Which of the Following Is True About Touch Points

question 65

Multiple Choice

Which of the following is true about touch points?

• A)They refer to the points along the price line at which the purchased product passes onto the customer's hands.
• B)Measuring the overall customer satisfaction is a better measure of customer loyalty than measuring the same at each touch point.
• C)A call centre is an example of a human touch point.
• D)Measuring customer loyalty starts with understanding and listing the total customer interactions that influenced the customers' satisfaction.

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Definitions:

CVP Income Statement

A financial statement that shows the effects of changes in costs and volume on a company's profits using Cost-Volume-Profit analysis.

Breakeven

The point at which total revenues equal total costs, resulting in neither profit nor loss.

Unit Selling Price

The price at which individual units of a product are sold to customers, not including discounts or added taxes.

Unit Variable Costs

The costs that vary directly with the level of production or service, measured on a per unit basis.