QUESTION 1

1. For an existing organization, typical stages of e-commerce development are

Image and product information, customer support, transactions, information
collection
Transactions, image and product information, information collection, customer
support
Information collection, image and product information, customer support,
transactions.
All of the above

4 points   
QUESTION 2
1. Inorder to make customers feel respect you should respect their
needs
business
choice
all of them
none of them

4 points   
QUESTION 3
1. A technique for strategic analysis involving review of level of Internet access in target
market is
Stage model analysis.
Competitor analysis
Demand analysis
SWOT analysis

4 points   
QUESTION 4
1. Which of the following is a deliverable of the system implementation phase in a
formal system development process?
technical hardware and software solution for the business problem
usiness problem statement
statement of the system users’ business requirements
ALL OF THE ABOVE

4 points   
QUESTION 5
1. Referring to the client pyramid, maximum agencies need to turn their customer into
______.
Supporter
Client
Prospects
 Partner

4 points   
QUESTION 6
1. ________ is the fundamental determinant of a person’s wants and behavior
culture
attitude
value
none of the above

2 points   
QUESTION 7
1. Which of the following is not relevant to marketing via the Internet?
Click-and-mortar marketing.
Viral marketing.
Mobile marketing.
Brick-and-mortar marketing.

2 points   
QUESTION 8
1. Record which is based on business customers past purchases, sales price and volumes
is classified as
business database
customer database
databases marketing
company marketing

2 points   
QUESTION 9
1. For years, Shopper’s Stop has gathered records of each __________
Supplier
Wholesaler
Customer
all of the above

2 points   
QUESTION 10
1. Which one of the following is not a business driver for an information system?
business process redesign
knowledge asset management
proliferation of networks and the Internet
ALL OF THE ABOVE

2 points   
QUESTION 11
1. E-business is:
The use of electronic communications to support the full range of business
processes
An organization using electronic media to sell direct to its customers
Any electronically mediated communication between an organization and its
stakeholders.
An organization using electronic media to purchase from to its suppliers

2 points   
QUESTION 12
1. Communication __________ are useful to note whilst the consumer will be
approached and with what unique records.
Tools
Calenders
Process
Skills

2 points   
QUESTION 13
1. All the fundamental __________ have a predictive evaluation branch for analyzing
clients’ shopping conduct to market more effectively and satisfy clients.
Supplier
Retailer
Wholesaler
Distributor

2 points   
QUESTION 14
1. framework consists of how much stages?
4
8
7
5

2 points   
QUESTION 15
1. How many step approach are there to create CRM strategy ?
seven
five
three
four

2 points   
QUESTION 16
1. There are a number of _______ tools to analyze the data.
data tools
software tools
marketing tools
strategic tools
none of them

2 points   
QUESTION 17
1. Customer Complaint Management initiatives are __________________used by
merchants for increasing a customer’s satisfaction.
approaches
None of the above
techniques
mechanisms
all of the above

2 points   
QUESTION 18
1. The system within our brains that creates habits is a
Two Step Loop
Three Step Loop
Four Step Loop
Five Step Loop

2 points   
QUESTION 19
1. In growing the touch plan, the verbal exchange with dealer may be different,
depending at the ________ within the courting.
Stage
Development
focus
All of the above

2 points   
QUESTION 20
1. _______ was appointed as a Data Analyst in Shopper’s Stop in 2010
kim
tim
jim
jane
 jaz

3 points   
QUESTION 21
1. The visibility of systems (including its sub-systems) varies based on their access to
customers and their placement in the system.

 True

 False

3 points   
QUESTION 22
1. Analytical CRM is described as a choice assist system targeted to assist
senior executives
marketing
sales
customer support personnel
all of the above

3 points   
QUESTION 23
1. ____________, a Dutch economic offerings organization, sends its treasured
customers a non-public annual report.
Michael Porter
Robeco Direct
Adam Smith
Richard Cantillon
De Jong

3 points   
QUESTION 24
1. Measurement frameworks are standard for all organizations

 True

 False

1 points   
QUESTION 25
1. The measurement framework should be able to function with complete and impartial
measures.

 True

 False

1 points   
QUESTION 26
1. Which ot the following is related to security mechanism
encyption

decryption
e-cash
all of them
none of them

1 points   
QUESTION 27
1. While customer measures are discussed in the balanced scorecard literature, most
CRM measurement approaches involve far more metrics at a lower level of
abstraction than those represented within a balanced scorecard.

 True

 False

1 points   
QUESTION 28
1. Brand performance measures is not part of CRM measurement framework

 True

 False

1 points   
QUESTION 29
1. CRM can be known as
Business philosophy
Business strategy
process
information & technology tool
All of the above

1 points   
QUESTION 30
1. Sales Configuration go hand in hand with SFA

 True

 False

1 points   
QUESTION 31
1. CRM solutions contribute toward customer-oriented services toward
planning
 Developing
maintaining
increasing customer relationships
All of the above

1 points   
QUESTION 32
1. E-crm helps to Understand the Economics of customer relationship

 True

 False

1 points   
QUESTION 33
1. As more companies and value chains adopt CRM technology and as the technology
gets more robust, companies will be able to capture a fairly comprehensive set of data
representing the behaviour of a market

 True

 False

1 points   
QUESTION 34
1. Digital technologies let companies engage customers in a more costly and less
measurable dialog.

 True

 False

1 points   
QUESTION 35
1. Sfa helps to control entire sales process

 True

 False

1 points   
QUESTION 36
1. What of the following is production related procurement?
information system
office supplies
furniture
raw materials
none of them
 1 points   
QUESTION 37
1. A consultation plan should have roles for officials having low profile and poor
communication skills for explaining initiatives and receiving feedback

 True

 False

1 points   
QUESTION 38
1. Analytical CRM is described as a choice assist system targeted to assist
senior executives
marketing
sales
customer support personnel
all of the above

1 points   
QUESTION 39
1. Customer Complaint Management Initiatives are mandatory by law

 True

 False

1 points   
QUESTION 40
1. Cross promoting way
selling new products
Public relations
selling other products to existing customers
Reversal of a sale
all of the above

1 points   
QUESTION 41
1. Forward engineering is not necessarily if an existing product is producing the correct
output

 True

 False

1 points   
QUESTION 42
1. Sales Representative can also view list of consumer
  True

 False

1 points   
QUESTION 43
1. The initiative implementation should not be in phases.

 True

 False

1 points   
QUESTION 44
1. The measurement framework should not consider the stability or complexity level
within the market or enterprise.

 True

 False

1 points   
QUESTION 45
1. Acquisition Depends on:
Type of product
Type of buying
Type of customers
Economic Enviornment
all of the above

1 points   
QUESTION 46
1. Which form of e-commerce brings in most amount of revenue
B2B
B2C
C2B
C2C
all of them

1 points   
QUESTION 47
1. Calender and task activities are both task and

 True

 False

1 points   
QUESTION 48
1. CRM is not a wide discipline and a technology set since it does not encompasses
every aspect of a company.

 True

 False

1 points   
QUESTION 49
1. Companies do not have a need to use CRM technology to help anticipate customer
needs or otherwise predict a future customer or market state.

 True

 False

1 points   
QUESTION 50
1. Key ingredients used in B2B relationships
trust
respect
care
comfort
all of them

1 points   
QUESTION 51
1. The factors affecting the customer loyalty are:
Customer satisfaction
Emotional bonding
Trust
History with the company
all of the above

1 points   
QUESTION 52
1. _________ have to be informed about the initiative and how it will affect them.
Participating merchants
managers
consumers
government officials
all of the above

1 points   
QUESTION 53
 1. if it is easy to penetrate a market then a new competitor is at risk of
low level
high level
medium level
more
none of them

1 points   
QUESTION 54
1. Management Response Time will be Greatly reduce

 True

 False

1 points   
QUESTION 55
1. Under SFA The information on products can be viewed categorically or in
alphabetical order.

 True

 False

1 points   
QUESTION 56
1. Having the right people is not necessary on the working group

 True

 False

1 points   
QUESTION 57
1. Not focusing on customers essentially at the maturity stage of the life cycle, creates a
negative effect on the company’s growth performance and profits.

 True

 False

1 points   
QUESTION 58
1. The Sales Representative is able to enter a Delivery Instruction and save the order

 True

 False

1 points   
QUESTION 59
 1. The sales manager can configure the system so as to automatically analyze the info
using sophisticated techniques

 True

 False

1 points   
QUESTION 60
1. Acquisition Depends on:
Type of product
Type of buying
Type of customers
Economic Enviornment
all of the above

1 points   
QUESTION 61
1. Firms also take into consideration consumer behaviour and profitability to manage
individual customer relationships.

 True

 False

1 points   
QUESTION 62
1. The main objectives of Customer Relationship Measurement systems are
To influence or validate decision making
To guide ongoing activities or tactics
To predict future states
All of the above
None of the above

1 points   
QUESTION 63
1. In creating the contact plan, the communication with supplier may be different,
depending on the ________ in the relationship.
stage
effect
grounds
all of them
none of them

1 points   

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 Question 1
4 out of 4 points
For an existing organization, typical stages of e-commerce development are

 Question 2
4 out of 4 points
Inorder to make customers feel respect you should respect their

 Question 3
4 out of 4 points
A technique for strategic analysis involving review of level of Internet access in
target market is

 Question 4
4 out of 4 points
Which of the following is a deliverable of the system implementation phase in a
formal system development process?

 Question 5
4 out of 4 points
Referring to the client pyramid, maximum agencies need to turn their customer into
______.

 Question 6
2 out of 2 points
________ is the fundamental determinant of a person’s wants and behavior

 Question 7
2 out of 2 points
Which of the following is not relevant to marketing via the Internet?

 Question 8
2 out of 2 points
Record which is based on business customers past purchases, sales price and
volumes is classified as

 Question 9
2 out of 2 points
For years, Shopper’s Stop has gathered records of each __________

 Question 10
2 out of 2 points
Which one of the following is not a business driver for an information system?

 Question 11
2 out of 2 points
E-business is:

 Question 12
2 out of 2 points
 Communication __________ are useful to note whilst the consumer will be
approached and with what unique records.

 Question 13
2 out of 2 points
All the fundamental __________ have a predictive evaluation branch for analyzing
clients’ shopping conduct to market more effectively and satisfy clients.

 Question 14
0 out of 2 points
framework consists of how much stages?

 Question 15
2 out of 2 points
How many step approach are there to create CRM strategy ?

 Question 16
2 out of 2 points
There are a number of _______ tools to analyze the data.

 Question 17
0 out of 2 points
Customer Complaint Management initiatives are __________________used by
merchants for increasing a customer’s satisfaction.

 Question 18
2 out of 2 points
The system within our brains that creates habits is a

 Question 19
2 out of 2 points
In growing the touch plan, the verbal exchange with dealer may be different,
depending at the ________ within the courting.

 Question 20
3 out of 3 points
_______ was appointed as a Data Analyst in Shopper’s Stop in 2010

 Question 21
0 out of 3 points
The visibility of systems (including its sub-systems) varies based on their access to
customers and their placement in the system.

 Question 22
0 out of 3 points
Analytical CRM is described as a choice assist system targeted to assist

 Question 23
3 out of 3 points
 ____________, a Dutch economic offerings organization, sends its treasured
customers a non-public annual report.

 Question 24
1 out of 1 points
Measurement frameworks are standard for all organizations

 Question 25
1 out of 1 points
The measurement framework should be able to function with complete and impartial
measures.

 Question 26
0 out of 1 points
Which ot the following is related to security mechanism

 Question 27
0 out of 1 points
While customer measures are discussed in the balanced scorecard literature, most
CRM measurement approaches involve far more metrics at a lower level of
abstraction than those represented within a balanced scorecard.

 Question 28
1 out of 1 points
Brand performance measures is not part of CRM measurement framework

 Question 29
1 out of 1 points
CRM can be known as

 Question 30
1 out of 1 points
Sales Configuration go hand in hand with SFA

 Question 31
1 out of 1 points
CRM solutions contribute toward customer-oriented services toward

 Question 32
1 out of 1 points
E-crm helps to Understand the Economics of customer relationship

 Question 33
0 out of 1 points
As more companies and value chains adopt CRM technology and as the technology
gets more robust, companies will be able to capture a fairly comprehensive set of
data representing the behaviour of a market

 Question 34
1 out of 1 points
 Digital technologies let companies engage customers in a more costly and less
measurable dialog.

 Question 35
0 out of 1 points
Sfa helps to control entire sales process

 Question 36
1 out of 1 points
What of the following is production related procurement?

 Question 37
1 out of 1 points
A consultation plan should have roles for officials having low profile and poor
communication skills for explaining initiatives and receiving feedback

 Question 38
1 out of 1 points
Analytical CRM is described as a choice assist system targeted to assist

 Question 39
1 out of 1 points
Customer Complaint Management Initiatives are mandatory by law

 Question 40
0 out of 1 points
Cross promoting way

 Question 41
0 out of 1 points
Forward engineering is not necessarily if an existing product is producing the correct
output

 Question 42
1 out of 1 points
Sales Representative can also view list of consumer

 Question 43
1 out of 1 points
The initiative implementation should not be in phases.

 Question 44
1 out of 1 points
The measurement framework should not consider the stability or complexity level
within the market or enterprise.

 Question 45
1 out of 1 points
Acquisition Depends on:
 Question 46
1 out of 1 points
Which form of e-commerce brings in most amount of revenue

 Question 47
1 out of 1 points
Calender and task activities are both task and

 Question 48
1 out of 1 points
CRM is not a wide discipline and a technology set since it does not encompasses
every aspect of a company.

 Question 49
1 out of 1 points
Companies do not have a need to use CRM technology to help anticipate customer
needs or otherwise predict a future customer or market state.

 Question 50
1 out of 1 points
Key ingredients used in B2B relationships

 Question 51
1 out of 1 points
The factors affecting the customer loyalty are:

 Question 52
1 out of 1 points
_________ have to be informed about the initiative and how it will affect them.

 Question 53
0 out of 1 points
if it is easy to penetrate a market then a new competitor is at risk of

 Question 54
1 out of 1 points
Management Response Time will be Greatly reduce

 Question 55
0 out of 1 points
Under SFA The information on products can be viewed categorically or in
alphabetical order.

 Question 56
1 out of 1 points
Having the right people is not necessary on the working group

 Question 57
0 out of 1 points
 Not focusing on customers essentially at the maturity stage of the life cycle, creates a
negative effect on the company’s growth performance and profits.

 Question 58
1 out of 1 points
The Sales Representative is able to enter a Delivery Instruction and save the order

 Question 59
1 out of 1 points
The sales manager can configure the system so as to automatically analyze the info
using sophisticated techniques

 Question 60
1 out of 1 points
Acquisition Depends on:

 Question 61
1 out of 1 points
Firms also take into consideration consumer behaviour and profitability to manage
individual customer relationships.

 Question 62
1 out of 1 points
The main objectives of Customer Relationship Measurement systems are

 Question 63
1 out of 1 points
In creating the contact plan, the communication with supplier may be different,
depending on the ________ in the relationship.

Friday, 30 April 2021 09:33