Which of the Following Statements About Customer Satisfaction Is NOT

question 75

Multiple Choice

Which of the following statements about customer satisfaction is NOT true?

• A)It costs approximately 15 times more to acquire a new customer versus retaining an existing customer.
• B)Professional salespeople look beyond the value of a single sale and focus on the life-time value of the customer.
• C)It is hard for competitors to "steal" a loyal and satisfied customer.
• D)Perceived purchase satisfaction if a function of the difference between expected and actual sales experience.
• E)Customer retention is critical to the long-term success of a salesperson.

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Definitions:

Groupthink

A psychological phenomenon that occurs within a group of people when the desire for harmony or conformity results in an irrational or dysfunctional decision-making outcome.

Social Facilitation

The tendency for people to perform tasks better when they are in the presence of others.

Cognitive Dissonance Theory

A psychological theory suggesting that individuals experience discomfort and distress when holding two or more contradictory beliefs, ideas, or values, often leading to changes in beliefs or attitudes.

Attribution Theory

A social psychology theory which explains how individuals pinpoint the causes of their own and others' behaviors.