McqMate
| 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. all of the above | |
| 2. |
CRM technology can help in |
| A. | designing direct marketing efforts |
| B. | developing new pricing models |
| C. | processing transactions faster |
| D. | all of the above |
| Answer» D. all of the above | |
| 3. |
A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others. |
| A. | customer database |
| B. | customer mailing list |
| C. | business database |
| D. | none of the above |
| Answer» A. customer database | |
| 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. data mining | |
| 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. all of the above | |
| 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. permission marketing | |
| 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. activity based accounting | |
| 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. customer touch point | |
| 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 |
| Answer» A. consumer behavior | |
| 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. both a and b | |
| 11. |
________ exerts the broadest and deepest influence on buying behavior. |
| A. | social factors |
| B. | international factors |
| C. | personal factors |
| D. | cultural factors |
| Answer» D. cultural factors | |
| 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. culture | |
| 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. both a and b | |
| 14. |
Socioeconomic system classifies urban households into _____ broad categories. |
| A. | 4 |
| B. | 8 |
| C. | 6 |
| D. | none of the above |
| Answer» B. 8 | |
| 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. occupation and type of home | |
| 16. |
Socioeconomic system classifies rural households into _____ broad categories. |
| A. | 8 |
| B. | 6 |
| C. | 4 |
| D. | none of the above |
| Answer» C. 4 | |
| 17. |
Social class is indicated by ________variables. |
| A. | single |
| B. | several |
| C. | none |
| D. | none of the above |
| Answer» B. several | |
| 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. reference groups | |
| 19. |
Process of manage information about customers to maximize loyalty is said to be |
| A. | company relationship management |
| B. | supplier management |
| C. | retailers management |
| D. | customer relationship management |
| Answer» D. customer relationship management | |
| 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. marketing funnel | |
| 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. shareholder value | |
| 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. business database | |
| 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. value proposition | |
| 24. |
Third step in customer's value analysis |
| A. | assessing attributes importance |
| B. | assessing company\s performance |
| C. | monitoring competitors performance |
| D. | both b and c |
| Answer» D. both b and c | |
| 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. total customer cost | |
| 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. conversion rates | |
| 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. customer relationship management | |
| 28. |
Company's 'customer relationship capital' is another name of |
| A. | satisfied customers |
| B. | dissatisfied customers |
| C. | customer retention |
| D. | customer conversion |
| Answer» A. satisfied customers | |
| 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. total customer cost | |
| 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. profitable customers | |
| 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. customer lifetime value | |
| 32. |
'total customer benefits' includes |
| A. | product benefits |
| B. | services benefit |
| C. | image benefit |
| D. | all of above |
| Answer» D. all of above | |
| 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 |
| Answer» A. club membership programs | |
| 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. identify customers value attributes | |
| 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. customer perceived value | |
| 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. database marketing | |
| 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. total customer benefit | |
| 38. |
System includes all experiences while using market offering is classified as |
| A. | customer proposition |
| B. | value delivery system |
| C. | product proposition |
| D. | distinctive proposition |
| Answer» B. value delivery system | |
| 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. customer base | |
| 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. customer touch point | |
| 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. activity based accounting | |
| 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. d) one-to-one marketing | |
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