You can study Customer relationship management mcq set 3 for your assignment and exam. View all mcq and quiz of CRM
QN81. Sales force automation systems can’t create competitive advantage.
(a) True
(b) False
Answer
Answer: (b) False
QN82. The SFA gives the sales team the ability to access and manage critical sales information using a PDA device.
(a) True
(b) False
Answer
Answer: (a) True
QN83. Real time information can be viewed on the handheld device.
(a) True
(b) False
Answer
Answer: (a) True
QN84. SFA packages typically include a Web-ready database, an e-mail package, and customizable template.
(a) True
(b) False
Answer
Answer: (a) True
QN85. —- is a term often used in marketing literature.
Answer
Ans: Relationship marketing
QN86. With the product quality at all time highs, manufacturers find it increasingly difficult to gain —- based solely on product attributes.
Answer
Ans: competitive advantage
QN87. The idea of CRM is that it helps businesses use —- and —- to gain insight into the behaviour of customers and the value of those customers.
Answer
Ans: technology, human resources
QN88. The strategic benefits of customer relationship management allow companies to reduce the cost of—-
Answer
Ans: customer acquisition
QN89. —- is responsible for automating all sales related processes.
Answer
Ans: SFA
QN90. —- is responsible for automation of marketing related processes.
Answer
Ans: EMA
QN91. —- allows subscribers to serve themselves via various means offered by the service providers.
Answer
Ans: Customer care
QN92. Rapidly advancing technology means —- ways in which how business is to be conducted.
Answer
Ans: e-structuring
QN93. The —- is responsible for all aspects of the implementation, including cost control, quality and testing, and customer satisfaction.
Answer
Ans: Project Manager (PM)
QN94. —- is a vital function, especially for businesses that are scattered beyond one office.
Answer
Ans: Reporting
QN95. —- will then set up a development environment that mirrors the customer site as closely as possible.
Answer
Ans: effective implementation partner
QN96. Throughout the customization period, the —- demonstrates the functionality to the customer and solicits customer response.
Answer
Ans: development team
QN97. —- has attracted the expanded attention of scholars and practitioners.
Answer
Ans: Customer relationship management
QN98. The interest of HR in —- lies in its systematic approach to managing relationships.
Answer
Ans: CRM
QN99. —- should embrace new technologies, especially such useful and ready-made ones as CRM software tools.
Answer
Ans: Human resources
QN100. A recent study by —- indicates that 57 per cent of the companies surveyed could not justify investment in customer service programmes because of the difficulty in measuring their impact on profitability.
Answer
Ans: Forrester Research
QN101. While implementing CRM an organisation should focus more on the —- aspect rather than the —- aspect.
Answer
Ans: “CR” (Customer Relationship)
QN102. The goal in —- is to carefully manage a company’s name, brands, slogans and symbols, otherwise known as brand equity.
Answer
Ans: brand building
QN103. —- compares price and quality (or value) of a product against competitors.
Answer
Ans: CVA
QN104. The —- has evolved from its early use as a simple performance measurement framework to a full strategic planning and management system.
Answer
Ans: balanced scorecard
QN105. —- is typically used to judge the appropriateness of the costs of acquisition of a customer.
Answer
Ans: Lifetime Value
QN106. Building —- is the basic platform of relationship formation.
Answer
Ans: customer loyalty
QN107. Customer loyalty is a company’s ability to retain—-
Answer
Ans: satisfied customers
QN108. —- is measured by the proportion of purchase the number of times the most frequently purchased brand is purchased, divided by the total number of times the product category is purchased.
Answer
Ans: Behavioural brand loyalty
QN109. —- is a post-purchase or post-choice evaluation that results from a comparison between those pre- purchase expectations and actual performance.
Answer
Ans: Customer satisfaction
QN110. —- exist when one party has confidence that he or she can rely on the other exchange partner.
Answer
Ans: Trust
QN111. —- is multi-faceted and more than a repetition of a behaviour.
Answer
Ans: Loyalty
QN112. —- is a process of gradually weaving down.
Answer
Ans: Attrition
QN113. —- are to be viewed as opportunities given by customers for gearing the operations of the organisations towards value-added performance.
Answer
Ans: Complaints
QN114. The gaps between product or service providers and users must be identified and bridged, which in turn would lead to a high degree of—-
Answer
Ans: customer retention
QN115. Needs may be classified under three heads namely: —-, and—-
Answer
Ans: Basic needs, Articulated needs
QN116. A —- would be satisfied if all his latent and expressed doubts are clarified.
Answer
Ans: suspicious customer
QN117. —- is a state of mind that occurs when the customer feels that his expected requirement is fulfilled by what is offered by the organisation.
Answer
Ans: Satisfaction
QN118. Effective —- practiced would indicate the quality standard of the input process, output, and other related aspects as viewed by the organisation’s internal customers.
Answer
Ans: internal marketing
QN119. A —- customer is the one who will not complain.
Answer
Ans: Meek Customer
QN120. A —- customer expects the absolute best and is willing to pay for it.
Answer
Ans: The High-Roller
