Scribd
Upload
503 views4 pages

MKT 610 Final Term August 07

This document contains a 53 question exam on customer relationship management. The questions cover a range of CRM topics including telemarketing, complaint handling, privacy programs, data analysis, segmentation, and CRM systems. The exam consists of 48 multiple choice questions worth 1 mark each, and 5 essay questions worth between 3-5 marks related to customer satisfaction, expectations, exploration warehouses, sales challenges, and the characteristics of CRM professionals.

Uploaded by

mc090200215
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
503 views4 pages

MKT 610 Final Term August 07

This document contains a 53 question exam on customer relationship management. The questions cover a range of CRM topics including telemarketing, complaint handling, privacy programs, data analysis, segmentation, and CRM systems. The exam consists of 48 multiple choice questions worth 1 mark each, and 5 essay questions worth between 3-5 marks related to customer satisfaction, expectations, exploration warehouses, sales challenges, and the characteristics of CRM professionals.

Uploaded by

mc090200215
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
You are on page 1/ 4

MKT610-Customer Relationship Management spring 2010 finals

Total Questions = 53
MCQ’s = 48 Marks
2 Questions = 3 Marks each
3 Questions = 5 Marks each

Question # 1
Telemarketing in B2B has increased at the expense of which concept.
Select correct option:

Personal selling
Direct mail
Advertising
Promotions

Question # 2
Logic and reasoning are helpful for which one of the following categories?
Select correct option:

Message understanding
Critical listening
Responding to message
Receiving a message
Question # 3
Why would developing a privacy program be worthwhile for a company?
Select correct option:

Privacy policies are required by law


In order to demonstrate its lack of respect for customer privacy
To keep company secrets "in house"
So competitors can't steal its information

Question # 4
Within our own organization, all works, efforts and objectives should focus on
customers designing of product, ease and comfort to users, quality steadfastness
are known as:
Select correct option:

Product Based Culture


Customer Success Factor
Customer-Based Measures
Customer-Based Culture (Page # 16)

Question # 5
How can complaints provide the firm with great value?
Select correct option:

They provide a chance to prove the company is right


They can be a source of information for a company
Resolving those ties up important resources
They offer an opportunity to shed bad customers
Question # 6
Artificially created grassroots coalitions are referred to which one of the following
concepts?
Select correct option:

Advertising
Spin (Page # 55)
Lobby groups
Astroturf

Question # 7
The essence of good marketing messages is that they need to clearly illustrate the
product and service and that they should be meaningful and ____________to the
target audience.
Select correct option:

Reliable
Believable
Relevant
Applicable

Question # 8
Analytical customer relationship management analyzes customer's data for
following purposes EXCEPT:
Select correct option:

Delivers personalized and efficient marketing, sales, and service through multi-
channel collaboration.
Data mining
Measuring and optimizing customer relationships
Design and execution of targeted marketing campaigns to optimize marketing
effectiveness.

Question # 9
Which of the following is an element of an organization’s internal-environment?
Select correct option:
Wholesalers
Retailers
Employees
Competitors
Question # 10
Which of the following is Not part of marketing mix?
Select correct option:
Competitors
Pricing
Promotion
Product

Question # 11
All sensory impressions (Learning, seeing, smelling, feeling and tasting) are
telegraphed to our mind at the rate of approximately __________ per day.
Select correct option:
100, 0000 impressions
10,000 impressions
100,000 impressions (Page # 86)
110,000 impressions

Question # 12:
Life style is an important variable of which of the following market segmentation?
Select correct option:
Time segmentation
Geographic segmentation
Psychographics segmentation
Demographic segmentation

Question # 13
What is the fourth step in the idea development?
Select correct option:
Idea is seeded by Sensory Impressions
Nurtured by evaluation and reasoning
Firmly rooted by proof and justification
Accepted and acted upon. (Page # 86)

Question # 14
CRM is considered as a:
Select correct option:
A Process
A product
A Process and a product
None of the above
Question # 15
Which of the following is NOT a part of Acculturation Mechanism?
Select correct option:

Scalability
Recruitment
Training
Empowerment

Question # 16
Which one of the following drives the utility of product?
Select correct option:

Consumer only
Buyer
Customer & Consumer
Customer

Question # 17
Which one of the following is NOT a characteristic of well planned complaint
handling system?
Select correct option:

Helpless in building switching behaviors


Build relationship with customers
Satisfy customers
Retain customer

Question # 18
When designing a CRM system, what ***** of customers do you want it to target?
Select correct option:

Dog customers
Core customers who are loyal and lifelong
Satisfied customers
Potential core customers

Question # 19
The ability of a system to cope with increases in usage volumes is determined by
which of the following?
Select correct option:

Assignment
Adaptability
Scalability
Flexibility

Question # 20
With respect to customer satisfaction, which of the following is referred as the key
to success?
Select correct option:

Preference
Up-to-date Supply
Courtesy
Enthusiasm
…………………..
Question # 49: Highly satisfied customers are the supporters of organization. Give
one real example. (3 Marks)
Question # 50: What aspects of expectations of customers can have? (3 Marks)
Question # 51: What is mean by “Exploration warehouse”? How it impact
Relationship? (5 Marks)
Question # 52: What are the problems of salespeople in today’s marketplace? (5
Marks)
Question # 53: Describe the Characteristics of CRM people. (5 Marks)

You might also like

pFad - Phonifier reborn

Pfad - The Proxy pFad of © 2024 Garber Painting. All rights reserved.

Note: This service is not intended for secure transactions such as banking, social media, email, or purchasing. Use at your own risk. We assume no liability whatsoever for broken pages.


Alternative Proxies:

Alternative Proxy

pFad Proxy

pFad v3 Proxy

pFad v4 Proxy