FBQ1: The data gathered as a part of CRM must consider customer ……….. and data security. Answer: Privacy FBQ2: The act of acquiring, sharing, and developing customer knowledge among employees for making profit for the organization and customers is known as _____ Answer: Customer knowledge management FBQ3: CRM horizontal processes refer to the cross-functional processes like _________ Answer: Product development FBQ4: ________ is not included in the decision model that explains consumer purchase decision. Answer: Social stimuli FBQ5: The role of children as influencers in a wide range of purchase contexts is known as___________ Answer: Pester power FBQ6: The features of customer relationship management does not include ________ Answer: Customer purse FBQ7: _______ can best describes CRM vertical processes Answer: Customer acquisition FBQ8: CRM information must be accessible _________for recognizing and contacting them in the company. Answer: Customers FBQ9: __________ is not a CRM process Answer: Trading process FBQ10: A figurative term known as _______ is used to describe the cognitive and affective processes of a consumer during a purchase decision Answer: Black box FBQ11: According to Akroushetal, (2011) Internal marketing is resulted from interaction between human resource management and___________ Answer: Marketing FBQ12: ________is not included in the five generic cross-functional CRM processes Answer: Customer segmentation FBQ13: ­­­­­­­­­­­__________ is not an advantage of a customer-focused business approach Answer: Product focused FBQ14: ___________is not a price promotion tactics Answer: Price increase FBQ15: Business products classification does not include ______________ Answer: Quality FBQ16: __________is the first stage in the customer purchase decision process Answer: Problem recognition FBQ17: Determinants of customer satisfaction does not include _____________ Answer: Haggling FBQ18: Interaction management process dimensions does not includes ____________ Answer: Interaction intelligence FBQ19: The reasons for the emergence of customer relationship management according to Duran (2011) does not include_______________ Answer: Customer behaviour FBQ20: When a customer makes a repetitive demand of the same product, such customers may be described as being ___________ Answer: Brand loyal FBQ21: _______ is not among the steps in Jim Sterne and Matt Cutler customer life cycle matrix Answer: Potential FBQ22: Customer behaviour is not concerned about _____________ Answer: Production activities FBQ23: Internal customers includes _________ in an organisation Answer: Company personnel FBQ24: At the customer-facing level________ is not part of the three CRM processes Answer: Channels FBQ25: __________ is not an element to be considered during CRM software development Answer: Written agreement FBQ26: ______is not one of the steps in Keller and Kotler (2006) four-step framework for one - to-one marketing that can be adopted on CRM marketing Answer: Customer orientation FBQ27: _________ is not an aspect of customer relationship management Answer: Negotiation FBQ28: Customer responses does not include______________ Answer: Demographic FBQ29: ­­­­­­­­­­­­­­­_______ is the last stage of the purchase decision process Answer: Purchase decision FBQ30: Decision role in consumer behaviour does not include____________ Answer: Producer FBQ31: ………. processes refer to the hidden and non-facing processes in CRM Answer: Back-office FBQ32: ………is a vertical CRM processes Answer: Customer acquisition FBQ33: The tactics that can be employed by the firms to create customer loyalty does not include………. Answer: Customer quality FBQ34: Low level involvement products is associated with ………. Answer: Low risk FBQ35: The branch of consumer behaviour that investigates the matching of a brand's personality and the consumer's personality is……… Answer: Self-congruity research FBQ36: …………. is an example of a front office process Answer: Procurement process FBQ37: ………. is not among the levels of investment in customer relationship building Answer: Advance marketing FBQ38: CRM implementation processes does not include…… Answer: Merchandizing FBQ39: The extent to which purchase intentions result in actual sales is known as ……… Answer: Conversion rate FBQ40: Back-office processes refer to the hidden and non-facing processes from customers like……… Answer: Procurement process FBQ41: ………. of setting up a CRM involves an agreement (and possibly negotiations) with a CRM vendor or outside consultant regarding setup, services, and support of your CRM system Answer: Contract Phase FBQ42: Guidelines to be considered during data migration does not include…….. Answer: Calendar FBQ43: ……...is not among the steps in CRM selection and implementation processes Answer: Departmental plans FBQ44: …….is not a factor to be considered when contracting and licensing software Answer: Work Phase FBQ45: The feelings of anxiety that occur in the post purchase stage by a customer is called……. Answer: Cognitive dissonance FBQ46: Benefits of customer service training programs to the organization does not include……. Answer: Price insensitivity FBQ47: The small set of brands which a consumer pays close attention to when making a purchase decision is……… Answer: Consideration set FBQ48: Emotional response to the experience provided by, (or associated with) particular product is ……… Answer: Customer satisfaction FBQ49: CRM delivery processes include………. Answer: Lead management FBQ50: ……….. is not a disadvantage of a customer-focused approach Answer: Increased referrals MCQ1: ………. processes refer to the hidden and non-facing processes in CRM Answer: Back-office MCQ2: From the options provided select the tool that helps a project manager to keep CRM project on track Answer: Calendar MCQ3: Which of the following is not one of the advantages of measuring customer satisfaction? Answer: Evaluate outstanding debt MCQ4: During training on CRM Software, one of the following is not important Answer: Task lists MCQ5: Guidelines to be considered during data migration does not include one of the following Answer: Calendar MCQ6: The black box model is related to the black box theory of Answer: Behaviourism MCQ7: Consultants help CRM Managers in executing all but one of the following Answer: Paying salaries MCQ8: The feelings of anxiety that occur in the post purchase stage by a customer is called Answer: Cognitive dissonance MCQ9: Measuring performance before and after the CRM implementation helps you to calculate Answer: Return on investment MCQ10: The extent to which purchase intentions result in actual sales is known as ……… Answer: Conversion rate MCQ11: CRM implementation processes does not include…… Answer: Merchandizing MCQ12: The last stage of the purchase decision process is ………. Answer: Purchase decision MCQ13: Back-office processes of CRM refer to the hidden and non-facing processes from customers and is known as Answer: Procurement process MCQ14: The role of children as influencers in a wide range of purchase contexts is called………. Answer: Pester power MCQ15: The features of customer relationship management does not include…….. Answer: Customer purse MCQ16: The tactics that can be employed by the firms to create customer loyalty does not include………. Answer: Customer quality MCQ17: ………..describes internal customers in an organisation Answer: Company personnel MCQ18: ………is a vertical CRM processes Answer: Customer acquisition MCQ19: The branch of consumer behaviour that investigates the matching of a brand's personality and the consumer's personality is……… Answer: Self-congruity research MCQ20: A low level involvement product is associated with ………. Answer: Low risk MCQ21: …………. is an example of a front office process Answer: Procurement process MCQ22: ………. is not among the levels of investment in customer relationship building Answer: Advance marketing MCQ23: Back-office processes refer to the hidden and non-facing processes from customers like Answer: Procurement process MCQ24: The extent to which purchase intentions result in actual sales is known as ……… Answer: Conversion rate MCQ25: ………. of setting up a CRM involves an agreement (and possibly negotiations) with a CRM vendor or outside consultant regarding setup, services, and support of your CRM system Answer: Contract Phase MCQ26: Guidelines to be considered during data migration does not include…….. Answer: Calendar MCQ27: …….is not a factor to be considered when contracting and licensing software Answer: Work Phase MCQ28: ……...is not among the steps in CRM selection and implementation processes Answer: Departmental plans MCQ29: The feelings of anxiety that occur in the post purchase stage by a customer is called……. Answer: Cognitive dissonance MCQ30: The five generic cross-functional CRM processes does not include Answer: Customer segmentation MCQ31: …….is the extent to which an interaction varies from and builds upon the preceding stream of buyer–seller interactions Answer: Interaction consistency MCQ32: Determinants of customer satisfaction does not include……… Answer: Haggling MCQ33: Business products can be classified into the following categories EXCEPT……… Answer: Quality MCQ34: Benefits of customer service training programs to the organization does not include……. Answer: Price insensitivity MCQ35: The small set of brands which a consumer pays close attention to when making a purchase decision is……… Answer: Consideration set MCQ36: Emotional response to the experience provided by, (or associated with) particular product is ……… Answer: Customer satisfaction MCQ37: CRM delivery processes include………. Answer: Lead management MCQ38: ……….. is not a disadvantages of a customer-focused approach Answer: Increased referrals MCQ39: CRM primary processes includes……… Answer: Logistics MCQ40: Price promotion tactics does not include……….. Answer: Price increase MCQ41: CRM successful implementation steps does not include………. Answer: Product segmentation MCQ42: The five generic cross-functional CRM processes does not include…….. Answer: Customer segmentation MCQ43: The duties of a CRM Manager includes ONLY…….. Answer: Synergize with other departments MCQ44: The technique, adopted by a salesperson that an offer is limited, so as to force the consumer to make a quicker decision, and therefore less time evaluating alternatives is …… Answer: Scarcity attraction MCQ45: Customer retention approaches in customer relationship management does not include ………. Answer: Adding managerial benefits MCQ46: ………..is not among the steps in Jim Sterne and Matt Cutler customer life cycle matrix Answer: Potential MCQ47: Customer behaviour is concerned with all the following EXCEPT……….. Answer: Production activities MCQ48: ……….is the tool that helps a project manager to keep CRM project on track Answer: Calendar MCQ49: Price promotion tactics does not include ……… Answer: Price increase MCQ50: When a loyal customer has repetitive requirement of the same product, such customers may be described as……… Answer: Brand loyal