Question $101(1$ point$)$

Managers who thought they knew their company$$s loss rates said they lost how many customers every year?

Question $101$ options:

a$)$

$78\%$

b$)$

$34\%$

c$)$

$911\%$

d$)$

$913\%$

Question $102(1$ point$)$

Every individual's primary motivation is:

Question $102$ options:

a$)$

money.

b$)$

pride.

c$)$

value.

d$)$

self$-$interest.

Question $103(1$ point$)$

Critical actions in E$-$commerce include:

Question $103$ options:

a$)$

making customer support easily accessible.

b$)$

honouring the customer feedback loop.

c$)$

both A and B

d$)$

neither A nor B

Question $104(1$ point$)$

Both Informal and Formal reward programs require pre$-$planning and need to be company$-$wide. They both take money, time, and pre$-$planning to implement.

Question $104$ options:

a$)$ True

b$)$ False

Question $105(1$ point$)$

Which of the following examples is NOT an example of something a company can do to enhance extrinsic value?

Question $105$ options:

a$)$

multiple varieties

b$)$

packaging

c$)$

guarantees

d$)$

add$-$ons

Question $106(1$ point$)$

Assertiveness behaviour and aggressive behaviour are:

Question $106$ options:

a$)$

complementary.

b$)$

identical.

c$)$

different.

d$)$

often confused.

Question $107(1$ point$)$

CRM infrastructure is made up of components including people. This is considered the $\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_.$

Question $107$ options:

a$)$

activities within the company

b$)$

raw material

c$)$

enabling engine

d$)$

the power supply

Question $108(1$ point$)$

According to the text, satisfied workers are not

Question $108$ options:

a$)$

motivated workers.

b$)$

happy workers.

c$)$

long$-$term workers.

d$)$

none of the above

Question $109(1$ point$)$

NPS is an excellent way to gather critical data about overall customer loyalty. NPS is

Question $109$ options:

a$)$

Numeric Point Spread

b$)$

Nominal Point System

c$)$

Net Promoter Score

d$)$

National Promotion Statistics

Question $110(1$ point$)$

The manager leads an organization by:

Question $110$ options:

a$)$

showing employees direction.

b$)$

generating motivation for action.

c$)$

providing resources.

d$)$

all of the above