Spring2009 FinalTerm MKT610 s1 Solved By Black Shadow(street)(P)

  FINALTERM  EXAMINATION

Spring 2009

MKT610 - Customer Relationship Management

Solved By Black Shadow(Street) 

Time: 120 min

M - 81

Question No: 1      ( M - 1 ) .

 

Within the context of a supply chain, __________ is the ability of a logistics system to satisfy users in terms of time, dependability, communication and convenience.

       ► Customer service

       ► Just-in-time inventory

       ► Distribution management

       ► Replenishment

Question No: 2      ( M - 1 ) .

Which of the following is the description of good sales people?

       ► On site support

       ► Problem solver

       ► Organized

       ► Empathetic

Question No: 3      ( M - 1 ) .

Operational customer relationship management supports which one of the following functions?

       ► Customer campaigns

       ► Front Office

       ► Data mining

       ► Effective interaction

 

Question No: 4      ( M - 1 ) .

 

Which of the following processes is MOST critical to the success of the firm?

       ► Resource-allocation

       ► Manufacturing and distribution

       ► Payment and billing

       ► Customer support/handling

 

Question No: 5      ( M - 1 ) .

 

Which of the following refers to the “lowest” level of strategy? 

       ► Financial strategies

       ► Marketing strategies

       ► Operational strategies

       ► HR strategies

 

Question No: 6      ( M - 1 ) .

 

The skill to stimulate someone to take action refers to which of the following?

       ► Skill to foresee

       ► Skill to speed up response

       ► Skill to listen

       ► Skill to induce

Question No: 7      ( M - 1 ) .

 

Which of the following is the act of designing the company’s offering and image to occupy a distinctive place in the mind of the target market?

       ► Segmenting

       ► Positioning

       ► Targeting

       ► Imaging

Question No: 8      ( M - 1 ) .

The customer relationship involves tracking the full range of interactions with prospects and customers EXCEPT:

       ► Customer service and support interaction

       ► Sales interaction           

       ► Marketing interaction

       ► Higher management activities

Question No: 9      ( M - 1 ) .

 

Which of the following process consists of the buying and selling of products or services over electronic systems such as the internet and other computer networks?

       ► E-mail Marketing

       ► Web Personalization

       ► Sales force Automation

       ►  E-commerce

Question No: 10      ( M - 1 ) - Please choose on

 

Salesforce.com was one of the first to deliver customer relationship management (CRM) software over the internet. Many companies are using CRM to create more sales with existing customers. All of these companies are banking on the increasing importance of __________ as a growing source of sales. 

       ► Media convergence

       ► Distribution elasticity

       ► E-commerce

       ►Sales force automation

Question No: 11      ( M - 1 ) .

 

Front Office CRM Systems covering real-time aspects of sales related activity is referred to as:

       ►Sales Force Automation

       ► CRM Customer Services

       ► CRM Customer Communications

       ► Automated Marketing

Question No: 12      ( M - 1 ) .

Which of the following is NOT a characteristic of the Business-to-Business arena?

       ► Large markets

       ► Wide geographic spread

       ► Complex buyer behavior

      ► Low volume of transactions

Question No: 13      ( M - 1 ) .

The phase in the selling process in which the salesperson gathers as much information about the prospective client before the sales call is called:

       ►Prospecting

       ►Targeting

       ► The approach

       ► Pre-approach

http://wps.pearsoned.co.uk/ema_uk_he_kotler_prinmark_4/27/7112/1820819.cw/content/index.html

Question No: 14      ( M - 1 ) .

 

Negotiation is a give and take activity in which both parties try to shape a deal that satisfies both of them; it reflects which one of the following negotiation?

      ► Standard negotiation

       ► Co-operative negotiation

       ► Collusive negotiations

       ► Competitive negotiation

Question No: 15      ( M - 1 ) .

“Lead tracking, distribution and management” are functional components of which of the following?

      ►Marketing application

       ► Sales application

       ► Support application

       ► Customer service

Question No: 16      ( M - 1 ) .

Electronic booksellers like amazon.com and barnesandnoble.com are likely to enjoy strong sales in the future because books are a product category that:

       ► Can be delivered digitally

       ► Are highly standardized

       ► Require audio or video demonstration

       ► Do not require pre-purchase trial

http://highered.mcgraw-hill.com/sites/0072999896/student_view0/chapter18/multiple_choice_quiz_b.html

Question No: 17      ( M - 1 ) .

Which of the following is the application of insight to create relevant interaction or communication with consumers, customer’s channels suppliers and partners that build value relationships

► Combine

       ► Correlate

       ► Cognize

       ► Connect

Question No: 18      ( M - 1 ) .

“The process to impart information from a sender to a receiver with the use of a medium” reflects which one of the following concepts?

       ► Channel

       ► Decoding

       ► Communication

 

       ► MessageQuestion No: 19      ( M - 1 ) .

 

The ability to communicate effectively

► Can be learned

       ► Depends on the education level of those around you

       ► Depends on not using technology to send messages

       ► Is a natural talent that cannot be learned

 

Question No: 20      ( M - 1 ) .

 

A good, service, or idea consisting of a bundle of tangible and intangible attributes that can satisfy consumers is called a:

       ► Commodity

       ► Product

       ► Durable good

       ► Nondurable good

 

Question No: 21      ( M - 1 ) - Please choose on

 

The target market for cookbooks is predominantly female and over 25 while the readership for comic books is mainly males between the ages of 15 to20. This is important __________ information for a publisher to know.

       ► Psychographic

       ► Socioeconomic

       ► Demographic

       ► Geographic

 

Question No: 22      ( M - 1 ) - Please choose on

 

Customer satisfaction with the purchase of a product is dependent upon what?

       ► The product's performance relative to the buyer's expectations

       ► The product's performance relative to the price

       ► The product's performance relative to the service

       ► The product's performance relative to the quality

 

Question No: 23      ( M - 1 ) - Please choose on

 

A loyal customer has which kind of the relationship with the organization?

       ► No relationship

       ► Indifferent relationship

       ► Emotional relationship

       ► Transactional relationship

 

Question No: 24      ( M - 1 ) - Please choose on

 

Which of the following tracks all the steps in the sales process

       ► None of the given options

       ► SCM

       ► SFA

       ► CRM

 

Question No: 25      ( M - 1 ) - Please choose on

 

In property development, customer relationship is based on which of the following factors?

      ► Attitudes

       ► Money

       ► Trust

       ► Convenience

 

Question No: 26      ( M - 1 ) - Please choose on

 

Which of the following does not drive the growth of direct marketing?

       ►Technology

       ► Customer perceptions

       ► Poduct

       ► Market changes

 

Question No: 27      ( M - 1 ) - Please choose on

 

Which of the following is NOT a benefit of direct marketing?

       ► Convenience

       ► Interactive

       ►Customer relationship building

       ► Assists client prospecting

http://wps.pearsoned.co.uk/ema_uk_he_kotler_prinmark_4/27/7112/1820808.cw/index.htm

 

Question No: 28      ( M - 1 ) - Please choose on

 

Inquisitive is the characteristic of which of the following category?

       ► Hypocritical mood customer

       ► Complaining mood customer

       ►Objection mood customer

       ► Indifference mood customer

 

Question No: 29      ( M - 1 ) - Please choose on

 

Which of the following is a person’s pattern of living as expressed in his or her psychographics?

      ► Social class

       ►Lifestyle

       ► Culture

       ► Personality

 

Question No: 30      ( M - 1 ) - Please choose on

 

The buyer-supplier relationship characterized by a close cooperative relationship where 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 option

http://wps.prenhall.com/bp_kotler_mm_12/33/8681/2222417.cw/index.htm

 

Question No: 31      ( M - 1 ) - Please choose on

 

Internal strengths and weaknesses are usually referred to as

      ► Uncontrollable activities within an organization

      ►Controllable activities within an organization

       ► Most important for shareholders and stakeholders

       ► Important as external opportunities and threat

 

Question No: 32      ( M - 1 ) - Please choose on

 

Karen's company just finished meeting with the consultants who delivered a 4-year plan of renovation for a company. Which part of the strategic landscape has been described in this statement?

       ► Strategy assessment

       ► Strategy implementation

       ►Strategy formulation

       ► Strategy initiation

 

Question No: 33      ( M - 1 ) - Please choose on

 

When an organization understands the psyche of people at large scale through research and marketing activities towards organization and product is known as

       ► Formulation and implementation of an organization's procedures

       ► Good-will through a two way communication process

       ► Coordination of communications programs public

      ►  Evaluation of public attitudes and opinion

 

Question No: 34      ( M - 1 ) .

 

After shopping at www.americangirl.com , Mr.A received an e-mail from the online retailer of dolls and doll accessories that told him when the doll would be shipped and when it should arrive at him house. The e-mail is an important element of which one of the seven elements of web design?

       ► Content

       ► Clarity

       ► Customization

       ► Communication

 

Question No: 35      ( M - 1 ) - Please choose on

 

Identify which is NOT the part of Modules of CRM

       ► Advanced technologies

       ► Functional components

       ► Financial components

      ► Channel

 

Question No: 36      ( M - 1 ) - Please choose on

 

In which of the following phase of CRM, a business relies on CRM software tools and databases to help the company proactively identify and reward its most loyal and profitable customers to expand their business via targeted marketing and relationship marketing programs.

       ► Satisfied

       ► Retain

       ►All of the given options

       ► Acquire

http://books.google.com.pk/books?id=UIc0bwYS-0EC&pg=PA250&lpg=PA250&dq=In+which+of+the+following+phase+of+CRM,+a+business+relies+on+CRM+software+tools+and+databases+to+help+the+company+proactively+identify+and+reward+its+most+loyal+and+profitable+customers+to+expand+their+business+via+targeted+marketing+and+relationship+marketing+programs.&source=bl&ots=DjxL-LhbU4&sig=cTo528VZJ3P-BTHdBDYqpSVFkqg&hl=en&ei=tfZiS6-UGYHY7APe-bEe&sa=X&oi=book_result&ct=result&resnum=10&ved=0CDkQ6AEwCQ#v=onepage&q=&f=fals

 

 

 

Question No: 37      ( M - 1 ) - Please choose on

 

The changing demographics of global consumers has tremendous implications on the nature of opportunities for organizations. In view of this which of the following statements in incorrect

       ►Global marketers need to face up to the challenges.

       ► This can only be regarded as a major threat to the survival of today's                 organizations as it will bring significant costs to them.

       ► There has been a reduction in birth rates in many developed economies.

       ► Businesses need to develop and market products and services that cater to the            changing needs of the ageing consumers

http://www.oup.com/uk/orc/bin/9780199239429/01student/mcqs/ch01/?view=Standar

Question No: 38      ( M - 1 ) .

Which of the following is the best example of a people-based service

       ► Vending machines

       ► Airlines

       ► Appliance repair

       ► Movie theater

 

Question No: 39      ( M - 1 ) - Please choose on

 

Any single product or service can deliver

       ► Same benefits to different customers

       ► Same benefits to delighted customers

       ► Different benefits to different customers

       ► Same benefits to loyal customer

 

Question No: 40      ( M - 1 ) - Please choose on

 

In a recent agreement with South African Fruit Growers Cooperative, UPS contracted to transport its produce to supermarkets in Great Britain. In marketing terminology, the supermarkets are an example of __________, and the people who buy the fruit are examples of ___________.

       ► Ultimate consumers; organizational buyers

       ► Organizational users; individual users

       ► Broad markets; narrow markets

       ► Organizational buyers; ultimate consumer

 

Question No: 41      ( M - 1 ) - Please choose on

 

It is likely that global competition will become more fiercely intensive because:

       ► Organizations are forming alliances with other market players.

       ► Competitors are becoming more aggressive.

       ► Competitors can seemingly access any international market and compete freely.

       ► Competitors are increasing in size and have more resources to compete

http://www.oup.com/uk/orc/bin/9780199239429/01student/mcqs/ch01

 

Question No: 42      ( M - 1 ) - Please choose on

 

Which one of the following options is NOT considered a major area on which customer relationship management focuses?

       ► Expansion of customer base

       ► Reduction of advertising costs

       ► Gaining new customers but no focus on existing ones

       ► Personal information gathering and processin

 

Question No: 43      ( M - 3

 

How CRM does help to grow business?

 

Question No: 44      ( M - 3

 

How ''moments of truth'' contribute to the image of an organization

 

Question No: 45      ( M - 3

 

What is sales cycle and how it is affected by the sale people behaviors?

 

Question No: 46      ( M - 5 )

 

Now business organization’s focus has been converted from product driven environment to customer-driven and value-focused environment. How customer-driven and value-focused environment affect business activities to enhance performance and profitability of the organization

 

Question No: 47      ( M - 5

 

“The lifetime value of individual customers is predictable” Critically analyze the statement

 

Question No: 48      ( M - 10 )

 

Today, every organization is exclusively used the term “360-degree view of the customer” in its marketing and selling view. What is actually meant by 360-degree view of the customer? Why technology is important for the application of 360-degree view of the customer how it works for organizational activities? What are the merits and demerits of 360-degree view of the customer?

Question No: 49      ( M - 10 )

 

A new electronic company is entering in the local market, how will it create a good image by using reputation management? How good reputation will affect the organizational internal environment on the whole? 

Note:   This solution is   Not  100%   correct .  This solution is according to my point of view.  If U found any mistake then plz correct it.