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| Subject: MKT610 fianl term spring 2009 Wed May 19, 2010 10:07 pm | |
| FINALTERM EXAMINATION Spring 2009 MKT610 - Customer Relationship Management Time: 120 min Marks: 81 Question No: 1 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Which of the following is the description of good sales people? ► On site support ► Problem solver ► Organized ► Empathetic
Question No: 3 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Operational customer relationship management supports which one of the following functions? ► Customer campaigns ► Front Office ► Data mining ► Effective interaction
Question No: 4 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 5 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Which of the following refers to the “lowest” level of strategy? ► Financial strategies ► Marketing strategies ► Operational strategies ► HR strategies
Question No: 6 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 7 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 8 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 9 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 11 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 12 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 13 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 [You must be registered and logged in to see this link.] Question No: 14 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 15 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] “Lead tracking, distribution and management” are functional components of which of the following? ►Marketing application ► Sales application ► Support application ► Customer service
Question No: 16 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 [You must be registered and logged in to see this link.]
Question No: 17 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 18 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] “The process to impart information from a sender to a receiver with the use of a [You must be registered and logged in to see this link.]” reflects which one of the following concepts? ► Channel ► Decoding ► Communication ► Message
Question No: 19 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 20 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 21 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 22 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 23 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] A loyal customer has which kind of the relationship with the organization? ► No relationship ► Indifferent relationship ► Emotional relationship ► Transactional relationship
Question No: 24 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Which of the following tracks all the steps in the sales process? ► None of the given options ► SCM ► SFA ► CRM
Question No: 25 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] In property development, customer relationship is based on which of the following factors? ► Attitudes ► Money ► Trust ► Convenience
Question No: 26 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Which of the following does not drive the growth of direct marketing? ►Technology ► Customer perceptions ► Poduct ► Market changes
Question No: 27 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Which of the following is NOT a benefit of direct marketing? ► Convenience ► Interactive ►Customer relationship building ► Assists client prospecting [You must be registered and logged in to see this link.]
Question No: 28 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Inquisitive is the characteristic of which of the following category? ► Hypocritical mood customer ► Complaining mood customer ►Objection mood customer ► Indifference mood customer
Question No: 29 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Which of the following is a person’s pattern of living as expressed in his or her psychographics? ► Social class ►Lifestyle ► Culture ► Personality
Question No: 30 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 options
[You must be registered and logged in to see this link.] Question No: 31 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 threats
Question No: 32 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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
Question No: 33 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 opinions
Question No: 34 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] After shopping at [You must be registered and logged in to see this link.], 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
Question No: 35 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Identify which is NOT the part of Modules of CRM? ► Advanced technologies ► Functional components ► Financial components ► Channels
Question No: 36 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 [You must be registered and logged in to see this link.]
Question No: 37 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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. [You must be registered and logged in to see this link.]
Question No: 38 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] Which of the following is the best example of a people-based service? ► Vending machines ► Airlines ► Appliance repair ► Movie theaters
Question No: 39 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 customers
Question No: 40 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 consumers
Question No: 41 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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. [You must be registered and logged in to see this link.]
Question No: 42 ( Marks: 1 ) - Please choose one[You must be registered and logged in to see this image.] 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 processing
Question No: 43 ( Marks: 3 )[You must be registered and logged in to see this image.] How CRM does help to grow business? Answer [You must be registered and logged in to see this image.] Question No: 44 ( Marks: 3 )[You must be registered and logged in to see this image.] How ''moments of truth'' contribute to the image of an organization? Question No: 45 ( Marks: 3 )[You must be registered and logged in to see this image.] What is sales cycle and how it is affected by the sale people behaviors? Question No: 46 ( Marks: 5 )[You must be registered and logged in to see this image.] 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? Question No: 47 ( Marks: 5 )[You must be registered and logged in to see this image.] “The lifetime value of individual customers is predictable” Critically analyze the statement. Question No: 48 ( Marks: 10 )[You must be registered and logged in to see this image.] 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? Question No: 49 ( Marks: 10 )[You must be registered and logged in to see this image.] 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? | |
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