Question 26 (1 point) Customer loyalty is best defined as a composite of three i

Question

Question 26 (1 point)

Customer loyalty is best defined as a composite of three important characteristics which include all of the following EXCEPT:

A) Investment in an ongoing relationship

b) Customer Behaviors

C) Overall Satisfaction

d) All of the above

Question 27) Key product questions with short answers, such as: "What is your pricing policy?", to you offer coupons?", and "Will you price match?" are examples of:

A) Self Service

b) FAQs

C) Web Chat

d) Blogs

Question 28) liens, patients, passengers, patrons, members, associates, insureds, users, buyers, subscribers, readers, viewers, purchasers, end users, guests, or cases are also known as

A) Internal Customers

b) Loyal Customers

c) Potential Customers

d) External Customers

Question 29) Our individual listening capacity, the presence of noise and the use or misuse of gatekeeps are factors of:

A) Internal Elements Affecting Listening

b) Interactional Elements Affecting Listening

C) Environmental Elements Affecting Listening

d) None of the Above

Explanation / Answer

Answer 26: Option A

Explanation: A customer never invests in an ongoing relationship. The customer can make repurchases at the maximum in order to show loyalty towards a company.

Answer 27: Option B

Explanation: FAQs are common questions which help a large audience to know about the usage of a product. These are generally common questions with short answers.

Answer 28: Option D

Explanation: All the above-given examples are people who work with the firm from the outside, hence the answer is External stakeholders/ customers.

Answer 29: Option B

Explanation: The noise is a factor which comes from the outside while our listening capacity and use/misuse of gate keeps are factors which come from inside. All of these factors interact with the process of listening.

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