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- 1. Multiple Choice
Customer retention is not as important as attracting new customers
TRUE
FALSE
- 2. Multiple Choice
Customers develop a stronger loyalty to those companies that show an interest in them
TRUE
FALSE
- 3. Multiple Choice
Existing customers will accept a decline in service without question.
TRUE
FALSE
- 4. Multiple Choice
Customer lifetime value is the percentage of customers who leave in one year
TRUE
FALSE
- 5. Multiple Choice
Customer retention involves conveying to the customer that they are more than just a business contact
TRUE
FALSE
- 6. Multiple Choice
When establishing a customer-retention program, it is important to examine who
your customers are and what specific needs they have.
TRUE
FALSE
- 7. Multiple Choice
When measuring current customer satisfaction, the upcoming advertising campaign is an important consideration.
TRUE
FALSE
- 8. Multiple Choice
Informal surveys are statistically measurable and are therefore an extremely reliable source of information
TRUE
FALSE
- 9. Multiple Choice
Focus groups are random groups of customers or prospective customers who are brought together to discuss current or future offerings of a business
TRUE
FALSE
- 10. Multiple Choice
Seeking feedback from customers will never result in positive customer retention
TRUE
FALSE
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