1. Customer service is driven primarily by the physical distribution of the product.

False

True

2. It costs about the same amount to develop a new customer as it does to keep an existing customer.

False

True

3. Order cycle time typically has a bimodal frequency because there is a different cycle time distribution for online orders and orders received over the phone.

False

True

4. More than half of the top criteria important to customers are physical distribution/customer service related.

True

False