Customer Relationship Management Crm Set 1
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This set of Customer Relationship Management (CRM) Multiple Choice Questions & Answers (MCQs) focuses on Customer Relationship Management Crm Set 1
Q1 | Customer Relationship Management is about
- acquiring the right customer
- instituting the best processes
- motivating employees
- all of the above
Q2 | CRM technology can help in
- designing direct marketing efforts
- developing new pricing models
- processing transactions faster
- all of the above
Q3 | 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
Q4 | _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.
- data mining
- data survey
- crm
- none of the above
Q5 | The main drawback of CRM is
- implementing crm before creating a customer strategy
- rolling out crm before changing the organization to match
- stalking, not wooing, customers
- all of the above
Q6 | The marketing messages committed to customers wishes is a part of
- permission marketing
- activity marketing
- supplier marketing
- none of the above
Q7 | 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
Q8 | _______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
Q9 | _________ 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
Q10 | A consumer buying behavior is influenced by
- cultural and social factors
- personal factors
- both a and b
- none of the above.
Q11 | ________ exerts the broadest and deepest influence on buying behavior.
- social factors
- international factors
- personal factors
- cultural factors
Q12 | ________ is the fundamental determinant of a person’s wants and behavior.
- culture
- attitude
- value
- none of the above
Q13 | Indian marketers use a term called socioeconomic classification, which is based on the _______ of chief wage earner.
- education
- occupation
- both a and b
- none of the above
Q14 | Socioeconomic system classifies urban households into _____ broad categories.
- 4
- 8
- 6
- none of the above
Q15 | For the rural areas, the socioeconomic system use _________ of the chief wage earner.
- occupation and type of home
- education and occupation
- education and type of home
- none of the above
Q16 | Socioeconomic system classifies rural households into _____ broad categories.
- 8
- 6
- 4
- none of the above
Q17 | Social class is indicated by ________variables.
- single
- several
- none
- none of the above
Q18 | A person’s _________ are all the groups that have a direct or indirect influence on their attitudes or behavior.
- inspirational groups
- reference groups
- dissociative groups
- none of the above
Q19 | Process of manage information about customers to maximize loyalty is said to be
- company relationship management
- supplier management
- retailers management
- customer relationship management
Q20 | In buyer decision process, percentage of potential customers in a given target market is called
- customer funnel
- company funnel
- marketing funnel
- retailers funnel
Q21 | Aggregate value of customer's base is classified as
- shareholder value
- base value
- retention value
- marketers base value
Q22 | Record which is based on business customers past purchases, sales price and volumes is classified as
- business database
- customer database
- databases marketing
- company marketing
Q23 | Whole cluster of benefits when company promises to deliver through its market offering is called
- value proposition
- customer proposition
- product proposition
- brand proposition
Q24 | Third step in customer's value analysis
- assessing attributes importance
- assessing company\s performance
- monitoring competitors performance
- both b and c
Q25 | All costs customer expects to incur to buy any market offering is called
- total economic cost
- total functional cost
- total customer cost
- total functional cost