QUESTION 1

When the customers perceive that an organization has a deficiency in any of the factors
positively contributing to customer loyalty, it may mean that they are ______ loyal

More
Less
not at all
None of the above

QUESTION 2
__________ is the basic platform of relationship formation

Price
Brand name
Customer Loyalty
Supplier Loyalty

QUESTION 3
For years, Shopper’s Stop has gathered records of each __________

Supplier
Wholesaler
Customer
all of the above

QUESTION 4
In the absence of due customer care, it is likely that the customers will be ____________

Satisfied
Dissatisfied
Moderate
None of the above

QUESTION 5
example of complete service system using sub system are

apple
microsoft
nokia
samsung

QUESTION 6
Golden warns that customer service representatives and other employees should be caring and
polite even when dealing with angry customers .

 True

 False
QUESTION 7
Number of customers or potential customers who will help in company's growth is classified as

customer base
retailer base
distributors base
marketers base

QUESTION 8
Business to business marketing depends on building _______

marketing recognition
marketing efforts
marketing awareness
all of them
none o them

QUESTION 9
__________ is the basic platform of relationship formation

customer needs
customer loyalty
customer relationship
customer value
customer choice

QUESTION 10
framework consists of how much stages?

4
8
7
5

QUESTION 11
When the goal is not to get the complaint satisfied but rather to win by getting something the
customer is not entitled to receive, is a type of ____________.

High-Roller customer
Aggressive customer
Meek Customer
Rip-Off customer

QUESTION 12
Turnover _________ and commitment lessens

Increases
Decreases
 Remains constant
None of the above

QUESTION 13
The elements affecting the patron loyalty are:

Customer satisfaction
Emotional bonding
Trust
History with the company
all of the above

QUESTION 14
A key CRM technique is to encourage existing customers to recommend friends or colleagues to
purchase. This is:

Up-sell
Reactivation
Referral
Cross-sell

QUESTION 15
The wants of a customer change _______ than the needs and are very dynamic.

Faster
Slower
Constantly
None of the above

QUESTION 16
Forward engineering is not necessarily if an existing product is producing the correct output

 True

 False

QUESTION 17
With a ________ database, the organisation might increase its possibilities to accumulate a more
range of clients.

Larger
Smaller
Stable
Unstable

QUESTION 18
The long-term savings programs aim to _______ relationship with customers.

Generate
Retain
 Develop
none of the above

QUESTION 19
By ____________ customers from one of a kind segments, a mutually worthwhile dating may be
developed.

Motivating
Retaining
Gold
Understanding

QUESTION 20
Sales Configuration go hand in hand with SFA

 True

 False

QUESTION 21
What of the following is production related procurement?

information
system
office supplies
Furniture
raw materials
none of them

QUESTION 22
Sales representatives can not handle inquiries, quotations and salesorders on their devices

 True

 False
QUESTION 23
_________ means the willingness of a consumer to have faith in an organization or particular
brand in performing their stated function.

Emotional Bonding
Trust
Historical Experience
Habit

QUESTION 24
B2C stands for:

Business to Government.
Business to Consumer.
Business to Business.
 None of the above

QUESTION 25
It is important to increase the fine and amount of the _________.

Customer database
Operational database
Navigational database
Government database

QUESTION 26
Lifetime Value doesn’t exist without a Lifecycle.

 True

 False

QUESTION 27
Exploration means

exploring
investigating
testing one another's capabilities
All of the above

QUESTION 28
In order to further increase the dedication in their clients, diverse companies additionally
implement _________ applications

Saving
Club
Relationship
Loyalty

QUESTION 29
B2B stands for:

Business to Government
Business to Consumer.
Business to Business.
None of the above

QUESTION 30
Life time Customer Value include only the repeat purchases by the customer, not his family
purchases, referral purchases, cross sells

 True
  False

QUESTION 31
C2C stands for :

Business to Government
Business to Consumer
Business to Business
Consumer to Consumer

QUESTION 32
There are four classic marketing activities involving customer selection, acquisition, retention,
and one other

Customer differentiation
Customer extension
Customer demographics
None of the above

QUESTION 33
__________ is the simple platform of relationship formation.

Price
Brand name
Customer Loyalty
Supplier Loyalty

QUESTION 34
Customer Complaint Management Initiatives are mandatory by law

 True

 False

QUESTION 35
An example of the concept of opt-out is:

A customer agreeing to receive an e-mail newsletter

A customer unsubscribing to an e-mail newsletter
A customer choosing an e-mail newsletter
none of the above

QUESTION 36
Which of the following is related to security mechanism?

encyption
 decryption
e-cash
all of them
none of them

QUESTION 37
Types of CRM programs are

Continuity Marketing
One-to-One Marketing/Individual Marketing
Co-Marketing
All of the above

QUESTION 38
In Hard Approach companies develop a ____________ model which helps to deliver actual cash
benefits to the company.

Profit maximisation
Return on investment
Customer Satisfaction
All the above

QUESTION 39
PARIS MODEL WAS GIVEN BY?

ANTONY
NEWTON
CORNOFF
Parasuraman and Day

QUESTION 40
CRM technology can help in

Designing direct marketing

efforts
Developing new pricing models
Processing transactions faster
All of the above

QUESTION 41
E-crm helps to Understand the Economics of customer relationship

 True
  False

QUESTION 42
Customer Loyalty leads to:

Retention of customer
Repeated purchase by the customer
getting feedbacks from the customers
all of the above
all of the above

QUESTION 43
In this highly competitive business environment, _____________ are said to be fortunate if they are
blessed with loyal customers in their customer inventory

employee
retailer
Wholesaler
organization

QUESTION 44
Analytical CRM help support-

Front-office operations
Sales executives
Back-office operations
None of the above

QUESTION 45
Cross promoting way

selling new products

Public relations
selling other products to existing customers
Reversal of a sale
all of the above

QUESTION 46
The decision-making process of effective CRM involves the following

Clearly define the management objective and strategy

Choose the right process of implementation
Identify the best software solution
All of the above

QUESTION 47
E-business stands for
 Electronic business
Electron business
Electric business
None of the above

QUESTION 48
Currency used in e-business transactions in India

Dollars
Rupees
All of the above
None of the above

QUESTION 49
When it comes to coordinating customer-facing activities, the level of interconnectedness within
companies and within value chains can be surprisingly high. In the retail consumer packaged
goods (CPG) industry, when a grocery store chain changes its consumer promotion schedules, at
least seven groups within a CPG firm are impacted: sales, marketing, __________, warehouse,
transportation, manufacturing and finance

public relations
C&F
trade promotions
All of the above

QUESTION 50
Customer response rates to marketing sports, patron pleasure responses and retention data,
and so forth is related to

Financial Data
Marketing Data
Sales
Information
All of the above

QUESTION 51
Behaviour predictions analysis include

Propensity to purchase analysis

Next sequential purchase
Product affinity analysis
All of the above

QUESTION 52
The system within our brains that creates habits is a

Two Step Loop

Three Step Loop
Four Step Loop
 Five Step Loop

QUESTION 53
This is the processing of data about customers and their relationship with the enterprise in order
to improve the enterprise’s future sales and service and lower cost.

clickstream analysis
database marketing
customer relationship management
CRM analytics
B2C

QUESTION 54
Delivering high quality products quickly, error free, and for a reasonable price is

Service Excellence
Operational
Excellence
Continuous Excellence
None of the above

QUESTION 55
Periodic Revenue is the amount of revenue collected from a ___________ in the period

segment
market
customer
salesperson

QUESTION 56
organization can take marketing decisions based on

Pre-emptively offering discounts

Focusing target marketing campaigns to smaller customer
Packaging related products together
All of the above