QUESTION 1

1. At the _________ section, provider ought to have recognised the favorable means of communique for
the customer.
Introduction
Growth
Maturity
decline
both (a) and (b)

2 points   
QUESTION 2
1. _______is a person’s feelings of disappointment or pride that result from comparing a product’s
perceived performance to their expectations
Customer Loyalty
Customer Value
Customer Satisfaction
None of the above

2 points   
QUESTION 3
1. __________ is the simple platform of relationship formation.
Price
Brand name
Customer Loyalty
Supplier Loyalty

2 points   
QUESTION 4
1. The measurement framework for _______________ markets has to be self-adapting so that it can be
reconstituted as and when required.
simple
highly complex
complex
None of the above

2 points   
QUESTION 5
1. Consumers having a natural tendency to _______ their selections
Increases
Decrease
keeping it constant
None of the above

2 points   
QUESTION 6
1. When customers word equal brands, perceived chance is low and there are probabilities of brand
switching because the chance of loyalty in the direction of a product _________.
Increases
Decreases
Remains constant
None of the above

2 points   
QUESTION 7
1. Attitudinal and behavioral loyalty collectively have an effect on the ___________ of consumer
dedication and loyalty
Degree
Satisfaction
Certainity
All of the above

2 points   
QUESTION 8
1. Referring to the customer pyramid, most companies want to turn their customer into ______.
Supporter
Client
Prospects
Partner

2 points   
QUESTION 9
1. A solo home-based web designer cannot mass market his services as he can only create a limited
number of web pages in a day.

 True

 False

2 points   
QUESTION 10
1. CRM is all about ______ with each customer being able to create the classic win-win situation
exploring
collaborating
optimizing
All of the above

2 points   
QUESTION 11
1. The factors affecting the customer loyalty are:
Customer satisfaction
Emotional bonding
 Trust
History with the company
all of the above

2 points   
QUESTION 12
1. Normally at the __________ stage, suppliers are recommended to make a welcome ‘call’ to give
positive experience to customerscustomers.
Growth stage
Maturity Stage
Introduction Stage
Exploratory Stage

2 points   
QUESTION 13
1. The method used to assess real cost of providing services to an individual customer is
Cost based accounting
Activity based accounting
Turnover based accounting
Price based accounting

2 points   
QUESTION 14
1. By ____________ customers from different segments, a mutually profitable relationship can be
developed.
Motivating
Retaining
Gold
Understanding

2 points   
QUESTION 15
1. Customer Complaint Management Initiatives are implemented in response to _______________.
competitor’s pressures
threat of government actions
customer's pressure
all of these

2 points   
QUESTION 16
1. All the fundamental __________ have a predictive evaluation branch for analyzing clients’ shopping
conduct to market more effectively and satisfy clients.
Supplier
Retailer
 Wholesaler
Distributor

2 points   
QUESTION 17
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 18
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 19
1. Knowing more about their customers would help marketers serve the customers
Much better
Satisfy them
keep them loyal
All of the above

1 points   
QUESTION 20
1. __________ loyalty is the basic platform of relationship formation
Employee
Top level management
Customer
Supplier

1 points   
QUESTION 21
1. What does CRM stand for?
Consumer Relations Management
Customer Relationship Marketing
Customer Relationship Management
 Consumer Returns Management

1 points   
QUESTION 22
1. Customer Relationship Management is about
Acquiring the right customer
Instituting the best processes
Motivating employees
All of the above

1 points   
QUESTION 23
1. Customer relationship management (CRM) is a concept which refers to-
Practices
Strategies
Technologies
All of the above

1 points   
QUESTION 24
1. The Key feature of analytical CRM is
It combines and interacts value of customer
Customer Acquisition
Time until Aquisition
none of the above

1 points   
QUESTION 25
1. __________ is the simple platform of relationship formation.
Price
Brand name
Customer Loyalty
Supplier Loyalty

1 points   
QUESTION 26
1. What is the seventh step in developing Consumer Complaints Management Initiatives
Implement the Initiative
Announce and Publicize the Initiative
Prepare Preliminary Draft and Explore Appropriate Structures
Hold Preliminary Discussions with Major Stakeholders

1 points   
QUESTION 27
1. The Key function of analytical CRM is
 It combines and interacts value of customer
Customer Acquisition
Time until Aquisition
none of the above

1 points   
QUESTION 28
1. Measurement frameworks are standard for all organizations

 True

 False

1 points   
QUESTION 29
1. The measurement framework should be able to function with complete and impartial measures.

 True

 False

1 points   
QUESTION 30
1. Brand equity is the customer’s ________________________ assessment of the brand, above and
beyond its objectively perceived value”
subjective and intangible
objective and tangible
subjective and tangible
objective and intangible

1 points   
QUESTION 31
1. _________ is the study of how individuals, groups and organizations select, buy, use and dispose off
goods, services, ideas or experiences to satisfy their needs and wants.
Consumer behavior
Product cycle
Purchase behavior
None of the above

1 points   
QUESTION 32
1. Which choice about customer service is true?
Average customer service will always be sufficient.
Businesses must provide excellent customer service or expect failure.
Customers lost through poor customer service are easy to replace.
Customer service is boring

1 points   
 QUESTION 33
1. Demographic records of client consists of ____________
Age of the customers
Marital Status of customers
Income of customer
all of the above

1 points   
QUESTION 34
1. Customer relationship management (CRM) is a concept which refers to-
Practices
Strategies
Technologies
All of the above

1 points   
QUESTION 35
1. As more companies and value chains adopt CRM technology and as the technology gets more
robust, companies will be able to capture a fairly comprehensive set of data representing the
behaviour of a market

 True

 False

1 points   
QUESTION 36
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 37
1. CRM solutions contribute toward customer-oriented services toward
planning
Developing
maintaining
increasing customer relationships
All of the above

1 points   
QUESTION 38
1. In the absence of due customer care, it is likely that the customers will be ____________
 satisfied
dissatisfied
agreed
non-agreed
none of them

1 points   
QUESTION 39
1. PARIS MODEL WAS GIVEN BY?
ANTONY
NEWTON
CORNOFF
Parasuraman and Day

1 points   
QUESTION 40
1. Analytical CRM helpsupport-
Front-office operations
Sales executives
Back-office operations
None of the above

1 points   
QUESTION 41
1. The result of the strategies applied is to be examined on everyday basis to their suitability closer to
achieving the goal of retention
Examining Feedback
Exploring
Evaluating
Establishing Strategies

1 points   
QUESTION 42
1. Analytical CRM is described as a choice assist system targeted to assist
senior executives
marketing
sales
customer support personnel
all of the above

1 points   
QUESTION 43
1. What is the third step in developing Consumer Complaints Management Initiatives
Create a Working Group
 Hold Preliminary Discussions with Major Stakeholders
Consult with Stakeholders
Create a Working Group

1 points   
QUESTION 44
1. Sales force automation helps by making all business actions pertaining to sales, automatic?
Yes
No

1 points   
QUESTION 45
1. Brand performance measures is not part of CRM measurement framework

 True

 False

1 points   
QUESTION 46
1. The credibility of handling the complaints and dispute resolving decisions increases when decision
makers get at arm’s length with organization’s other officials and activities.

 True

 False

1 points   
QUESTION 47
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 48
1. _______is any occasion on which the brand or product is used by end customers.
Customer touch point
Retailers touch point
Company touch point
None of the above

1 points   
QUESTION 49
1. Marketing communication is very crucial to relationship development as it helps thecompany obtain
__________ information on future events involving its customers.
Reliable
 Accurate
Relevant
None of the above

5 points   
QUESTION 50
1. Accepting that a customer has agreed to opt-in to receive further information, with customer profiling
the minimum amount of online information that needs to be collected is an e-mail address. What is
really required though to decide if the customer is a good potential target for further communications?
A qualified lead
Interruption marketing
Opt-out facilities to be removed
Permission marketing

5 points   
QUESTION 51
1. Collecting customer knowledge to drive product or service innovation can take many forms, from well-
controlled surveys and research experiments to more __________________.
holistic approaches
collaborative and ethnographic approaches
real approaches
None of the above

5 points   
QUESTION 52
1. Behaviour predictions analysis include
Propensity to purchase analysis
Next sequential purchase
Product affinity analysis
All of the above

5 points   
QUESTION 53
1. To please your clients, you can focus only on a select number of _________ or ____________ to
sustain your business.
Clients or Customers
Accounts or Customers
Accounts or Clients
Consumers or Clients

4 points   
QUESTION 54
1. Alternative revenue models are
ntranet, extranet, Internet
Subscription, affiliate, advertising
 WWW, WAP, HTML, XML
B2B, B2C, C2C, B2C

4 points   
QUESTION 55
1. Customer Equity is the Net Present Value of a customer from the perspective of a supplier

 True

 False

4 points   
QUESTION 56
1. Services can be distinguished from other activities based on their specific characteristics,
representing Lack of Ownership, ___________, Intangibility, _________ and Inseparability.
Heterogenity & Ownership
Homogenity & Durability
Heterogenity & Perishability
Heterogenity & Separability

4 points   

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