1. What are some advantages of understanding how mobile technology is applied in customer service
A. Knowing how to provide content to customers more easily
B. Recognizing how the technology can be used to build customer rapport
C. Understanding how to give customers 24/7 access
D. All of these

2. Sales performance evaluations are necessary
A. as a way for management to obtain their bonuses
B. to supplement training
C. to provide feedback to salespeople
D. None of the above

3. ________ reflects the perceived tangible and intangible benefits and costs to customers
A. Satisfaction    
B. Loyalty
C. Value
D. Expectations

4. Marketing evaluation and ________ processes are necessary to understand the efficiency and effectiveness of marketing activities and how both could be improved.
A. analysis    
B. feedback
C. control
D. consumer behavior

5. ________ activities are the means by which firms attempt to inform, persuade, and remind consumers directly or indirectly about the brands they sell.
A. Consumer behavior    
B. Marketing research
C. Market segmentation
D. Marketing communication


Answers:      1 (D), 2 (C), 3 (C), 4 (C), 5 (D)

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