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Take Test: MBCH772D-Customer Relationship Management-Jan20-Assignment1

 
QUESTION 1
1. Select the most appropriate option. 
The act of obtaining a desired object from someone by offering something in
return is called a. Transaction b. Exchange c. Relationship d. Value
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 2
1. Select the most appropriate option. 
Which of the following communication strategies does NOT involve direct
communication between sales managers and salespeople? a. Manipulation b.
Threats c. Persuasion d. Promises
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 3
1. Pick the best fit. 
The catalyst of any successful sales force organization is -------. a. The
recruitment and selection of good salespeople b. Current and relevant
customer research data c. Relevant and extensive sales training d. Sales
managers who work with their people e. All of the above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

1 points   
QUESTION 4
1. Select the most appropriate option. 
An example of a first-level relationship marketing program would be a(n): a.
Fan club for a famous entertainer. b. High-school alumni association. c. Club
for owners of a particular model of car. d. Two-for-one deal on airline tickets.
1. a is correct

2. b is correct

3. c is correct

4. d is correct
 1 points   
QUESTION 5
1. Pick the best fit. 
Functional components include: a. Sales Application b. Marketing Automation
c. Customer Service Application d. Support Application e. All of the Above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

1 points   
QUESTION 6
1. Select the most appropriate option. (This question will have more than 1
correct answer) 
To increase the visibility of complaints we should focus on:
1. visibility of complaints

2. Solicit Complaints

3. Process
Improvement
4. The Complaint

1 points   
QUESTION 7
1. Select the most appropriate option. 
CRM as a discipline that depends on people, process, information and -------.
a. Technology b. Innovation c. Discovery d. All of the above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 8
1. Select the most appropriate option. 
Services have special characteristics namely ------- which affect their
Marketing process
1. Intangibility

2. Inseparability

3. Heterogeneity

4. Perishability

5. All the above

1 points   
QUESTION 9
 1. Choose the most appropriate option. 
State whether the following statement is true of false. Customer care can be
provided via various means such as website, FAQs (Frequently Asked
Questions), etc.
1. true

2. false

1 points   
QUESTION 10
1. Pick the best fit. 
e-CRM tool: a. Automatic response technology b. Application Service
Provider c. Automatic resource technology d. Automatic Service Provider
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 11
1. Select the most appropriate option. 
Receiving a required inventory item at the exact time needed. a. TQM b. JIT
c. BPR d. PERT
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 12
1. Pick the best fit. 
The supply chain management philosophy emerged in which decade?
1. 1960

2. 1970

3. 1980

4. 1990

1 points   
QUESTION 13
1. Select the most appropriate option. 
ESI allows parallel development of product and service design in an iterative
interaction with the suppliers. The term ESI means:
1. Early Supplier Involvement

2. Early Supplier Implementation

3. Early Supplier Implication

4. Early Supplier Inventories

 1 points   
QUESTION 14
1. Select the best option. 
Brand ------- is the added value endowed to products and services. a. Loyalty
b. Equity c. Preference d. Satisfaction e. Benefits
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e Is correct

1 points   
QUESTION 15
1. Pick the best fit. 
Customers being able to buy products and services on the Internet is a result
of: a. e-business b. e-marketing c. e-purchasing d. e-commerce
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 16
1. Select the most appropriate option. 
ATM is an example of: a. Kaizen b. Six Sigma c. BPR d. TQM
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 17
1. Select the most appropriate option. 
State whether the following statement is true or false. Satisfied customers are
loyal customers.
1. true

2. false

1 points   
QUESTION 18
1. Select the most appropriate option. 
Supporting customers through the process of selecting, purchasing, and
maintaining a product or service is known as: a. Customer loyalty b.
Customer satisfaction c. Customer retention d. Customer services
1. a is correct
 2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 19
1. Pick the best fit. 
The term “e-Commerce”, often used interchangeably with IBM’s coined term
“e-Business”.
1. true

2. false

1 points   
QUESTION 20
1. Select the most appropriate option. 
State whether the following statement is true or false. The information
processed within modern CRM systems is dynamic.
1. true

2. false

1 points   
QUESTION 21
1. Select the most appropriate option. 
State whether the following statement is true of false. Mass market directly
correlate with a larger number of sales or buy in to the product.
1. true

2. false

1 points   
QUESTION 22
1. Pick the best fit. 
In a typical sales force, the top 30 percent of the salespeople may bring in
------- percent of the sales. a. 40 to 50 b. 50 to 60 c. 60 to 70 d. Above 70
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 23
1. Choose the most appropriate option. 
CRM changes the organisation to ------- focused organisation. a. Product b.
Customer c. Profit d. Goodwill
1. a is correct

2. b is correct

3. c is correct
 4. d is correct

1 points   
QUESTION 24
1. Select the correct option. 
State whether the following statement is true or false. Knowledge
management is not just a matter of managing information. It is … deeply
social in nature and must be approached by taking human and social factors
into account.
1. true

2. false

1 points   
QUESTION 25
1. Choose the correct answer. 
An enterprise system that integrates the downstream value chain is: a. ERP
b. SCM c. CRM d. None of the above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 26
1. Select the most appropriate option. 
There are different types of buying approach: a. Rational b. Emotional c.
Behavioural d. All of the above
1. a & c are correct

2. a & b are correct

3. b & c are correct

4. d is correct

1 points   
QUESTION 27
1. Pick the best fit. 
For good CRM implementation ------- is needed. a. Data Warehouse b. Data
Mart c. Intelligent Database d. Large Server
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 28
1. Pick the best fit. 
Identify which is NOT the part of Modules of CRM? a. Advanced
Technologies b. Functional Components c. Financial Components d. Channel
 1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 29
1. Select the most appropriate option. 
Wider the gap between the organisations providing the service of product and
the user, lesser is the rate of -------
1. Retention

2. Acquisition

3. Satisfaction

4. Customer Value

1 points   
QUESTION 30
1. Choose the most appropriate option. 
Marketing evaluation and ------- processes are necessary to understand the
efficiency and effectiveness of marketing activities and how both could be
improved. a. Control b. Analysis c. Measurement d. Feedback e. Consumer
behavior
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

1 points   
QUESTION 31
1. Select the most appropriate option. 
The concept of mass production is refined by -------
1. F.W. Taylor Frederick

2. Henry Fayol

3. Henry Ford

4. Mc Gregor

1 points   
QUESTION 32
1. Select the most appropriate option. 
Respondents rate these three stages as most important to success among
the ------- project stages.
1. 5

2. 6
 3. 8

4. 7

1 points   
QUESTION 33
1. Choose the most appropriate option. 
Marketers often use the term ------- to cover various groupings of customers.
a. People b. Buying power c. Demographic segment d. Social class position
e. Market
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

1 points   
QUESTION 34
1. Select correct option: 
The levels of satisfaction a customer normally expects can be booked under:
a. Expected Satisfaction b. Desired Satisfaction c. Exciting Satisfaction d. All
of the Above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 35
1. Pick the best fit. 
------- include the Web; call centres, phones, and mobile devices etc. in CRM
applications a. Channels b. Functional components c. Modules d. Sales Force
Applications
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 36
1. Pick the best fit. 
It conveys to the customer an element of inconsistency and non-
standardisation in the service offer and service delivery. This concept is
based on:
1. Intangibility

2. Perishability
 3. Variability

4. Heterogeneity

1 points   
QUESTION 37
1. Select the most appropriate option. 
While satisfaction leads to retention, dissatisfaction leads to the stage of: a.
Attrition b. Defection c. Reacquisition d. Either a or b
1. a is correct

2. b is correct

3. c is correct

4. d is correct

1 points   
QUESTION 38
1. Choose the most appropriate option. 
Acquiring the Right Customers, based on known characteristics, which drives
growth and increased profit margin, is a benefit of ------- a. CRM Process b. e-
CRM c. CRM d. e-CRM Process
1. CRM Process

2. e-CRM

3. CRM

4. e-CRM Process

1 points   
QUESTION 39
1. Pick the best fit. 
Intangibility can be overcome by a. Visualization b. Association c. Physical
Representation d. Documentation, Facts and Figures e. All of the Above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

1 points   
QUESTION 40
1. Choose the most appropriate option. 
State whether the following statement is true or false. Customer and
employee retention strategies would also be quite alike and may be handled
using comparable utilities.
1. true

2. false

1 points   
QUESTION 41
 1. Pick the best fit. 
Original products, product improvements, product modifications, and new
brands that a firm develops through its own research and development efforts
are called: a. New products b. Concept products c. Altered products d.
Supplemental products
1. a is correct

2. b is correct

3. c is correct

4. d is correct

4 points   
QUESTION 42
1. Select the most appropriate option. 
If an automobile company describes one of its cars of the future as being “a
moderately priced subcompact designed as a second family car to be used
around town; the car is ideal for running errands and visiting friends,” then the
company has just stated a potential new product in terms of a: a. product idea
b. product image c. product concept d. product feature
1. a is correct

2. b is correct

3. c is correct

4. d is correct

4 points   
QUESTION 43
1. Select the best option. 
Which of the following is one of the main ways to measure brand equity? a.
Statistical analysis of demographics. b. Secondary evaluation of
governmental statistics. c. Directly assessing the actual impact of brand
knowledge on consumer response to different aspects of marketing. d.
Evaluating published statistics of competitors. e. Hiring independent
evaluators.
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e Is correct

4 points   
QUESTION 44
1. Choose the most appropriate option. 
All of the following are considered to be among the main perils of CRM
except: a. Implementing CRM before creating a customer strategy. b. The
enormous cost that might eventually drain significant profits from the
organization. c. Rolling out CRM before changing the organization to match.
d. Assuming more CRM technology is better. e. Talking, not wooing
customers.
1. a is correct
 2. b is correct

3. c is correct

4. d is correct

5. e is correct

4 points   
QUESTION 45
1. Select the most appropriate option. 
Kevin buys the same brand of clothing all the time. He continues to buy it
because it fits him well and the price is right, but he does not have an
emotional attachment to it. Kevin is an example of a(n) -------. a. Trapped
customer b. Committed customer c. Repeat customer d. Nonsatisfied
customer e. Indifferent customer
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e IS correct

4 points   
QUESTION 46
1. Select the most appropriate option. 
Complaints may have different levels of impact on customer retention.
Complaints from this viewpoint may be classified into: a. Expressed and
Resolved b. Expressed but not Resolved c. Not Expressed but Resolved d.
Not Expressed and Not Resolved e. All of the Above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

2 points   
QUESTION 47
1. Pick the best fit. 
A customer is any occasion on which a customer encounters the brand and
product ------- from actual experience to personal or mass communications to
casual observation. a. Touch point b. Point of order c. Point of difference d.
Pivot point e. Point of parity
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct
 2 points   
QUESTION 48
1. Choose the most appropriate option. 
------- the act of modifying a product or service to fit a given user’s
requirements, is a possible e-commerce source of sustainable competitive
advantage. a. Specialization b. Customization c. Targeting d. Tuning e. None
of the above
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

2 points   
QUESTION 49
1. Choose the most appropriate option. 
The term ------- describes the turnover in a company’s customer base. a.
Consumption audience b. Customer lifetime value c. Disintermediation d.
Customer churn
1. a is correct

2. b is correct

3. c is correct

4. d is correct

2 points   
QUESTION 50
1. Choose the most appropriate option. 
------- is the ability of a potential customer to recognize or recall a brand as a
member of a product category. a. Brand Loyalty b. Brand Awareness c. Brand
Associations d. Perceived Quality
1. Brand Loyalty

2. Brand Awareness

3. Brand Associations

4. Perceived Quality

2 points   
QUESTION 51
1. Select the most appropriate option. 
------- is the approach of converting a casual customer into a committed loyal
customer.
1. Customer Acquisition

2. Customer Retention

3. Customer Poaching

4. Customer Pooling

2 points   
QUESTION 52
1. Pick the best fit. 
Which of the following is not a disadvantage of a product sales force
structure? a. Extra selling costs involved with multiple sales visits from
separate divisions b. Attention given to individual products c. Salespeople
may wait to see the same customer’s purchasing agents d. Increase
customer delivery time e. B and C
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

2 points   
QUESTION 53
1. Select the correct option. 
The attempt to retain customers by giving rewards to those who make
additional, ongoing purchases is part of a ------- a. Cross-selling effort b.
Frequency or loyalty program c. Customer relationship management program
d. Relationship selling system e. Enhanced sales system
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e Is correct

2 points   
QUESTION 54
1. Select the most appropriate option. 
An approach in which all the company’s people are involved in constantly
improving the quality of products, services, and business processes is called:
a. Six sigma b. Total quality management c. Total relationship opportunity d.
Exchange management
1. a is correct

2. b is correct

3. c is correct

4. d is correct

2 points   
QUESTION 55
1. The below question may have more than 1 correct answer. 
Mass Production is a system of manufacturing based on principles. These
principles are: a. Use of interchangeable parts b. Large-scale production c.
High-volume Assembly Line d. Low-volume Assembly Line
1. a, b & c is correct

2. b, c & d is correct
 3. a, c & d is correct

4. All are correct

2 points   
QUESTION 56
1. Pick the best fit. 
People tend to lose interest in the service offer when they receive new
information about the process or ingredient in the service. This provided
demand is known as
1. Seasonal or Irregular
Demand
2. Unwholesome Demand

3. Latent Demand

4. Overfull Demand

2 points   
QUESTION 57
1. Select the most appropriate option. 
There are lot of customers have the knowledge of brand. They are inclined to
be bound into a contract. A customer bound by a contract is known as -------.
a. Loyal customer b. Difficult customer c. Potential customer d. Finicky
customer
1. a is correct

2. b is correct

3. c is correct

4. d is correct

2 points   
QUESTION 58
1. Select the correct option. 
If one company changes price or quality in its product, the position of both
company’s products will change on the map. This map tries to show: a. How
customers perceive the product relative to a competitor. b. How price and
quality perceptions will affect their choice in purchasing. c. Either a or b d.
Both a and b
1. a is correct

2. b is correct

3. c is correct

4. d is correct

2 points   
QUESTION 59
1. Select correct option: 
It is a blend of tangible and intangible factors which the customer
experiences, in the purchase and consumption process.
1. Product Satisfaction

2. Peripheral Satisfaction
 3. Ambience Satisfaction

4. Psychic Satisfaction

2 points   
QUESTION 60
1. Pick the best fit. 
If a marketer decides to use warehouses, transportation companies, banks,
and insurance companies to facilitate transactions with potential buyers, the
marketer is using what is called a -------. a. Service channel b. Distribution
channel c. Brand channel d. Relationship channel e. Intermediary channel
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

3 points   
QUESTION 61
1. Choose the most appropriate option. 
As CEOs and other managers have reviewed business functions, they have
found that, ultimately, ------- is the art of attracting, keeping, and growing
profitable customers. a. Marketing b. Customizations c. Customer Care d.
Customer Retention
1. a is correct

2. b is correct

3. c is correct

4. d is correct

3 points   
QUESTION 62
1. Pick the best fit. 
Other than prospecting, a difficult step in the sales process for most people is
to ------- because they may lack confidence or feel guilty about asking for an
order. a. Approach the prospect b. Make a professional presentation c.
Handle the objections well d. Close the sale e. Follow up
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

3 points   
QUESTION 63
1. Select the most appropriate option. 
Projecting expected financial returns from different groups of customers is a
measure of a. Lifetime value of customers b. Supply chain cost and revenues
 c. Generic strategy returns d. Marketing mix profitability e. Data warehousing
ROI
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e is correct

3 points   

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