MKT206 Question: CRM primary processes includes……… Answer: Logistics Question: Price promotion tactics does not include……….. Answer: Price increase Question: The five generic cross-functional CRM processes does not include…….. Answer: Customer segmentation Question: CRM successful implementation steps does not include………. Answer: Product segmentation Question: 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 Question: Customer retention approaches in customer relationship management does not include ………. Answer: Adding managerial benefits Question: The duties of a CRM Manager includes ONLY…….. Answer: Synergize with other departments Question: Once you have identified a CRM system that is suitable for your organization and selected a project manager to oversee the process, the next step is ……… Answer: Contract and licencing of software Question: The second step towards the implementation of CRM is ……. Answer: Program Initiatives Question: ………...is not an aspect of customer relationship management Answer: Negotiation Question: Decision roles in consumer behaviour does not include ……… Answer: Producer Question: The ……... CRM processes at the customer-facing level does not include relationship Answer: Three Question: ………. is not an advantage of a customer-focused business approach Answer: Product focused Question: The extent to which an interaction varies from and builds upon the preceding stream of buyer–seller interactions is known as ………….. Answer: Interaction consistency Question: ……..is defined as those that CRM information must be accessible for recognizing and contacting them in the company. Answer: Customers Question: CRM horizontal processes refer to the cross-functional processes such as ……. Answer: Product development Question: The three CRM processes at the customer-facing level does not include relationship……… Answer: hannel Question: ………... is not a CRM process Answer: Trading process Question: When a loyal customer has repetitive requirement of the same product, such customers may be described as……… Answer: Brand loyal Question: Price promotion tactics does not include ……… Answer: Price increase Question: ……….is the tool that helps a project manager to keep CRM project on track Answer: Calendar Question: Customer retention approaches in customer relationship management does not include ………. Answer: Adding managerial benefits Question: 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 Question: CRM successful implementation steps does not include………. Answer: Product segmentation Question: CRM delivery processes include………. Answer: Lead management Question: Whole cluster of benefits when company promises to deliver through its market offering is called ____? Answer: Value proposition Question: This is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information.____ accuracy and the right space Answer: Permission marketing Question: In an Internet context, this is the practice of tailoring Web pages to individual users’ characteristics or preferences. ____ Answer: Personalization Question: This is the processing of data about customers and their relationship with the enterprise in order to improve the enterprise’s future ____ policy in place. Answer: CRM analytics Question: This is a systematic approach to the gathering, consolidation, and processing of consumer data that is maintained in a company’s databases ____ Answer: Database marketing Question: This is an arrangement in which a company outsources some its functions to an application service provider (ASP) ____ Answer: Hosted CRM Question: This is a central point in an enterprise from which all customer contacts are managed ____ Answer: Contact centre Question: ____ In data mining, this is a technique used to predict future behavior and anticipate the consequences of change. Answer: Predictive modelling Question: This is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information ____ Answer: Permission marketing Question: This is a broad category of applications and technologies for gathering, storing, analysing, and providing access to data to help enterprise users make better business decisions. ____ Answer: Business intelligence Question: This is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers). ____ Answer: Database marketing Question: CRM is an arrangement in which a company outsources some or all of its customer relationship management functions to an application service provider (ASP). True OR False Answer: False Question: This is a central point in an enterprise from which all customer contacts are managed ____ Answer: Contact centre Question: This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, ------ gender. Answer: Marital status Question: ble cellspacing="0" style="cellpadding:1pt; border:none black 0px; width:563.8pt;border-collapse:collapse;margin-left:;">

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Transactional marketing strategies focused on attracting ______________

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 Answer: Customers Question: Identify and know are action verbs used in stating behavioural objectives. True OR False ____ Answer: False Question: The company‘s sales department is constantly looking for sales opportunities with existing and_________ Answer: Technology Question: Each interaction with the customer is recorded and stored within the Answer: CRM software Question: The technology requirements of a CRM strategy include the following building blocks expect one Answer: Campaigns CRM Question: The initial successful planning can only lead towards the long term ------- Answer: Objectives Question: The second step towards the implementation of CRM is ____ attitude Answer: Program initiatives Question: The step that will prepare everyday plans to help the organization in achieving long term goals is called Answer: Departmental plans Question: Testing of dominant theory is to remove ____ Answer: Anomalies Question: This --------- part is implemented by preparing various modules for the various activities like sales, marketing Answer: Technology Question: CRM is related to Management. True or False Answer: True Question: The aim of this course is to expose you to the concept and practices of customer relationship management Answer: All of the above Question: The units of ENT 206 was divided into Answer: 10 Question: Customer is defined as Answer: Paying client Question: Listening is the same as being quite Answer: True Question: Customers are mainly referred to the following except one Answer: Vendome Question: Provide raw materials and/or services required for manufacture for which they are paid by the company. Answer: Suppliers Question: In making a design policy, the needs of the ________ should be basic. Answer: Audience Question: The business strategy directed to understand, anticipate and respond to the needs of an enterprise's current and potential customers in order to grow the relationship value. Answer: CRM Question: Customer relationship management consists of areas Answer: 4 Question: CRM as a comprehensive strategy and process of acquiring and selective customers to create superior value for the company and the customer. Answer: Parvatiyar and sheth, 2011 Question: Gibbert, referred to CRM is a business strategy designed to optimize profitability, revenue, and Answer: Customer satisfaction Question: ------- is a method broadly a way of treating or dealing with something relationship Answer: Approach Question: A well operative CRM system can be an extremely powerful tool for and customer strategies Answer: Management Question: The major areas of CRM include strategy, employees, technology, and -------- Answer: Process Question: Key workers are provided more values for company through increasing profits, active long-term relationships, powerful leadership for the company by ------- Answer: Akroush, 2011 Question: Internal marketing is resulted from interaction between and marketing Answer: Human resource management Question: The modern concept of customer service has its roots in the Craftsman Economy of the Answer: 1800s Question: A shift in this balance began in the 1970s, as international competition increased, and the dominance of western manufacturers was challenged, first by Answer: Japan Question: We have to assess the global situation today and derive that we are facing a new . Answer: Development Question: The changes in market demand and competitive strategy forced the company to change from transactional marketing to B Answer: Relationship marketing Question: The objective of transactional approach of marketing is to sell more products and services to maximize and Answer: Sales and profit Question: Customer knowledge is required to satisfy their customers and reach the ultimate goal of a Answer: Company Question: Contradiction arising from differences in interests, ideas, ideologies, orientations, beliefs, perceptions or tendencies is Answer: Conflict Question: Enterprises noticed that they could only be successful if they adopt Answer: Customer-based marketing Question: Customer relationship management has been accepted as a Answer: Management philosophy Question: Process of building, organizing and using databases of customers to build customer relationship is classified as Answer: Database marketing Question: CRM allows an organization to accomplish all of the following, except: Answer: Complicate marketing and sales processes Question: What is the top CRM business driver Answer: Automation/productivity/efficiency Question: Which of the following is not one of the CRM business drivers? Answer: Increase revenues Question: What is operational CRM Answer: All of the above Question: What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers Answer: Analytical CRM Question: Which is not a classification of conflict? Answer: Conquered and Non Conquered Parties Question: Analytical CRM tools can slice-and-dice customer information to create made-to-order views of: Answer: All of the above Question: Building and sustaining long term business with customers is the aim of Answer: Customer relationship management Question: Customer Relationship Management is about Answer: All of the options Question: CRM technology can help in Answer: All of the above Question: _______ uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis. Answer: Data mining Question: The overriding concern of Karl Marx is that social conflict is an imperative route to Answer: Development Question: The method used to assess real cost of providing services to an individual customer is Answer: Turnover based accounting Question: A consumer buying behaviour is influenced by Answer: Both a and b Question: Indian marketers use a term called socioeconomic classification, which is based on the _______ of chief wage earner. Answer: Both Education and Occupation Question: Socioeconomic system classifies rural households into _____ broad categories. Answer: 4 Question: Philosophizing about science is primarily concerned with Answer: The processes and products of science Question: The method of teaching in which learners try to find out things for themselves is known as: Answer: Inquiry of teaching Question: Social class is indicated by ________variables.B Answer: Several Question: Process of manage information about customers to maximize loyalty is said to be Answer: Customer relationship management Question: Any occasion on which brand or product is encountered by end customers is called Answer: Customer touch point Question: Record which is based on business customers past purchases, sales price and volumes is classified Answer: Business database Question: Third step in customer's value analysisassessing attributes importance Answer: Both Performance monitoring and Competitors performance Question: Customized products and services for customers and interaction to individual customers are part of Answer: Customer relationship