MKT610 Customer Relationship Management Solved

MKT610 Customer Relationship Management Solved

 MKT610 Customer Relationship Management,MKT610 Customer Relationship Management quiz,MKT610 Customer Relationship Management solved paper,MKT610 Customer Relationship Management solved quiz,

Question No: 1

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      

Which of the following is the description of good sales people?

       ► On site support

       ► Problem solver

       ► Organized

     ► Empathetic

Question No: 3      

Operational customer relationship management supports which one of the following functions?

       ► Customer campaigns

       ► Front Office

       ► Data mining

       ► Effective interaction

Question No: 4   

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      

Which of the following refers to the “lowest” level of strategy?

       ► Financial strategies

       ► Marketing strategies

       ► Operational strategies

       ► HR strategies

Question No: 6      

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     

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      

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      

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     

Salesforce.com was one of the first to deliver customer relationshipmanagement (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      

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    

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      

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

Question No: 14      

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     

“Lead tracking, distribution and management” are functional components of which of the following?

      ►Marketing application

       ► Sales application

       ► Support application

       ► Customer service

Question No: 16     

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

Question No: 17     

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      ( M – 1 ) .

“The process to impart information from a sender to a receiver with the use of a medium reflects which one of the following concepts?

       ► Channel

       ► Decoding

       ► Communication

       Question No: 19     

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     

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