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.