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Assignment2

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Review Test Submission: MBCH772D-

Customer Relationship Management-Jul
20-Assignment2
Content
User Manthan Nikhilkumar Shah
Course Sem2.Customer Relationship Management
Test MBCH772D-Customer Relationship Management-Jul 20-Assignment2
Started 24/07/20 10:50
Submitted 26/09/20 21:56
Due Date 15/11/20 23:59
Status Completed
Attempt Mark not available.  
Score
Time 1547 hours, 6 minutes
Elapsed
Instructions Center for Continuing Education - UPES
Customer Relationship Management

Assignment 2

Total Questions: 56
 Total Marks: 100

Assignment Information :

The examination will consist of only Objective type (multiple choice)

questions requiring candidates to Mouse-click their correct choice of
alternatives against the related question number. The questions would
carry 1 to 5 marks each depending on the difficulty level of the question
as indicated in the table below:

Difficulty Level of Questions:

1 Mark - Direct, Memory based

2 Marks - Memory & Conceptual
3 Marks - Conceptual & Analytical
4 Marks - Analytical based on understanding of concepts
5 Marks - Application based on understanding of concepts

   The question paper will be for 100 marks and considering marks
allotted to each question, the total number of questions would be around
56.
   There will not be negative marking for wrong answers.
   In case candidate does not want to attempt the question he I she should
not mouse-click any option.
   The students are allowed to save the responses and come back later to
resume, complete and "Save and Submit" the assignment. However, if
the Due Date has expired, then the assignment will not be accessible
and will be marked as zero. In such cases, the student can re-attempt the
assignment allocated after enrolling in the subsequent Semester.
   Once submitted, that answer sheet cannot be retreieved for any
editing. The student has to initiate a new attempt (if allowed), if he has
submitted the assignment by mistake.
   The students are normally allowed 3 chances to attempt and submit the
assignment. The number of attempts availed is displayed under the
"Test Information".
   The Highest Grade of the 3 attempts shall be considered for grading.
   The assignments are auto evaluated, and hence no chance of re-
evaluation/re-totalling is allowed to the student.

Results Incorrectly Answered Questions

Displayed

 Question 1

Choose the most appropriate option.

Product is a key element in ------- At one extreme, it may consist of pure tangible
goods or at the other extreme pure services. a. Market offering b. Brand equity c.
 Brand extension d. Co-branding

 Question 2

Pick the best fit.

Customer has to wait till company offices open the next day. He is upset because he
cannot resolve the problem immediately. This is an example of

 Question 3

Select correct option:

It is a blend of tangible and intangible factors which the customer experiences, in the
purchase and consumption process.

 Question 4

Select the correct option.

If one company changes price or quality in its product, the position of both
company’s products will change on the map. This map tries to show: a. How
customers perceive the product relative to a competitor. b. How price and quality
perceptions will affect their choice in purchasing. c. Either a or b d. Both a and b

 Question 5

Select the most appropriate option.

What is "defection rate?" a. Number of employees who leave a company in one year
for any reason. b. Number of customers who stop using a company or its products or
services in one year. c. Average annual profit from one customer. d. Percentage of
customers who stop using a company or its products or services in one year.

 Question 6

Select the most appropriate option.

Business Process Re-engineering (BPR) is concerned with: a. Partial restructuring of
the organisation b. Improvement of production processes c. The total restructuring of
the organisation d. The improvement of engineering processes

 Question 7

Select the best option.

The most important factor in brand management is to ensure that your ------- must be
 matching with consumers’ perceptions.

 Question 8

Pick the best fit.

Which of the following products is an example of intangible dominant? a. Outback
steakhouse b. Car rental agency c. Math tutoring d. A funeral e. A magazine
subscription

 Question 9

Pick the best fit.

Which of the following is not a disadvantage of a product sales force structure? a.
Extra selling costs involved with multiple sales visits from separate divisions b.
Attention given to individual products c. Salespeople may wait to see the same
customer’s purchasing agents d. Increase customer delivery time e. B and C

 Question 10

Choose the most appropriate option.

------- the act of modifying a product or service to fit a given user’s requirements, is
a possible e-commerce source of sustainable competitive advantage. a. Specialization
b. Customization c. Targeting d. Tuning e. None of the above

 Question 11

Choose the most appropriate option.

------- is a systematic approach to the gathering, consolidation, and processing of
consumer data and it is maintained in a company’s databases. a. Database marketing
b. Marketing encyclopedia c. Application integration d. Service oriented integration

 Question 12

Pick the best fit.

Compared with the traditional system of business-to-business communication,
electronic data interchange (EDI): a. Has a smaller capacity to gather marketing
information b. Improves the firm’s efficiency and competitiveness c. Involves data
duplication at many points d. Is currently inefficient until the system can be updated

 Question 13
 Select the best option.
The customer’s subjective and intangible assessment of the brand, above and beyond
its objectively perceived value. The concept is known as:

 Question 14

Pick the best fit.

Front Office CRM Systems covering real-time aspects of sales related activity is
referred to as -------. a. Automated marketing b. CRM customer communications c.
CRM customer services d. Sales force automation

 Question 15

Read the sentence carefully.

Relationship marketing has been defined more popularly with a focus on individual
or one-to-one relationship with customers integrating data-base knowledge with
long-term customer retention and growth strategy. Customer retention means -------

 Question 16

Select the most appropriate option.

Consumers that exhibit a positively biased behavior toward a specific brand are
exhibiting -------. a. Brand loyalty b. Brand leverage c. Brand image d. Brand equity

 Question 17

Select the most appropriate option.

Which of the following is NOT the general purpose of CRM? a. Purpose of CRM is
better managing customers through the introduction of reliable systems and methods.
b. Purpose of CRM is to enable organizations to service their existing customers
more emphatically and more forcefully. c. Purpose of CRM is not developing
processes and procedures for interacting new customers. d. All of above given
options

 Question 18

Pick the best fit.

Marketing problems caused by inseparability include all of the following except for
a. The service provides physical connection to the service b. The involvement of the
customer in the production process c. Service standardization and quality control are
difficult to achieve d. The involvement of other customers in the production process
 Question 19

Arrange the following sequence in a chronological order.

Customer relations policies on a regular basis, and advises that complaint handling
processes must make it easy for customers to complain and empower employees to
deal with complaints promptly. The following procedures are a. Screening and
Logging b. Formulating a Solution c. Following-up d. Investigating e. Responding f.
Acknowledging

 Question 20

Choose the most appropriate option.

Which of the following is not one of the reasons that dot-com companies failed? a.
Many relied too heavily on hype instead of developing sound customer relationship
strategies. b. Some rushed into the market without proper research or planning. c.
Some companies found they lacked well-designed distribution systems. d. Many
companies overestimated the size of the market.

 Question 21

Pick the best fit.

A customer, who has ordered a product and has a question about the status of that
order, rather than calling a customer service number, the customer is able to return to
the web site and inquire about the order through self service, which queries the
company's order processing system automatically to return the status of the order.
The customer can do this whenever it is convenient, and the company saves
thousands of dollars in customer service costs. the above statement is based on a.
CRM b. e-CRM c. Self Service d. Customer Service e. Customer Convenience

 Question 22

Choose the most appropriate option.

Mr. Thomson, owner/operator of supermarkets, reacts adversely to losing a single
customer sale. He feels that this amounts to losing the entire stream of future
purchases that a customer is likely to make if he/she remains in the area. This is an
illustration of -------. a. Share of customer b. Market share c. Profitability d.
Customer lifetime value e. Market share maintenance

 Question 23

Select the most appropriate option.

A leading FMCG(Fast Moving Consumers Goods) brand receives complaints from
its customers that the chemicals used in the ingredients are too strong and dangerous,
and they do not smell good. To counter this, the company runs a series of ads
 showing its experts approaching select customers with an improved FMCG products
that addresses the concerns of the customers. The company is engaging in: a.
Interactive Communication System b. Attempt to Track Losses c. Customers
Specific Approach d. customer win-back

 Question 24

Select the most appropriate option.

Cell phone manufacturer has to choose between two options for sourcing parts for
example Japan-based Keiko Inc. and U.S.-based Global Tech. How can Keiko
reduce the total customer cost ? a. Absorbing some risk by offering a warranty b.
Improving the functional aspects of the products c. Augmenting the psychological
benefits of the products d. Training service personnel to improve their skills e.
Investing in brand building for the products

 Question 25

Select the most appropriate option.

The time length of the customization varies widely: a. Six to eleven weeks b. Six to
nine weeks c. Five to ten weeks d. Six to ten weeks

 Question 26

Select the correct option.

Companies can build interest and enthusiasm by using databases to remember
customer preferences. This strategy helps to which of the following? a. Identify
prospects b. Avoid serious customer mistakes c. Reactivate dormant customers d.
Deepen customer loyalty

 Question 27

Select the most appropriate option.

The developments in business -to-business marketing and services marketing
emphasized the need for developing short-term relationship with customers.

 Question 28

Choose the correct answer.

The ------- is a tool for identifying ways to create more customer value. a. Value
chain b. Customer survey c. Brand loyalty index d. Promotion channel e. Supplier
database
 Question 29

Select the most appropriate option.

In the customization phase, writing data routines using the CRM toolkit can save
days of effort and manual entry.

 Question 30

Select the most appropriate option.

Six Sigma is the newest quality management program which helps companies
increase both customer satisfaction and financial benefits.

 Question 31

Pick the best fit.

Call Plan model and PAIRS model is given by:

 Question 32

Choose the most appropriate option.

SFA is responsible for ------- all sales related processes.

 Question 33

Choose the correct answer.

------- is the present value of the future cash flows attributed to the customer
relationship. a. Customer Lifetime Value (CLV) b. Lifetime Value (LTV) c.
Customer life cycle management

 Question 34

Pick the best fit.

------- is a useful data that the customer does not know that he or she is supplying to
the organisation. a. Active information b. Passive information c. Present information
d. Past information

 Question 35

Pick the best fit.

Which of the following are the primary challenges to the e-CRM models? a.
Protecting customers b. Adhering to taxation rules c. Providing security d. All of the
 above

 Question 36

Select the most appropriate option.

ESI allows parallel development of product and service design in an iterative
interaction with the suppliers. The term ESI means:

 Question 37

Select the best option.

Brand ------- is the added value endowed to products and services. a. Loyalty b.
Equity c. Preference d. Satisfaction e. Benefits

 Question 38

Select the most appropriate option.

A ------- is an organized collection of comprehensive information about individual
customers or prospects. a. Business database b. Customer mailing list c. Customer
database d. Marketing database

 Question 39

Select the most appropriate option.

State whether the following statement is true or false. Rational buying is a more
systematic buying influenced by reason and logic.

 Question 40

Pick the best fit.

Secure Sockets Layer (SSL) developed by ------- or the Secure Electronic
Transaction (SET) technologies for encryption of data ------- a. Netscape,
transmission b. Infosys, security c. TCS, security and safety d. Infosys, transmission

 Question 41

Select the correct option.

Customer Service Culture includes all except: a. Traits b. Value c. Norms d.
Behavior
 Question 42

Select the most appropriate option.

Any single product or service can deliver -------. a. Same benefits to different
customers b. Same benefits to delighted customers c. Different benefits to different
customers d. Same benefits to loyal customer

 Question 43

Pick the best fit.

The core benefits of e-CRM are: a. Extended customer relationships b. Competitive
services delivering high value c. Improved product and service delivery processes d.
Better customer knowledge and insight e. All of the Above

 Question 44

Select the most appropriate option.

ATM is an example of: a. Kaizen b. Six Sigma c. BPR d. TQM

 Question 45

Select the most appropriate option.

State whether the following statement is true of false. Mass marketing creates the
largest potential market, which leads to lowered costs.

 Question 46

Pick the best fit.

Customers being able to buy products and services on the Internet is a result of: a. e-
business b. e-marketing c. e-purchasing d. e-commerce

 Question 47

Choose the most appropriate option.

The ultimate goal of ------- is still to deliver best total customer experience to
maintain long-term customer relationships.

 Question 48

Select the correct option.

Relative Total Quality (RTQ) are expressed as: a. Relative Percentages b. Relative
 Price c. Relative Production d. Relative Product Quality

 Question 49

Pick the best fit.

CRM is a fundamental facet of an organization, encompassing the philosophy and
mission of organized business that is engaged with a well-knit customer-focused
knowledge base and pervasive communications.

 Question 50

Select the most appropriate option.

Business process reengineering is defined by

 Question 51

Pick the best fit.

------- is one of the methods for capturing customer information. a. Newspaper b.
Advertisement c. Feed back d. Surveys

 Question 52

Select the most appropriate option.

The approach would eliminate or minimize the gap between the organisation and its
customers known as

 Question 53

Select the most appropriate option.

Sales performance evaluations are necessary a. As a way for management to obtain
their bonuses b. To supplement training c. To provide feedback to salespeople d.
None of the above

 Question 54

Choose the correct answer.

A measurement approach is rolled out for all customers for one specific product or
service is called:

 Question 55
 Select the most appropriate option.
promotional tools does not includes a. Referrals b. Client Relations c. Participation
in Organizations d. Direct Mail e. Customer Complaints

 Question 56

Pick the best fit.

Marketing a service-base business is similar to marketing a product-base business.

Saturday, 26 September 2020 21:56:38 o'clock IST

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