CRM- MULTIPLE CHOICE- UNIT I, II and III

 

 

 

UNIT-I

1.CRM  directly contributes towards _________ benefits and the growth of businesses.

A) Customer             B) Supplier                 C) Organisation                            D) Owner

2. The primary goal of CRM is to increase customer _________ and in turn improve business profitability.

A) Benefits                 B) Satisfaction            C) Loyalty                 D) Counting

3. Five of the largest players in the CRM market today include cloud computing giant Salesforce, _________, SAP, Oracle and Adobe Systems.

A) Apple                     B) Microsoft              C) Android                 D) Google

4. CRM software's main purpose is to make _________ more efficient and _________.

A) Sales, Profit                                                                                   B) Customers, Business

C) Interactions, Productivity                                               D) Relationship, Management

5. CRM may be used with past, present or _________ customers.

A) Future                    B) Potential               C) Old             D)New

6. The concept of customer relationship management started in the early _____s.

A) 1960                      B) 1965                       C) 1970                                  D)1975

7. The first open-source CRM system was developed by __________ in 2004.

A) SugarCRM                       B) Oracle                    C) Sun Microsystems                   D) Windows

8._________ is an important component to the main phases of CRM.

A) Relational Intelligence                                                    B) Relationship Management

C) Increasing consumers                                                        D) Gaining Profit

9. CRM technologies can easily become ineffective if there is no _________, and they are not implemented correctly.

A) Customer Relation                                                            B) Proper Communication

C) Proper Management                                                       D) Frequent Analysis

10. The CRM process is a strategy for keeping every customer interaction personalised and meaningful that consists of _____ main steps.

A) 4                B) 7                 C) 6                 D) 5

11._______________ CRM aims at winning, developing and keeping profitable customers.

a)   Strategic

b)  Operational

c)  Analytical

d)  None of the above

12.The business orientation that is more compatible with strategic CRM is ___________ orientation.

a)  Product

b)  Production

c)   Customer

d)  Supplier

13.____________ marketing is the term used to describe messaging and offer development to customers at particular points-in-time.

a)  Real-time

b)  Trigger

c)   Transactional

d)  Offer

14.In ____________ phase each party coms to the attention of the other as a possible exchange partner.

a)  Awareness

b)  Exploration

c)  Expansion

d)  Commitment

15._____________ is a belief that other party’s word is reliable or credible.

a)  Benevolence

b)  Honesty

c)   Competence

d)  Attitude

16.____________ customers are the customers who fit the target market and are approached for the first time.

a)   Suspect

b)  Prospect

c)  Repeat

d)  Majority

17.The ______________ school emphasizes the role of service in supplier-customer relationships.

a)  Nordic

b)  Anglo-Australian

c)  North-American

d)  Asian

 

 

18. Abbreviation of SFA in Operational CRM?

A.Sales Field Allocation

B.Sales Field Audit

C.Sales Fronted Audit

D.Sales Force Automation

19.SFA ensures ______ satisfaction and helps to increase the revenues by making better decisions?

A.Developer

B.Customer

C.Employees

D.Manager

20. Which of the following features of SFA helps to integrate the financial functionality of the back and front office of an organization?

A.Contract management

B.Opportunity management

C.Asset management

D.Data quality management

21. Use of ______ help to supplement sales efforts and provide fast data amidst busy business schedule?

A. FAS tools

B.CRM tools

C. SFA tools

D.ASF tools

22. Which of the following areas are affected by Business Inelligence(BI)?

A.Revenue

B.CRM

C.Sales

D.All of the mentioned

23. This is an approach to selling goods and services in which aprospect explicitly agrees in advance to receive marketing information?

A. Customer managed relationship

B. Data mining

C. Permission marketing

D. one-to-one marketing

24. This is the processing of data about customers and their relationship with the enterprise in order to improve the enterprise's future sales and service and lower cost?

A.Clickstream analysis

B.Database marketing

C.Customer relationship management

D.CRM analytics

25.The formula _____ is the essence of strategic marketing?

A.STP- segmentation, Targeting, Positioning

B.CRM- Customer Relationship management

C.TPD-Targeting, Positioning, Distribution

D.None of the above

26. Which of the following pricing strategies is NOT ideal for new products?

A. Market-Skimming

B. Discriminatory pricing

C. Promotional pricing

D. None of the above

27. Which of the following reflects the sum of perceived tangible  and intangible benefits and costs to a customer?

A. Customer satisfaction

B. Customer delight

C. Customer Value

D.Customer Expectation

28.In the context of CRM what does the abbreviation SFA Sands for?

A) Sales Field Allocation     B) Sales Field Audit

C) Sales Force Automation    D) Sales Frontend Audit

29.In an Internet context this is the practice of tailoring Web pages to individual users characteristics or preferences.

A) Web services   B) Customer-facing   C) Client/ Server

D) Personalization

30._______ are important to develop and evaluate the results of marketing interactions.

A) Campaign management tools   B) Interfaces

C) Analytical tools      D) Data warehouse

31.In the obsevation of CRM “R” stands for________

A)Relationship          B)Relatable     C)Reasonable D)Readable

32.A Relationship is composed of series of interactive episodes between ____ parties overtime.

A)Critical       B)Dyadic       C)discrete       D)Professional

33.Parties are classified into_____hierarical levels of relationship.

A)Five B)Four            C)Seven         D)Three

34._____is when each party comes to the attention of the other as possible exchange partner.

A)Exploration             B)Expansion              C)Dissolution D)Awareness

35.___is a phase in which there is increasing interdependence.

A)Commitment                       B)Expansion                         C)Transaction D)Termination

36.____is focused & although way be a generalized sense of confidence & security. A)Trust          B)Honesty        C)Competence           D)Forced

37.An exchange partner believing than an ongoing relationship with another is shown by____

A)Business     B)Commitment                     C) Trust                      D)Investment

38.The discussion to be better quality then it is called____

A)Relationship quality         B)Relationship                       C)Management           D)Customer

39.The fundamental reason that companies want to build relationship with customer is____

A)Economic  B)Stratergy     C)Profit          D)Satisfication

40.Increase in customer retention is____in the size of the customer base.

A)Decrease     B)Increase     C)Neutral                    D)All the above

41.CLV stands for____.

A)Customer Lifetime Values

B)Customer Labour Values

C)Consumer Lifetime Values

D)None of the above

42.____is the present day value of all net margins eached from a relationship with a customer, customer segment or cohort.

A)CLV            B)CRM           C)BLC           D)VLC

43.CLV has majorly_____types of causes.

A)Five            B)Three                      C)Many                      D)Four

44.The ____ of CLV potential is very straight forward in principle, but can be complicated in pratice.

A)Normalization                    B)General                   C)Computing                        D)Cost

45.Overhead costs are not factored into the computation___.

A)True           B)False           C)Either A or B                      D)All the above

46. 22 percent of customer base are in ___ segment of CRV.

A)Toptier                    B)Fencesitters                         C)Threshold              D)Value destroyed

47.The last segment of CRV contains_____customer base.

A)22% B)28%            C)39%            D)11%

48.Increase the profit earned per customer by____.

A)Reducing cost-to-serve.

B)Cross-selling additional products & services.

C)All the above.

D)None of the above.

49.Reasons of companies to resist customer is ______.

A)Loss of control                   B)Exists cost  C)Resource commitment & opporturity cost

D)All the above.

50.When business interact with customer, then it is____.

A)B2B            B)B2C            C)Business     D)Companies

51.A relationship with_____can reduce the customer’s sense of percieved risk.

A)Customer    B)Company    C)supplier                 D)Owner

52.If a cost of a purchase is particularly high, then it is known as____.

A)Purchase cost        B)Product complexity            C)Reciprocity D)None

53.In ______relationship customer may feel that their enhanced by supplier.

A)Consumer               B)Supplier      C)Status            D)Affiliation

54._____can be defined as interactions, relationship & networks.

A)Marketing  B)Sales                       C)Supply        D)Rate

55.____is the customer’s fulfillment response to a customer experience, or some part there off.

A)Customer satisfaction                  B)Producer     C)Customergain D)Supplier

56.______are interpersonal contacts between actors in partner firms that result in trust.

A)Actor Links                        B)Actor bonds                      C)Customer    D)None

57.The collection of human, financial, legal, physical,managerial intellectual & other strenght (or)weakness of an organisation is called_____

A)Management                      B)Sales                       C)Resource   D)Marketing

UNIT-2

 

 

1.                      is the maintenance of continuous trading relationships with customers overthe long

term

a. customer retention.     b.customer relationship

c.customer management

d.value retention

 

2.The use of                        &             in calculating customer retention rates can mask atrue understanding of retention and defection.

a. transaction and average

b. aggregates and averaged

c. positive and negative

d. profit and loss

 

3. How many types of measures of customer retention.

a. 5

b.2

c.  3

d.6

 

4.A high                     customer retention rate might also need some qualification.

a. sales rentention

b. customer retention

c. customer defection

d. d. sales-adjusted

 

5. Improving                          is an objective for many CRM strategies.

A. customer retention.

b. customer strategies

c. sales

d. customer engaged

 

6.How many conditions to retained customer.a.6

b.5

c.2

d.4

 

7. Customers who are satisfied in their relationship may reward their suppliers by paying                         .

a. lower prices

b. equal prices

c. higher prices

d. none of the above.

 

8. The customers who have greatest strategic value to your company are                                      candidates for your retention efforts.

a. prime

b. supreme

c. talented

d. none of the above

 

9.                    efforts where there is portfolio purchasing can be very difficult

a. retention.

b. value

c. manage

d. retained

 

10. Expands of WOM

a. word of mouth

b. word of manage

c. with our maintenance

d. without manage

 

11. development is the process of growing the value of retained customers.

a) salesman.      b) customer

c) shopkeeper.   d) all of the above

 

 

12 .is selling additional products and services to an existing customer.

a) cross-selling.    b) middle -selling

c) up-selling.         d) down-selling

 

 

13. is selling higher priced or higher margin products and services to an

existing customer.

a) middle-selling.   b) up-selling

c) cross -selling.    d) none of the above

 

 

14.Customers generally do not respond       to persistent

 

.a). review

c) . feedback

b) negatively

d) positively

 

 

15There is an argument that companies should        where appropriate.

 

 

a) left-sell.

c) down-sell.

b) right-sell

d) up-sell

 

 

16. number of CRM technologies that are useful for customer development purposes.

 

a)5.

b)4

 

c)7.

d)9

 

 

17.Cross-sell and up-sell campaigns are often based on    data

mining.

a) Intelligent.         b) event

c) integrated.          d) marketing

 

18.Customer development activities can be integrated across    .

a. channels     b .marketing

c. customize    d. none of the above

 

 

 

19. practitioners generally prefer that the messages communicated to customers.

 

 

a) SRM.

c) CRM.

b)SAS

d)WOM

 

 

20.       software is available from CRM analytics organization.

 

a) customization.

c) optimization.

b) integration

d) communication

 

 

21.the development of retained customers is an        source of additional

revenue

a) important.                b) unimportant

c) market.                    d) none of the above

 

22. rarely hesitate to terminate employee positions that serve no useful purpose.

 

b. companies

c. factory

b. industry

d. none of the above

 

 

23.Customers may be well connected and spread negative word-of-mouth about

theirtreatment.

a) word-of-mouth.           b)word-of-manage

c) with-our-maintenance. d)with-out-manage

 

 

24.customers who pay the         price become profitable.

 

a) lower.

c) down.

b) middle

d) higher

 

 

25.Companies fall into     clusters in respect of the customer-sacking

behaviours

a) 4.        b)2  c) 3.       d) 5

 

 

26.Companies may encounter evidence of ______________by customers.

a. Strategic Switching         b.Customers              c.Retailers                              d.Companies

 

27. In CRM,A customer can be new to_____________

a. Product Category           b. Company               c.Both a and b                            d.Shops

 

28.____________ is an outcome of the market segmentation and targeting process.

a. Prospecting                     b.Marketing               c.Targeting Customers         d.Company Outcome

 

29. B2B Stands for_________________

a.Business-to-Build           b.Business-to-Business      c.Basics-to-Business      d.Bank-to-Bank

30. Publicity is the generation of free editorial content relevant to a ________________

a. Product interests                    b.Company’s interests

c.Public interests                       d.Analytical interests

31.______________ is the creation and delivery of messages to targeted audiences through the purchase of time or space in media owned by others.

a. Advertising                    b.Product                     c.Sales                         d.Relationship

 

32. _______________ is any behaviour-triggering temporary incentive aimed at prospects,

customers, channel partners or salespeople.

a.Product promotion          b.Sales promotion          c.Product Discount           d.Marketing

 

33. B2C Stands for_________________

a. Business-to-companies                                 b. Business-to-carporate

c. Business-to-countries                                    d. Business-to-consumer

34. Sales promotions offer a temporary and immediate inducement to buy a product.

a.Product promotions          b. Sales promotions           c.Company               d.Marketing

 

35. KPI Stands for_____________

a.Key Predictor Index                                           b.Key Predictive Indicator

c. Key Performance Indicators                             d.Key Pridictive Interest

 

36. ____________is the provision of a free sample of the product with unique promotional packaging.

a. Sampling                    b.Marketing                c.Sample Product                   d.Sales

 

37. EBM  Stands for______________

a. Event-Based Marketing                                b.Event-Based Management

c. Environment-Based Management              d. Environment-Based Marketing

 

38. _____________is the process of establishing and maintaining business-related personal relationships.

a.Marketing                 b. Networking               c.Advertising            d.Relationship

 

39.____________is widely used as a more cost-effective way of prospecting than use of a salesperson.

a.Marketing                       b.Sales                    c.Telemarketing                    d.Relationship

 

40. _______________generally need to be made aware of the product and to understand what

benefits it can deliver prior to purchase.

a. New Customers           b.Committed Customer      c.Uncommitted Customer       d.Existing

Customer

41. Advertisers are concerned with two major issues as they attempt to generate new customers: a. message and media issues                                 b.product and sales issues

c.advertisement and marketing issues                  d.sales and marketing issues

 

42._________________ provides companies with opportunities to approach prospects at times that have a higher probability of leading to a sale.

a. Environment-Based Management             b.Event-Based Management

c. Environment-Based Marketing                 d. Event-Based Marketing

43.______________supports CRM to ensure that the right offer is made to the right prospect through the right channel at the right time

a.Company decision                                                       b.Customer relationship

c. CRM analytics                                                            d.None of these

 

44.

_______________ software not only enables companies to manage and execute automated and

personalization but also to generate and manage contact lists.

a. Relationship management                                  b. Campaign management

c.Sales management                                              d.Product management

 

45. The _____________might be influenced by the geographic location of the consumer.   a. Right offer                        b.Right Products          c.New shops           d.None of the these

 

46.A _________ is the collection of mutually exclusive customer groups that comprise a business’s entire customer base.

a)   customer relationship

b)   customer portfolio

c)   customer management

d)   customer base

47.________ is the process of dividing up a market into more-or-less homogenous subsets for which it is possible to create different value propositions.

a)   Market segmentation

b)   Market promotion

c)   Market analysis

d)   Market segregation

48.The strategic importance of a customer is determined by ______________________.

a)   the value or volume of the customer’s purchases

b)   the potential and prestige of the customer

c)   customer marketing relationship

d)   all of the above

49.__________________ are customers that other customers follow.

a)   Door openers

b)   High volume customers

c)   Inspirational customers

d)   Benchmark customers

50._________________ is the cognitive and affective outcome of the customer’s exposure to or     interaction with a company’s people, processes, technologies, products, services and other outputs.

a)   Customer experience

b)   Customer feedback

c)   Customer relationship

d)   Customer satisfaction

51.____________________ is the application of computerized technologies to support sales people and sales management in the achievement of their work-related objective.

a) CRM software

b)   Sales Force Automation

c)   Data Mining

d)   Sales Management

 

 

52.______________allows companies to capture,score,assign, nurture and track sales leads.

a)   Lead management

b)   Account management

c)   Pipeline management

d)   Activity management

UNIT-III

 

 

1.  _____________ methods are the most widely used forecasting methods.

a)   Qualitative

b)  Quantitative

c)   Timeseries

d)  Decomposition

2.  ______________ is the creation of intelligence from large quantities of data

a)  Data mining

b)  Data warehousing

c)  Data wrangling

d)  Data retrieval

3.  ___________ are computational methods designed for emulating the simplest functions and the properties of neurons of the human brain.

a)   SVM

b)  ANN

c)  LSTM

d)  K-means

4.   A ____________ is any name, design, style or symbols that distinguish a product from its competitors.

a)   Service

b)  Brand

c)  Variety

d)  Compete

5.  ______________ is the customer’s perception of the process they went through to get satisfaction following service failure.

a)  Distributive justice

b)  Procedural justice

c)   Interactional justice

d)  None of the above

6.  ______________ is the percentage of time that the service is withdrawn or fails in the time period.

a)  Availability

b)  Reliability

c)  Responsiveness

d)  Usage

7.    Market segmentation is the process of dividing up a market into more-or-less ____________for which it is possible to create different value proposition

a)   a)Heterogeneous subsets

b)  Homogenous subsets

c)  Market segmentation

d)  Marketing management

 

 

8. Consumers can be clustered according to a____________

a.   Number of shared characteristics

b.  Number of shared clustered

c.   Number of shared segmentation

d.  Number of shared Companies

 

 

9.   The term portfolio is often used in the context of __________to describe the collection of assets owned by an individual or institution.

a.   Investments

b.   Proposition

c.   Returns

d.   Loss

 

 

10. Examples of ISIC codes_____________

a.   Manufacture of tobacco product

b.   Higher education

c.   Manufacture of structural metal product

d.  d)All the Above

 

 

11. ___________are large spenders and keen to trial new technologies.

a.   Progressives

b.   Operators

c.   Professionals

d.   Traditionalists

 

 

12. __________are older and spend the least on crop protection product

a.   Progressives

b.   Operators

c.   Professionals

d.  Traditionalists

 

 

13. __________have large landholdings and are early adopters of new technologies

a.   Progressives

b.   Operators

c.   Professionals

d.   Traditionalists

 

 

14. __________are pessimistic about farming and have difficulty in keeping up to date with new technologies and farming practices.

a.   Progressives

b.  Operators

c.   Professionals

d.   Traditionalists

 

 

15.  Lifetime value estimation_________

a.   CLV=m[r/i+1-r]

b.   CLV=m[r/1+i-r]

c.   CLV=m[r/i+1+r]

d.   CLV=m[r/1-i-r]

 

 

16. Clustering techniques generally try to ___________both within-group homogeneity and   between-group heterogeneity.

a.   Minimize

b.   Maximize

c.   Equalize

d.  Neutralize

 

 

17. .Strategic CRM is the core ________ business strategy that aims at winning and keeping profitable customers.

(a) customer-centric

(b) product-centric

(c) portfolio management

(d) service -centric

18. The CPM process tends to differ from_______ to business-to-business contexts. (a)company-to-customer

(b) business-to-consumers

(c)product-to-customers

(d)business-to-service

19.  A ________is the collection of mutually exclusive customer groups that comprise a business’s entire customer base.

(a)customer

(b)customer portfolio

(c)portfolio

(d)individual

20 . CPM generally classify existing customers using a ___________ approach.

(a)required and rewarding

(b)simplify and standardizing

(c)matrix and measurement

(d)statistics and measurement

21.IMP expand____

(a)Industrial Marketing and Purchasing

(b) International Marketing and Purchasing

(c) Immediate Marketing and Purchasing

(b) Industrial Marketing and Product

22. These high CLV customers will contribute significantly to the_____ in the future.

(a)demanding customer

(b)service management

(c) customer’s profitability

(d) company’s profitability

23. Economic return considers the_______ currently earned from the Relationship.

(a)sales and margins

(b)quality improvement and cost savings

(c) gross and net margins

(d)net profit

24. ______customers is generally anathema to sales and marketing people.

(a)sacking

(b)inaugurating

(c)despoilment

(d)installation

25. _________strategy makes sense when the customer is currently unprofitable or less profitable than desired.

(a)grow the relationship

(b)Harvest the relationship

(c) Re-engineer the relationship

(d)End the relationship

26. _____ is an essential component of strategic CRM.

(a)CPM

(b)CAM

(c)CDM

(d)CCM

 

 

27.  CRM is a strategy for------------------

a) managing an organization’s relationship and interactions with customers and potential customers.

b) managing an organization’s cycle and interactions with the customers and potential customers.

c) managing an organization’s relationship/interactions/price changes with the customers and potential customers.

d) managing an organization’s relationship and interactions with the customers.

 

 

28. CRM is a company-wide business strategy designed to optimize which of the following:

a) customer satisfaction and branding

b) customer satisfaction and revenue

c) revenue and expense

d) branding and revenue

 

 

29. what is customer portfolio management in CRM?

a) managing all your company’s relationships and interactions with customers.

b) collection of mutually exclusive customer groups.

c) helps companies stay connected to customers.

d) aims is does not optimize to business performance.

 

 

30. Find out the odd one in the core customer management strategies?

a) drop the relationship

b) harvest the relationship

c) end the relationship

d) protect the relationship

31. what are the strategically significant customers?

a) high volume customers

b) benchmark customers

c)  a and b

d) none

 

 

32.  what customization can be done to CRM?

a) create custom entities, fields and forms

b) create customized business process flows

c) expand standard views or build custom views

d) all the above

 

 

33.  what is marketing mix on the efficiency of CRM?

a) promotion & product

b) price

c) a and b

d) none of the above

 

 

34.  customization is a process of ------------------ the CRM solution.

a) fine-tuning

b) buying

c) planning

d) integrating

 

 

35. How do you create value for customer experience?

a) get customer feedback

b) provide a positive experience

c) prioritize quality over price

d) all the above

36. what is customer portfolio in CRM?

a) maintain a relationship with your customer

b) identified a single customer

c) does not maintain relationship with customers

d) only relationship with online customers

 

 

37.Value= Benefits

?

A.Sacrifices.

B.Money.

C. Customer

D.Satisfaction.

38.What are the sacrifice customers make?

A.Money.

B. Transaction Cost.

C.Both A and B

D.Earnings

39.In developed economies__________takes the form of money being exchanged for a good or service at the point of sale.

A.Value-in-Use

B.Value-in-Experience.

C.Value-in-Exchange.

D.Both A and B

40._______ is the customer’s perception of the balance between benefits received from a product.

A.Transaction Cost.

B.Experience.

C.Money.

D.Value

41.Who is the Customer?

A.Man with Money

B.People.

C.A person who want to buy a product.

D.Unknown Person

42._______ holds that value is realized only when customers possess, use, consume or interact with the good or service.

A.Value-In-Use.

B.Value-In-Exchange.

C.Value-In-Experience

D.Value of Product.

43.What is the one of value propositions successful companies offer to their customers? A.Low price.

B.Quality.

C.Services

D.Solutions.

44.What does it mean by customization?

A.Top out.

B.Level.

C.To build or alter

D.Break

45.What is value through marketing mix?

A.Explains why a consumer should buy a product.

B.Better solve a problem.

C.Both A and B

D.Similar Values.

46.How customers try to reduce perceived risk?

A.Talk about Insurance.

B.Search Additional information.

C.Delay purchase.

D.Ignore established brands.

 

 

47._____is the customer’s perception of the balance between benefits received from a product or service and the sacrifices made to experience those benefits.

(a)Service

(b)Management

(c) Value

(d)Price

 

 

48.Value is defined as_____.

(a)Customer/Services

(b)Benefits/Sacrifices

(c)Product/Purchases

(d)Service/Purchases

 

 

49.VMI expand.

(a)Vendor Managed Inventory

(b)Vendor Management Inventory

(c)Value Management Inventory

(d)Vendor Management Invention

 

 

50. ______is the exchange of one form of value for another. (a)Product-in-exchange

(b) Value-in-exchange

(c)Value-in-use

(d)Value-in-experience

 

 

 

 

51.EVC stands for____.

(a)Estimate value to the customer

(b)Enable value to the customer

(c)Entire value to the customer

(d)Economic Value to the Customer

52. As researchers have developed a deeper understanding of ______value. (a) Product-perceived

(b) customer-perceived

(c) Service-perceived

(d)company-perceived

 

 

53. A value proposition is the explicit or implicit promise made by a ______ that it will deliver a particular bundle of value-creating benefits.

(a) company to its customers

(b)Company to its product

(c)Product to its Company

(d)Product to its Consumers

 

 

54. ______means that companies have to be aware of and responsive to customers’

differing requirements.

(a)Relationship

(b)Management

(c)Configuration

(d) Customization

55. ________is the use of flexible processes and organizational structures. (a)Craft customization

(b) Mass customization

(c) Requirement customization

(d) Profit customization

 

 

56. The Marketing people use a toolkit known as the_____. (a) Marketing mix

(b)Statistical mix

(c)Development mix

(d)product mix