MBCH772D-Customer Relationship

Management-Jan20-Assignment1
 
Test Information
Descriptio
n
Instructio
ns Center for Continuing Education - UPES
Customer Relationship Management
Assignment 1

Total Questions: 63
Total Marks: 100

Assignment Information :

The examination will consist of only Objective type (multiple choice) questions requiring
candidates to Mouse-click their correct choice of alternatives against the related question
number. The questions would carry 1 to 5 marks each depending on the difficulty level of
the question as indicated in the table below:

Difficulty Level of Questions:

1 Mark - Direct, Memory based

2 Marks - Memory & Conceptual
3 Marks - Conceptual & Analytical
4 Marks - Analytical based on understanding of concepts
5 Marks - Application based on understanding of concepts
  The question paper will be for 100 marks and considering marks
allotted to each question, the total number of questions would be around 63.
  There will not be negative marking for wrong answers.
  In case candidate does not want to attempt the question he I she
should not mouse-click any option.
  The students are allowed to save the responses and come back later to
resume, complete and "Save and Submit" the assignment. However, if the Due
Date has expired, then the assignment will not be accessible and will be marked
as zero. In such cases, the student can re-attempt the assignment allocated
after enrolling in the subsequent Semester.
  Once submitted, that answer sheet cannot be retrieved for any editing.
The student has to initiate a new attempt (if allowed), if he has submitted the
assignment by mistake.
  The students are normally allowed 3 chances to attempt and submit the
assignment. The number of attempts availed is displayed under the "Test
Information".
  The Highest Grade of the 3 attempts shall be considered for grading.
  The assignments are auto evaluated, and hence no chance of re-
evaluation/re-totaling is allowed to the student.
Multiple This Test allows 3 attempts. This is attempt number 1.
 Attempts
Force This Test can be saved and resumed later.
Completio
n
 Question Completion Status:
QUESTION 1
1. Select the most appropriate option. 
For having good CRM ------- is needed. a. Heavy investment in IT b. Heavy
investment in shares c. Heavy investment in infrastructure d. Heavy
investment in business
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   

NOTE- STUDY MATERIAL PAGE NO- 8

QUESTION 2
1. Select the most appropriate option. 
The loyalty marketing focuses on establishing long term relationship between:
a. Company and retailer b. Retailer and customer c. Retailer and consumer d.
Company and customer
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 3
1. Select the most appropriate option. 
State whether the following statement is true of false. Mass marketing creates
the largest potential market, which leads to lowered costs.
1 tru
.
e
2 fals
.
e
 1 points  

NOTE- STUDY MATERIAL PAGE NO-10  

QUESTION 4
1. Pick the best fit. 
The catalyst of any successful sales force organization is -------. a. The
recruitment and selection of good sales people b. Current and relevant
customer research data c. Relevant and extensive sales training d. Sales
managers who work with their people e. All of the above
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
1 points

NOTE- COURSEHERO   
QUESTION 5
1. Select the most appropriate option. 
The resulting hybrid or offshoot is usually called
1 CR
.
M
2 ERM
.
3 SCM
.
4 BPR
.

1 points  

NOTE- STUDY MATERIAL PAGE NO- 61  

QUESTION 6
1. Pick the best fit. 
For good CRM implementation ------- is needed. a. Data Warehouse b. Data
Mart c. Intelligent Database d. Large Server
1a is
.
correct
2 b is
.
correct
3 c is
.
 correct
4 d is
.
correct
1 points   
QUESTION 7
1. Select the most appropriate option. 
The term “Voice” represents in CRM a. Sound uttered by the mouth b. The
voice of the customer c. The voice of the organization d. The voice of the
aggressive customer
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 8
1. Choose one appropriate alternative among the following. 
Customer ------- is sales to same customer. a. Up sell b. Down sell c. Cross sell
d. Top sell
1 a is correct
.
2 b is correct
.
3 c is correct
.
4 d is correct
.
5 All are
.
correct
1 points   
QUESTION 9
1. Select the most appropriate option. 
------- is the fuel for CRM engine. a. Customer Profit b. Customer Information c.
Customer Goodwill d. Customer Income
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
 4d is
.
correct
1 points   
QUESTION 10
1. Choose the most appropriate option. 
Top management is going beyond sales revenue alone to examine the
marketing scorecard to interpret what is happening to -------. a. Market share
b. Customer loss rate c. Customer satisfaction d. Product quality e. All of the
above
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
1 points   
QUESTION 11
1. Select the most appropriate option. 
customer complaint resolution process includes
1 Focus on the Customer
.
2 Focus on the Complaint
.
3 Focus on Solicit
.
Improvement
4 Focus on visibility of
.
complaints
1 points   
QUESTION 12
1. Choose the correct answer. 
------- is the present value of the future cash flows attributed to the customer
relationship. a. Customer Lifetime Value (CLV) b. Lifetime Value (LTV) c.
Customer life cycle management
1a & b are
.
correct
2 b & c are
.
correct
3 a & c are
.
correct
 4 All
are
.
correct
1 points   
QUESTION 13
1. Select the most appropriate option. 
Supporting customers through the process of selecting, purchasing, and
maintaining a product or service is known as: a. Customer loyalty b. Customer
satisfaction c. Customer retention d. Customer services
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 14
1. Select the correct option. 
State whether the following statement is true or false. Knowledge
management is not just a matter of managing information. It is … deeply
social in nature and must be approached by taking human and social factors
into account.
1 tru
.
e
2 fals
.
e
1 points   
QUESTION 15
1. Select the most appropriate option. 
------- occurs when the customer stops buying or using the services.
1 Exit
.
2 Voice
.
3 Complai
.
nt
4 Attrition
.

1 points   
QUESTION 16
1. Choose the most appropriate option. 
CRM is ------- a. Business oriented b. Money oriented c. Profit oriented d.
Customer oriented
1 a is correct
.
2 b is correct
.
3 c is correct
.
4 d is correct
.
5 All are
.
correct
1 points   
QUESTION 17
1. Choose the most appropriate option. 
CRM changes the organization to ------- focused organization. a. Product b.
Customer c. Profit d. Goodwill
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 18
1. Choose the most appropriate option. 
State whether the following statement is true of false. Customer care can be
provided via various means such as website, FAQs (Frequently Asked
Questions), etc.
1 tru
.
e
2 fals
.
e
1 points   
QUESTION 19
1. Select the most appropriate option. 
State whether the following statement is true or false. Satisfied customers are
loyal customers.
1 tru
.
e
 2 fals
.
e
1 points   
QUESTION 20
1. Select the most appropriate option. 
Supporting customers through the process of selecting, purchasing, and
maintaining a product or service is known as: a. Customer loyalty b. Customer
satisfaction c. Customer retention d. Customer services
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 21
1. Choose the most appropriate option. 
What is the first CRM industry best practice? a. Clearly communicate the CRM
strategy b. Build an integrated view of the customer c. Implement in iterations
d. Define information needs and flows
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 22
1. Select the correct option. 
Customer Service Culture includes all except: a. Traits b. Value c. Norms d.
Behavior
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
 . correct
1 points   
QUESTION 23
1. Choose the most appropriate option. 
------- is the customer’s tendency to stick with the brand above and beyond the
customer’s objective and subjective assessments of the brand. a. Value Equity
b. Brand Equity c. Retention Equity d. Customer Equity
1 Value Equity
.
2 Brand Equity
.
3 Retention
.
Equity
4 Customer
.
Equity
1 points   
QUESTION 24
1. Choose the correct answer. 
A measurement approach is rolled out for all customers for one specific
product or service is called:
1 Product
.
Deployment
2 Segment
.
Deployment
3 Narrow
.
Deployment
4 All of them
.

1 points   
QUESTION 25
1. Pick the best fit. 
Customer relationship management (CRM) is increasingly important to firms
as they seek to improve their profits through longer-term relationships with
customers.
1 tru
.
e
2 fals
.
e
1 points   
QUESTION 26
1. Select the most appropriate option. 
Scientific Management introduced by -------
 1 F.W.Taylor
.
Frederick
2 Henry Fayol
.
3 Henry Ford
.
4 Mc Gregor
.

1 points   
QUESTION 27
1. Choose the most appropriate option. 
With the use of CRM how many percentage have improvement in their
business? a. 37% b. 31% c. 33% d. 36%
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 28
1. Select the most appropriate option. 
------- describes the extent to which buyers of a product or a service are
content with their purchases. a. Customer satisfaction b. Value Delivery
System c. Customer lifetime value d. Customers Specific Approach
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 29
1. Select the best option. 
One minus the churn rate is:
1 Retention
.
Rate
2 Discount
.
Rate
 3 Significant
.
Rate
4 None of
.
them
1 points   
QUESTION 30
1. Select the correct option. 
Which of the following statements is correct? a. Acquiring customers is on
tenth the cost of retaining customers. b. Retaining customers is same as the
cost of acquiring new customers. c. Retaining customers is on fifth the cost of
acquiring new customers. d. Retaining customers is on tenth the cost of
acquiring new customers.
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 31
1. Select the most appropriate option. 
CRM in shipping sector focus primarily on ------- customer. a. Wholesale b.
Retail c. Regular d. Industrial
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 32
1. Select the most appropriate option. 
The ------- systems of today could be called “true” CRM systems.
1 CRM
.
2 Commo
.
n
3 General
.
 4 Combin
.
ed
1 points   
QUESTION 33
1. Pick the best fit. 
NAAC stands for: a. Numerical Association of Accreditation b. National
Association of Accreditation c. National Association of Accounts d. National
Association of Accountability
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
1 points   
QUESTION 34
1. Select the most appropriate option. (This question will have more than
1 correct answer) 
It relates to the relationship between a product or service provider and those
people who use or buy its products or services called
1 Customer care
.
2 Enterprise Relationship
.
Centre
3 Customer Relationship
.
Centre
4 Service Centre
.

1 points   
QUESTION 35
1. Select the most appropriate option. 
BPR was first introduced in a research program at MIT (Massachusetts Institute
of Technology)in the early -------.
1 eightie
.
s
2 ninetie
.
s
3 Seventi
.
es
4 Sixties
.
 1 points   
QUESTION 36
1. Select the best option. 
Brand ------- is the added value endowed to products and services. a. Loyalty b.
Equity c. Preference d. Satisfaction e. Benefits
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e Is
.
correct
1 points   
QUESTION 37
1. Select the most appropriate option. 
Respondents rate these three stages as most important to success among the
------- project stages.
15
.
26
.
38
.
47
.

1 points   
QUESTION 38
1. Select the most appropriate option. 
Six Sigma is the newest quality management program which helps companies
increase both customer ------- and financial benefits.
1 Satisfaction
.
2 Retention
.
3 Acquisition
.
4 Loyalty
.
NOTE https://www.greycampus.com/blog/quality-management/six-sigma-certification-how-does-it-benefit-your-career-and-organization
-

1 points   
QUESTION 39
1. Select the most appropriate option. 
E-Customer Relationship Management (e-CRM) came into action in ------- year.
1 2000
.
2 2010
.
3 1990
.
4 2005
.
Note- https://shodhganga.inflibnet.ac.in/bitstream/10603/44810/5/05_chapter%201.pdf. Page no-4/23

1 points   
QUESTION 40
1. Select the most appropriate option. 
Effective complaints handling is less important than effective third-party
dispute resolution.
1 true
.
2 fals
.
e
1 points   
QUESTION 41
1. Select the most appropriate option. 
Which of the following statements about customer relationship management
systems is true? a. Purchasing a CRM system allows a firm to expand and
customize, whereas hosted systems are more limited. b. Customer
relationship management systems tend to complicate simple business
processes while keeping the best interests of customers at heart. c. They
improve customer service by decentralizing data and help customers find
information they need to manage their own orders. d. Purchasing customized
systems can cost millions of dollars, but are quicker to implement as
compared to cheaper hosted solutions.
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
4 points   
QUESTION 42
1. Select the most appropriate option. 
Kristen purchased a chair and ottoman from a furniture store. After only six
 months, the fabric started to fade and tear in some spots. While she didn't
spend much money on this chair, she did expect it to last longer than that.
Kristen most likely experienced -------. a. Satisfaction b. Dissatisfaction c. Non
satisfaction d. Complaint e. Delivery Error
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
4 points   
QUESTION 43
1. Select the most appropriate option. 
Efforts to transform customers into partial employees should not be
interpreted as the firm’s way of distancing itself from the customer. This is
consistent with which of the following guidelines for increasing customer
participation: a. Develop customer trust b. Promote the benefits and stimulate
trial c. Understand customer habits d. Pretest new procedures e. Monitor and
evaluate performance
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
4 points   
QUESTION 44
1. Select the most appropriate option. 
Imran tells his wife, Saima, that his last sales call of the day at food restaurant
was a disaster. He explains that he never really figured out what the
purchasing agent was looking for. Saima, a sales trainer for another firm,
hands Imran a book on -------. a. Improving listening skills b. Overcoming
objections c. Product demonstrations d. Closing the sales encounter
1a is
.
correct
 2b is
.
correct
3 c is
.
correct
4 d is
.
correct
4 points   
QUESTION 45
1. Pick the best fit. 
It is being brought to the Internet and allowing companies to save money by
eliminating the old system’s expensive private networks and by expanding
reach to include more businesses on the supply chain. The statement is based
on which concept: a. Electronic Data Interchange (EDI) b. Electronic Funds
Transfer (EFT) c. Electronic Bulletin Boards (EBB) d. None of the above
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
4 points   
QUESTION 46
1. Choose the most appropriate option. 
When companies provide rewards to customers who buy frequently and in
substantial amounts, this is referred to as ------- a. Benefit programs b.
Frequency programs c. Satisfaction programs d. Loyalty programs e. Quality
programs
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
2 points   
QUESTION 47
1. Pick the best fit. 
A ------- is a software application that enables a user to display and interact
with text, images, and other information for customers or consumers located
on a Web page at a website on the World Wide Web or a local area network. a.
Web Browser b. HTML c. HTTP d. None of the Above
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 48
1. Select the correct option. 
The percentage of the total campaign population bought something or
completed an activity as a result of the campaign. It is key metrics of:
1 Reach
.
2 Response
.
rates
3 RFM
.
4 Conversion
.
rates

2 points   

Note- http://citeseerx.ist.psu.edu/viewdoc/download?
doi=10.1.1.196.7319&rep=rep1&type=pdf page no-21

QUESTION 49
1. Pick the best fit. 
If one wants to have an application that is optimized for Internet security
activity, it uses ------- that is, accessible from either desktop or palm, or even
laptop. a. HTML b. TCP/IP c. URL d. Web Browser
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
 correct
2 points   
QUESTION 50
1. Choose the most appropriate option. 
What is a missionary salesperson? a. A salesperson with a strong belief in the
product b. A salesperson who liaises with recommender’s c. A salesperson
with a charismatic personality d. All of the above
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 51
1. Choose the most appropriate option. 
A key CRM technique is to encourage existing customers to recommend
friends or colleagues to purchase. This is -------
1 Co-
.
Marketing
2 Cross-Sell
.
3 Up-Sell
.
4 Referral
.

2 points   
QUESTION 52
1. The below question may have more than 1 correct answer. 
Needs of CRM are: a. Companies have to increasingly pursue a customer
centric competitive strategy rather than a product-centric one. b. E-customers
demand constant access, immediate response, and a personalized touch. c.
Focus is shifting from supply chain to demand chain effectiveness. d. Better
understanding and intelligent management of customer relationships is
essential for survival.
1 a, b & c is
.
correct
2 b, c & d is
.
correct
3 c & d is
.
correct
 4a & d is
.
correct
2 points   
QUESTION 53
1. Select the most appropriate option. 
Jason will only drink Pepsi cola, and he feels an emotional attachment to it.
That is the brand he was brought up on and is the one he continues to drink
every day. This is the example of -------. a. Brand loyalty b. Brand leverage c.
Brand image d. Brand equity e. Brand bias
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
2 points   
QUESTION 54
1. Select the most appropriate option. 
Which of the following does not indicate a need to improve customer service
(to improve your customer retention program)? a. Customer satisfaction is
your primary management objective. b. Company has employee turnover
problems. c. Company does not care about lost customers. d. Company is not
consistent about keeping its promises to customers.
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 55
1. Select the most appropriate option. 
Which of the following is a major difference between consumer marketing and
business-to-business marketing? a. More rational decision-making. B. External
environment. C. The customer is at the Centre of the firm’s thinking d. All of
the above
 1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 56
1. Pick the best fit. 
Both ------- depend on electronic information that has been collected about
customers, in place of human knowledge, to build and manage relationships.
a. CRM and e-CRM b. Customer and consumer c. Product and service d.
Service and idea
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 57
1. Select the most appropriate option. 
A ------- has to answer the questions like what would be the short of market if
our brand is not there. a. Brand image b. Brand picture c. Brand manager d.
Brand association
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 58
1. Pick the best fit. 
------- assist marketers by providing software when it is needed to capture,
 manipulate, and analyze consumer data. a. Application service providers b.
Self-hosted Applications c. Web Browser d. Application Codes and Applets
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 59
1. Select the most appropriate option. 
Creating ------- is at the very heart of modern marketing thinking and practice.
a. Profit maximization b. Increased stock value c. Award winning products d.
Customer value and satisfaction
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
2 points   
QUESTION 60
1. Pick the best fit. 
A customer touch point in the airline industry would include an item such as
-------. a. Reservations b. Mechanics ability to service the airplanes c. Ease of
access to the airport d. The value of air travel versus surface transportation e.
Competency of a travel agent
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
3 points   
 QUESTION 61
1. Pick the best fit. 
Which is the example of automated messages? a. Automated welcome
messages to new customers, personalized with their most recent transactions
b. Thank-you messages to recognize your customers’ activities c. Lapsed
messages with an irresistible offer to re-activate former highly valuable
customers d. All of the above e. Only a and c
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
3 points   
QUESTION 62
1. Select the most appropriate option. 
The product concept says that a company should -------. a. Improve marketing
of its best products b. Market only those products with high customer appeal
c. Focus on the target market and make products that meet those customers’
demands d. Devote its energy to making continuous product improvements e.
Make promoting products the top priority
1a is
.
correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct
5 e is
.
correct
3 points   
QUESTION 63
1. Select the most appropriate option. 
If two customers choose exactly the same package of certain service, but
customer A calls for help weekly and customer B calls only twice a year, which
is most valuable customer? a. Neither A nor B b. Customer B c. Customer A d.
Both A & B customer
1a is
. correct
2 b is
.
correct
3 c is
.
correct
4 d is
.
correct