Learning Unit 3 Project

Which reasons did you see in this scenario as to why customers remain loyal to P-Town?

All of the choices are reasons for loyalty.

Which of the following is a phone etiquette technique that Sam used in this scenario?

He smiled as he spoke.

Jane helps build trust with her customers by _______.

communicating convincingly

Which of the following is a benefit of customer relationship management?

customer loyalty

What type of customer was Sam dealing with in this scenario?

high touch customer

According to Joe, an advantage of technology is that it allows employees to serve __________.

more customers in a shorter period of time

Nick is having problems using technology because it requires __________.

new training and skills

Which would NOT be considered good e-mail etiquette?

sending promotional e-mails to customers without permission

Nick can avoid getting reassigned or dismissed from his job by _________.

taking refresher courses

Throughout her day at the restaurant, there are several instances when Jane comes in contact with customers, which is an opportunity to influence customer loyalty and enhance the customer relationship. These instances are termed as _________.

touch points

P-Town could benefit from a customer loyalty program by

training all employees to build relationships on an interpersonal level.