The Acronym CRM Stands For

The acronym CRM stands for:
a) consumer relationship marketing

b) customer relationship management
c) customer relations & marketing
d) continuous relationship management
e) none of the above
b
The person most likely working in a CCC is a
a) maketing planner
b) maketing researcher
c) CSR
d) logistics specialist
c
A data warehouse is:
a) the repository for all relevant customer and prospect information
b) an older form of a data mart
c) a fulfillment center
d) a collection of logistical, analytical, and heuristic models
e) all of the above
a
CCC's do not handle:
a) incoming telephone alls
b) e-mails
c) web commuicaiton
d) written interactions with customer
e) CRMs
e
Customer touch points are:
a) any point of contact that a customer or prospect has with a company
b) phone inquiries
c) e-mail inquiries
d) merchandise return desk
e) all of the above
e
Building and sustaining long term business with customers is the aim of?
a) customer acquisition
b) electronic customer relationship management
c) customer relationship management
d) customer management
c
There are four classic marketing activities involving customer selection, acquisition,
retention, and one other:
a) customer demographics
b) customer extension
c) customer differentiation
d) none of the above
b
By integrating customer database with websites, marketing can be improved and
benefits of electronic customer relationship management (e-CRM) then include:
a) lower costs
b) achieve mass customization
c) increased depth, breath, and nature of the relationship
d) all of the above
e) only the first 3 answers
d
Permission marketing is an established approach and the concept of opt-in typically
involves:
a) the customer agreeing to receive marketing communication
b) profiling a customers interests & values to an organization
c) the customer proactively selecting opt-in
d) using an incentive
e) all of the above
e
An example fo the concept of opt-out is:
a) customer unsubscribing to an e-mail newsletter
b) customer choosing an e-mail newsletter
c) a customer agreeing to receive an e-mail newsletter
a
To engage a customer in an online relationship, the minimum information that needs
to be collected in an online form is:
a) credit rating
b) post code
c) e-mail address
d) customer profile
c
A key CRM technique is to encourage existing customers to recommend friends or
colleagues to purchase. This is:
a) cross-sell
b) up-see
c) referral
d) reactivation
c
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A key CRM technique is a sub-set of cross-selling, but in this case selling more
expensive products. This is:
a) reactivation
b) cross-sell
c) referral
d) up-sell
d
Using the RACE (reach, act, convert, engage) marketing value framework, what
does Reach aim to do?
a) achieve conversion to mkting goals such as fans, leads, or sales on web
presences & offline
b) Build customer relationships over time to achieve retention rates
c) build awareness on other sites and in offline media and drive to web presences
d) engage audience w/brand on its website or other online presence
c
What would be a key performance indicator for the Reach step?
a) conversion rate
b) repeat conversion
c) revenue or goal value per visit
d) bounce rate
c
Which of the following referent to the propensity of customers to select products
online, but by offline?
a) offline purchase, offline informed
b) online purchase, offline informed
c) online purchase, online informed
d) mixed-mode buying
d
Customers who are signed up for an online service but who never used it are
described as:
a) dormant
b) inactive
c) active
b
E-commerce managers aim to integrate effective mix of electronic communications
to drive traffic to their e-commerce sites. Which answer best represents an offline
marketing strategy to generate website traffic?
a) social media marketing
b) TV advertising
c) digital media channels
d) e-mail marketing
b
When assessing marketing communication effectiveness, the cost of getting the
visitor to the website pulse the cost of achieving the outcomes during their visit is
know as:
a) referral code
b) bounce rate
c) allowable cost per acquisition
d) cost per acquisition
d
The online communication technique of search engine optimization involves
a) gaining representation on third party sites
b) gaining a position in web directories like Yahoo
c) gaining a good ranking in sponsored listings of the search engines
d) gaining a good ranking in the organic or natural listings of search engines
d
The online communications technique of link building involves:
a) gaining representation on third party sites
b) gaining a good rating in sponsored listings of the search engines
c) gaining a position in web directories like Yahoo
d) gaining a good ranking in the organic or natural listings of search engines
c
A factor which will improve results from search engine optimization is:
a) ensuring that partners can gain good earnings per click
b) developing effective ad copy which encourages clickthrough
c) including the copy of a search term within a site's web page
d) partnering w/popular sites w/pages relevant to your offering
c
What is a data warehouse?
A collection of logistical, analytical, and heuristic models
The repository for all relevant customer and prospect information
An older form of a data mart
None of the above
A goal of inventory management is:
Target market goals
Customer service
Low level of expenses
Balance sheet results
Product-maket synergies
Which of the following is true about forecasting?
It should be done once a year
It is more accurate for groups than for individual items
It should be conducted by the supply chain leadership

It is better to under-forecast rather than over-forecast
Which of the following describes the typical flow of cash in

supply chain?
Producer to customer to supplier
Customer to producer to supplier
Supplier to producer to customer
Customer to supplier to producer
Customer relationship management (CRM) is best described

as:
A focus on managing long term supplier relationships
Transactional guidelines when dealing with customers
Managing customers to promote your products
A marketing philosophy based on putting the customer first
Supply chains create value by:
Making transaction processing more efficient
Increasing profitability and return to shareholders
Providing multiple variants of products for customers
Developing more accurate forecasts

uestion No: 1 ( M - 1 ) .
Within the context of a supply chain, __________ is the ability of a logistics system to satisfy users in terms of
time, dependability, communication and convenience.
► Customer service
► Just-in-time inventory
► Distribution management
► Replenishment
Question No: 2 ( M - 1 ) .

Which of the following is the description of good sales people?
► On site support
► Problem solver
► Organized
► Empathetic
Operational customer relationship management supports which one of the following functions?
► Customer campaigns
► Front Office
► Data mining
► Effective interaction
Which of the following processes is MOST critical to the success of the firm?

► Resource-allocation
► Manufacturing and distribution
► Payment and billing
► Customer support/handling
Which of the following refers to the “lowest” level of strategy?

► Financial strategies
► Marketing strategies
► Operational strategies
► HR strategies
The skill to stimulate someone to take action refers to which of the following?
► Skill to foresee
► Skill to speed up response
► Skill to listen
► Skill to induce
Which of the following is the act of designing the company’s offering and image to occupy a distinctive place in
the mind of the target market?
► Segmenting
► Positioning
► Targeting
► Imaging
The customer relationship involves tracking the full range of interactions with prospects and customers EXCEPT:
► Customer service and support interaction
► Sales interaction
► Marketing interaction
► Higher management activities
Which of the following process consists of the buying and selling of products or services over electronic systems
such as the internet and other computer networks?
► E-mail Marketing
► Web Personalization
► Sales force Automation
► E-commerce
Question No: 10 ( M - 1 ) - Please choose on

Salesforce.com was one of the first to deliver customer relationship management (CRM) software over the
internet. Many companies are using CRM to create more sales with existing customers. All of these companies
are banking on the increasing importance of __________ as a growing source of sales.
► Media convergence
► Distribution elasticity
► E-commerce
►Sales force automation
Front Office CRM Systems covering real-time aspects of sales related activity is referred to as:
►Sales Force Automation
► CRM Customer Services
► CRM Customer Communications
► Automated Marketing
Which of the following is NOT a characteristic of the Business-to-Business arena?
► Large markets
► Wide geographic spread
► Complex buyer behavior
► Low volume of transactions

The phase in the selling process in which the salesperson gathers as much information about the prospective
client before the sales call is called:
►Prospecting
►Targeting
► The approach
► Pre-approach
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Negotiation is a give and take activity in which both parties try to shape a deal that satisfies both of them; it
reflects which one of the following negotiation?

► Standard negotiation
► Co-operative negotiation
► Collusive negotiations
► Competitive negotiation

“Lead tracking, distribution and management” are functional components of which of the following?
►Marketing application
► Sales application
► Support application
► Customer service
Electronic booksellers like amazon.com and barnesandnoble.com are likely to enjoy strong sales in the
future because books are a product category that:

► Can be delivered digitally

► Are highly standardized
► Require audio or video demonstration
► Do not require pre-purchase trial
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Which of the following is the application of insight to create relevant interaction or communication with
consumers, customer’s channels suppliers and partners that build value relationships
► Combine
► Correlate
► Cognize
► Connect
“The process to impart information from a sender to a receiver with the use of a medium” reflects which
one of the following concepts?
► Channel
► Decoding
► Communication
► MessageQuestion No: 19 ( M - 1 ) .
The ability to communicate effectively
► Can be learned
► Depends on the education level of those around you
► Depends on not using technology to send messages

► Is a natural talent that cannot be learned
A good, service, or idea consisting of a bundle of tangible and intangible attributes that can satisfy consumers is
called a:
► Commodity
► Product
► Durable good
► Nondurable good
The target market for cookbooks is predominantly female and over 25 while the readership for comic books is
mainly males between the ages of 15 to20. This is important __________ information for a publisher to know.
► Psychographic
► Socioeconomic
► Demographic
► Geographic
Customer satisfaction with the purchase of a product is dependent upon what?
► The product's performance relative to the buyer's expectations
► The product's performance relative to the price
► The product's performance relative to the service
► The product's performance relative to the quality
A loyal customer has which kind of the relationship with the organization?
► No relationship

► Indifferent relationship
► Emotional relationship
► Transactional relationship
Which of the following tracks all the steps in the sales process
► None of the given options
► SCM
► SFA
► CRM
In property development, customer relationship is based on which of the following factors?
► Attitudes
► Money
► Trust
► Convenience
Which of the following does not drive the growth of direct marketing?
►Technology
► Customer perceptions
► Poduct
► Market changes
Which of the following is NOT a benefit of direct marketing?
► Convenience
► Interactive
►Customer relationship building
► Assists client prospecting
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Inquisitive is the characteristic of which of the following category?
► Hypocritical mood customer
► Complaining mood customer
►Objection mood customer
► Indifference mood customer
Which of the following is a person’s pattern of living as expressed in his or her psychographics?

► Social class
►Lifestyle
► Culture
► Personality
The buyer-supplier relationship characterized by a close cooperative relationship where the seller adapts to meet
the customer's needs without expecting much adaptation or change on the part of the customer in exchange is
referred to:
► Customer is king
►Buyer-supplier relationship is transctional
► Supplier is king
► None of the given option
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Internal strengths and weaknesses are usually referred to as
► Uncontrollable activities within an organization
►Controllable activities within an organization
► Most important for shareholders and stakeholders
► Important as external opportunities and threat
Karen's company just finished meeting with the consultants who delivered a 4-year plan of renovation for a
company. Which part of the strategic landscape has been described in this statement?
► Strategy assessment
► Strategy implementation
►Strategy formulation
► Strategy initiation
When an organization understands the psyche of people at large scale through research and marketing activities
towards organization and product is known as
► Formulation and implementation of an organization's procedures
► Good-will through a two way communication process
► Coordination of communications programs public
► Evaluation of public attitudes and opinion
After shopping at www.americangirl.com , Mr.A received an e-mail from the online retailer of dolls and doll
accessories that told him when the doll would be shipped and when it should arrive at him house. The e-mail is
an important element of which one of the seven elements of web design?
► Content
► Clarity
► Customization
► Communication
Identify which is NOT the part of Modules of CRM
► Advanced technologies
► Functional components
► Financial components
► Channel
In which of the following phase of CRM, a business relies on CRM software tools and databases to help the
company proactively identify and reward its most loyal and profitable customers to expand their business via
targeted marketing and relationship marketing programs.
► Satisfied
► Retain
►All of the given options
► Acquire
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The changing demographics of global consumers has tremendous implications on the nature of opportunities for
organizations. In view of this which of the following statements in incorrect
►Global marketers need to face up to the challenges.
► This can only be regarded as a major threat to the survival of today's organizations as it
will bring significant costs to them.
► There has been a reduction in birth rates in many developed economies.

► Businesses need to develop and market products and services that cater to the changing needs of
the ageing consumers
http://www.oup.com/uk/orc/bin/9780199239429/01student/mcqs/ch01/?view=Standar
Which of the following is the best example of a people-based service
► Vending machines
► Airlines
► Appliance repair
► Movie theater
Any single product or service can deliver
► Same benefits to different customers
► Same benefits to delighted customers
► Different benefits to different customers
► Same benefits to loyal customer
In a recent agreement with South African Fruit Growers Cooperative, UPS contracted to transport its produce to
supermarkets in Great Britain. In marketing terminology, the supermarkets are an example of __________, and
the people who buy the fruit are examples of ___________.
► Ultimate consumers; organizational buyers
► Organizational users; individual users
► Broad markets; narrow markets
► Organizational buyers; ultimate consumer
It is likely that global competition will become more fiercely intensive because:
► Organizations are forming alliances with other market players.
► Competitors are becoming more aggressive.

► Competitors can seemingly access any international market and compete freely.
► Competitors are increasing in size and have more resources to compete
http://www.oup.com/uk/orc/bin/9780199239429/01student/mcqs/ch01
Which one of the following options is NOT considered a major area on which customer relationship management
focuses?
► Expansion of customer base
► Reduction of advertising costs
► Gaining new customers but no focus on existing ones
► Personal information gathering and processin
Question No: 43 ( M - 3
How CRM does help to grow business?
How ''moments of truth'' contribute to the image of an organization
What is sales cycle and how it is affected by the sale people behaviors?
Question No: 46 ( M - 5 )
Now business organization’s focus has been converted from product driven environment to customer-driven and
value-focused environment. How customer-driven and value-focused environment affect business activities to
enhance performance and profitability of the organization


“The lifetime value of individual customers is predictable” Critically analyze the statement
Today, every organization is exclusively used the term “360-degree view of the customer” in its marketing and
selling view. What is actually meant by 360-degree view of the customer? Why technology is important for the
application of 360-degree view of the customer how it works for organizational activities? What are the merits and
demerits of 360-degree view of the customer?
A new electronic company is entering in the local market, how will it create a good image by using reputation
management? How good reputation will affect the organizational internal environment on the whole?
uestion # 1 of 15 ( Start time: 03:14:50 PM ) Total M - 1

Marketing relationships are:
Select correct option:
Intensely personal, like human relationships

Intended to deliver short-term customer satisfaction
Intended to deliver long-term customer satisfaction
The most important element of the marketing mix
Question # 2 of 15 ( Start time: 03:15:51 PM ) Total M - 1

Strategic drift, where strategies progressively fail to address the strategic position of the
organization, is frequently followed by:
A change of CEO
Transformational change
Transformational change or demise
Transactional change

In which case, probability of customer incraese to become a defector?
Complaints not expressed but resolved

Complaints expressed and resolved
Complaints not expressed and not resolved
Complaints expressed but not resolved

Companies can build interest and enthusiasm by using databases to remember customer
preferences. This strategy helps to which of the following?
Identify prospects
Avoid serious customer mistakes
Reactivate dormant customers
Deepen customer loyalty
The acronyms that we use for FUD is:
Fear, Uncertainty, Divisions

Fear, Uncertainty, Doubts
Fear, Understandings, Doubts
Fear, Understand, Debits

Customer service facilitation includes EXCEPT:
Divert attention of customer

Resolve problem
Improve efficiency
Provide full information

Customer relationship management applications dealing with the analysis of customer data to
provide information for improving business performance best describes by which of the
following?
Generic customer relationship management applications

Supply chain management applications.
Analytical customer relationship management applications
Operational customer relationship management applications

Horizon cat food mailed a packet of catnip seed to every person who visited its website. Along
with the catnip seed was a note that advised consumers to visit www.horizon.com if they wanted
to create a cat-friendly garden. This illustration is the best use of which concept for approaching
prospect customer?
Print advertising
Direct marketing
Personal selling
Public relations

Which one of the following terms deals with the same product availability in different weights?
Proliferation of Labeling
Proliferation of Imaging
Proliferation of Packaging
Proliferation of Brand

All helps to prevent customers’ defection EXCEPT:
Compulsion due to technological and environmental forces

Attempt to Track Losses
Customers Specific Approach
Customer Win—Back Program

The marketing concept holds that customers will remain loyal if:
The company produces a product with enough features to satisfy everybody

The company's marketing activities are persuasive enough.
A company offers numerous 'specials'.
The customers' needs are met at a price that represents value for money.

Which of the following statements is correct?
Acquiring customers is on tenth the cost of retaining customers

Retaining customers is same as the cost of acquiring new customers
Retaining customers is on fifth the cost of acquiring new customers
Retaining customers is on tenth the cost of acquiring new customers

Personal selling is an effective tool to assist the buying process, especially for high priced
products. Personal selling is not commonly used for which of the following purposes?
Building up buyer's preferences

Pressurizing the customer into making a decision
To create static images only
Developing customer convictions and feelings about a product and company

What is not the part of an effective integrated advertising campaign?
Precision of message
Cultivation of customer relationships
Impact
Static images only

With respect to customer satisfaction, which of the following is referred as the key to success?
Preference
Up-to-date Supply
Courtesy
Enthusiasm
. The operational provides support to
Ans: front-office
2. System engineer primary role is to do
Ans: technical support

3. Brand reputation helps a website stand out from its
Ans: competition
4. The careful implementer will adopt a
Ans: piloting approach
5. Which of the following is true for classification
Ans: a subdivison of a set
6. Cross-selling is the process of
Ans: encouraging customers to purchase products
7. From a hard ROI perspective, can truly result in revenue or cost savings
through
Ans: DECREASE CUSTOMER ATTRIATION
8. Difference between customers evaluation including all costs incurred and

benefits is called
Ans: Customer perceived value
9. A firm identifies the target market, needs and wants of customer through
Ans: Marketing Research
10. What is the last stage of consumer decision process?
Ans: post purchase behaviour
11. Customer Relationship Management is about
Ans: All the options
12. First step in analysis of customer value is to
Ans: identify customers value attributes
13. Perceived monetary value of all benefits which customers expect from a given
product because of brand image is called
Ans: total customer benefit
14. In relationship marketing firms focus on _ relationships with _
Ans: long-term; customers and suppliers
15. _ is the fundamental determinant of a person’s wants and behaviour
Ans: Culture
16. Indian marketers use a term called socioeconomic classification, which is
based on the __ of chief wage earner.
Ans: education and occupation
17. CMS stands for
Ans: content management system
18. All costs customer expects to incur to buy any market offering is called
Ans: total customer cost
19. HOLISTIC MARKETERS ACHIVE
Ans: BUILDING CUSTOMER LOYALITY
20. The main drawback of is
Ans: all options are valid
21. An operational system is which of the following
Ans: A system that is used to run the business in real time and is based on current data
22. Customized products and services for customers and interaction to individual
customers are part of
Ans: customer relationship management
23.__ marketing has the aim of building mutually satisfying long-term relations

with key parties such as customer, suppliers, distributor
Ans: Direct
24. Which one of the following is a key to build lasting relationships with
consumers?
Ans: Customer satisfaction
25. A person or company that yeilds a revenue more than
Ans: Profitable customers
Must Read:
 CRM MCQs (Multiple Choice Questions)

 PL/SQL Interview Questions
 . Technology can help in…
 Ans: D. all of the above ( designing direct marketing efforts, developing new
pricing models, processing transactions faster )
 2. CRM requires a clear understanding of….
 Ans: Customer focus
 3. Classification and regression are the properties of…
 Ans: data mining and machine learning
 4. The most basic level of a product is called the
 Ans: Core product
 5. Operational generally refers to
 Ans: Taking care of customers
 6. The project manager owns the project from point of view of
 Ans: Customers
 7.___ exerts the broadest and deepest influence on buying behavior.
 Ans: cultural factors
 8. Third step in customer value analysis
 Ans: assessing company performance and monitoring competitors performance
 9. Marketing strategies are often designed to influence——– and lead
to…………………….
 Ans: Consumer decision making and lead to profitable exchanges
 10. Process of managing information about customers to maximize loyalty is
said to be
 Ans: Customer Relationship Management(CRM)
 11. Anything that can be offered to a market for attention, acquisition, use, or
consumption that…
 Ans: product
 12. What is the last stage of the consumer decision process…
 Ans: Post-purchase behavior
 13. Which of the following is not involved in data mining?
 Ans: DATA TRANSFORMATION
 14. Consumers who always buy the same brand are called _
 Ans: hardcore loyal
 15. Contact management maintains contact information using?
 Ans: an address book or an Excel or Google spreadsheet with entries
 16. No single vendor currently provides all the required
 Ans: application
 17. Sales automation functionality might include
 Ans: forecasting
 18. CRM is an integrated management system focused on
 Ans: Customers
 19. Which of the following is not involved in data mining
 Ans: Data Transformation
 20. There are two methods for distributing sales leads
 Ans: push or pull
 21. This is the practice of dividing a customer base into groups of individuals
that are similar in specific ways relevant to marketing, such as age, gender…
 Ans: Customer Segmentation
 22. Search Engine optimization is used to Improve…
 Ans: Ranking
 23. Whole Cluster of benefits When Company
 Ans: VALUE PROPOSITION
 24. Inventory and back office system integration must be…
 Ans: REAL-TIME
 25. Marketing managers should adapt the marketing mix to __ and constantly monitor value
changes and differences in both domestic and differences in both domestic and global
markets.
 Ans: Cultural values

The Acronym CRM Stands For

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The acronym CRM stands for:

a) consumer relationship marketing

What is a data warehouse?

A collection of logistical, analytical, and heuristic models

The repository for all relevant customer and prospect information

An older form of a data mart

None of the above

A goal of inventory management is:

Target market goals

Low level of expenses

Balance sheet results

Which of the following is true about forecasting?

It should be done once a year

It is more accurate for groups than for individual items

It should be conducted by the supply chain leadership

Which of the following describes the typical flow of cash in

Producer to customer to supplier

Customer to producer to supplier

Supplier to producer to customer

Customer to supplier to producer

Customer relationship management (CRM) is best described

A focus on managing long term supplier relationships

Transactional guidelines when dealing with customers

Managing customers to promote your products

A marketing philosophy based on putting the customer first

Supply chains create value by:

Making transaction processing more efficient

Increasing profitability and return to shareholders

Providing multiple variants of products for customers

Developing more accurate forecasts

► Customer service

► Just-in-time inventory

► Distribution management

Question No: 2 ( M - 1 ) .

► On site support

► Problem solver

Question No: 3 ( M - 1 ) .

► Data mining

► Effective interaction

Question No: 4 ( M - 1 ) .

Which of the following processes is MOST critical to the success of the firm?

► Payment and billing

► Customer support/handling

Question No: 5 ( M - 1 ) .

Which of the following refers to the “lowest” level of strategy?

► HR strategies

Question No: 6 ( M - 1 ) .

► Skill to speed up response

► Skill to listen

► Skill to induce

Question No: 7 ( M - 1 ) .

Question No: 8 ( M - 1 ) .

► Customer service and support interaction

► Sales interaction

► Marketing interaction

► Higher management activities

Question No: 9 ( M - 1 ) .

► Sales force Automation

Question No: 10 ( M - 1 ) - Please choose on