships with an organization, they tend to become more tolerant of poor service.
A)True
B)False
7

Projecting an enthusiastic "I'm happy to serve you attitude" is one way to have a positive effect on customer relationships.
A)True
B)False
8

Customers usually exhibit six common needs that must be addressed by service providers in order to ensure customer loyalty.
A)True
B)False
9

Using a customer's name is a good way to personalize your relationship with a customer.
A)True
B)False
10

Trust is not a major concern for most customers.
A)True
B)False
11

Handling complaints quickly and effectively is a good strategy for aiding customer retention.
A)True
B)False
12

An important step often overlooked in dealing with customers is follow-up.
A)True
B)False





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