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:
internal departments
staff
direct marketing opportunities
organisations and individuals
The benefits of customer retention to an organisation include:
obtaining customer data
better customer service
exceeding customer expectations
higher prices
Which one of the following is NOT a technique to attract or retain customers?
Industry networking
Staff bonus schemes
Staff training
Advertising campaign
Customer loyalty can be assessed by customer:
expectations
rapport
service
feedback
Customer recovery is the process or strategies used by a company to attract previous customers who have:
no need for the product / service
completed a questionnaire
stopped doing business with them
moved to a different location
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