Customer Relationship Management (CRM)
1 of 1 sets
1. Customer Relationship Management is about
A. acquiring the right customer
B. instituting the best processes
C. motivating employees
D. all of the above
Answer:D
2. CRM technology can help in
A. designing direct marketing efforts
B. developing new pricing models
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C. processing transactions faster
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D. all of the above
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Answer:D a
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3. A _________ is an organized collection of detailed information about individual
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customers or prospects that is accessible, actionable and current for marketing
purposes such as lead generation
A. customer database
B. customer mailing list
C. business database
D. none of the above
Answer:A
4. _______uses sophisticated mathematical and statistical techniques such as
neutral networking and cluster analysis.
A. data mining
B. data survey
C. crm
D. none of the above
Answer:A
5. The main drawback of CRM is
A. implementing crm before creating a customer strategy
B. rolling out crm before changing the organization to match
C. stalking, not wooing, customers
D. all of the above
Answer:D
6. The marketing messages committed to customers wishes is a part of
A. permission marketing
B. activity marketing
C. supplier marketing
D. none of the above
Answer:A
7. The method used to assess real cost of providing services to an individual
customer is
A. cost based accounting
B. activity based accounting
C. turnover based accounting
D. price based accounting
Answer:B
8. _______is any occasion on which the brand or product is used by end customers.
A. customer touch point
B. retailers touch point
C. company touch point
D. none of the above
Answer:A
9. _________ is the study of how individuals, groups and organizations select, buy,
use and dispose off goods, services, ideas or experiences to satisfy their needs and
wants.
A. consumer behavior
B. product cycle
C. purchase behavior
D. none of the above
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Answer:A
10. A consumer buying behavior is influenced by
A. cultural and social factors
B. personal factors
C. both a and b
D. none of the above.
Answer:C
11. ________ exerts the broadest and deepest influence on buying behavior.
A. social factors
B. international factors
C. personal factors
D. cultural factors
Answer:D
12. ________ is the fundamental determinant of a person’s wants and behavior.
A. culture
B. attitude
C. value
D. none of the above
Answer:A
13. Indian marketers use a term called socioeconomic classification, which is based
on the _______ of chief wage earner.
A. education
B. occupation
C. both a and b
D. none of the above
Answer:C
14. Socioeconomic system classifies urban households into _____ broad categories.
A. 4
B. 8
C. 6
D. none of the above
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Answer:B
15. For the rural areas, the socioeconomic system use _________ of the chief wage
earner.
A. occupation and type of home
B. education and occupation
C. education and type of home
D. none of the above
Answer:A
16. Socioeconomic system classifies rural households into _____ broad categories.
A. 8
B. 6
C. 4
D. none of the above
Answer:C
17. Social class is indicated by ________variables.
A. single
B. several
C. none
D. none of the above
Answer:B
18. A person’s _________ are all the groups that have a direct or indirect influence
on their attitudes or behavior.
A. inspirational groups
B. reference groups
C. dissociative groups
D. none of the above
Answer:B
19. Process of manage information about customers to maximize loyalty is said to
be
A. company relationship management
B. supplier management
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C. retailers management
D. customer relationship management
Answer:D
20. In buyer decision process, percentage of potential customers in a given target
market is called
A. customer funnel
B. company funnel
C. marketing funnel
D. retailers funnel
Answer:C
21. Aggregate value of customer's base is classified as
A. shareholder value
B. base value
C. retention value
D. marketers base value
Answer:A
22. Record which is based on business customers past purchases, sales price and
volumes is classified as
A. business database
B. customer database
C. databases marketing
D. company marketing
Answer:A
23. Whole cluster of benefits when company promises to deliver through its market
offering is called
A. value proposition
B. customer proposition
C. product proposition
D. brand proposition
Answer:A
24. Third step in customer's value analysis
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A. assessing attributes importance
B. assessing company\s performance
C. monitoring competitors performance
D. both b and c
Answer:D
25. All costs customer expects to incur to buy any market offering is called
A. total economic cost
B. total functional cost
C. total customer cost
D. total functional cost
Answer:C
26. Percentage or number of customers who move from one level to next level in
buying decision process is called
A. conversion rates
B. marketing rates
C. shopping rates
D. loyalty rates
Answer:A
27. Customized products and services for customers and interaction to individual
customers are part of
A. retailers management
B. customer relationship management
C. company relationship management
D. supplier management
Answer:B
28. Company's 'customer relationship capital' is another name of
A. satisfied customers
B. dissatisfied customers
C. customer retention
D. customer conversion
Answer:A
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29. Company's monetary, time and energy cost, all are included in
A. total customer cost
B. psychological cost
C. personal benefits
D. image benefits
Answer:A
30. A person or company that yields a revenue more than incurred costs of selling
and serving is called
A. dissatisfaction
B. superior value
C. profitable customers
D. satisfied customers
Answer:C
31. Customers lifetime purchases that generate net present value of future profit
streams is called
A. customer lifetime value
B. customer purchases value
C. customer cost incurred
D. customer relationships
Answer:A
32. 'total customer benefits' includes
A. product benefits
B. services benefit
C. image benefit
D. all of above
Answer:D
33. Programs designed for customers which is limited to any affinity group are
classified as
A. club membership programs
B. royalty programs
C. loyalty programs
D. group membership programs
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Answer:A
34. First step in analysis of customer value is to
A. identify customers value attributes
B. assessing attributes importance
C. assessing company\s performance
D. assessing competitors performance
Answer:A
35. Difference between customers evaluation including all costs incurred and
benefits is called
A. customer perceived value
B. company market value
C. customer affordability
D. customer reliability
Answer:A
36. Process of building, organizing and using databases of customers to build
customer relationship is classified as
A. database marketing
B. customer database
C. detailed database
D. company database
Answer:A
37. Perceived monetary value of all benefits which customers expect from a given
product because of brand image is called
A. total customer benefit
B. total customer cost
C. total economic cost
D. total functional cost
Answer:A
38. System includes all experiences while using market offering is classified as
A. customer proposition
B. value delivery system
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C. product proposition
D. distinctive proposition
Answer:B
39. Number of customers or potential customers who will help in company's
growth is classified as
A. customer base
B. retailer base
C. distributors base
D. marketers base
Answer:A
40. Any occasion on which brand or product is encountered by end customers is
called
A. customer touch point
B. company touch point
C. retailers touch point
D. relationship touch point
Answer:A
41. Technique which tries to identify real cost of serving an individual customer is
called
A. activity based accounting
B. cost based accounting
C. price based accounting
D. turnover based accounting
Answer:A
42. a) customer managed relationship
A. b) data mining
B. c) permission marketing
C. d) one-to-one marketing
D. e) batch processing
Answer:C
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