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    Question

    Which factor most directly increases customer

    retention?
    A Frequent rate changes Correct Answer Incorrect Answer
    B Personalized communication Correct Answer Incorrect Answer
    C Aggressive sales pressure Correct Answer Incorrect Answer
    D Higher processing fees Correct Answer Incorrect Answer
    E Product elimination Correct Answer Incorrect Answer

    Solution

    Personalized interaction builds relationship and loyalty. Why others are incorrect: Rate changes create uncertainty; Sales pressure irritates; Higher fees reduce satisfaction; Elimination removes offerings. Banking Example: Birthday offers and tailored investment advice.

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