You can study Customer relationship management mcq set 2 for your assignment and exam. View all mcq and quiz of CRM
QN41. ERP stands for:
(a) Enterprise Regional Planning
(b) Enterprise Regional Placing
(c) Enterprise Resource Planning
(d) None
Answer
Answer: (c) Enterprise Resource Planning
QN42. EFT stands for:
(a) Electronic Fund Transfer
(b) Electronic Foreign Transfer
(c) Electrical Fund Transfer
(d) None
Answer
Answer: (a) Electronic Fund Transfer
QN43. EDI stands for:
(a) Electronic Diagram Interchange
(b) Election Document Interface
(c) Electronic Data Interchange
(d) All of the above
Answer
Answer: (c) Electronic Data Interchange
QN44. Daily newspapers have to follow —- segmentation.
(a) Lifestyle
(b) Geographic
(c) Income
(d) Benefit
Answer
Answer: (b) Geographic
QN45. Cosmetics companies segment the market on the basis of —-
(a) Geography
(b) Demography
(c) Income
(d) Social class
Answer
Answer: (b) Demography
QN46. When individuals are guided in their choices by their beliefs and principles and not by feelings, desires and events, they are said to be motivated by —-
(a) Ideals
(b) Achievements
(c) Self-expression
(d) Action
Answer
Answer: (a) Ideals
QN47. —- try to emulate those with higher incomes and possessions, generally beyond their reach.
(a) Believers
(b) Achievers
(c) Strivers
(d) Survivors
Answer
Answer: (c) Strivers
QN48. Segmentation on the basis of which of the following variables is not a part of behaviouristic segmentation?
(a) Usage rate
(b) User status
(c) Loyalty status
(d) User opinions
Answer
Answer: (d) User opinions
QN49. Markets which are not separated by the marketers for the purpose of promotion are called —- markets.
Answer
Answer: Non-segmented
QN50. HUL produces and promotes different versions of All Clear Shampoos. This is a case of —- marketing.
Answer
Answer: Differentiated
QN51. For Hero Honda Karizma, Tata Nano is also a potential competitor.
(a) True
(b) False
Answer
Answer: (a) True
QN52. The logos and mascots of the company, like Air India’s Maharaja, can be used for positioning the offering.
(a) True
(b) False
Answer
Answer: (a) True
QN53. When Hertz says, we are Hertz, they are not, they are positioning on the basis of quality.
(a) True
(b) False
Answer
Answer: (b) False
QN54. Castrol’s tagline- ‘It’s not just oil, its liquid engineering’, indicates positioning by product class.
(a) True
(b) False
Answer
Answer: (a) True
QN55. When Lufthansa says, there is no better way to fly, they are positioning on the basis of competition.
(a) True
(b) False
Answer
Answer: (a) True
QN56. The brands like Ponds, Head and Shoulders, All Clear, Dove etc. are all victims of under positioning.
(a) True
(b) False
Answer
Answer: (b) False
QN57. Too much positioning by creating many associations with the brand can confuse the customers.
(a) True
(b) False
Answer
Answer: (a) True
QN58. ACD stands for:
(a) Automatic Customer Detection
(b) Automatic Call Distribution
(c) Automatic Call Decision
(d) None
Answer
Answer: (b) Automatic Call Distribution
QN59. CPG stands for:
(a) Customer Packaged Goods
(b) Consumer Packing Goods
(c) Consumer Packaged Goods
(d) None
Answer
Answer: (c) Consumer Packaged Goods
QN60. Customer Equity is the Net Present Value of a customer from the perspective of a supplier.
(a) True
(b) False
Answer
Answer: (a) True
QN61. Relationship marketing some times is referred to as Customer Relationship Management(CRM).
(a) True
(b) False
Answer
Answer: (a) True
QN62. Customer satisfaction is not a reaction to value received.
(a) True
(b) False
Answer
Answer: (b) False
QN63. Customers consume physical and digital products.
(a) True
(b) False
Answer
Answer: (a) True
QN64. By enabling direct customer interaction, CRM has changed every sphere of activity.
(a) True
(b) False
Answer
Answer: (a) True
QN65. A CRM solution is a stand-alone solution.
(a) True
(b) False
Answer
Answer: (b) False
QN66. ERP offered the means to optimize resource planning at the enterprise level but there was still no means of connecting to the customer.
(a) True
(b) False
Answer
Answer: (a) True
QN67. CRM proved to be revolutionary for the business success.
(a) True
(b) False
Answer
Answer: (a) True
QN68. CRM is as important for an organization as is the blood to human beings.
(a) True
(b) False
Answer
Answer: (a) True
QN69. Data protection statutes do not bar the collection of data.
(a) True
(b) False
Answer
Answer: (a) True
QN70. Primarily Europe, Asia and America countries have not enacted privacy legislations.
(a) True
(b) False
Answer
Answer: (b) False
QN71. In 1989, the OECD drafted a first set of guidelines regarding privacy
(a) True
(b) False
Answer
Answer: (b) False
QN72. Full form of TDF is transborder data flows.
(a) True
(b) False
Answer
Answer: (a) True
QN73. Eavesdropping is efficient because it forces the participants in a communication to disguise the content of their transmission.
(a) True
(b) False
Answer
Answer: (b) False
QN74. The TPA applies to Banks.
(a) True
(b) False
Answer
Answer: (a) True
QN75. The goal of touch-point analysis is to increase profits of Banks.
(a) True
(b) False
Answer
Answer: (b) False
QN76. A customer experience begins and ends at a transaction.
(a) True
(b) False
Answer
Answer: (b) False
QN77. e-CRM is different from traditional concept of customer service.
(a) True
(b) False
Answer
Answer: (a) True
QN78. Application servers do not drive the pure Internet CRM applications.
(a) True
(b) False
Answer
Answer: (b) False
QN79. CSS applications are helping organisations make a transition from cost centres to profit centres.
(a) True
(b) False
Answer
Answer: (a) True
QN80. ERP attempts to bridge the gap between the SCM and CRM.
(a) True
(b) False
Answer
Answer: (a) True
