Center for Continuing Education - UPES

Customer Relationship Management

Assignment 1

Total Questions: 63
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 63.
  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.
Multiple Attempts This Test allows 3
attempts. This is
attempt number 3.
Force Completion This Test can be
saved and resumed
later.
Your answers are
saved automatically.
 Question Completion Status:
QUESTION 1
1. The reason why organizations are switching from traditional to e-business transaction is
 Increasing costs of transactions
Decreasing costs of transactions
No markets
All of the above

2 points   
QUESTION 2
1. Originally, CRM was formed on which principles?
protecting the existing customers
fostering new ones
increasing the asset value of all new and old customers
All of the above

2 points   
QUESTION 3
1. An e-save with shipping across principal cities in India was launched in ______
2006
2007
2008
2012

2 points   
QUESTION 4
1. CRM system tries
reducing investment & cost
increacing investment & cost
Both a & b
none of the above

2 points   
QUESTION 5
1. It is an in depth evaluation of the profile of those customers explored for the reason of retention
Exploring
Evaluating
Establishing Strategies
Examining Feedback

2 points   
QUESTION 6
1. Which system supports business processes end to end?
management system
accounting system
enterprise system
 document system

2 points   
QUESTION 7
1. Two simple perspectives of loyalty describe brand loyalty as a conduct and patron loyalty as an
attitude towards __________.
Supplier
Product
Organization
All of the above

2 points   
QUESTION 8
1. How many steps are there for developing consumer complaints management
6
4
7
8
5

2 points   
QUESTION 9
1. Customer Complaint Management initiatives are __________________used by merchants for
increasing a customer’s satisfaction.
approaches
None of the above
techniques
mechanisms
all of the above

2 points   
QUESTION 10
1. First step in analysis of customer value is to
identify customers value attributes
assessing attributes importance
assessing company's performance
assessing competitors performance

2 points   
QUESTION 11
1. Relationship coverage by way of phase is the approach wherein two (or more) special segments are
________ to create a higher courting
Compared
Combined
 Formed
None of the above

2 points   
QUESTION 12
1. In the existing marketing surroundings, _________ attention greater on purchaser retention thanjust
on purchaser acquisition
Supplier
Agents
Salesman
organization

2 points   
QUESTION 13
1. Why customers do NOT want relationships with suppliers
Fear of dependency
Lack of confidence in the supplier
Rapid technological changes
All of the above

2 points   
QUESTION 14
1. There are a number of _______ tools to analyze the data.
data tools
software tools
marketing tools
strategic tools
none of them

2 points   
QUESTION 15
1. Most measurement frameworks require continual ______________________, the behavior of the
dynamic customer has to be measured.
assessment and calibration
re-assessment and re-calibration
re-calibration
re-assessment

4 points   
QUESTION 16
1. Field means __________________________ which must be measured which include processes in
an organization, with its suppliers and customers.
market-facing
employee-facing
 Customer-facing
None of the above

4 points   
QUESTION 17
1. Inorder to make customers feel respect you should respect their
needs
business
choice
all of them
none of them

4 points   
QUESTION 18
1. Attitudinal loyalty consists of _________ which make contributions in the direction of the diploma of
patron loyalty
Satisfaction
Emotional bonding
Trust
All of the above
none of the above

4 points   
QUESTION 19
1. The amount of money a company has to spend in a given period to retain an existing customer.
Profit margin
retention cost
periodic revenue
None of the above

4 points   
QUESTION 20
1. Customer Complaint Management Initiatives are mandatory by law

 True

 False

1 points   
QUESTION 21
1. A communication plan must be outlined to appreciate an __________ relationship management
Efficient
Effective
Both (A) and (B)
None of the above
 1 points   
QUESTION 22
1. Calender and task activities are both task and

 True

 False

1 points   
QUESTION 23
1. _______________ is a reflection of the possible future business a company can expect from a loyal
customer.
Lifetime Customer Value
Short term Customer Value
Lifetime Value
Both 1 and 2

1 points   
QUESTION 24
1. Most individuals are aware with form of e-commerce
B2B
B2C
C2B
C2C
all of them

1 points   
QUESTION 25
1. Building long-term relationships with customers is essential for any business. The application of
technology to achieve CRM is a key element of e-business but what does CRM stand for?
Customer relationship management
Consumer relationship management
non of the obove
All of the above

1 points   
QUESTION 26
1. A Relationship policy helps build a relationship to increase the _______ of the customer base.
Value
Utility
Efficiency
Effectiveness

1 points   
QUESTION 27
1. Customer retention is a manner of maintaining the customers with them for a _________ of time
through gratifying the clients’ desires.
 Short Period
Long Period
Certain
None of the above

1 points   
QUESTION 28
1. It is important to increase the fine and amount of the _________.
Customer database
Operational database
Navigational database
Government database

1 points   
QUESTION 29
1. networking infrastucture is an example of
B2C
B2B
Both a & b
none of the above

1 points   
QUESTION 30
1. Sales force automation helps by making all business actions pertaining to sales, automatic?
Yes
No

1 points   
QUESTION 31
1. A measurement approach is deployed for all customers for single particular product/service.
Single Deployment
Narrow Deployment
Segment Deployment
None of the above

1 points   
QUESTION 32
1. In order to further increase the dedication in their clients, diverse companies additionally implement
_________ applications
Saving
Club
Relationship
Loyalty
 1 points   
QUESTION 33
1. Currency used in e-business transactions in India
Dollars
Rupees
All of the above
None of the above

1 points   
QUESTION 34
1. What is the second step in developing Consumer Complaints Management Initiatives
Hold Preliminary Discussions with Major Stakeholders
Announce and Publicize the Initiative
Create a Working Group
Prepare Preliminary Draft and Explore Appropriate Structures

1 points   
QUESTION 35
1. Customer objectives are set to achieve
customer satisfaction
customer loyalty
delivering customer value
All of the above

1 points   
QUESTION 36
1. Messaging facility permits sales representative to receive and send alerts to the central server

 True

 False

1 points   
QUESTION 37
1. Mass marketing strategies work well with a service business.

 True

 False

1 points   
QUESTION 38
1. The _________ who will become a partner will become a profitable patron
Manager
Organization
Customer
Employee
 1 points   
QUESTION 39
1. What is not part of a marketing plan?
Marketing mix
demand analysis
Goverment support
competitor analysis

1 points   
QUESTION 40
1. Customers being able to buy products and services on the Internet is a result of:
E-business
E-marketing
E-purchasing
E-commerce

1 points   
QUESTION 41
1. If a customer is attached to the company emotionally he/she possess ________ brand attitude.
Neutral
Positive
Negative
Casual

1 points   
QUESTION 42
1. Building and sustaining long term business with customers is the aim of :
customer relationship management
customer acquisition
electronic CRM
customer management

1 points   
QUESTION 43
1. Analytical CRM helpsupport-
Front-office operations
Sales executives
Back-office operations
None of the above

1 points   
QUESTION 44
1. Under SFA The information on products can be viewed categorically or in alphabetical order.

 True
  False

1 points   
QUESTION 45
1. Acquisition Depends on:
Type of product
Type of buying
Type of customers
Economic Enviornment
all of the above

1 points   
QUESTION 46
1. if it is easy to penetrate a market then a new competitor is at risk of
low level
high level
medium level
more
none of them

1 points   
QUESTION 47
1. Customer Satisfaction and Retention _________ to the middle blessings expected
Increases
Decreases value
Does not impact on value
None of the above

1 points   
QUESTION 48
1. A _________ is an organized collection of detailed information about individual customers or
prospects that is accessible, actionable and current for marketing purposes such as lead generation
and others.
customer database
customer mailing list
business database
none of the above

1 points   
QUESTION 49
1. Customer Relationship Management is about
Acquiring the right customer
Instituting the best processes
Motivating employees
 All of the above

1 points   
QUESTION 50
1. One party may trust the other party's
Benevolence
Honesty
Competence
All of the above

1 points   
QUESTION 51
1. There are four classic marketing activities involving customer selection, acquisition, retention, and
one other:
customer demographics
customer differentiation
customer extension
none of the above

1 points   
QUESTION 52
1. The number of problems with the products/services likely decreases through Customer Complaint
Management Initiatives .

 True

 False

1 points   
QUESTION 53
1. ________ exerts the broadest and deepest influence on buying behavior.
Social factors
International factors
Personal factors
Cultural factors

1 points   
QUESTION 54
1. Sales Configuration are Suitable for web

 True

 False

1 points   
QUESTION 55
1. If sufficient funding is not there, a Consumer Complaints Management initiative may not be a
success, eventually frustrating consumers as well as bringing down the reputation of firms
  True

 False

1 points   
QUESTION 56
1. analytical CRM supports
sale executive
back office operation
front office operations
none of the above

1 points   
QUESTION 57
1. The sales manager can configure the system so as to automatically analyze the info using
sophisticated techniques

 True

 False

1 points   
QUESTION 58
1. A measurement approach deployed for single segment
Single Deployment
Narrow Deployment
Segment Deployment
None of the above

1 points   
QUESTION 59
1. Complete information about how a business responds to customer complaints is not available
through Customer Complaint Management Initiatives .

 True

 False

1 points   
QUESTION 60
1. WHICH OF THE FOLLOEING IS NOT A PART OF SFA SOLUTION
GPRS
MOBILE SEVER
BACKEND SERVER
MODEM

3 points   
QUESTION 61
1. _____ is a relationship investment which acts as an exit barrier
 FDI
EDI
CLV
All of the above

3 points   
QUESTION 62
1. The first way to boom cost of purchaser database is to select a dating policy by
Targeting
Segmentation
Positioning
All of the above

3 points   
QUESTION 63
1. It is important to increase the fine and amount of the _________.
Customer database
Operational database
Navigational database
Government database

3 points