You can study Customer relationship management mcq set 6 for your assignment and exam. View all mcq and quiz of CRM.
QN201. Choice Reduction and Habit is a component of —-
Answer
Answer: Customer loyalty
QN202. Binary response behaviour is the —- kind of response behaviours.
Answer
Answer: Simplest
QN203. Full form of CAC is —-
Answer
Answer: Customers Acquisition Cost
QN204. —- include the methodologies and systems to manage customer prospects and inquiries, generally generated by a variety of marketing techniques.
Answer
Answer: Customers acquisition management
QN205. The best medium to deliver promotional messages to a clearly identifiable set of customers or prospective new customers is —-
Answer
Answer: Direct mail
QN206. Companies that tend to be past-oriented use the —- strategy.
Answer
Answer: laissez-faire
QN207. When adopting an —- strategy, an actor ignores the customers and concentrate on the expectations expressed within own organisation.
Answer
Answer: introvert
QN208. —- strategists focus heavily on the future of a company or organization and the well-being of the staff.
Answer
Answer: Intro-proactive
QN209. Co-proactive strategy in managing expectations is the one needed in —- relationships.
Answer
Answer: Committed
QN210. An —- strategy is appropriate in situations where the company management can rely on the employees’ commitment,
Answer
Answer: extrovert
QN211. When wee consider 360 degree marketing, it include studying —- components of it.
Answer
Answer: Four
QN212. —- involves the marketing that all marketers know and love
Answer
Answer: The external market
QN213. The concept of marketing inside your own organization relates to —-
Answer
Answer: The internal marketing
QN214. Better motivated and enthusiastic sales and customer service staff is a —- for the internal market.
Answer
Answer: Reward
QN215. Shareholders can also be termed as —-
Answer
Answer: Stakeholder
QN216. Data mining expectations need to be —-
Answer
Answer: Realistic
QN217. Neural networks are non —-
Answer
Answer: Linear
QN218. A —- is a structure that can be used to divide up a large collection of records into successively smaller sets of records by applying a sequence of simple decision rules.
Answer
Answer: Decision tree
QN219. Cluster analysis is used in marketing for market —-
Answer
Answer: Segmentation
QN220. —- techniques make possible a different approach to segmentation, namely cluster segmentation.
Answer
Answer: Data mining
QN221. There are —- strategies that are stated to increase cross & up selling
Answer
Answer: Six
QN222. —- is defined as selling an additional product when the customer is purchasing the original product.
Answer
Answer: Cross selling
QN223. —- is defined as selling a more expensive product instead of the product that the customer was originally purchasing.
Answer
Answer: Up selling
QN224. The first strategy of increasing cross and up selling states to deliver your best service to your —-
Answer
Answer: High valued customers
QN225. Successfully up selling a product results in an increase in —- , and ideally an increase in —-
Answer
Answer: Revenue; profits
QN226. If the outside world initiates contact, then the contact centre is said to be an —- contact centre.
Answer
Answer: Inbound
QN227. If the contact centre itself is responsible for initiating contact, then the contact centre is said to be an —- contact centre.
Answer
Answer: Outbound
QN228. Traditionally, contact centres have been called —-
Answer
Answer: Call centres
QN229. —- includes everything that leads to revenue i.e. sales, upgrades; customer retention, collections, and winning back previously lost customers.
Answer
Answer: Revenue
QN230. Frequent shuffling of customers from agent to agent is a —- of CCT.
Answer
Answer: Demerit
QN231. One of the fascinating things about contact centres is their never-ending pursuit of —-
Answer
Answer: Improvement
QN232. Full form of ACD is —-
Answer
Answer: Automatic Call Distributor
QN233. Full form of CTI is —-
Answer
Answer: Computer Telephone Integration
QN234. —- sends down a Web form with required text fields or an email form.
Answer
Answer: Web server
QN235. —- is like a telephone call, but instead of talking, the two people are typing their dialog.
Answer
Answer: Text chat
QN236. —- means sending the customer’s call to the person with the best skills to answer questions.
Answer
Answer: Skill based routing
QN237. Front office —- must be trained properly to function within the guidelines and policies of the lodging establishment.
Answer
Answer: Employees
QN238. A —- is a detailed listing of the tasks performed in a front office manager’s job, provides the basis for a sound job description.
Answer
Answer: Job analysis
QN239. The responsibility of communications within the hotel usually rests with the —-
Answer
Answer: Front office
QN240. The front office —- must be able to project incomes and related expenses, to interview, and to interact with potential business clients.
Answer
Answer: Manager
QN241. A company should evaluate —- along with various customer touch-point channels and compare —- against actual returns, through customer analytical reporting
Answer
Answer: Customer interactions, Anticipated ROI
