Name: Roll Number:

1) The six market model does not include

A. Customer market
B. Referral market
C. Recruitment market
D. Internal market
E. Competition market

2) Taj Hotels group visiting hotel management institutes in hinterlands, addresses which market of
the six market model?

A. Customer market
B. Referral market
C. Recruitment market
D. Internal market
E. Competition market

3) The reasons for the growth of CRM are

1.Direct interaction between company and customers.

2.Growth of service economy
3.Advancement in computing and telecommunication technology
4.Focus on TQM and services
5.Hyper competition
6.Low expectation from the customers

A.1,2,3,5,6
B.2,3,4,5,6
C.1,2,3,4,6
D.1,2,3,4,5

4)The business mantra of CRM is

A. Better relationship = higher customer satisfaction

B. Better relationship = higher competition activity
C. Customer satisfaction = unrealistic demand
D. Customer satisfaction = higher expense for the company
5) Which one of the following is not a benefit of CRM?

A. Better understanding of the customers

B. Better customer segmentation
C. Better customer retention
D. Better focus on society

6) Which one of the following is not a focus of transaction marketing?

A. Short term orientation

B. Focus on gaining new customers
C. Focus on customer equity
D. Focus on short term profit

7) Which one of the following is not true about relationship marketing?

A. Focus on customer life time value

B. Focus on retention of customers
C. Focus on brand equity
D. Use of customised communication

8) CRM focusses on the management of relationship with all segment of customers

A. True
B. False
C. Cannot decide

9) Relationship management has become complex due to advancement in Information Technology

A. True
B. False
C. Cannot decide

10) Flipkart and Amazon India spending billions of dollars to increase the market share and customer
base is an example of

A. Transaction marketing
B. Services marketing
C. Retail marketing
D. Relationship marketing