Course- MCom (Semester IV) Specialisation- Business Management

Subject- Management of Business Relations

1.Introduction to Management of Business Relations

1.______ __ _____ _____ is the exact title of your subject for M.com (Business Studies) Sem
IV.
a. Business Relationship Strategies
b. Management of Business Relations
c. Business Relationship Management
d Business Management and Relations
Ans.(b)

2.___________skills include not only how we communicate with others, but also our
confidence and our ability to listen and understand.
a. Problem Solving
b. interpersonal
c. cultural
d. Knowledge
Ans: b

3.___________skills involve gathering information about the problem or difficult situation.

a. Problem Solving
b. Interpersonal
c. Cultural
d. Knowledge
Ans: a

4. _______ is also one of the most widely used traits in maintaining relationship marketing.
a. Trust
b. interpersonal
c. cultural
d. Knowledge
Ans: a

5.___________is /are essential skills of a business relation Manager.

a. leadership
b. interpersonal
c. administrative
d. communication

Ans: all options are correct answer. a, b, c, d

6.Business Relations Management means managing relationships with ___________.

a. Managers
b. customers
c. employees
d. Government officers
Ans: all options are correct answer. a, b, c, d

7. ________can spur economic growth, improve efficiency, provide access to technologies

and services, and generate opportunities for formal, safer employment.
a. Business relationships
b. Commitment
c. Communication skill
d. Strategy
Ans: a

8._____________include an enterprise’s relationships with business partners, entities in its

value chain.
a. Business relationships
b. Commitment
c. Communication skill
d. Strategy
Ans: a

9.____________is defined as a plan designed to achieve a particular long-term aim and as a

guide for the allocation of resources in order to achieve the company’s objectives.
a. Business relationships
b. Commitment
c. Communication skill
d. Strategy
Ans: d

10.Effective ___________can be some of the most important skills of BRM manager.

a. Business relationships
b. Commitment
c. Communication skill
d. Strategy
Ans: c

11.______________ is an essential ingredient for successful long term relationships.

a. Business relationships
b. Commitment
c. Communication skill
d. Strategy
Ans: b

2 Customer and Channel Relationship Management

12.An ____ customer is from outside the organisation providing the product or service
a. External
b. Internal
c. Active
d. Passive
Ans. a

1 3._______ type of customer stands out as being the most trend oriented and product-
focused
a. Content streamer
b. Savvy maximiser
c. Undaunted driver
d. Secure traditionalist
Ans. c

14._____ type of customer is driven by value. He makes impulsive decisions

a. Content streamer
b. Savvy maximiser
c. Undaunted driver
d. Secure traditionalist
Ans. b

15.____ type of customer is suspicious of everyone believing that all people are selfish
a. Content streamer
b. Savvy maximiser
c. Undaunted driver
d. Secure traditionalist
Ans. a

16. ______ type of customer knows just what they want and do not want to try any other
goods and services
a. Content streamer
b. Savvy maximiser
c. Undaunted driver
d. Secure traditionalist
Ans. d

17. _____ enables satisfied customers towards repeat purchase of a particular product of
brand
a. Customer needs
b. Customer loyalty
c. Customer base
d. Customer complaints
Ans. b

18. The ___ ___approach of CRM is responsible for the integration of the company’s actions
through partners that provide end customer data
a. Service
b. Collaborative
c. Operational
d. Lifecycle
 Ans. b

19. someone who buys goods and services is known as ___

a. Customer
b. Undaunted striven
c. Savvy maximiser
d. Secured traditionalist
Ans: a.

20. _____ customer stands out as being the most trend oriented and product-focused

a. Customer
b. Undaunted striven
c. Savvy maximiser
d. Secured traditionalist
Ans: b

21. ____ customer make impulsive decisions

a. Customer
b. Undaunted striven
c. Savvy maximiser
d. Secured traditionalist
Ans: c

22. ____ type of customer knows just what they want and do not want to try any other goods
or services
a. Customer
b. Undaunted striven
c. Savvy maximiser
d. Secured traditionalist
Ans: d

23. A database that collects information about all the customers is known as ___

a. Loyalty
b. Customer focused
c. Continuity marketing
d. CRM
Ans: d
24. CRM works on increasing customer ____

a. Loyalty
b. Customer focused
c. Continuity marketing
d. CRM
Ans: a

25. CRM is a ______ business strategy that aims to increase customer satisfaction and
customer loyalty by offering a more responsive and customised services to each customer
a. Loyalty
b. Customer focused
c. Continuity marketing
d. CRM
Ans: b

26. ____ is an intelligent strategy for selling goods or services to your services to your
customers that uses direct marketing tactics to ensure the customers stick with the
membership for months or years
a. Loyalty
b. Customer focused
c. Continuity marketing
d. CRM
Ans: c

27. The main drawback of CRM is

a) Implementing CRM before creating a customer strategy
b) Rolling out CRM before changing the organization to match
c) Stalking, not wooing, customers
d) All of the above
Answer:D

28.Process of manage information about customers to maximize loyalty is said to be

a) company relationship management
b) supplier management
c) retailer’s management
d) customer relationship management
Answer: D

29. Process of building, organizing and using databases of customers to build customer
relationship is classified as
a) database marketing
b) customer database
c) detailed database
d) company database
Answer: A

30. Process of manage information about customers to maximize loyalty is said to be

a) company relationship management
b) supplier management
c) retailer’s management
d) customer relationship management
Answer:D

31. Customer Relationship Management is not about

a) Acquiring the right customer
b) Instituting the best processes
c) Motivating employees
d) Getting best deal from Customer
Answer: D

32.The customer relationship involves tracking the full range of interactions with prospects
and customers EXCEPT:
i. Customer service and support interaction
ii. Sales interaction
iii. Marketing interaction
iv. Higher management activities
Ans: iv
33.A loyal customer has which kind of the relationship with the organization?
i. No relationship
ii. Indifferent relationship
iii. Emotional relationship
iv. Transactional relationship
Ans: iii
34. This is the processing of data about customers and their relationship with the
enterprise in order to
improve the enterprise’s future sales and service and lower cost.
a) clickstream analysis
b) database marketing
C) customer relationship management
d) CRM analytics
Answer: D
35. This is an arrangement in which a company outsources some or all of its customer
Relationship management functions to an application service provider (ASP).
a) spend management
b) supplier relationship management
C) hosted CRM
d) Customer Information Control System
Answer: C
36. An____ ________customer is from outside the organisation providing the product or
service.
(i) External
(ii) Internal
(iii) Active
(iv) Passive
Ans:(i)

37. _____________type of customer is driven by value. He makes impulsive decisions.

(i) Content streamer
(ii) Savvy Maximiser
(iii) Undaunted driver
(iv) Secure traditionalist
Ans:(ii)

38. _______________type of customer is suspicious of everyone, believing that all people

are selfish.
(i) Content streamer
(ii) Savvy Maximiser
(iii) Undaunted driver
(iv) Secure traditionalist
Ans: (i)

39. _______________enables satisfied customers towards repeat purchase of a particular

product of brand.
(i) Customer Needs
(ii) Customer Loyalty
(iii) Customer Base
(iv) Customer Complaints
Ans:(ii)

40. The______________ approach of CRM is responsible for the integration of the

company's actions through partners that provide end customer data.
(i) Service
(ii) Collaborative
(iii) Operational
(iv) Lifecycle
Ans: (ii)

41. Someone who buys goods or services is known as_________.

(i) Customer
(ii) Retailer
(iii) Supplier
(iv) None of the above
Ans: (i)

42._________ type of customer knows just what they want and do not want to try any other
goods or services.
(i) Content streamer
(ii) Savvy Maximiser
(iii) Undaunted driver
(iv) Secure traditionalist
Ans: (iv)

43. The_____________ is viewed and defined as "the external contractual organization that
management operates to achieve its distribution objectives".
(i) Marketing Channel
(ii) Marketing Strategy
(iii) Marketing Intermediary
(iv) Marketing
Ans: (i)

3 Employee Relationship Management

44.What is the purpose of employee relations?

a) Adhere to the law pertaining to workers' rights
b) Maintain a harmonious working environment
c) Undertake conflict resolution
d) All of the above
Ans d

45.What tasks does Human resource management involve?

a) Attracting employees to the organisation
b) Recruiting employees
c) Retaining employees
d) All of the above
Ans d

46.The employees’ relations ___________has responsivity for a wide variety of functions

within human resource department.
(i) Manager
(ii) staff
(iii) security
(iv) Data entry operator
Ans:(i)

47. _________________refers to all types of relationship between all the parties concerned
with industry.
(i) Industrial relations
(ii) Human relations
(iii) General relations
(iv) All of these
Ans:(i)

48.__________________ is defined as "A relationship between employer and employees,

aimed towards maintaining commitment morale and trust so as to create productive and
secure
workplace environment."
(i) Industrial relationship
(ii) Human relationship
(iii) General relationship
(iv) Employee relationship
Ans:(iv)

49. What tasks from following does not involve Human resource management?
a) Attracting employees to the organisation
b) Recruiting employees
c) Retaining employees
d) maximisation of revenue
Ans d

50.Which of the following is usually not an objective of industrial relations?

a. Connectedness
b. Collective wisdom
c. Conflict prevention
d. political interest
Ans d
51.What is the purpose of employee relations?
i. Adhere to the law pertaining to workers' rights
ii. Maintain a harmonious working environment
iii. Undertake conflict resolution
iv. All of the above
Ans: (iv)

52. The organization's________ influences the general nature of employee relationships.

(i) Learning
(ii) Culture
(iii) Personality
(iv) Performance
Ans:(iv)

53. _____________approach believes that there should be peace in an organisation with good
management labour relations.
(i) Psychological
(ii) Sociological
(iii) Human Relations
(iv) None of these

54. A focus on____________ creates a corporate culture, and the corporate policies that
focus on these relations help to increase employee retention.
(i) Industrial relations
(ii) Human relations
(iii) General relations
(iv) Employee relations
Ans:(iv)

55.______________ relation is the relation between workers and management at workplace.

(i) Industrial
(ii) Customer
(iii) Investor
(iv) None of these
Ans:(i)
Ans:(ii)

56. ____________characteristics such as family ties, class, ethnic background, race, gender,
age, experience, interests, and the geography impact social relationships between individuals.
(i) Demographic
(ii) Psychographic
(iii) Social
(iv) Economical
Ans:(i)

4 Supplier, Investors and Community Relationship Management

57. - In SAP Supplier Relationship Management, all the stake holders are known as?
A - Partners
B - Buyers
C - Sellers
D - Contractors
Answer: A
58._______________ refers to the broad ideologies by which a firm expects to achieve its
supply goals for its target markets.
(i) Marketing Channel
(ii) Channel Strategy
(iii) Marketing Intermediary
(iv) Marketing
Ans:(ii)

59. In________________ relationships, where one company or several companies acting as

one performs all channel functions.
(i) Mutual
(ii) Integrated
(iii) Co-operative
(iv) Arm's Length
Ans:(ii)

60. ____________Management is a process where the company matures various marketing

techniques as well as sales policies to reach the large customer base.
(i) Customer Relationship
(ii) Supplier Relationship
(iii) Channel Relationship
(iv) Investor Relationship
Ans: (iii)

61."A network of manufacturers and service providers that work together to convert and
move goods from the raw materials stage through to the end user" is the definition of
A. Supply chain.

B. Operations management.

C. Service operations.

D. Operations function.
Ans a
62."A network of manufacturers and service providers that work together to convert and
move goods from the raw materials stage through to the end user" is the definition of

A. Supply chain.

B. Operations management.

C. Service operations.

D. Operations function.
Ans a