9. A group of customers with similar attributes is a: a. customer portfolio b. m

Question

9. A group of customers with similar attributes is a: a. customer portfolio b. market segment c. demographic profile d. need-based profile 10. Which of the following are NOT true of a company engaged in genuine dialogue with a customer? Parties at both ends have been clearly identified a. b. The customer should control the dialogue c. All parties in the dialogue must be able to participate in d. All parties to a dialogue must want to participate in it. 11. Which statement best characterizes the relationship between needs, behavior, and customer value? a. b. c. d. Behavior drives needs, and needs drive value. Needs and behavior drive value. Behavior drives value, and value drives needs Needs drive behavior, and behavior drives value. 12. Customer interaction is the responsibility of: a. b. c. d. the sales department sales and marketing sales, marketing, and customer service sales, marketing, customer service, and upper management

Explanation / Answer

9) A group of customers with similar attributes is a:

Answer: (b) Market segment

10) Which of the following are NOT true of a company engaged in genuine dialogue with a customer?

Answer: (b) The customer should control the dialogue.

11) Which statement best characterizes the relationship between needs, behavior and customer value?

Answer: (d) Needs drive behavior, and behavior drives value.

12) Customer interaction is the responsibility of:

Answer: (d) Sales, marketing, customer service, and upper management

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