Bachelor of Management Studies(BMS)Programme

Third YearSemester Vand VIUnder Choice Based Credit, Grading and Semester System (REV 18-19)

Course : TYBMS
SEM : V
Group A: Marketing Electives
Paper :CUSTOMER RELATIONSHIP MANAGEMENT

SAMPLE QUESTIONS

Sr. No Question A B C D Correct option Correct option

1 In_____ seller seeks to persuade the customer to Customer Up-selling Cross-Selling Direct selling C Cross-Selling
buy additional product or service in order to increase management
sales.
2 ________ helps the organisation to increase the Customer Customer CRM Relationship C CRM
profitability at the less operating cost relationship lifetime value marketing

3 _______ chain is design in 1990s to show the exact customer customer customer Company's D Company's profit chain
relationship and interconnectivity between representative service satisfaction profit chain
satisfaction - loyalty - retention and profits whereby it survey
directly linked to CRM.
4 ____________ Bond deals with mask customisation social Bond financial customisation structural C customization bond
and customer intimacy. bonds bonds bonds
5 research shows that companies can increase 75 25 100 45 C 100
profitability by ______ percent if they can just
written 5% more of their profitable customers per
year.
6 __________ type of customer knows just what they Content Savvy Undaunted Secure D Secure traditionalist
7 want and who
someone do not want
buys to try
goods or any Otherisgoods
services knownoras streamer
Producer Maximiser
customer driver
Promoter traditionalist
Supplier B Customer
__________
8 In _________ seller seeks to persuade the customer Customer Up-selling Cross-Selling Direct selling B Up-selling
to purchase additional product or /and more management
expensive products in order to make a larger total
sale.
9 _________ attempts to pull together the best of Data profiling Data control Data Cyber agent D Cyber agent
both personalization and advanced technology. management

10 ________ are the most critical asset in a call centre Location Cutomer Technology Process B Cutomer
as it is they who really deliver the business
performance.
11 In today's competitive business scenario Producer customer Promoter Supplier B Customer
________have numerous alternatives for a single
product.
12 _______ is a tool that helps an organisation to Customer Customer Customer Relationship C customer relationship
strengthen relationships with its customers relationship lifetime value relationship marketing management
management
13 _________ can be defined as a business strategy that Customer Customer Customer Relationship B customer relationship
focuses on customer satisfaction and retention relationship relationship lifetime value marketing management
management

14 _________ allows organisation to contact with its E-CRM Multimedia PoS EPOS B Multimedia contact
customer in the medium of their choice- voice, contact centre
email, web chat, fax, SMS. centre
15 __________ of call centre is critical in terms of the Location Cutomer Technology Process C Technology
cost of the building and also the ability to recruit and
retain employees to work in the centre.

16 ____________ plays a significant role to generate Data profiling Data control Data Data C Data management
revenue, control cost and mitigate risks. management integration

17 ________ indicates the difference between the customer customer service quality customer EPOS C service quality gap
service expected by customer and the service they representative service gap gap
actually receive gap
18 complaint handling mechanism is a _______ and active passive normal teactive B passive
reactive approach where the organisation responds to
a complaint from the customers.

19 ________ is an ongoing process of any organisation Acquaintance Shared improving Shared C improving
as it always learn from the previous experience of customer customer
handling customer complaints and grievances knowledge knowledge

20 CRM strategy cycle comprises of customer acquisition, loss back win back service quality customer EPOS B win back
retention and ______. gap
21 ________ refers to the data that is created and Data integration Reference Transactional Business view C Transactional data
updated within the operational system data data data

22 __________ resulting in a single source of truth and Data profiling Data control Data Data D Data integration
making it easier for end user access information. management integration

23 __________ is an unpleasable fulfilment response. customer customer dissatisfaction customer EPOS C dissatisfaction
representative service gap
gap
24 ________ is all about attracting the right consumer customer value customer customer customer B customer loyalty
getting them to buy ,-buy often, buy in higher loyalty satisfaction relationship
quantities and bring more customers to firm.

25 _____________ is a business strategy that focuses Interruption Permission Transactional Relationship C Transactional Marketing
on "single point of sale" transactions. Marketing marketing Marketing marketing
26 ________ is a set of methods, Strategies and Customer Customer Customer Relationship B customer relationship
applications that facilitate a company manage relationship relationship lifetime value marketing management
customer relationships. management
27 A ____________ relationship exist when the Acquaintance friendly partner customer B friendly
customer is committed to the company because it
provides customised value
28 __________ refers to the first and foremost CRM Shared 360 degree process business A Shared customer
objective of an organisation. customer customer improvement results knowledge
knowledge view
29 _________ involves the increase of order volume Customer Up-selling Cross-Selling Direct selling B Up-selling
either by the sales of more units of the same management
purchased item or the upgrading into a more
expensive version of the purchased item.
30 ____________ reflects "the state of mind that Customer Customer Customer Customer B Customer retention
customers have about a company and its products or management retention acquisition attrition
services when their expectations have been met or
exceeded
31 In _______ stage, organisations realized the need of Second Third Fourth First B Third
integrating front office CRM systems with back office
CRM system.
32 ________ are those customers who have not it had Parteners Friends Acquaintances Strangers D Strangers
any transactions with the firm and may not even be
aware of the existence of the firm.

33 A primary goal for firms at the friendship stage of the Relationship Customer Service level Customer B Customer retention
relationship is___________. management retention Agreement Satisfaction
34 ________contains one record for each individual Collaborative Reference Master Data Transaction C Master Data
product for which there are unique characteristics data data data
that are known in advance
35 the gap model is also known as the dash of service five gaps model four gaps six gaps model Two gaps A five gaps model
quality model model
36 __________ is the consumers fulfillment response to Customer customer customer customer value C customer satisfaction
a customers experience or some part thereof. management retention satisfaction

37 privacy laws protect the interest of Producer customer Promoter Supplier B customers
the____________.
38 ________ is an application that allows employees to mobile CRM e-CRM social CRM Global CRM A mobile CRM
interact with customers and access and update their
data using mobile device.

39 CRM is a _______ business strategy that aims to Consumer Customer Customer Customer B customer focused
increase customer satisfaction and customer loyalty retention focused oriented related
by offering a more responsive and customised service
to reach customer.
40 _________ is an intelligent strategy for selling goods One to One partnering co- branding Continuity D Continuity Marketing
or services to your customer that use direct marketing programs Marketing
marketing tactics to ensure the customers stick with
the membership for months or years.
41 __________ provides access to all customer Customer Knowledge Account Back end A Customer Management
information including enquiry status and Management management management integration
correspondence.
42 The term e-CRM has been derived from E-commerce Commerce social integrated A E-commerce
___________. commerce commerce
43 __________ are calculations or summaries of Business views Reference Upstream click Downstream A Business views
historical information that often compare Trends over views click
time.
44 _________ type of customer is deriven by Value. He Content Savvy Undaunted Secure B Savvy Maximiser
makes impulsive decisions. streamer Maximiser driver traditionalist
45 __________ type of customer is suspicious of Content Savvy Undaunted Secure A Content streamer
everyone, believing that all people are selfish. streamer Maximiser driver traditionalist
46 It is a well established fact that the cost of acquiring Tree times Four times Two times Five times D Five times
a customer is ________ the cost of retaining an
existing customer .
47 _________ is an integrated online sale, marketing E-CRM Customer PoS EPOS A E-CRM
and service strategy that is used to identify, attract service
and retain an organisation's customer.

48 __________ is all about managing relationship with mobile CRM E-CRM social CRM Global CRM B E-CRM
customers by using information technology.

49 ________ refers to a wireless technology that has near field location Augmented artificial A near field
gained importance in recent times due to its communication based Reality intelligence communication
extensive use in mobile payments. services
50 ________ refers to a technology that allow near field location Augmented artificial B location based services
organisation to identify the location of customers at a communication based Reality intelligence
particular point in time. services