What is the core objective of Customer Relationship Management (CRM)?, Attract as many new customers as possible.,  Increase share of wallet and loyalty among the most valuable customers., Reduce product prices to compete with competitors., Increase the number of sales staff in stores., The cost of winning back lost customers is usually higher than acquiring a new customer., True, False,  _________ is the estimated profit value that a customer contributes to a retailer throughout the entire relationship., Customer preferences, Customer Lifetime Value, In the Customer Pyramid, which group is the most loyal and least price-sensitive?, Gold, Iron, Platinum,  Lead, What is the main purpose of the Add-on selling strategy?, Eliminating unprofitable customers, Reducing inventory levels., Collecting customer email addresses, Moving customers from lower-value groups to higher-value groups, What is the first step in the four-step CRM process?,  Analyzing customer data, Collecting customer purchase data, Developing CRM programs, Implementing programs in stores, Which gap occurs when retailers don’t fully understand their customers' wants, needs or expectations?, Knowledge gap, Communication gap, Delivery gap, Service gap, When does a Communication Gap occur?, Employees do not understand customer needs., The actual service does not match what was promised in advertising., The store runs out of products., The payment system fails., According to the Service Technology Matrix, which category does a self-checkout system belong to?, Low convenience – High interaction, No convenience., High convenience – High interaction, High convenience – Low interaction (HiCo–LoSo), In the Service Recovery process, what is the first step?, Immediately offer a discount voucher, Listen to the customer,  Blame the supplier, Stay silent until the customer calms down, Customer satisfaction is strongly influenced by _________________., How long it takes to solve the issue, Employee flexibility and judgment. , Customizing services for each individual customer, Randomly giving gifts to customers, How should Lead customers in the Customer Pyramid be handled if they generate losses for the company?, Continue offering deep discounts, “Getting the lead out” – stop serving them or charge higher fees to reduce costs, Immediately upgrade them to Platinum, Give them more free vouchers.

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