Managing Services 162304 Week3

managing-services-162304-week3

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Question 1 of 1

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1. A member of an organisation to whom a service is provided by someone else in the organisations is

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2. A valued customer is one who

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3. The activity involving the use of IT to form a better understanding of the need of individual customers is

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4. A traditional buyer-supplier relationship in which transactions are channelled through one point of contact is what sort of relationship?

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5. A transactional relationship is

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6. The encouragment and promotion of contact at multiple levels and in multiple organisation functions is

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7. A person or organisation who sells a product or service to an end-customer on behalf of one or more suppliers is known as

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8. A personal relationship is one that is

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9. A diamond relationship is one where

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10. CRM is:

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11. A custmer whose financial value over the long term is important is a

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12. The relationship such as banking services which provide a variety of services/products to capture the customer are known as

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13. Activities which maintain and enhance relationships with individual customers is known as

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14. A salesman contacts the firm's buyer (who he hasn't spoken to previously) and provides information that enables the sale to be concluded is

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15. Customer types.

Match the text (click and drag)

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Match the text
The anarchist
The hostage
The incompetent
The ally
The patient
The tolerant
The intolerant
The victim
The terrorist
The champion

Click and drag
are 'locked in' to a particular service
seldom passive, may cause stress and problems
mounts a damaging attack when least expected
dislike rules and systems
things always go wrong, attract bad luck
have a positive frame of mind, provide positive feedback
locked in to institution such as school
may be confused or feel threatened
may be passive, may become invisible
supportive, provide positive WOM

Managing Services 162304 Week3

Question 1 of 1

Time Left

1. A member of an organisation to whom a service is provided by someone else in the organisations is

Select the correct answer(s).

(0/0)

2. A valued customer is one who

Select the correct answer(s).

(0/0)

3. The activity involving the use of IT to form a better understanding of the need of individual customers is

Select the correct answer(s).

(0/0)

4. A traditional buyer-supplier relationship in which transactions are channelled through one point of contact is what sort of relationship?

Select the correct answer(s).

(0/0)

5. A transactional relationship is

Select the correct answer(s).

(0/0)

6. The encouragment and promotion of contact at multiple levels and in multiple organisation functions is

Select the correct answer(s).

(0/0)

7. A person or organisation who sells a product or service to an end-customer on behalf of one or more suppliers is known as

Select the correct answer(s).

(0/0)

8. A personal relationship is one that is

Select the correct answer(s).

(0/0)

9. A diamond relationship is one where

Select the correct answer(s).

(0/0)

10. CRM is:

Select the correct answer(s).

(0/0)

11. A custmer whose financial value over the long term is important is a

Select the correct answer(s).

(0/0)

12. The relationship such as banking services which provide a variety of services/products to capture the customer are known as

Select the correct answer(s).

(0/0)

13. Activities which maintain and enhance relationships with individual customers is known as

Select the correct answer(s).

(0/0)

14. A salesman contacts the firm's buyer (who he hasn't spoken to previously) and provides information that enables the sale to be concluded is

Select the correct answer(s).

(0/0)

15. Customer types.

Match the text (click and drag)

(0/0)

The anarchist

The hostage

The incompetent

The ally

The patient

The tolerant

The intolerant

The victim

The terrorist

The champion

are 'locked in' to a particular service

seldom passive, may cause stress and problems

mounts a damaging attack when least expected

dislike rules and systems

things always go wrong, attract bad luck

have a positive frame of mind, provide positive feedback

locked in to institution such as school

may be confused or feel threatened

may be passive, may become invisible

supportive, provide positive WOM

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