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

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. 

 MKT610 current Quiz:

shared by shoaib Mehmood

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Question # 1 of 15 ( Start time: 03:14:50 PM ) Total M - 1
Marketing relationships are:
Select correct option:

Intensely personal, like human relationships
Intended to deliver short-term customer satisfaction
Intended to deliver long-term customer satisfaction
The most important element of the marketing mix


Question # 2 of 15 ( Start time: 03:15:51 PM ) Total M - 1
Strategic drift, where strategies progressively fail to address the strategic position of the organization, is frequently followed by:
Select correct option:

A change of CEO
Transformational change
Transformational change or demise
Transactional change

Question # 3 of 15 ( Start time: 03:17:20 PM ) Total M - 1
In which case, probability of customer incraese to become a defector?
Select correct option:

Complaints not expressed but resolved
Complaints expressed and resolved
Complaints not expressed and not resolved
Complaints expressed but not resolved

Question # 4 of 15 ( Start time: 03:18:36 PM ) Total M - 1
Companies can build interest and enthusiasm by using databases to remember customer preferences. This strategy helps to which of the following?
Select correct option:

Identify prospects
Avoid serious customer mistakes
Reactivate dormant customers
Deepen customer loyalty

Question # 6 of 15 ( Start time: 03:21:36 PM ) Total M - 1
The acronyms that we use for FUD is:
Select correct option:

Fear, Uncertainty, Divisions
Fear, Uncertainty, Doubts
Fear, Understandings, Doubts
Fear, Understand, Debits

Question # 7 of 15 ( Start time: 03:23:02 PM ) Total M - 1
Customer service facilitation includes EXCEPT:
Select correct option:

Divert attention of customer
Resolve problem
Improve efficiency
Provide full information

Question # 5 of 15 ( Start time: 03:20:04 PM ) Total M - 1
Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes by which of the following?
Select correct option:

Generic customer relationship management applications
Supply chain management applications.
Analytical customer relationship management applications
Operational customer relationship management applications

Question # 8 of 15 ( Start time: 03:23:47 PM ) Total M - 1
Horizon cat food mailed a packet of catnip seed to every person who visited its website. Along with the catnip seed was a note that advised consumers to visit www.horizon.com if they wanted to create a cat-friendly garden. This illustration is the best use of which concept for approaching prospect customer?
Select correct option:

Print advertising
Direct marketing
Personal selling
Public relations

Question # 9 of 15 ( Start time: 03:25:15 PM ) Total M - 1
Which one of the following terms deals with the same product availability in different weights?
Select correct option:

Proliferation of Labeling
Proliferation of Imaging
Proliferation of Packaging
Proliferation of Brand

Question # 10 of 15 ( Start time: 03:26:44 PM ) Total M - 1
All helps to prevent customers’ defection EXCEPT:
Select correct option:

Compulsion due to technological and environmental forces
Attempt to Track Losses
Customers Specific Approach
Customer Win—Back Program

Question # 11 of 15 ( Start time: 03:28:14 PM ) Total M - 1
The marketing concept holds that customers will remain loyal if:
Select correct option:

The company produces a product with enough features to satisfy everybody
The company's marketing activities are persuasive enough.
A company offers numerous 'specials'.
The customers' needs are met at a price that represents value for money.

Question # 12 of 15 ( Start time: 03:29:37 PM ) Total M - 1
Which of the following statements is correct?
Select correct option:

Acquiring customers is on tenth the cost of retaining customers
Retaining customers is same as the cost of acquiring new customers
Retaining customers is on fifth the cost of acquiring new customers
Retaining customers is on tenth the cost of acquiring new customers

Question # 13 of 15 ( Start time: 03:31:01 PM ) Total M - 1
Personal selling is an effective tool to assist the buying process, especially for high priced products. Personal selling is not commonly used for which of the following purposes?
Select correct option:

Building up buyer's preferences
Pressurizing the customer into making a decision
To create static images only
Developing customer convictions and feelings about a product and company

Question # 14 of 15 ( Start time: 03:32:31 PM ) Total M - 1
What is not the part of an effective integrated advertising campaign?
Select correct option:

Precision of message
Cultivation of customer relationships
Impact
Static images only

Question # 15 of 15 ( Start time: 03:34:00 PM ) Total M - 1
With respect to customer satisfaction, which of the following is referred as the key to success?
Select correct option:

Preference
Up-to-date Supply
Courtesy
Enthusiasm

MKT610 cutomer Relationship Management MCQs Quiz #2

Delivers personalized and efficient marketing, sales, and service through multi-channel collaboration.
Data mining
Measuring and optimizing customer relationships
Design and execution of targeted marketing campaigns to optimize marketing effectiveness.
Procrastinating is the characteristic of which of the following category?

Hypocritical mood customer ok
Complaining mood customer
Objection mood customer
Indifference mood customer
Which of the following statements is correct? 

Acquiring customers is on tenth the cost of retaining customers
Retaining customers is same as the cost of acquiring new customers http://www.vuzs.info
Retaining customers is on fifth the cost of acquiring new customers
Retaining customers is on tenth the cost of acquiring new customers

Which of the following refers to suggest related products (warranties, accessories etc) to customers for buying with the major product?

Up-selling
Cross selling
Impersonal selling
Personal selling
Which one of the following reasons identifies the importance of customer service and quality?

They identify opportunities and threats
They may deliver competitive advantage
They can be used to identify elements of the environment that are particularly worth exploring
They may provide opportunities for productive co-operation with other organizations
Job titles that refer to strategists include which of the following category?

Owner, dean, president and executive director
Owner, entrepreneur, executive director and accountant
Chief executive officer, salesman, dean and lawyer
External audit, entrepreneur, executive director and accountant
Reputation or recognition appeal is BEST described in which of the following?

Benefit from special virtues in your product use
Product not available to others
All of the given options
Associate your company with brands
The ability of a system to cope with increases in usage volumes is determined by which of the following?
http://www.vuzs.info 

Assignment
Adaptability
Scalability
Flexibility
Which of the following is not the tactic to handle the foreign visitors?

Listen to them very carefully
Use short sentences
Use local language
Speak slow and easy language
Baber's company was just surprised by a new competitor in their field. Baber wants to plan a way for his business to retake the lead. For this purpose, Baber offered a plan to compete in the market. Which one of the following parts of the strategic landscape has been described?

Strategy initiation
Strategy formulation
Strategy implementation
Strategy assessment
Why nonverbal messages are important?

Attempts at manipulation and should be ignored
Generally irrelevant to overall message meaning
Often overestimated in importance
Important for a listeners to understand
What is the largest media which we adopt for intensive interaction with respect to direct response?

Mail
Broadcast
Telemarketing
Door-to-door
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
The statement: “This product is convenient, priced right and ready to use,” represents which one of the following?

Benefit
Survey
Premium
Product

MKT610 Customer Relationship Management MCQs from Quiz

Critical path analysis should be done to avoid which of the following threats?

Under-Estimation of Time Requirements
Failure to Coordinate
Over-Estimation of Resource Competence
Failure to Follow the Plan

Banks offer higher interest rates for deposits that will be kept in an account for a longer duration. This is an example of _________ incentives.
Social bonding
Structural
Financial
Internal

When describing product and services along the tangible-intangible continuum for goods and services, which of the following is considered a dominant tangible?
Fast food outlets
A haircut
Washing powder
A visit to the doctor

Which one of the following is the MOST important communication skill?
Empathic listening
Active listening
Inactive listening
Objective listening

MKT610 Customer Relationship Management MCQs

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1. A brand relationship strategy is used for which of the following purpose? 

Select correct option: 
 

a) Brings brands and customers together 

b) Pulls a firm's diverse product lines into a “family of brands”

c) Identifies building market share as its objective

d) Focuses on profits

2. Critical path analysis should be done to avoid which of the following threats? 

Select correct option: 

 a) Under-Estimation of Time Requirements

 b) Failure to Coordinate

 c) Over-Estimation of Resource Competence

 d) Failure to Follow the Plan

3. Banks offer higher interest rates for deposits that will be kept in an account for a longer duration. This is an example of _________ incentives. 

Select correct option: 

 a) Social bonding 

 b) Structural

 c) Financial

 d) Internal

4. When describing product and services along the tangible-intangible continuum for goods and services, which of the following is considered a dominant tangible? 

Select correct option: 

 a) Fast food outlets

 b) A haircut

 c) Washing powder

 d) A visit to the doctor

5. Which one of the following is the MOST important communication skill? 

Select correct option: 

 a) Empathic listening

 b) Active listening

 c) Inactive listening 

 d) Objective listening 

6. Which of the following is NOT a dimension of service quality? 

Select correct option: 

 a) Empathy

 b) Assurance

 c) Reliability

 d) Competence

7. Which of the following problems can deter a firm from effectively using CRM? 

Select correct option: 

 a) The expense of building and maintaining a customer database 

 b) Having the resources to manage and train employees effectively 

 c) Not all customers want a relationship with the company

 d) All of the given options

8. Strategic drift, where strategies progressively fail to address the strategic position of the organization, is frequently followed by: 

Select correct option: 

 a) A change of CEO

 b) Transformational change

 c) Transformational change or demise

 d) Transactional change

9. A dentist that finds she is running late may have the receptionist call people with appointments to tell them that they should arrive 15 minutes later than their scheduled appointment. Which quality dimension is being addressed here? 

Select correct option: 

 a) Reliability    

 b) Responsiveness  

 c) Assurance

 d) Tangibles

10. Today, in a marketing context, the term customer ________ is used to describe customers who drop off a company’s radar screen and transfer their brand loyalty to another supplier. 

Select correct option: 

 a) Demand

 b) Supply

 c) Defection

 d) Loyalty