TYBMS CRM MCQ - S QB 2020

12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)
Subject :Customer Relationship Management (Sample QB)
1. 1. plays significant role to generate revenue control costs and 1 point

mitigate risks. *
Mark only one oval.
Data profiling
I don’t want to attempt
Data control
Data management
Data integration
2. 2. is generated from data warehouse ,business views are calculations or 1 point

summaries compared over period of time *
Mark only one oval.
Transactional data
Reference data
Business view data
Data integration
3. 3. is the data without which you cannot do any transaction and is 1 point
mandatory for every organization. *
Mark only one oval.
Transactional data
Reference data
Business view data
Data integration
11. 4. refers to the data that is created and updated within the operated 1 point
systems *
Mark only one oval.
Transactional data
Reference data
Business view
data Data integration

12. 5. is method of recommending product or services to visitors 1 point

on websites *
Mark only one oval.
Clickstream analysis
Online analytical process
Collaborative filtering
Traffic analysis
13. 6. resulting in a single source of truth and making it easier for end 1 point
users to access information *
Mark only one oval.
Data profiling
Data control
Data management
Data integration
14. 7. is the data which will describe the type of object ,like name, 1 point
description, cost, length and dimensions of the object .it is one a one time
data. *
Mark only one oval.
Reference data
Transactional Data
Business view data
None of the above.

15. 8. is generated from data warehouse. Business views are calculations 1 point
or summaries compared over period of time *
Mark only one oval.
Reference data
Transactional Data
Business view data
All of the above
16. 9. refers to the collection of raw facts and figures * 1 point
Mark only one oval.
Raw material
Spreadsheet
DATA
Documents
17. 10. refers to the data that is created and updated within the 1 point
operational system. *
Mark only one oval.
Reference data
Transactional Data
Business view data
None of the above

18. 11. Choice of depends on the size and nature of business. * 1 point
Mark only one oval.
Location
Customer
Technology
Process
19. 12. are the most critical asset in a call center as it is they who 1 point
deliver the business performance. *
Mark only one oval.
Location
CUSTOMER
People
Process
20. 13. exists when perception > expectations * 1 point
Mark only one oval.
Customer satisfaction
Customer dissatisfaction
Customer delight
Customer engagement
21. 14. The process of forecasting contact center workload and then scheduling 1 point
agents to handle the workload is known as *
Mark only one oval.
CRM
Call scripting
Workforce management
Relationship marketing management
22. 15. is a central point in an enterprise from which all customer 1 point
contact are maintained such as emails, newsletter, chats, etc. *
Mark only one oval.
Call centre
Contact centre
Customer care centre
Development centre
23. 16. A business strategy designed to optimize profitability, revenue 1 point

and satisfaction. *
Mark only one oval.
Producer
Distributor
CUSTOMER
Government
24. 17. helps the organization to increase the profitability at less operating 1 point
cost. *
Mark only one oval.
CRM
Lead management
Cross selling
Sales
25. 18. CRM helps customer at many retail outlets loyalty program through 1 point
individual mobile phone *
Mark only one oval.
Development
Mobile
Internet
Loyalty
26. 19. means providing a quality product or service that 1 point

satisfies the needs/wants of a customer and keeps them coming back. *
Mark only one oval.
Customer representative
Customer service
Customer survey
Customer EPOS
27. 20. is the result of cumulative net returns received over the 1 point
lifetime of customer. *
Mark only one oval.
Customer one time value
Customer all time value
Customer Lifetime Value
None of the above
28. 21. chain is designed in 1990s to show the exact relationship and 1 point
interconnectivity between Satisfaction-Loyalty-Retention and Profits,
whereby it directly links to CRM. *
Mark only one oval.
Company chain
Profit chain
Company profit chain
Satisfaction - loyalty - retention chain
29. 22. CRM strategy cycle comprises of Customer acquisition, retention and 1 point
.*
Mark only one oval.
Satisfaction
Loyalty
Win-back
Feedback
30. 23. is an electronic system whereby at checkout point data is 1 point

been collected customers will get served quicker. *
Mark only one oval.
E-CRM
Customer service
PoS
EPOS
31. 24. allows the organization to contact with its customers in 1 point
the medium of their choice-voice, email, web, chat, fax, SMS. *
Mark only one oval.
E-CRM
Multimedia contact centre
PoS
EPOS
32. 25. of the call centre is critical of the cost building and also 1 point
the ability to recruit and retain employees to work in the centre. *
Mark only one oval.
Location
Customer process
TECHNOLOGY
process
33. 26. is one of the most useful tools in a salespersons toolbox 1 point
when it comes to increasing sales volume per customer. *
Mark only one oval.
Customer management
Up-selling
Cross-selling
Direct-selling
34. 27. involves the increase of order volume either by the sales of more 1 point
units of the same purchased item, or the upgrading into a more expensive
version of the purchased item *
Mark only one oval.
Customer management
UP-SELLING
Cross-selling
Direct-selling
35. 28. reflects "the state of mind that customers have about a 1 point
company and its products and services when their expectations have been
met or exceeded *
Mark only one oval.
Customer management
Customer retention
Customer acquisition
Customer attrition
36. 29. is crucial to maintain and grow customer relationships in order 1 point
to sustain profitable growth. *
Mark only one oval.
Customer management
Customer retention
Customer Attrition
37. 30. An customer is from outside the organization providing 1 point

the product or service. *
Mark only one oval.
EXTERNAL
Internal
Active
Passive
38. 31. type of customers stands out as being the most trend 1 point
oriented and product- focused. *
Mark only one oval.
Content streamer
SAVVY MAXIMISER
Undaunted driver
Secure traditionalist
39. 32. type of customer is driven by value . He makes impulsive 1 point

decisions. *
Mark only one oval.
Content streamer
SAVVY MAXIMISER
Undaunted driver
Secure traditionalist
40. 33. type of customer is suspicious of everyone, believing that all 1 point
people are selfish. *
Mark only one oval.
Content Streamer
savvy maximiser
Undaunted Driver
secure traditionalist
41. 34. type of customer knows just what they want and do not want 1 point
to try any other goods or service. *
Mark only one oval.
Content Streamer
Savvy Maximiser
Undaunted driver
Secure Traditionalist
42. 35. is a component of CRM. * 1 point
Mark only one oval.
people
technology
information
all of the above
43. 36. Someone who buys goods & services is known as * 1 point
Mark only one oval.
CUSTOMER
Retailer
wholesaler
none of the above
44. 37. CRM works on increasing customer * 1 point
Mark only one oval.
acquisition
LOYALTY
convenience
focus
45. 38. is an intelligent strategy for selling goods and services to your 1 point
customers that uses direct marketing tactics to ensure the customer stick
with the membership for months or years. *
Mark only one oval.
Undaunted cutomer
Customer focused
Continuity marketing
Customer Value
46. 39. refers to any marketing activity that "interrupts" viewer's 1 point
attention. *
Mark only one oval.
Interruption Marketing
Permission Marketing
Transactional Marketing
Relationship Marketing
47. 40. is the way to make advertising work effectively. * 1 point
Mark only one oval.
48. 41. is a business strategy that focuses on " single point of sale" 1 point
transaction. *
Mark only one oval.
49. 42. is a business strategy that seeks to establish long term 1 point
relationship with its customer rather than focusing on a single transaction *
Mark only one oval.
Idon’twant to attempt
Transaction Marketing
RelationshipMarketing
50. 43. is a set of methods, strategies and applications that 1 point

facilitate a company manage customer relationships. *
Mark only one oval.
Customer Relationship
Customer Relationship Management
Customer lifetime value
51. 44. are repeated interactive discussions among randomly 1 point

selected customers. *
Mark only one oval.
Group Discussion
Focus group interviews
Debates
52. 45. measure customer satisfaction, and therefore help to 1 point

determine customer loyalty. *
Mark only one oval.
Customer representative
Customer service
Customer Satisfaction Survey
Customer EPOS
53. 46. indicates the difference between the service expected by the 1 point
customer and the service they actually receive. *
Mark only one oval.
Customer representative gap
Customer Service gap
Service quality gap
Customer EPOS
54. 47. is an unpleasable fulfilment response. * 1 point
Mark only one oval.
Customer Service gap
Service quality gap
Customer EPOS
DISSATISFACTION
55. 48. model suggests that if customer perceives their expectation to be 1 point
met, they are satisfied. *
Mark only one oval.
No expectation - confirmation
Expectations – Disconfirmation
Expectations – confirmation
Expectation - satisfaction
56. 49. Company 3 E includes * 1 point
Mark only one oval.
Effectiveness Efficiency
Employee change
All of the above

57. 50. provides access to all customer information including enquiry 1 point
status and correspondence. *
Mark only one oval.
Customer Management
Knowledge Management
Account Management Back
end integration.
58. 51. access to customer information and history, allowing sales teams 1 point
and customer service teams to function efficiently. *
Mark only one oval.
Customer Management
Knowledge Management
Account Management
Back end integration.
59. 52. also includes response to a prospective customer immediately 1 point

after the inquiry with out any delay. *
Mark only one oval.
Customer Satisfaction
Customer retention
E- CRM
60. 53. It is well- established fact that the cost of acquiring a customer is 1 point
the cost of retaining an existing customer. *
Mark only one oval.
Three times
Four times
Five times
None of the above
61. 54. is a key element to E- CRM strategy 1 point

*
Mark only one oval.
Customer win-back
Customer retention
E - CRM
62. 55. Calls from customer regarding their queries , problems and suggestions 1 point
are calls *
Mark only one oval.
inbound
outbound
directional
None of the above

63. 56. relates to code of conduct regarding as right and good based 1 point
morality of values , faith or some other authority. *
Mark only one oval.
Rules & regulations
Laws of country
ETHICS
None of the above
64. 57. CRM Solution providers are also working on providing simpler and easier 1 point
ways of handling customer data using mobile devices which is known as
*
Mark only one oval.
I don’t want to attempt E-
CRM
Network-CRM
Mobile- CRM
Computer - CRM
65. 58. Key ethical issues in the information age , including the increased 1 point
ubiquity of computerized databases are often the popularity summarized
under four heading of. *
Mark only one oval.
P -A-P-A
P-P-P-P
A-P-A-P
None of the above
66. 59. takes marketing techniques and concepts, and applies them 1 point
through the electronic medium of the internet. *
Mark only one oval.
E- Marketing
E - CRM
E - Business
None of the above
67. 60. There are E's in E-CRM * 1 point
Mark only one oval.
Three E's
Four E's
Six E's
None of the above


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12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

Subject :Customer Relationship Management (Sample QB)

1. 1. plays significant role to generate revenue control costs and 1 point

Mark only one oval.

I don’t want to attempt

2. 2. is generated from data warehouse ,business views are calculations or 1 point

Mark only one oval.

I don’t want to attempt

Business view data

Mark only one oval.

I don’t want to attempt

Business view data

Mark only one oval.

I don’t want to attempt

data Data integration

12. 5. is method of recommending product or services to visitors 1 point

Mark only one oval.

I don’t want to attempt

Online analytical process

Mark only one oval.

I don’t want to attempt

Mark only one oval.

I don’t want to attempt

Business view data

None of the above.

Mark only one oval.

I don’t want to attempt

Business view data

All of the above

16. 9. refers to the collection of raw facts and figures * 1 point

Mark only one oval.

I don’t want to attempt

Mark only one oval.

I don’t want to attempt

Business view data

None of the above

Mark only one oval.

I don’t want to attempt

Mark only one oval.

I don’t want to attempt

20. 13. exists when perception > expectations * 1 point

Mark only one oval.

I don’t want to attempt

Mark only one oval.

I don’t want to attempt

Relationship marketing management

Mark only one oval.

I don’t want to attempt

Customer care centre

23. 16. A business strategy designed to optimize profitability, revenue 1 point

Mark only one oval.

I don’t want to attempt

Mark only one oval.

I don’t want to attempt

Mark only one oval.

I don’t want to attempt

26. 19. means providing a quality product or service that 1 point

Mark only one oval.

I don’t want to attempt