1. Which of the following statements is true of service failures?
If handled effectively, they can result in higher customer loyalty.
They can be eliminated by successful market segmentation.
They can be solved by canceling return policies.
Retailers cannot recover from service failures.
2. A sales manager at Guilden Corporation, a manufacturer of consumer durable goods, instructed his new salesperson, Rita, to sell five flat screen televisions per week. He informed her that, in addition to this, she was also expected to identify ten potential customers. These instructions given to Rita are referred to as _____.
referrals
quotas
sales leads
touch points
3. The benefits of social media can be easily measured.
True
False
4. Social media measurements are meaningless unless:
they ignore investment per fan and follower.
they are tied to key performance indicators.
they dismiss return on investment.
they ignore the rate of accumulation.