MCQ With Answers - CRM

MKT610 - Customer Relationship Management
Solved By Black Shadow(Street)

Time: 120 min
M - 81
Question No: 1 ( M - 1 ) .

Within the context of a supply chain, __________ is the ability of a logistics system to satisfy
users in terms of time, dependability, communication and convenience.
► Customer service
► Just-in-time inventory
► Distribution management
► Replenishment
Which of the following is the description of good sales people?
► On site support
► Problem solver
► Organized
► Empathetic
Operational customer relationship management supports which one of the following functions?
► Customer campaigns
► Front Office
► Data mining
► Effective interaction


Which of the following processes is MOST critical to the success of the firm?

► Resource-allocation
► Manufacturing and distribution
► Payment and billing
► Customer support/handling


Which of the following refers to the “lowest” level of strategy?
► Financial strategies
► Marketing strategies
► Operational strategies
► HR strategies


The skill to stimulate someone to take action refers to which of the following?
► Skill to foresee
► Skill to speed up response
► Skill to listen
► Skill to induce

Which of the following is the act of designing the company’s offering and image to occupy a
distinctive place in the mind of the target market?
► Segmenting
► Positioning
► Targeting
► Imaging
The customer relationship involves tracking the full range of interactions with prospects and
customers except:
► Customer service and support interaction
► Sales interaction
► Marketing interaction
► Higher management activities

Which of the following process consists of the buying and selling of products or services over
electronic systems such as the internet and other computer networks?
► E-mail Marketing
► Web Personalization
► Sales force Automation
► E-commerce
Question No: 10 ( M - 1 ) - Please choose on

Salesforce.com was one of the first to deliver customer relationship management (CRM)
software over the internet. Many companies are using CRM to create more sales with existing
customers. All of these companies are banking on the increasing importance of __________ as a
growing source of sales.
► Media convergence
► Distribution elasticity
► E-commerce
►Sales force automation

Front Office CRM Systems covering real-time aspects of sales related activity is referred to as:
►Sales Force Automation
► CRM Customer Services
► CRM Customer Communications
► Automated Marketing
Which of the following is NOT a characteristic of the Business-to-Business arena?
► Large markets
► Wide geographic spread
► Complex buyer behavior
► Low volume of transactions
The phase in the selling process in which the salesperson gathers as much information about the
prospective client before the sales call is called:
►Prospecting
►Targeting
► The approach
► Pre-approach
http://wps.pearsoned.co.uk/ema_uk_he_kotler_prinmark_4/27/7112/1820819.cw/content/in
dex.html

Negotiation is a give and take activity in which both parties try to shape a deal that satisfies both
of them; it reflects which one of the following negotiation?

► Standard negotiation
► Co-operative negotiation
► Collusive negotiations
► Competitive negotiation
“Lead tracking, distribution and management” are functional components of which of the
following?
►Marketing application
► Sales application
► Support application
► Customer service
Electronic booksellers like amazon.com and barnesandnoble.com are likely to enjoy strong
sales in the future because books are a product category that:

► Can be delivered digitally
► Are highly standardized
► Require audio or video demonstration
► Do not require pre-purchase trial
http://highered.mcgraw-
hill.com/sites/0072999896/student_view0/chapter18/multiple_choice_quiz_b.html
Which of the following is the application of insight to create relevant interaction or
communication with consumers, customer’s channels suppliers and partners that build value
relationships
► Combine
► Correlate
► Cognize
► Connect
“The process to impart information from a sender to a receiver with the use of a medium”
reflects which one of the following concepts?
► Channel
► Decoding
► Communication

► Message

The ability to communicate effectively
► Can be learned
► Depends on the education level of those around you
► Depends on not using technology to send messages
► Is a natural talent that cannot be learned


A good, service, or idea consisting of a bundle of tangible and intangible attributes that can
satisfy consumers is called a:
► Commodity
► Product
► Durable good
► Nondurable good


The target market for cookbooks is predominantly female and over 25 while the readership for
comic books is mainly males between the ages of 15 to20. This is important __________
information for a publisher to know.
► Psychographic
► Socioeconomic
► Demographic
► Geographic


Customer satisfaction with the purchase of a product is dependent upon what?
► The product's performance relative to the buyer's expectations
► The product's performance relative to the price
► The product's performance relative to the service
► The product's performance relative to the quality


A loyal customer has which kind of the relationship with the organization?
► No relationship
► Indifferent relationship
► Emotional relationship
► Transactional relationship


Which of the following tracks all the steps in the sales process
► None of the given options
► SCM
► SFA
► CRM


In property development, customer relationship is based on which of the following factors?
► Attitudes
► Money
► Trust
► Convenience


Which of the following does not drive the growth of direct marketing?
►Technology
► Customer perceptions
► Poduct
► Market changes


Which of the following is NOT a benefit of direct marketing?
► Convenience
► Interactive
►Customer relationship building
► Assists client prospecting
http://wps.pearsoned.co.uk/ema_uk_he_kotler_prinmark_4/27/7112/1820808.cw/index.htm


Inquisitive is the characteristic of which of the following category?
► Hypocritical mood customer
► Complaining mood customer
►Objection mood customer
► Indifference mood customer


Which of the following is a person’s pattern of living as expressed in his or her psychographics?

► Social class
►Lifestyle
► Culture
► Personality


The buyer-supplier relationship characterized by a close cooperative relationship where the seller
adapts to meet the customer's needs without expecting much adaptation or change on the part of
the customer in exchange is referred to:
► Customer is king
►Buyer-supplier relationship is transactional
► Supplier is king
► None of the given option
http://wps.prenhall.com/bp_kotler_mm_12/33/8681/2222417.cw/index.htm


Internal strengths and weaknesses are usually referred to as
► Uncontrollable activities within an organization
►Controllable activities within an organization
► Most important for shareholders and stakeholders
► Important as external opportunities and threat


Karen's company just finished meeting with the consultants who delivered a 4-year plan of
renovation for a company. Which part of the strategic landscape has been described in this
statement?
► Strategy assessment
► Strategy implementation
►Strategy formulation
► Strategy initiation


When an organization understands the psyche of people at large scale through research and
marketing activities towards organization and product is known as
► Formulation and implementation of an organization's procedures
► Good-will through a two way communication process
► Coordination of communications programs public
► Evaluation of public attitudes and opinion


After shopping at www.americangirl.com , Mr.A received an e-mail from the online retailer of
dolls and doll accessories that told him when the doll would be shipped and when it should arrive
at him house. The e-mail is an important element of which one of the seven elements of web
design?
► Content
► Clarity
► Customization
► Communication


Identify which is NOT the part of Modules of CRM
► Advanced technologies
► Functional components
► Financial components
► Channel


In which of the following phase of CRM, a business relies on CRM software tools and databases
to help the company proactively identify and reward its most loyal and profitable customers to
expand their business via targeted marketing and relationship marketing programs.
► Satisfied
► Retain
►All of the given options
► Acquire


The changing demographics of global consumers has tremendous implications on the nature of
opportunities for organizations. In view of this which of the following statements in incorrect
►Global marketers need to face up to the challenges.
► This can only be regarded as a major threat to the survival of today's
organizations as it will bring significant costs to them.
► There has been a reduction in birth rates in many developed economies.
► Businesses need to develop and market products and services that cater to the
changing needs of the ageing consumers
http://www.oup.com/uk/orc/bin/9780199239429/01student/mcqs/ch01/?view=Standar
Which of the following is the best example of a people-based service
► Vending machines
► Airlines
► Appliance repair
► Movie theater


Any single product or service can deliver
► Same benefits to different customers
► Same benefits to delighted customers
► Different benefits to different customers
► Same benefits to loyal customer


In a recent agreement with South African Fruit Growers Cooperative, UPS contracted to
transport its produce to supermarkets in Great Britain. In marketing terminology, the
supermarkets are an example of __________, and the people who buy the fruit are examples of
___________.
► Ultimate consumers; organizational buyers
► Organizational users; individual users
► Broad markets; narrow markets
► Organizational buyers; ultimate consumer


It is likely that global competition will become more fiercely intensive because:
► Organizations are forming alliances with other market players.
► Competitors are becoming more aggressive.
► Competitors can seemingly access any international market and compete freely.
► Competitors are increasing in size and have more resources to compete
http://www.oup.com/uk/orc/bin/9780199239429/01student/mcqs/ch01


Which one of the following options is NOT considered a major area on which customer
relationship management focuses?
► Expansion of customer base
► Reduction of advertising costs
► Gaining new customers but no focus on existing ones
► Personal information gathering and processing

Question No: 43 ( M - 3

How CRM does help to grow business?


How ''moments of truth'' contribute to the image of an organization


What is sales cycle and how it is affected by the sale people behaviors?

Question No: 46 ( M - 5 )

Now business organization’s focus has been converted from product driven environment to
customer-driven and value-focused environment. How customer-driven and value-focused
environment affect business activities to enhance performance and profitability of the
organization


“The lifetime value of individual customers is predictable” Critically analyze the statement


Today, every organization is exclusively used the term “360-degree view of the customer” in its
marketing and selling view. What is actually meant by 360-degree view of the customer? Why
technology is important for the application of 360-degree view of the customer how it works for
organizational activities? What are the merits and demerits of 360-degree view of the customer?

A new electronic company is entering in the local market, how will it create a good image by
using reputation management? How good reputation will affect the organizational internal
environment on the whole?

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What are the main components of a CRM system?

What are the main stages of a sales cycle?

MKT610 - Customer Relationship Management

Solved By Black Shadow(Street)

Question No: 6 ( M - 1 ) .

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