Final answer:
The statement is false. Activities such as upgrading, full-line selling, cross-selling, and handling complaints typically occur during the commitment stage of the relationship development process.
Step-by-step explanation:
The statement is false. Activities such as upgrading, full-line selling, cross-selling, and handling complaints typically occur during the commitment stage of the relationship development process. This stage involves solidifying the relationship between the company and the customer and ensuring their ongoing satisfaction. Upgrading refers to encouraging customers to move to a higher level of service or product, while cross-selling refers to offering complementary products or services. Handling complaints is an important part of maintaining customer loyalty.