Customer Relationship Management MCQ PDF

1. A person’s _________ are all the groups that have a direct or indirect influence on
their attitudes or behavior.

1. reference groups
2. dissociative groups
3. inspirational groups
4. None of the above

Answer: reference groups

2. In buyer decision process, percentage of potential customers in a given target market

is called____________

1. company funnel
2. customer funnel
3. retailers funnel
4. marketing funnel

Answer: marketing funnel

3. Process of manage information about customers to maximize loyalty is said to

be_______________

1. retailers management
2. company relationship management
3. supplier management
4. company relationship management

Answer: customer relationship management

4. Record which is based on business customers past purchases, sales price and volumes
is classified as_____________

1. customer database
2. business database
3. company marketing
4. databases marketing

Answer: business database

5. Aggregate value of customer's base is classified as__________

1. marketers base value

2. retention value
3. shareholder value
4. base value

Answer: shareholder value

6. Customer Relationship Management is about ___________

1. acquiring the right customer

2. motivating employees
3. instituting the best processes
4. all of the above

Answer: All of the above

7. Whole cluster of benefits when company promises to deliver through its market
offering is called_____________

1. customer proposition
2. value proposition
3. product proposition
4. brand proposition

Answer: value proposition

8. Customized products and services for customers and interaction to individual

customers are part of_____________

1. company relationship management

2. retailers management
3. supplier management
4. customer relationship management

Answer: customer relationship management

9. Third step in customer's value analysis______________

1. monitoring competitors performance

2. assessing attributes importance
3. assessing company performance
4. Both A & C

Answer: Both A & C

10. Percentage or number of customers who move from one level to next level in buying
decision process is called

1. loyalty rates
2. shopping rates
3. conversion rates
4. marketing rates

Answer: conversion rates

11. Company's 'customer relationship capital' is another name of_____________

 1. customer conversion
2. customer retention
3. dissatisfied customers
4. satisfied customers

Answer: satisfied customers

12. All costs customer expects to incur to buy any market offering is called________

1. total functional cost

2. total economic cost
3. total functional cost
4. total customer cost

Answer: total customer cost

13. CRM technology can help in__________

1. processing transactions faster

2. developing new pricing models
3. designing direct marketing efforts
4. All of the above

Answer: All of the above

14. Company's monetary, time and energy cost, all are included in_________________

1. psychological cost
2. image benefits
3. total customer cost
4. personal benefits

Answer: total customer cost

15. Programs designed for customers which is limited to any affinity group are classified
as____________

1. royalty programs
2. group membership programs
3. club membership programs
4. loyalty programs

Answer: club membership programs

16. Technique which tries to identify real cost of serving an individual customer is
called______________

1. turnover based accounting

2. cost based accounting
3. activity based accounting
 4. price based accounting

Answer: activity based accounting

17. A person or company that yields a revenue more than incurred costs of selling and
serving is called_____________

1. profitable customers
2. satisfied customers
3. dissatisfaction
4. superior value

Answer: profitable customers

18. Customers lifetime purchases that generate net present value of future profit
streams is called___________

1. customer purchases value

2. customer cost incurred
3. customer lifetime value
4. customer relationships

Answer: customer lifetime value

19. For the rural areas, the socioeconomic system use _________ of the chief wage
earner

1. education and occupation

2. education and type of home
3. occupation and type of home
4. None of above

Answer: occupation and type of home

20. Social class is indicated by ________variables.

1. several
2. single
3. All of above
4. None of above

Answer: several

21. 'Total customer benefits' includes _____________

1. image benefit
2. services benefit
3. product benefits
4. All of above
Answer: All of above

22. 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.

1. business database
2. customer mailing list
3. customer database
4. none of the above

Answer: customer database

23. Socioeconomic system classifies urban households into _____ broad categories.

1. 8
2. 4
3. 2
4. 6

Answer: 8

24. Any occasion on which brand or product is encountered by end customers is

called_____________

1. company touch point

2. relationship touch point
3. customer touch point
4. retailers touch point

Answer: customer touch point

25. Number of customers or potential customers who will help in company's growth is
classified as__________

1. retailer base
2. distributors base
3. customer base
4. marketers base

Answer: customer base

26. First step in analysis of customer value is to____________

1. assessing attributes importance

2. identify customers value attributes
3. assessing company\s performance
4. assessing competitors performance

Answer: identify customers value attributes

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

1. data survey
2. data mining
3. crm
4. All of above

Answer: data mining

28. Process of building, organizing and using databases of customers to build customer
relationship is classified as___________

1. customer database
2. database marketing
3. company database
4. detailed database

Answer: database marketing

29. System includes all experiences while using market offering is classified as_________

1. distinctive proposition
2. value delivery system
3. customer proposition
4. product proposition

Answer: value delivery system

30. Perceived monetary value of all benefits which customers expect from a given
product because of brand image is called__________

1. total customer benefit

2. total functional cost
3. total economic cost
4. total customer cost

Answer: total customer benefit

31. The main drawback of CRM is_______

1. rolling out crm before changing the organization to match

2. implementing crm before creating a customer strategy
3. stalking, not wooing, customers
4. All of the above

Answer: All of the above

32. Difference between customers evaluation including all costs incurred and benefits is
called___________
 1. company market value
2. customer affordability
3. customer reliability
4. customer perceived value

Answer: customer perceived value

33. Indian marketers use a term called socioeconomic classification, which is based on
the _______ of chief wage earner.

1. occupation
2. education
3. All of above
4. None of above

Answer: All of above

34. The marketing messages committed to customers wishes is a part of_____________

1. activity marketing
2. supplier marketing
3. permission marketing
4. All of above

Answer: permission marketing

35. _________ 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.

1. purchase behavior
2. consumer behavior
3. product cycle
4. All of above

Answer: consumer behavior

36. ________ is the fundamental determinant of a person’s wants and behavior.

1. value
2. culture
3. attitude
4. All of above

Answer: culture

37. The method used to assess real cost of providing services to an individual customer
is_______

1. turnover based accounting

2. activity based accounting
 3. cost based accounting
4. price based accounting

Answer: activity based accounting

38. A consumer buying behavior is influenced by___________

1. personal factors
2. cultural and social factors
3. All of above
4. None of Above

Answer: All of above

39. ________ exerts the broadest and deepest influence on buying behavior.

1. cultural factors
2. personal factors
3. international factors
4. social factors

Answer: cultural factors

40. _______is any occasion on which the brand or product is used by end customers.

1. company touch point

2. customer touch point
3. retailers touch point
4. None of the above

Answer: customer touch point