When the goal is not to get the complaint satisfied

1. When the goal is not to get the complaint satisfied but rather to win by getting something the
customer is not entitled to receive, is a type of ____________.
High-Roller customer
Aggressive customer
Meek Customer
Rip-Off customer
2 points
QUESTION 11
1. Element of business that sells to business
focused on product
focused on quality

2 points
QUESTION 12
1. All the fundamental __________ have a predictive evaluation branch for analyzing clients’
shopping conduct to market more effectively and satisfy clients.
2 points
QUESTION 13
1. Adding to initial communications programs, regular information updates must to be done
______________ to inform the relevant parties about the working of the program and also any
changes in operation or other developments.
2 points
QUESTION 14
1. CRM strategy should include a mix of
culture
people
business processes
technology
All of the above
2 points
QUESTION 15
1. To reap a customised approach, maximum of the corporations use a dating coverage as a
________ approach.
2 points
QUESTION 16
1. Retention equity is the tendency of the customer to stick with the brand, above and beyond
the customer’s _______________ of the brand.”

2 points
QUESTION 17
1. The method used to assess real cost of providing services to an individual customer is