TM101 Agri-tourism Management: Introduction to CRM
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Questions and Answers

What is the primary focus of Customer Relationship Marketing (CRM)?

  • Financial transactions
  • Vendor relationships
  • Product marketing efforts (correct)
  • Employee relationships

    • Which is NOT listed as a benefit of Customer Relationship Marketing (CRM)?

  • Better customer retention
  • Better anticipation of needs
  • Better segmentation
  • Improved employee satisfaction (correct)

    • What is one of the disadvantages mentioned for Customer Relationship Marketing (CRM)?

  • Increased security concerns (correct)
  • Enhanced customer loyalty
  • Better knowledge of customers
  • Improved customer communication

    • Which type of customer is described as making purchases based on immediate desires rather than long-term loyalty?

    <p>Impulse Customers</p> Signup and view all the answers

    What does a Customer Care Policy primarily define for a company?

    <p>Guidelines for excellent customer service</p> Signup and view all the answers

    What does the Role of a Customer Care Policy primarily focus on establishing within a business?

    <p>Positive and customer-focused culture</p> Signup and view all the answers

    What is the primary goal of effective communication in marketing?

    <p>Promoting products or services more effectively</p> Signup and view all the answers

    Which of the following is NOT listed as a benefit of effective communication?

    <p>Boosts employee productivity and morale</p> Signup and view all the answers

    In what way does communication occur according to the text?

    <p>Through verbal and non-verbal channels</p> Signup and view all the answers

    Which aspect is NOT emphasized as a way to improve communication skills?

    <p>Keeping the message ambiguous</p> Signup and view all the answers

    What is a key element mentioned in the 5 Cs of communication for marketing purposes?

    <p>Consolidating the brand image</p> Signup and view all the answers

    Why is effective communication important for new customers according to the text?

    <p>To support new customers in understanding and recognizing the brand</p> Signup and view all the answers

    What is postpurchase dissonance?

    <p>A form of anxiety consumers experience after making a purchase</p> Signup and view all the answers

    In the context provided, what is the main characteristic of low-involvement decisions?

    <p>They require minimal effort in decision-making</p> Signup and view all the answers

    What is the purpose of aligning Customer Service Vision with a company's vision?

    <p>To ensure consistency and coherence in customer service efforts</p> Signup and view all the answers

    Why do high-involvement decisions cause a great deal of postpurchase dissonance?

    <p>As they pose a high risk to the buyer if a mistake is made</p> Signup and view all the answers

    What does auditing current customer service efforts entail?

    <p>Assessing and evaluating the existing customer service practices</p> Signup and view all the answers

    Why is it important to make a customer service policy easily accessible?

    <p>To facilitate understanding and implementation of the policy</p> Signup and view all the answers

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