Vu and Company. MIDTERM EXAMINATION Spring 2009 MKT610- Customer Relationship Management (Session - 2)

Transcription

1 MIDTERM EXAMINATION Spring 2009 MKT610- Customer Relationship Management (Session - 2) Question No: 1 Customers who always use your product over competitor s product refers to which one of the following customers? Loyal customer Regular customer Regular customer & loyal customer New customer Question No: 2 The process of performing activities that increase the value of goods or services to consumers is known as: Value chain Value creation Value development Value addition Question No: 3 Geographic concentration is a which affects the strategy of customer relationship management. Specific area Specific group of customers Specific urban area Specific rural area

2 Question No: 4 Which one of the following options drives the utility of product? Consumer Customer and consumer Buyer Customer Question No: 5 Lead tracking, solicitation and are the components of comprehensive Customer Relationship Management (CRM) applications. Marketing management Customer service Relationship management Product and brand management Question No: 6 Customer complaints are helpful for organization because resolution of complaints leads to stronger relationship. Following are the benefits of customer complaints EXCEPT: Increase customer satisfaction Create nuisance Improve product efficiency Improve sales services Question No: 7 Recognize which of the following is an acronym of TCCP.

3 Total customer convenience program Total customer care program Total customer commitment program Total customer courtesy program Question No: 8 Customer services department is responsible of providing services at which time? Before purchase and after purchase At the time of purchase Before purchase After purchase Question No: 9 Total customer care program performs following functions EXCEPT: Product packaging Constant communication Satisfaction of customer Product availability Question No: 10 Which of the following benefits is NOT communicated and delivered by tangible product attributes? Effectiveness of product

4 Features Quality Style Question No: 11 Ahmed purchased the Dawlance AC from the Dawlance outlet. He was provided free installation of AC, this is the description of which of the following concepts? Good offer Convenience Friendly environment Durability Question No: 12 Customer metrics include all of the following EXCEPT: Profitability Customer satisfaction Market share Innovation Question No: 13 A security measure to stop unauthorized access to documents is: Backup/restore Physical access restrictions Network access control Network admission control

5 Question No: 14 The ability to interface with users via many different devices (phone, WAP, internet, etc) is called: Multiple communication channels Database Scalability Workflow Question No: 15 The ability to trigger a process in the back office system, e.g. Response is BEST described by which of the following? Scalability Database Multiple communication channels Workflow Question No: 16 The three factors that influence the ethical decision-making process include: Peer influences, personal moral philosophies, and opportunity Individual factors, organizational relationships, and opportunity Opportunity, personal moral philosophies, and situational variables Individual factors, corporate culture, and peer influence Question No: 17 The buyer-supplier relationship characterized by a close cooperative relationship where

6 the seller adapts to meet the customer's needs without expecting much adaptation or change on the part of the customer in exchange is referred to: Customer is king Buyer-supplier relationship is transctional Supplier is king None of the given options Question No: 18 Which of the following concepts refers to the process of identifying prospective buyers, understanding them intimately and developing favorable long-term perceptions of the organization and its offerings? A customer-oriented marketing mix Customer relationship management A database warehouse A flexible marketing system Question No: 19 What might be the responses of listening? It will be verbal It will be nonverbal It will either be verbal or nonverbal It will neither be verbal nor nonverbal Question No: 20 Which of the following is NOT the best way while responding to a customer?

7 Be as detailed as possible Always agree with him or her to avoid conflict Hold back on feelings Be brief and concise Question No: 21 Not all aspects of the environmental analysis are equally important. So what should be the order of priority? Competitors, customers and complementary Customers, immediate competitors then the broader environment The broad environment, competitors and then customers Markets, segments and then individual customers Question No: 22 Strategic management is performed by which one of the following management? Top management Middle management Lower level management First line management Question No: 23 Which question is NOT generally asked in an industry assessment? Are there any established best practices?

8 Who are the major players in the industry? Can your company compete? Who are the customers? Question No: 24 Companies often fail to analyze brands, competitor s activities and pricing strategies that having impact on their products and customers. This statement reflects which one of the following failures of strategic plans? Failure to obtain senior management commitment Poor communications Failure to coordinate Inability to predict environmental reaction Question No: 25 Which of the following is a special human trait that we need to sharpen and use very often in CRM? Neither forecast nor foresee Foresee Forecast Forecast and foresee Question No: 26 The loyalists who maintain undivided loyalty with regard to their brand choice are known as: Soft-core loyalists The same watchers

9 Hardcore loyalists Innovators Question No: 27 A customer who willfully accepts whatever product or service is offered by an organization is known as: Loyalty towards Sales Persons Loyalty towards Organization Loyalty towards Stores Loyalty towards Brands Question No: 28 The customer left to use the specific product because of late supplies of the product. This defection refers to which one of the following reasons? Dissatisfied with the product Dissatisfied with the sales person Displeasure at the point of purchase Dissatisfied with the elements of marketing mix Question No: 29 Which of the following refers to individual s perception of the performance of the product or service in relation to his or her expectations? Customer delight Customer satisfaction Customer value Customer profitability-focused marketing

10 Question No: 30 Customer relationship management is selling product by using which one of the following approaches? Economic inducement Psychological inducement Business inducement None of the given options Question No: 31 ( Marks: 5 ) Briefly explain the relation between "Socio-Economic Status" and "Life Style of People". Are these factors independent or dependent on each other? To what extent both will affect the customer relationship strategy of any organization? Question No: 32 ( Marks: 10 ) If you are working as Sales Manager in big shopping mall, describe how you can be an active listener and what techniques you might use to communicate actively? To get the More entertain and Study related Kindly visit and Join the group. VU And COMPANY. Muhammad Soban