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My Assignments Review Test Submission: MBCH772D-Customer Relationship Management-Jul18-Assignment1

User Nitin Kumar Aggarwal

Course Sem2.Customer Relationship Management
Test MBCH772D-Customer Relationship Management-Jul18-Assignment1
Started 26/10/18 00:39
Submitted 26/10/18 02:51
Due Date 15/11/18 23:59
Status Completed
Attempt Grade not available.
Score
Time Elapsed 2 hours, 12 minutes
Instructions Center for Continuing Education - UPES
Customer Relationship Management

Assignment 1

Total Questions: 63
Total Marks: 100

Assignment Information :

The examination will consist of only Objective type (multiple choice) questions requiring candidates to Mouse-click their correct choice of alternatives against the
related question number. The questions would carry 1 to 5 marks each depending on the difficulty level of the question as indicated in the table below:

Difficulty Level of Questions:

1 Mark - Direct, Memory based

2 Marks - Memory & Conceptual
3 Marks - Conceptual & Analytical ← OK
 4 Marks - Analytical based on understanding of concepts
5 Marks - Application based on understanding of concepts

The question paper will be for 100 marks and considering marks allotted to each question, the total number of questions would be around 63.
There will not be negative marking for wrong answers.
In case candidate does not want to attempt the question he I she should not mouse-click any option.
The students are allowed to save the responses and come back later to resume, complete and "Save and Submit" the assignment. However, if the Due
Date has expired, then the assignment will not be accessible and will be marked as zero. In such cases, the student can re-attempt the assignment
allocated after enrolling in the subsequent Semester.
Once submitted, that answer sheet cannot be retreieved for any editing. The student has to initiate a new attempt (if allowed), if he has submitted the
assignment by mistake.
The students are normally allowed 3 chances to attempt and submit the assignment. The number of attempts availed is displayed under the "Test
Information".
The Highest Grade of the 3 attempts shall be considered for grading.
The assignments are auto evaluated, and hence no chance of re-evaluation/re-totalling is allowed to the student.

Results Incorrectly Answered Questions

Displayed

Question 1

Select the most appropriate option.

The twofold goal of marketing is to attract new customers by promising superior value and: a. Win advertising and industry awards for excellence. b. To keep and grow current
customers by delivering satisfaction. c. Enhance shareholder value. d. Pay as few taxes as possible.

Question 2

Pick the best fit.

A ------- is a software application that enables a user to display and interact with text, images, and other information for customers or consumers located on a Web page at a
website on the World Wide Web or a local area network. a. Web Browser b. HTML c. HTTP d. None of the Above

Question 3

Choose the most appropriate option.

The ------- process consists of analyzing marketing opportunities; selecting target markets; designing marketing strategies; developing marketing programs; and managing the
marketing effort. a. Marketing planning b. Strategic planning c. Market research d. Opportunity analysis e. Share of customer

Question 4

Choose the most appropriate option.

Customer equity management includes three main components to customer equity. These are: a. Value Equity b. Brand Equity c. Retention Equity d. Customer Equity
Question 5

Select the most appropriate option.

The ------- concept is aligned with the philosophy of continuous product improvement and the belief that customers will choose products that offer high quality, performance, and
innovative features. a. Product b. Production c. Customer d. Marketing e. Promotion

Question 6

Pick the best fit.

In this situation, the service marketer will find that the demand is equal to supply. It is an ideal situation for the firm but danger lurks when a new entrant brings out his offer. The
situation is called

Question 7

Choose the most appropriate option.

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is called: a. Relationship marketing b. Internal marketing c. Personal marketing d.
Formal marketing

Question 8

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 9

Pick the best fit.

E-commerce managers aim to deliver the most effective mix of communications to drive traffic to their e-commerce sites. The different techniques can be characterised as: a.
Offline marketing communications b. Online marketing communications c. Digital media channels d. All of the above

Question 10

Choose the most appropriate option.

What is a missionary salesperson? a. A salesperson with a strong belief in the product b. A salesperson who liaises with recommenders c. A salesperson with a charismatic
personality d. All of the above
Question 11

Pick the best fit.

This takes place when demand far outstrips supply, and the service marketer is not able to handle the demand.

Question 12

Select the most appropriate option.

Customers are more likely to complain if they attribute blame to ------- for a service failure. a. Themselves b. The organisation c. Marketing d. Other customers

Question 13

Select the most appropriate option.

This is the process of identifying, attracting, differentiating, and retaining customers. a. Customer relationship management b. Partner Relationship Management c. Partner
Relationship Management d. Electronic Customer relationship management

Question 14

Select the most appropriate option.

Which of the following have forward-thinking companies begun to use to promote their products and services? a. C2C b. C2B c. B2C d. B2B

Question 15

Choose the most appropriate option.

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

Question 16

Pick the best fit.

Internet is used in Business to -------. a. Earn more money b. Use latest technology c. Speed up business process d. To get updated

Question 17

Pick the best fit.

Electronic Commerce includes: a. Electronic Data Interchange (EDI) b. Electronic Mail (e-mail) c. Electronic Funds Transfer (EFT) d. Electronic Bulletin Boards (EBBs) e. All of
the Above
Question 18

Select the most appropriate option.

Business process as “a set of logically related tasks performed to achieve a defined business outcome” is defined by:

Question 19

Select the most appropriate option.

The loyalty marketing focuses on establishing long term relationship between: a. Company and retailer b. Retailer and customer c. Retailer and consumer d. Company and
customer

Question 20

Choose the most appropriate option.

Which of the following strategies is suited to the New Economy? a. Retailing b. Higher point of sales c. Personalisation d. Improve in profit

Question 21

Select the most appropriate option.

------- based marketing which emphasized offering better value to customers money by constantly improving the quality of products and services offered to customers.

Question 22

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 23

Select the most appropriate option.

Services are typically produced and consumed simultaneously. This is an example of which of the following characteristic of services? a. Perishability b. Inseparability c.
Variability d. Intangibility
Question 24

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 25

Select the most appropriate option.

The best-selling book, "Reengineering the Corporation" is written by

Question 26

Choose the most appropriate option.

State whether the following statement is true of false. Customer relationships are now at the forefront of business. Breaking all barriers after Liberalisation, Privatisation and
Globalisation (LPG).

Question 27

Select the most appropriate option.

Business Processes are set of activities that transform a set of inputs into set of outputs using people & tool.

Question 28

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 29

Select the most appropriate option.

e-Customer Relationship Management (e-CRM) came into action in ------- year.
Question 30

Choose the most appropriate option.

Advancing technology means ------- ways in which how business is to be conducted.

Question 31

Select the correct option.

Marketing relationships is: a. Intensely personal, like human relationships b. Intended to deliver short-term customer satisfaction c. Intended to deliver long-term customer
satisfaction d. The most important element of the marketing mix

Question 32

Select the correct option.

Customer Value Analysis (CVA) was devised by: a. Bradley Gale b. Ray Kordupleski c. Rust d. Davenport and Beck

Question 33

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 34

The below question may have more than 1 correct answer.

Continuity marketing may include: a. Just-In-Time sourcing b. Preferred Customer Programs c. Special Sourcing Arrangements d. Individual Marketing programme

Question 35

Choose the correct answer.

------- is the present value of the future cash flows attributed to the customer relationship. a. Customer Lifetime Value (CLV) b. Lifetime Value (LTV) c. Customer life cycle
management

Question 36
 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

Question 37

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

Question 38

Choose the most appropriate option.

G-SPOT means: a. Goals, Strategies, Plans, Objectives & Tactics b. Goals, Strategies, Plans, Objectives & Technology c. Goods and services, Strategies, Price, Objectives &
Tactics d. Goals, Strategies, Price, Objectives & Technology

Question 39

Select the correct option.

The customer ------- framework is older and widely adopted in North America.

Question 40

Select correct option:

Building customer loyalty is the basic platform of relationship formation.

Question 41

Read the statement carefully.

Mass Marketing is a market coverage strategy in which a firm decides to ignore ------- differences.

Question 42

Select the most appropriate option.

Mass marketing epitomized by
Question 43

Select the most appropriate option.

BPR was first introduced in a research program at MIT (Massachusetts Institute of Technology)in the early -------.

Question 44

Choose the correct answer.

The ------- is a tool for identifying ways to create more customer value. a. Value chain b. Customer survey c. Brand loyalty index d. Promotion channel e. Supplier database

Question 45

Pick the best fit.

For good CRM implementation ------- is needed. a. Data Warehouse b. Data Mart c. Intelligent Database d. Large Server

Question 46

Select the most appropriate option.

A ------- is an organized collection of comprehensive information about individual customers or prospects. a. Business database b. Customer mailing list c. Customer database d.
Marketing database

Question 47

Select the most appropriate option.

Which of the following is NOT part of the sales process? a. The pre-approach b. Planning the sales presentation c. Prospecting d. Evaluating sales effectiveness

Question 48

Choose the most appropriate year.

The World Travel and Tourism Council estimates that business travel from India will be worth Rs. 46,450 crore by ------- year.

Question 49

Select the correct option.

Which of the following statements is correct? a. Acquiring customers is on tenth the cost of retaining customers. b. Retaining customers is same as the cost of acquiring new
customers. c. Retaining customers is on fifth the cost of acquiring new customers. d. Retaining customers is on tenth the cost of acquiring new customers.
Question 50

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 51

Select the most appropriate option.

The benefits to business by proper handling of customer complaints includes: a.Improved product quality and service delivery b. Fewer mistakes and less time spent fixing them
c. More customers through word of mouth advertising from satisfied clients d. Less time and money spent attracting customers

Question 52

Select the most appropriate option.

promotional tools does not includes a. Referrals b. Client Relations c. Participation in Organizations d. Direct Mail e. Customer Complaints

Question 53

Select the most appropriate option.

One of the characteristics of relationship marketing is: a. The short-term goal of creating an immediate sale. b. Consolidating purchases based on promotions and other
inducements. c. An orientation toward added value through superior customer service. d. longer distribution channels between suppliers and buyers.

Question 54

Choose the most appropriate option.

Which manager will manage the complete relationship with each customer? a. Relationship manager b. Personnel manager c. HR manager d. Customer manager

Question 55

Choose the most appropriate option.

------- are a form of product that consists of activities, benefits, or satisfactions offered for sale that are essentially intangible and do not result in the ownership of anything. a.
Line extensions b. Services c. Brands d. Consumer products
Question 56

Which of the following is true statement

To enhance customer care, companies should give preferences to: a. Allow subscribers to select any means to communicate with the support personnel such as Telephone/E-
mail/SMS, etc. b. Ensure security and reliability in the service being provided to the customers. c. Process customers’ requests with minimum period of time to decrease churn
rate of the subscribers.

Question 57

Pick the best fit.

A worker operates a shear press. She notices that the metal sheets she is cutting have curled edges. Who should get the first "shot" at solving the problem? a. The foreman b. A
member of the Quality Control department c. The operator herself d. An engineer e. The employee's supervisor

Question 58

Choose the most appropriate option.

A FMCG company have appointed ------- managers to maintain and protect their brand’s images, associations, and quality, and to prevent short-term actions by over-eager
brand managers from hurting the brand. a. Product line b. Service c. Brand equity d. Brand extension

Question 59

Select the most appropriate option.

Which of the following statements is not true about customer retention and defection? a. Most buying experiences are rated on how the customer feels they are being treated. b.
Most unhappy customers don't complain, and simply leave and never come back. c. Poor quality of service is the main reason for customer churn. d. Customer loyalty will drop
by half if a customer encounters a problem.

Question 60

Select the most appropriate option.

One of the following is not a pitfall or disadvantage of team selling. Which is it? a. Selling teams can confuse or overwhelm consumers b. Individual salespeople may have
trouble learning to work with and trust others c. In the long run, team selling ties up more time and increases overall costs d. Difficulties in evaluating individual contributions to
the team selling effort can create some sticky compensation issues e. All of the above
Question 61

Select the most appropriate option.

A Tax company charging a customer a penalty for a late payment while failing to note that the customer was a major tax depositor could use a database to -------. a. retain
the customer b. decide which customers should receive a particular offer c. deepen customer loyalty d. reactivate customer purchases e. avoid serious customer mistakes

Question 62

Select the most appropriate option.

A cosmetic company makes it easy for dialog to occur with its customers. It claims that over two-thirds of its product improvement ideas come from listening to -------. a.
Customer suggestions b. Entrepreneurial product ideas c. Customer complaints d. Media feedback e. Customer reactions to competitive products

Question 63

Pick the best fit.

These employees are well-educated, well-trained professionals who work to build and maintain long-term customer relationships by listening to their customers, assessing
customer needs, and organizing the company’s efforts to solve customer problems. Who are these employees? a. Managers b. Missionary salespeople c. Salespeople d.
Sales managers e. All of the above
Friday, 26 October 2018 02:51:36 o'clock IST