The ‘Identikit’ use of MOSAIC referred to during the chapter, in connection with a mail order wine business, was an example of

1.   ?    A loyalty Scheme
2.   ?    An Acquisition strategy
3.   ?    A retention Device
4.   ?    A Call-to Action mechanism

Attraction and Interaction are the main stages within

1.   ?    Loyalty
2.   ?    Relationship Marketing
3.   ?    Acquisition
4.   ?    Retention

Progression and Reclamation are stages within

1.   ?    Loyalty
2.   ?    Relationship Marketing
3.   ?    Acquisition
4.   ?    Retention

Which of the following is not a type of cessation

1.   ?    Termination
2.   ?    Dissolution
3.   ?    Switching
4.   ?    Deterioration

According to Jones and Sasser, the difference in repeat purchase levels between customers scoring satisfaction as 4 or 5 on a 5 point satisfaction scale is

1.   ?    two fold
2.   ?    four fold
3.   ?    six fold
4.   ?    eight fold