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P3CS5-2

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Question 1 of 5

Customer retention is the activity an organisation takes in order to maintain regular custom from:

organisations and individuals

internal departments

direct marketing opportunities

staff

The benefits of customer retention to an organisation include:

exceeding customer expectations

obtaining customer data

higher prices

better customer service

Which one of the following is NOT a technique to attract or retain customers?

Industry networking

Staff training

Advertising campaign

Staff bonus schemes

Customer loyalty can be assessed by customer:

rapport

service

expectations

feedback

Customer recovery is the process or strategies used by a company to attract previous customers who have:

no need for the product / service

moved to a different location

completed a questionnaire

stopped doing business with them

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