Customer Relationship Management

Assignment 1

Question 1
Choose the most appropriate option.
An Auto company found customers have noticed that the quality of services depends on
who provides them as well as when, where, and how they are provided. What have the
customers noticed? a. Service intangibility b. Service inseparability c. Service variability
d. Service perishability
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 2
Select the most appropriate option.
Total Quality Management emphasizes a. The responsibility of the Quality Control staff
to identify and solve all quality-related problems b. A commitment to quality that goes
beyond internal company issues to suppliers and customers c. A system where strong
managers are the only decision makers d. A process where mostly statisticians get
involved
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 3
Pick the best fit.
Sales force automation, customer service and support and enterprise marketing
automation are types of which one of the following applications? a. Analytical customer
relationship management applications b. Generic customer relationship management
applications c. Operational customer relationship management applications d. Supply
chain management applications
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 4

Choose the correct answer.

When a customer gives consent to receiving marketing materials in exchange for better deals and
other benefits, the program is called: a. Frequency or loyalty marketing b. Cross-selling c. Direct
marketing d. Permission marketing e. Customer relationship management
 1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct

Question 5
Select the most appropriate option.
Hotel rooms that are not sold on Thursday night cannot be added to the supply of rooms
available for occupancy on Friday night. E-services are not faced with these problems of
a. Perishability b. Intangibility c. Homogeneity d. Inseparability
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 6
Choose the correct answer.
An aviation company is able to meet or exceed customer expectations of low price air
travel in part to a few corporate commandments like: safety, caring, integrity, fun and
passion. It refers to these as -------. a. Teamwork parables b. Values c. Satisfaction
indices d. Customer focus statements e. Aviation company's benefits
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct

Question 7
Select the most appropriate option.
The main goal of the customer-centered firm is ------- a. To maximize customer
satisfaction. b. To treat all stakeholders equally. c. To deliver the highest customer
satisfaction possible within the constraints of acceptable resources. d. To maximize
shareholder wealth. e. To retain all or most of its customers.
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Question 8
Select the most appropriate option.
If the United States—and the world—has become a “salad bowl” of diverse ethnic,
cultural, social, and locational groups, then one could say that: a. consumer groups
have blended to the extent that a marketer can not tell one consumer from another. b.
one-to-one marketing no longer works. c. profitable customers are rapidly becoming a
thing of the past. d. because consumers are maintaining their diversity, they are forming
themselves into consumer communities.
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 9
Select the best option.
------- allows the company to discover who its customers are, how they behave, and what they
need or want. It also enables the company to respond appropriately, coherently, and quickly to
different customer opportunities. a. Customer measurement b. Supply chain management c.
Enterprise resource management d. Customer relationship management e. Total quality
management
1. a is correct

2. b is correct

3. c is correct

4. d is correct

5. e Is correct

Question 10
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

Question 11
Select the most appropriate option.
Six Sigma is adopted in which industry. a. Honeywell b. Sony c. Caterpillar d. Both a and c 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

Question 12
Pick the best fit.
Initial sales training typically covers all of the following topics except one. Which one? a.
Company’s history and objectives b. Company’s financial structure c. Chief products
and markets d. Field procedures and responsibilities e. B and C
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Question 13
Select the most appropriate option.
Six Sigma is the newest quality management program which helps companies increase
both customer satisfaction and financial benefits.
1. true
2. false

Question 14
Choose the most appropriate option.
The final group of business products is ------- and ------- These include paper, pencils,
lubricants, paint, nails and brooms. a. Supplies; services b. Capitals; installations c.
Raw materials; farm products d. Specialty products; unsought products
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 15
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

Question 16
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

Question 17
Select the most appropriate option. (This question will have more than 1 correct
answer)
The attributes of a CRM measurement framework are: field breadth, ------- and field
tractability.
1. Field Depth
2. Field Breadth
3. Field Horizontally
4. Field Vertically
5. Field Tractability

Question 18
Select the most appropriate option.
Objective of CRM is to turn customers into -------. a. Competitors b. Well wisher c.
Partners d. Promoters
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 19
Pick the best fit.
What should the salesperson and the sales manager accomplish during an evaluation?
a. Provide constructive feedback b. Provide motivation to perform well c. Develop and
communicate clear standards d. All of the above 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
Question 20
Select the most appropriate option.
------- describes the extent to which buyers of a product or a service are content with
their purchases. a. Customer satisfaction b. Value Delivery System c. Customer lifetime
value d. Customers Specific Approach
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 21
Pick the best fit.
SFA is often used interchangeably with:
1. CRM
2. SCM
3. ERP
4. BPR

Question 22
Choose the most appropriate option.
State whether the following statement is true or false. The key attribute of a "level two:
Replicable" organisation is that it achieves its success not through sophisticated CRM
process methodologies, but rather through solid management.
1. true
2. false

Question 23
Choose the correct answer.
A measurement approach is rolled out for one customer segment for one product or
service is called:
1. Product Deployment
2. Segment Deployment
3. Narrow Deployment
4. All of them

Question 24
Pick the best fit.
------- occurs when the service marketer is not able to marshal internal customers in the
right place in the right time in requisite numbers.
1. Perishability
2. Intangibility
3. Variability
4. Tangibility
 5. Homogeneity

Question 25
Select the most appropriate option.
Which is the first communication in re-engineering project? a.Vision statement b.
Mission statement 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

Question 26
Pick the best fit.
Front Office CRM Systems covering real-time aspects of sales related activity is
referred to as: a. Automated Marketing b. CRM Customer Communications c. CRM
Customer Services d. Sales Force Automation
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 27
Choose the most appropriate option.
A Consumer Database or CRM (Customer Relationship Marketing) System is ------- a.
Electronic database of sales transactions. b. Electronic storage of customer information.
c. Electronic storage system of stock in the database. d. Electronic system for tracking
consumer marketing relationships.
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 28
Choose the most appropriate option.
CRM is ------- a. Business oriented b. Money oriented c. Profit oriented d. Customer
oriented
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. All are correct

Question 29
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

Question 30
Select the correct option.
Companies can build interest and enthusiasm by using databases to remember
customer preferences. This strategy helps to which of the following? a. Identify
prospects b. Avoid serious customer mistakes c. Reactivate dormant customers d.
Deepen customer loyalty
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 31
Choose the most appropriate option.
The main purpose for CRM measurement: a. To influence or validate decision making
b. To guide ongoing activities or tactics c. To predict future states d. All of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 32
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

Question 33
Select the most appropriate option.
Quality management as a single construct usually focused on the cultural
characteristics related to ------- and flexibility.
1. Consistency
2. Relationship
 3. Quality
4. People

Question 34
Select the most appropriate option.
Selling a service is more easy than selling a tangible product
1. true
2. false

Question 35
Select the correct option.
Customer Service Culture includes all except: a. Traits b. Value c. Norms d. Behavior
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 36
Pick the best fit.
Supply chain management helps an organization in -------. a. Reducing production costs
b. Increase the production cost c. Reduce the time it takes to make a product d.
Improves sales
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 37
Select the most appropriate option.
An organisation acquires customers by: a. Chance b. Occasion c. Choice d. Repetition
e. Loyalty
1. a, b & c are correct
2. a, b & d are correct
3. b, c & d are correct
4. c, d & e are correct
5. All are correct

Question 38
Select the most appropriate option.
Which of the following is not a characteristic of the B2B arena? a. Large markets. b.
Wide geographic spread. c. Low average spend per customer. d. Complex buyer
behavior.
1. a is correct
 2. b is correct
3. c is correct
4. d is correct

Question 39
Select the most appropriate option.
CVA fits inside of a comprehensive framework call Customer Value Management
(CVM).
1. true
2. false

Question 40
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

Question 41
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

Question 42
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

Question 43
Select the most appropriate option.
The heart of modern strategic marketing can be described as STP marketing namely a.
Segmenting, Targeting, and Positioning b. satisfaction, Touch Points, and Positioning c.
Segmenting, Touch points, and Positioning d. satisfaction, Touch points, and Production
 1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 44
Pick the best fit.
An e-CRM solution must possess certain key characteristics. These are: a. Data
warehouse driven b. Measurement driven 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

Question 45
Select the most appropriate option.
"Total Quality Control” was the key concept of -------
1. Armand Feigenbaum
2. Edwards Deming,
3. Joseph Juran
4. Philip B. Crosby

Question 46
Choose the most appropriate option.
What is the first CRM industry best practice? a. Clearly communicate the CRM strategy
b. Build an integrated view of the customer c. Implement in iterations d. Define
information needs and flows
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 47
Choose the correct answer.
What does CRM allow an organization to accomplish? a. Provide better customer
service b. Make call centers more efficient c. Help sales staff close deals faster d. All of
the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct
Question 48
Select the best option.
To determine which customer accounts to call on, companies need to evaluate ------- a.
Geographic closeness to other accounts b. Territory allocation c. Commission
schedules d. Reference checks
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 49
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

Question 50
Select the most appropriate option.
If you’ve changed your doctor, telephone carrier, or plumber due to poor service is an
example of
1. Customer Exit
2. Customer Complaint
3. Customer Attrition
4. Customer dissatisfaction

Question 51
Choose the most appropriate option.
The most basic concept underlying marketing is that of: a. Products and services b.
Human needs c. Quality d. Transactions
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 52
Select the most appropriate option.
Building, keeping, and growing profitable value-laden relationships with all customers of
a company is called -------. a. Customer relationship management b. Customer lifetime
value c. Customer perceived value d. Database marketing
 1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 53
Select the best option.
------- involves the area of Customer Service and Support. a. Collaborative CRM b.
Analytical CRM c. Operational CRM d. None of the Above
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 54
Select the best option.
Consumers learn about brands through ------- and product marketing programs. a. The
mass media b. Past experiences with the product c. The sales force d. Shopping bots e.
Independent information sources
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct

Question 55
Pick the best fit.
What is a pure service? a. One which has a single feature b. One which contains
virtually no tangible content c. One which has a single benefit d. All of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 56
Select the most appropriate option.
The leisure and hospitality industry comprises a variety of services. Which of the
following is not one of them? a. Food service b. Lodging c. Travel and tourism d. Health
services
1. a is correct
 2. b is correct
3. c is correct
4. d is correct

Question 57
Choose the most appropriate option.
Campaign management, e-marketing, telemarketing, tele-selling, e-selling, field sales
are the example of: a. Operational CRM b. Analytical CRM c. Collaborative CRM d.
Strategic CRM
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 59
Select the most appropriate option.
Which one of the following statements is TRUE in context of customer relationship
management (CRM)? a. CRM is one of the smallest functions of many business
functions b. CRM is the only principal function of the firm to achieve customer
satisfaction c. A firm can practice marketing without CRM to achieve customer
satisfaction d. CRM is included in all the different business functions to achieve
customer satisfaction
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 60
Pick the best fit.
Customer has to wait till company offices open the next day. He is upset because he
cannot resolve the problem immediately. This is an example of
1. CRM
2. Traditional e- CRM
3. e- CRM
4. None of the Above

Question 61
Select the most appropriate option.
Propensity to complain rises in direct relation to a. Cost and social involvement of the
purchase b. Financial and emotional costs associated with using the service c. Degree
 of interpersonal interaction in service delivery d. Prior good reputation of the service
provider
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 62
Select the most appropriate option.
The key advantages of online complaint-handling system are a. Enhanced effectiveness
and saved time and money b. Streamlined back-office functions and automated routine
tasks c. A comfortable and safe environment d. Uninterrupted access with 24 × 7
availability 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

Question 63
Select the correct option.
Satisfactory post-purchase experience with a product or service given an existing pre-
purchase expectation is called: a. Customer Satisfaction b. Customer Loyalty c.
Customer Behavioural Modelling d. Customer Monitoring & Evaluating
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Answer:
 Question 1

Choose the most appropriate option.

An Auto company found customers have noticed that the quality of services depends on who
provides them as well as when, where, and how they are provided. What have the customers
noticed? a. Service intangibility b. Service inseparability c. Service variability d. Service
perishability
 Question 2

Select the most appropriate option.

Total Quality Management emphasizes a. The responsibility of the Quality Control staff to
identify and solve all quality-related problems b. A commitment to quality that goes beyond
internal company issues to suppliers and customers c. A system where strong managers are the
only decision makers d. A process where mostly statisticians get involved

 Question 3

Pick the best fit.

Sales force automation, customer service and support and enterprise marketing automation are
types of which one of the following applications? a. Analytical customer relationship
management applications b. Generic customer relationship management applications c.
Operational customer relationship management applications d. Supply chain management
applications

 Question 4

Choose the correct answer.

When a customer gives consent to receiving marketing materials in exchange for better deals and
other benefits, the program is called: a. Frequency or loyalty marketing b. Cross-selling c. Direct
marketing d. Permission marketing e. Customer relationship management

 Question 5

Select the most appropriate option.

Hotel rooms that are not sold on Thursday night cannot be added to the supply of rooms
available for occupancy on Friday night. E-services are not faced with these problems of a.
Perishability b. Intangibility c. Homogeneity d. Inseparability

 Question 6
 Choose the correct answer.
An aviation company is able to meet or exceed customer expectations of low price air travel in
part to a few corporate commandments like: safety, caring, integrity, fun and passion. It refers to
these as -------. a. Teamwork parables b. Values c. Satisfaction indices d. Customer focus
statements e. Aviation company's benefits

 Question 7

Select the most appropriate option.

The main goal of the customer-centered firm is ------- a. To maximize customer satisfaction. b.
To treat all stakeholders equally. c. To deliver the highest customer satisfaction possible within
the constraints of acceptable resources. d. To maximize shareholder wealth. e. To retain all or
most of its customers.

 Question 8

Select the most appropriate option.

If the United States—and the world—has become a “salad bowl” of diverse ethnic, cultural,
social, and locational groups, then one could say that: a. consumer groups have blended to the
extent that a marketer can not tell one consumer from another. b. one-to-one marketing no longer
works. c. profitable customers are rapidly becoming a thing of the past. d. because consumers are
maintaining their diversity, they are forming themselves into consumer communities.

 Question 9

Select the best option.

------- allows the company to discover who its customers are, how they behave, and what they
need or want. It also enables the company to respond appropriately, coherently, and quickly to
different customer opportunities. a. Customer measurement b. Supply chain management c.
Enterprise resource management d. Customer relationship management e. Total quality
management

 Question 10
 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

 Question 11

Select the most appropriate option.

Six Sigma is adopted in which industry. a. Honeywell b. Sony c. Caterpillar d. Both a and c e.
All of the above

 Question 12

Pick the best fit.

Initial sales training typically covers all of the following topics except one. Which one? a.
Company’s history and objectives b. Company’s financial structure c. Chief products and
markets d. Field procedures and responsibilities e. B and C

 Question 13

Select the most appropriate option.

Six Sigma is the newest quality management program which helps companies increase both
customer satisfaction and financial benefits.

 Question 14

Choose the most appropriate option.

The final group of business products is ------- and ------- These include paper, pencils, lubricants,
paint, nails and brooms. a. Supplies; services b. Capitals; installations c. Raw materials; farm
products d. Specialty products; unsought products

 Question 15
 Select the most appropriate option.
ATM is an example of: a. Kaizen b. Six Sigma c. BPR d. TQM

 Question 16

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

 Question 17

Select the most appropriate option. (This question will have more than 1 correct answer)
The attributes of a CRM measurement framework are: field breadth, ------- and field tractability.

 Question 18

Select the most appropriate option.

Objective of CRM is to turn customers into -------. a. Competitors b. Well wisher c. Partners d.
Promoters

 Question 19

Pick the best fit.

What should the salesperson and the sales manager accomplish during an evaluation? a. Provide
constructive feedback b. Provide motivation to perform well c. Develop and communicate clear
standards d. All of the above e. None of the above

 Question 20

Select the most appropriate option.

------- describes the extent to which buyers of a product or a service are content with their
purchases. a. Customer satisfaction b. Value Delivery System c. Customer lifetime value d.
Customers Specific Approach
 Question 21

Pick the best fit.

SFA is often used interchangeably with:

 Question 22

Choose the most appropriate option.

State whether the following statement is true or false. The key attribute of a "level two:
Replicable" organisation is that it achieves its success not through sophisticated CRM process
methodologies, but rather through solid management.

 Question 23

Choose the correct answer.

A measurement approach is rolled out for one customer segment for one product or service is
called:

 Question 24

Pick the best fit.

------- occurs when the service marketer is not able to marshal internal customers in the right
place in the right time in requisite numbers.

 Question 25

Select the most appropriate option.

Which is the first communication in re-engineering project? a.Vision statement b. Mission
statement c. Either a or b d. Both a and b

 Question 26
 Pick the best fit.
Front Office CRM Systems covering real-time aspects of sales related activity is referred to as: a.
Automated Marketing b. CRM Customer Communications c. CRM Customer Services d. Sales
Force Automation

 Question 27

Choose the most appropriate option.

A Consumer Database or CRM (Customer Relationship Marketing) System is ------- a.
Electronic database of sales transactions. b. Electronic storage of customer information. c.
Electronic storage system of stock in the database. d. Electronic system for tracking consumer
marketing relationships.

 Question 28

Choose the most appropriate option.

CRM is ------- a. Business oriented b. Money oriented c. Profit oriented d. Customer oriented

 Question 29

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

 Question 30

Select the correct option.

Companies can build interest and enthusiasm by using databases to remember customer
preferences. This strategy helps to which of the following? a. Identify prospects b. Avoid serious
customer mistakes c. Reactivate dormant customers d. Deepen customer loyalty

 Question 31
 Choose the most appropriate option.
The main purpose for CRM measurement: a. To influence or validate decision making b. To
guide ongoing activities or tactics c. To predict future states d. All of the above

 Question 32

Select the most appropriate option.

There are different types of buying approach: a. Rational b. Emotional c. Behavioural d. All of
the above

 Question 33

Select the most appropriate option.

Quality management as a single construct usually focused on the cultural characteristics related
to ------- and flexibility.

 Question 34

Select the most appropriate option.

Selling a service is more easy than selling a tangible product

 Question 35

Select the correct option.

Customer Service Culture includes all except: a. Traits b. Value c. Norms d. Behavior

 Question 36

Pick the best fit.

Supply chain management helps an organization in -------. a. Reducing production costs b.
Increase the production cost c. Reduce the time it takes to make a product d. Improves sales
 Question 37

Select the most appropriate option.

An organisation acquires customers by: a. Chance b. Occasion c. Choice d. Repetition e. Loyalty

 Question 38

Select the most appropriate option.

Which of the following is not a characteristic of the B2B arena? a. Large markets. b. Wide
geographic spread. c. Low average spend per customer. d. Complex buyer behavior.

 Question 39

Select the most appropriate option.

CVA fits inside of a comprehensive framework call Customer Value Management (CVM).

 Question 40

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:

 Question 41

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

 Question 42
 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

 Question 43

Select the most appropriate option.

The heart of modern strategic marketing can be described as STP marketing namely a.
Segmenting, Targeting, and Positioning b. satisfaction, Touch Points, and Positioning c.
Segmenting, Touch points, and Positioning d. satisfaction, Touch points, and Production

 Question 44

Pick the best fit.

An e-CRM solution must possess certain key characteristics. These are: a. Data warehouse
driven b. Measurement driven c. Either a or b d. Both a and b

 Question 45

Select the most appropriate option.

"Total Quality Control” was the key concept of -------

 Question 46

Choose the most appropriate option.

What is the first CRM industry best practice? a. Clearly communicate the CRM strategy b. Build
an integrated view of the customer c. Implement in iterations d. Define information needs and
flows

 Question 47
 Choose the correct answer.
What does CRM allow an organization to accomplish? a. Provide better customer service b.
Make call centers more efficient c. Help sales staff close deals faster d. All of the above

 Question 48

Select the best option.

To determine which customer accounts to call on, companies need to evaluate ------- a.
Geographic closeness to other accounts b. Territory allocation c. Commission schedules d.
Reference checks

 Question 49

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

 Question 50

Select the most appropriate option.

If you’ve changed your doctor, telephone carrier, or plumber due to poor service is an example of

 Question 51

Choose the most appropriate option.

The most basic concept underlying marketing is that of: a. Products and services b. Human needs
c. Quality d. Transactions

 Question 52

Select the most appropriate option.

Building, keeping, and growing profitable value-laden relationships with all customers of a
 company is called -------. a. Customer relationship management b. Customer lifetime value c.
Customer perceived value d. Database marketing

 Question 53

Select the best option.

------- involves the area of Customer Service and Support. a. Collaborative CRM b. Analytical
CRM c. Operational CRM d. None of the Above

 Question 54

Select the best option.

Consumers learn about brands through ------- and product marketing programs. a. The mass
media b. Past experiences with the product c. The sales force d. Shopping bots e. Independent
information sources

 Question 55

Pick the best fit.

What is a pure service? a. One which has a single feature b. One which contains virtually no
tangible content c. One which has a single benefit d. All of the above

 Question 56

Select the most appropriate option.

The leisure and hospitality industry comprises a variety of services. Which of the following is not
one of them? a. Food service b. Lodging c. Travel and tourism d. Health services

 Question 57

Choose the most appropriate option.

Campaign management, e-marketing, telemarketing, tele-selling, e-selling, field sales are the
example of: a. Operational CRM b. Analytical CRM c. Collaborative CRM d. Strategic CRM
 Question 58

Pick the best fit.

When customers frequently interact with each other during the service production process and
potentially affect each others' experiences, this is also known as: a. Intangibility b. Simultaneity
c. Perishability d. Variability

 Question 59

Select the most appropriate option.

Which one of the following statements is TRUE in context of customer relationship management
(CRM)? a. CRM is one of the smallest functions of many business functions b. CRM is the only
principal function of the firm to achieve customer satisfaction c. A firm can practice marketing
without CRM to achieve customer satisfaction d. CRM is included in all the different business
functions to achieve customer satisfaction

 Question 60

Pick the best fit.

Customer has to wait till company offices open the next day. He is upset because he cannot
resolve the problem immediately. This is an example of

 Question 61

Select the most appropriate option.

Propensity to complain rises in direct relation to a. Cost and social involvement of the purchase
b. Financial and emotional costs associated with using the service c. Degree of interpersonal
interaction in service delivery d. Prior good reputation of the service provider

 Question 62

Select the most appropriate option.

The key advantages of online complaint-handling system are a. Enhanced effectiveness and
 saved time and money b. Streamlined back-office functions and automated routine tasks c. A
comfortable and safe environment d. Uninterrupted access with 24 × 7 availability e. All of the
Above

 Question 63

Select the correct option.

Satisfactory post-purchase experience with a product or service given an existing pre-purchase
expectation is called: a. Customer Satisfaction b. Customer Loyalty c. Customer Behavioural
Modelling d. Customer Monitoring & Evaluating