1 When identifying value-added services, a company should look inward and rely on a
thorough evaluation of internal processes.
(A) True
(B) False
2 One way to increase customer value is to lower benefits by less than the reduction in costs.
(A) True
(B) False
3 Getting customers to commit to your products in the long run is customer loyalty.
(A) True
(B) False
4 Today, the lines between the functions of marketing and selling are distinct.
(A) True
(B) False
5 Value-added selling changes little in the sales process.
(A) True
(B) False
6 In general, a salesperson should overpromise and underdeliver.
(A) True
(B) False
7 One of the ways services are different from products is intangibility.
(A) True
(B) False
8 The whole can never be greater than the sum of its parts.
(A) True
(B) False
9 A company should never fire a customer.
(A) True
(B) False
10 The lifetime value of a customer is the sum of the estimated stream of future profits.
(A) True
(B) False