QUESTION 1

__________ is the basic platform of relationship formation

customer needs
customer loyalty
customer relationship
customer value
customer choice

QUESTION 2
Advantage of CRM
Cost of the Software
Improve overall relationship with customer.
Customization of the Business
None of the above

QUESTION 3
With a ________ database, the company might increase its chances to acquire a greater number of
customers.

Larger
Smaller
Stable
Unstable

QUESTION 4
Customer retention is a process of maintaining the customers with them for a _________ of time
by satisfying the customers’ needs.

short period
long period
neutral
all of them
none of them

QUESTION 5
A key CRM technique is to encourage existing customers to recommend friends or colleagues to
purchase. This is:

Up-sell
Reactivation
Referral
Cross-sell
QUESTION 6
CRM strategy should include a mix of

culture
people
business processes
technology
All of the above

QUESTION 7
A consumer buying behaviour is influenced by

Cultural and social factors

Personal factors
Both a and b
None of the above

QUESTION 8
It is an in depth evaluation of the profile of those customers explored for the reason of retention

Exploring
Evaluating
Establishing Strategies
Examining Feedback

QUESTION 9
Which of the following is not one of the benefits of e-commerce to sellers?

E-commerce is a powerful tool for customer relationship building.

E-commerce can help to reduce costs
E-commerce increases the net cost per contact.
None of the above

QUESTION 10
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

QUESTION 11
B2B refers to any business that sells to another

party
consumer
customer
business
 none of them

QUESTION 12
companies interest in building relationships withcustomers is

Economic
Profit
Sales
None of the above

QUESTION 13
The factors affecting the customer loyalty are:

Customer satisfaction
Emotional bonding
Trust
History with the company
all of the above

QUESTION 14
The _______ patron contributes the most earnings within the agency

Silver
Platinum
Gold
Bronze
Diamond

QUESTION 15
The amount of money a company has to spend in a given period to retain an existing customer.

Profit margin
retention cost
periodic revenue
None of the above

QUESTION 16
Customer Equity is the Net Present Value of a customer from the perspective of a supplier

 True

 False

QUESTION 17
At this point appropriate strategies are evolved which are customer-specific and that lead to
retention.

Exploring
Evaluating
Establishing Strategies
 Examining Feedback

QUESTION 18
Delivering products and services that push is called

Service Excellence
Operational
Excellence
Continuous Excellence
None of the above

QUESTION 19
CRM and B2B are two different _________

concepts
strategies
modules
advancement
none of them

QUESTION 20
In buyer decision process, percentage of potential customers in a given target market is called

customer funnel
company funnel
marketing funnel
retailers funnel

QUESTION 21
CRM works toward improving and delivering quality services to individual customers, which is
important and valuable to the business; therefore, it becomes important for organizations to
__________________________.

understand and manage customer relationships.

understand and manage customer satisfaction.
understand and manage employee satisfaction.
All of the above

QUESTION 22
_____most advanced and efficient method to reach customers.

social media
internet
survey
follow-ups
all of them

QUESTION 23
The______ matrix is used to explain the relationship between different service systems is based
on the technology level used by them to develop their systems.
 SPM
SPT
SRM
STT

QUESTION 24
The _________ who will become a partner will become a profitable patron

Manager
Organization
Customer
Employee

QUESTION 25
_______uses sophisticated mathematical and statistical techniques such as neutral networking
and cluster analysis.

Data mining
Data survey
CRM
None of the above

QUESTION 26
The authors define client relations as _______________________.

common sense + professional dignity = effective client relations

common sense = effective client relations
professional dignity = effective client relations
consistent courtesy + common sense + professional dignity = effective client
relations

QUESTION 27
Customer Loyalty leads to:

Retention of customer
Repeated purchase by the customer
getting feedbacks from the customers
all of the above
all of the above

QUESTION 28
Analytical CRM helpsupport-

Front-office operations
Sales executives
Back-office operations
None of the above
QUESTION 29
Customer retention is a manner of maintaining the customers with them for a _________ of time
through gratifying the clients’ desires.

Short Period
Long Period
Certain
None of the above

QUESTION 30
PARIS MODEL WAS GIVEN BY?

ANTONY
NEWTON
CORNOFF
Parasuraman and Day

QUESTION 31
A communication plan must be outlined to appreciate an __________ relationship management

Efficient
Effective
Both (A) and (B)
None of the above

QUESTION 32
________ exerts the broadest and deepest influence on buying behavior.

Social factors
International factors
Personal factors
Cultural factors

QUESTION 33
In the present marketing environment, _________ focus more on customer retention thanjust on
customer acquisition

Supplier
Agents
Salesman
organization

QUESTION 34
What is the second step in developing Consumer Complaints Management Initiatives

Hold Preliminary Discussions with Major Stakeholders

Announce and Publicize the Initiative
Create a Working Group
 Prepare Preliminary Draft and Explore Appropriate Structures

QUESTION 35
Brand equity is the customer’s ________________________ assessment of the brand, above and
beyond its objectively perceived value”

subjective and intangible

objective and tangible
subjective and tangible
objective and intangible

QUESTION 36
The _________ who turns into a partner will become a profitable customer

Manager
Organization
Customer
Employee

QUESTION 37
Analytical CRM is described as a choice assist system targeted to assist

senior executives
marketing
sales
customer support personnel
all of the above

QUESTION 38
Exploration means

exploring
investigating
testing one another’s capabilities
All of the above

QUESTION 39
It is an in depth evaluation of the profile of those customers explored for the reason of retention

Exploring
Evaluating
Establishing Strategies
Examining Feedback

QUESTION 40
A communication plan have to be mentioned to understand an __________ courting management.

Efficient
Effective
Both (A) and (B)
 None of the above

QUESTION 41
This is a broad category of applications and technologies for gathering, storing, analyzing, and
providing access to data to help enterprise users make better business decisions.

best practice
data mart
business
intelligence
business warehouse

QUESTION 42
C2C stands for :

Business to Government
Business to Consumer
Business to Business
Consumer to Consumer

QUESTION 43
Customers being able to buy products and services on the Internet is a result of:

E-business
E-marketing
E-purchasing
E-commerce

QUESTION 44
Sales Configuration go hand in hand with SFA

 True

 False

QUESTION 45
Cross promoting way

selling new products

Public relations
selling other products to existing customers
Reversal of a sale
all of the above

QUESTION 46
The episode comprises of

communicative actions comprising of speech

deeds
body language
 All of the above

QUESTION 47
There are some of _______ gear to research the statistics.

Marketing
Business
Software Tools
None of the above

QUESTION 48
Acquisition is an _________ in building purchaser dating.

Primary Step
Important
Last
None of the above

QUESTION 49
B2B stands for:

Business to Government
Business to Consumer.
Business to Business.
None of the above

QUESTION 50
Customer objectives are then set to achieve customer

Satisfaction
customer loyalty
customer value
All of the above

QUESTION 51
Does the Portal need User Id and Password

Yes
No

QUESTION 52
Acquisition is an _________ in building purchaser dating.

Primary Step
Important
Last
 None of the above

QUESTION 53
Customer relationship control (CRM) is a idea which refers to-

Practices
Strategies
Technologies
All of the above

QUESTION 54
Shopper’s Stop marketers explained to Jim that the timely supply of items is _________

important
not important
everything
none of the above

QUESTION 55
'total customer benefits' includes

product benefits
services benefit
image benefit
all of above

QUESTION 56
How may features are there in SFA?

23
20
22
54

QUESTION 57
The lengthy-time period savings packages purpose to _______ relationship with clients.

Generate
Retain
Develop
none of the above

QUESTION 58
Process of building, organizing and using databases of customers to build customer relationship
is classified as

database marketing
 customer database
detailed database
company database

QUESTION 59
Critical success factors for a CRM implementation are

Develop a Customer-Centric Strategy

. Create a Customer-Centric Culture
Harness the Power of Customer Information
All of the above

QUESTION 60
These are a fixed of people who only are aware about the lifestyles of the product/provider and
do now not have any unique choice

Referrers
Indifferent
Knower
Rejecters

QUESTION 61
CRM can be known as

Business philosophy
Business strategy
process
information & technology tool
All of the above

QUESTION 62
What of the following is production related procurement?

information
system
office supplies
furniture
raw materials
none of them

QUESTION 63
What is the seventh step in developing Consumer Complaints Management Initiatives

Implement the Initiative

Announce and Publicize the Initiative
Prepare Preliminary Draft and Explore Appropriate Structures
Hold Preliminary Discussions with Major Stakeholders