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Assignment1

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Review Test Submission: MBCH772D-

Customer Relationship Management-Jul
20-Assignment1
Content
User Manthan Nikhilkumar Shah
Course Sem2.Customer Relationship Management
Test MBCH772D-Customer Relationship Management-Jul 20-Assignment1
Started 24/07/20 10:47
Submitted 24/09/20 12:56
Due Date 15/11/20 23:59
Status Completed
Attempt Mark not available.  
Score
Time 1490 hours, 9 minutes
Elapsed
Instructions 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 retreieved 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-totalling is allowed to the student.

Results Incorrectly Answered Questions

Displayed

 Question 1

Select the most appropriate option.

The employees of XYZ company recently received their staff uniform. The blazer
now includes a pocket on the inside so hold a mobile phone; an item given to all
 drivers to report emergencies or breakdown? The new blazers development to
service is classed as a. Major process innovation. b. Process-line extensions. c.
Service improvements. d. Style changes

 Question 2

Choose the most appropriate option.

Courier company offers its customers fast and reliable package delivery. When the
customers weigh these aforementioned benefits against the monetary and psychic
costs of using the service, they are acting upon: a. Loyalty b. Relationship marketing
c. Perceived customer value d. Social relationships e. A societal marketing campaign

 Question 3

Select the most appropriate option.

A retail chain store has become the world’s largest retailer by delivering on its
promise, “Always low prices—always.” This would be an example of the marketing
philosophy that says: a. “Take care of your customers, and market share and profits
will follow.” b. “Buy cheap, sell cheap.” c. “Always take discounts and pass some of
them on to consumers.” d. “Distribution is the secret to all conquests in marketing.”

 Question 4

Select the most appropriate option.

When a dry cleaning company began to be challenged by environmentalists about
the chemicals they used, Katrina, the chemical sales rep, was quickly able to supply
the necessary information and strategies for addressing these concerns. Katrina was
displaying ------- in building successful partnerships. a. Dependability b. Honesty c.
Likeability d. Flexibility e. Competence

 Question 5

Select the correct option.

Which of the following concepts refers to the process of identifying prospective
buyers, understanding them intimately and developing favorable long-term
perceptions of the organization and its offerings? a. A customer-oriented marketing
mix b. Customer relationship management c. A database warehouse d. A flexible
marketing system

 Question 6
 Choose the most appropriate option.
CRM is about ------- to better understand and serve customer. a. Managing revenue
b. Managing profit c. Managing customer d. Managing system

 Question 7

Select the most appropriate option.

Any single product or service can deliver -------. a. Same benefits to different
customers b. Same benefits to delighted customers c. Different benefits to different
customers d. Same benefits to loyal customer

 Question 8

The below question may have more than 1 correct answer.

The components of brand equity are: a. Brand Loyalty b. Brand Awareness c. Brand
Associations d. Quality Control

 Question 9

Select correct option:

The levels of satisfaction a customer normally expects can be booked under: a.
Expected Satisfaction b. Desired Satisfaction c. Exciting Satisfaction d. All of the
Above

 Question 10

Select the best option.

One minus the churn rate is:

 Question 11

Choose the correct answer.

Field ------- refers to how explainable and provable is the CRM measurement
framework employed.

 Question 12

Pick the best fit.

Application servers drive the pure Internet CRM applications.
 Question 13

Choose the most appropriate option.

Customer ------- is to find new customer. a. Acquisition b. Retention c. Acceptance
d. Satisfaction

 Question 14

Select the correct option.

Relative Total Quality (RTQ) are expressed as: a. Relative Percentages b. Relative
Price c. Relative Production d. Relative Product Quality

 Question 15

Select the most appropriate option.

State whether the following statements is true or false. By measuring a company's
customer service effectiveness, weaknesses can be identified so corrections can be
implemented.

 Question 16

Select the most appropriate option.

Model 'T' automobile set was developed by -------

 Question 17

Choose the most appropriate option.

SFA is responsible for ------- all sales related processes.

 Question 18

Select the correct option.

Field ------- refers to how granular is the measurement approach.

 Question 19

Select the most appropriate option.

A business process re-engineering model has main activities as: a. Business
Definition, Process Identification, Process Evaluation b.Process Evaluation, Business
Definition, Process Identification c. Process Evaluation, Process Identification,
Business Definition
 Question 20

Select the most appropriate option.

State whether the following statement is true or false. The formula for defection rate
is the number of customers who left divided by number of customers we had.

 Question 21

Pick the best fit.

Customer demands from suppliers are: a. Good people to handle them b. Good price
and discounts c. Good Environment d. All of the above given options

 Question 22

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.

 Question 23

Select the most appropriate option.

B2C e-commerce as a new shopping channel, because it has characteristics: a.
Providing sufficient information b. Breaking time and space boundaries c. Low-cost
and real time d. Rapid development e. All of the above

 Question 24

Select the most appropriate option.

------- emphasizes the organizational and people side of quality management and
uses a variety of techniques to facilitate changes, such as employee participation in
decisions.

 Question 25

Select the most appropriate option.

Wider the gap between the organisations providing the service of product and the
user, lesser is the rate of -------

 Question 26
 Select the most appropriate option.
A quality management program can be characterized by its principles, practices, and
techniques.

 Question 27

Select the most appropriate option.

Needs may be classified under three heads namely: a. Basic needs b. Articulated
needs c. Exciting needs d. Social and Security Needs

 Question 28

Choose the most appropriate option.

G-SPOT means: a. Goals, Strategies, Plans, Objectives & Tactics b. Goals,
Strategies, Plans, Objectives & Technology c. Goods and services, Strategies, Price,
Objectives & Tactics d. Goals, Strategies, Price, Objectives & Technology

 Question 29

Select the most appropriate option.

State whether the following statement is true or false. Customer relationship
management is the system that is responsible for introducing things such as frequent
flyer gifts and credit card points.

 Question 30

Pick the best fit.

Identify which is NOT the part of Modules of CRM? a. Advanced Technologies b.
Functional Components c. Financial Components d. Channel

 Question 31

Choose the correct answer.

What does CRM allow an organization to accomplish? a. Provide better customer
service b. Make call centers more efficient c. Help sales staff close deals faster d. All
of the above

 Question 32

Choose the most appropriate option.

Advancing technology means ------- ways in which how business is to be conducted.
 Question 33

Select the most appropriate option.

The time length of the customization varies widely: a. Six to eleven weeks b. Six to
nine weeks c. Five to ten weeks d. Six to ten weeks

 Question 34

Select the correct option.

Promoters are those customers who? a. Use product occasionally b. Use product
when required c. Recommend a company to others d. Use product continuously

 Question 35

Pick the best fit.

E-commerce actually began in the which year.

 Question 36

Select the correct option.

Customer Service Culture includes all except: a. Traits b. Value c. Norms d.
Behavior

 Question 37

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

 Question 38

Select the most appropriate option. (This question will have more than 1 correct
answer)
To increase the visibility of complaints we should focus on:

 Question 39
 Select the most appropriate option.
Business Process Reengineering (BPR) is known by many names: a. Core process
redesign b. New industrial engineering c. Working smarter d. All of the above

 Question 40

Select the most appropriate option.

Marketing a service business is not the same as marketing a product.

 Question 41

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.

 Question 42

Select the most appropriate option.

CVA fits inside of a comprehensive framework call Customer Value Management
(CVM).

 Question 43

Pick the best fit.

Which of the following are the primary challenges to the e-CRM models? a.
Protecting customers b. Adhering to taxation rules c. Providing security d. All of the
above

 Question 44

Choose the most appropriate option.

State whether the following statement is true of false. CRM is a tool that can help
organisations to profitably meet the lifetime needs of customers better than their
competitors.

 Question 45

Choose the most appropriate option.

Which manager will manage the complete relationship with each customer? a.
Relationship manager b. Personnel manager c. HR manager d. Customer manager
 Question 46

Choose the most appropriate option.

An Auto company found customers have noticed that the quality of services depends
on who provides them as well as when, where, and how they are provided. What
have the customers noticed? a. Service intangibility b. Service inseparability c.
Service variability d. Service perishability

 Question 47

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

 Question 48

Select the most appropriate option.

Salespeople engaged in relationship selling consider the ------- the sum of a
customer's purchase over their entire life. a. Longitudinal gross sales b. Longevity
profitability c. Customer lifetime value d. Relational partnership sales e. Committed
customer bonus

 Question 49

Pick the best fit.

Possible solutions that firms use to minimize the problems caused by inseparability
include all of the following except a. The careful selection of service employees b.
The management of service consumers c. The use of multi-site locations to distribute
services d. Appealing to market segments with different demand patterns

 Question 50

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

 Question 51
 Choose the most appropriate option.
The ------- process consists of analyzing marketing opportunities; selecting target
markets; designing marketing strategies; developing marketing programs; and
managing the marketing effort. a. Marketing planning b. Strategic planning c.
Market research d. Opportunity analysis e. Share of customer

 Question 52

Select the most appropriate option.

What is meant by, entering goods and services? a. Goods and services that are new
to the market b. Goods and services that become part of other products. C. Goods
and services that are new to the customer d. All of the above

 Question 53

Select the best option.

The customer’s subjective and intangible assessment of the brand, above and beyond
its objectively perceived value. The concept is known as:

 Question 54

Pick the best fit.

E-business is: a. The use of electronic communications to support the full range of
business processes b. An organization using electronic media to sell direct to its
customers c. An organization using electronic media to purchase from to its suppliers
d. Any electronically mediated communication between an organization and its
stakeholders

 Question 55

Select the most appropriate option.

------- covers the tangible core benefits provided by the product. It is related to the
basic minimum function expected to be performed by the product.

 Question 56

Select the most appropriate option.

If you’ve changed your doctor, telephone carrier, or plumber due to poor service is
an example of

 Question 57
 Select the correct option.
If one company changes price or quality in its product, the position of both
company’s products will change on the map. This map tries to show: a. How
customers perceive the product relative to a competitor. b. How price and quality
perceptions will affect their choice in purchasing. c. Either a or b d. Both a and b

 Question 58

Pick the best fit.

Direct competition, substitute competition, unattractive pricing, poor service
delivery, etc. are examples of a. Rising Demand b. Falling Demand c. Full Demand
d. Overfull Demand

 Question 59

Pick the best fit.

The reason why organizations are switching from traditional to e-business
transaction is a. Increasing costs of transactions b. Decreasing costs of transactions c.
No markets d. All of the above

 Question 60

Select the most appropriate option.

This is the process of identifying, attracting, differentiating, and retaining customers.
a. Customer relationship management b. Partner Relationship Management c. Partner
Relationship Management d. Electronic Customer relationship management

 Question 61

Select the most appropriate option.

What is "defection rate?" a. Number of employees who leave a company in one year
for any reason. b. Number of customers who stop using a company or its products or
services in one year. c. Average annual profit from one customer. d. Percentage of
customers who stop using a company or its products or services in one year.

 Question 62

Choose the most appropriate option.

The most basic concept underlying marketing is that of: a. Products and services b.
Human needs c. Quality d. Transactions
  Question 63

Select the best option.

------- is the capability to customize customer communication based on knowledge
preferences and behaviours at the time of interaction. a. Personalization b.
customisation c. collaboration

Thursday, 24 September 2020 13:00:59 o'clock IST

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