12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

Subject :Customer Relationship Management (Sample QB)

1. 1. plays significant role to generate revenue control costs and 1 point

mitigate risks. *

Mark only one oval.

Data profiling

I don’t want to attempt

Data control

Data management
Data integration
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

2. 2. is generated from data warehouse ,business views are calculations or 1 point

summaries compared over period of time *

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I don’t want to attempt

Transactional data

Reference data

Business view data

Data integration

3. 3. is the data without which you cannot do any transaction and is 1 point
mandatory for every organization. *

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I don’t want to attempt

Transactional data

Reference data

Business view data

Data integration

11. 4. refers to the data that is created and updated within the operated 1 point
systems *

Mark only one oval.

I don’t want to attempt

Transactional data

Reference data

Business view

data Data integration

12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

12. 5. is method of recommending product or services to visitors 1 point

on websites *

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I don’t want to attempt

Clickstream analysis

Online analytical process

Collaborative filtering

Traffic analysis

13. 6. resulting in a single source of truth and making it easier for end 1 point
users to access information *

Mark only one oval.

I don’t want to attempt

Data profiling

Data control

Data management

Data integration

14. 7. is the data which will describe the type of object ,like name, 1 point
description, cost, length and dimensions of the object .it is one a one time
data. *

Mark only one oval.

I don’t want to attempt

Reference data

Transactional Data

Business view data

None of the above.

12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

15. 8. is generated from data warehouse. Business views are calculations 1 point
or summaries compared over period of time *

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I don’t want to attempt

Reference data

Transactional Data

Business view data

All of the above

16. 9. refers to the collection of raw facts and figures * 1 point

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I don’t want to attempt

Raw material

Spreadsheet

DATA

Documents

17. 10. refers to the data that is created and updated within the 1 point
operational system. *

Mark only one oval.

I don’t want to attempt

Reference data

Transactional Data

Business view data

None of the above

12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

18. 11. Choice of depends on the size and nature of business. * 1 point

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I don’t want to attempt

Location

Customer

Technology

Process

19. 12. are the most critical asset in a call center as it is they who 1 point
deliver the business performance. *

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I don’t want to attempt

Location

CUSTOMER

People

Process

20. 13. exists when perception > expectations * 1 point

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I don’t want to attempt

Customer satisfaction

Customer dissatisfaction

Customer delight

Customer engagement
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

21. 14. The process of forecasting contact center workload and then scheduling 1 point
agents to handle the workload is known as *

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I don’t want to attempt

CRM

Call scripting

Workforce management

Relationship marketing management

22. 15. is a central point in an enterprise from which all customer 1 point
contact are maintained such as emails, newsletter, chats, etc. *

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I don’t want to attempt

Call centre

Contact centre

Customer care centre

Development centre

23. 16. A business strategy designed to optimize profitability, revenue 1 point

and satisfaction. *

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Producer

Distributor

CUSTOMER

Government
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

24. 17. helps the organization to increase the profitability at less operating 1 point
cost. *

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I don’t want to attempt

CRM

Lead management

Cross selling

Sales

25. 18. CRM helps customer at many retail outlets loyalty program through 1 point
individual mobile phone *

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I don’t want to attempt

Development

Mobile

Internet

Loyalty

26. 19. means providing a quality product or service that 1 point

satisfies the needs/wants of a customer and keeps them coming back. *

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I don’t want to attempt

Customer representative

Customer service

Customer survey

Customer EPOS
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

27. 20. is the result of cumulative net returns received over the 1 point
lifetime of customer. *

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I don’t want to attempt

Customer one time value

Customer all time value

Customer Lifetime Value

None of the above

28. 21. chain is designed in 1990s to show the exact relationship and 1 point
interconnectivity between Satisfaction-Loyalty-Retention and Profits,
whereby it directly links to CRM. *

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I don’t want to attempt

Company chain

Profit chain

Company profit chain

Satisfaction - loyalty - retention chain

29. 22. CRM strategy cycle comprises of Customer acquisition, retention and 1 point
.*

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I don’t want to attempt

Satisfaction

Loyalty

Win-back

Feedback
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

30. 23. is an electronic system whereby at checkout point data is 1 point

been collected customers will get served quicker. *

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I don’t want to attempt

E-CRM

Customer service

PoS

EPOS

31. 24. allows the organization to contact with its customers in 1 point
the medium of their choice-voice, email, web, chat, fax, SMS. *

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I don’t want to attempt

E-CRM

Multimedia contact centre

PoS

EPOS

32. 25. of the call centre is critical of the cost building and also 1 point
the ability to recruit and retain employees to work in the centre. *

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I don’t want to attempt

Location

Customer process

TECHNOLOGY

process
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

33. 26. is one of the most useful tools in a salespersons toolbox 1 point
when it comes to increasing sales volume per customer. *

Mark only one oval.

Customer management

I don’t want to attempt

Up-selling

Cross-selling

Direct-selling

34. 27. involves the increase of order volume either by the sales of more 1 point
units of the same purchased item, or the upgrading into a more expensive
version of the purchased item *

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I don’t want to attempt

Customer management

UP-SELLING

Cross-selling

Direct-selling

35. 28. reflects "the state of mind that customers have about a 1 point
company and its products and services when their expectations have been
met or exceeded *

Mark only one oval.

I don’t want to attempt

Customer management

Customer retention

Customer acquisition

Customer attrition
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

36. 29. is crucial to maintain and grow customer relationships in order 1 point
to sustain profitable growth. *

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I don’t want to attempt

Customer management

Customer retention

Customer acquisition

Customer Attrition

37. 30. An customer is from outside the organization providing 1 point

the product or service. *

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I don’t want to attempt

EXTERNAL

Internal

Active

Passive

38. 31. type of customers stands out as being the most trend 1 point
oriented and product- focused. *

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I don’t want to attempt

Content streamer

SAVVY MAXIMISER

Undaunted driver

Secure traditionalist
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

39. 32. type of customer is driven by value . He makes impulsive 1 point

decisions. *

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I don’t want to attempt

Content streamer

SAVVY MAXIMISER

Undaunted driver

Secure traditionalist

40. 33. type of customer is suspicious of everyone, believing that all 1 point
people are selfish. *

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I don’t want to attempt

Content Streamer

savvy maximiser

Undaunted Driver

secure traditionalist

41. 34. type of customer knows just what they want and do not want 1 point
to try any other goods or service. *

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I don’t want to attempt

Content Streamer

Savvy Maximiser

Undaunted driver

Secure Traditionalist
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

42. 35. is a component of CRM. * 1 point

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I don’t want to attempt

people

technology

information

all of the above

43. 36. Someone who buys goods & services is known as * 1 point

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I don’t want to attempt

CUSTOMER

Retailer

wholesaler

none of the above

44. 37. CRM works on increasing customer * 1 point

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I don’t want to attempt

acquisition

LOYALTY

convenience

focus
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

45. 38. is an intelligent strategy for selling goods and services to your 1 point
customers that uses direct marketing tactics to ensure the customer stick
with the membership for months or years. *

Mark only one oval.

I don’t want to attempt

Undaunted cutomer

Customer focused

Continuity marketing

Customer Value

46. 39. refers to any marketing activity that "interrupts" viewer's 1 point
attention. *

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I don’t want to attempt

Interruption Marketing

Permission Marketing

Transactional Marketing

Relationship Marketing

47. 40. is the way to make advertising work effectively. * 1 point

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I don’t want to attempt

Interruption Marketing

Permission Marketing

Transactional Marketing

Relationship Marketing
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

48. 41. is a business strategy that focuses on " single point of sale" 1 point
transaction. *

Mark only one oval.

I don’t want to attempt

Interruption Marketing

Permission Marketing

Relationship Marketing

Transactional Marketing

49. 42. is a business strategy that seeks to establish long term 1 point
relationship with its customer rather than focusing on a single transaction *

Mark only one oval.

Idon’twant to attempt

Interruption Marketing

Permission Marketing

Transaction Marketing

RelationshipMarketing

50. 43. is a set of methods, strategies and applications that 1 point

facilitate a company manage customer relationships. *

Mark only one oval.

I don’t want to attempt

Customer Relationship

Customer Relationship Management

Customer lifetime value

Relationship Marketing
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

51. 44. are repeated interactive discussions among randomly 1 point

selected customers. *

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I don’t want to attempt

Group Discussion

Focus group interviews

Debates

Relationship Marketing

52. 45. measure customer satisfaction, and therefore help to 1 point

determine customer loyalty. *

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I don’t want to attempt

Customer representative

Customer service

Customer Satisfaction Survey

Customer EPOS

53. 46. indicates the difference between the service expected by the 1 point
customer and the service they actually receive. *

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I don’t want to attempt

Customer representative gap

Customer Service gap

Service quality gap

Customer EPOS
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

54. 47. is an unpleasable fulfilment response. * 1 point

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I don’t want to attempt

Customer Service gap

Service quality gap

Customer EPOS

DISSATISFACTION

55. 48. model suggests that if customer perceives their expectation to be 1 point
met, they are satisfied. *

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I don’t want to attempt

No expectation - confirmation

Expectations – Disconfirmation

Expectations – confirmation

Expectation - satisfaction

56. 49. Company 3 E includes * 1 point

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I don’t want to attempt

Effectiveness Efficiency

Employee change

All of the above

12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

57. 50. provides access to all customer information including enquiry 1 point
status and correspondence. *

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Customer Management

Knowledge Management

Account Management Back

end integration.

58. 51. access to customer information and history, allowing sales teams 1 point
and customer service teams to function efficiently. *

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I don’t want to attempt

Customer Management

Knowledge Management

Account Management

Back end integration.

59. 52. also includes response to a prospective customer immediately 1 point

after the inquiry with out any delay. *

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I don’t want to attempt

Customer acquisition

Customer Satisfaction

Customer retention

E- CRM
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

60. 53. It is well- established fact that the cost of acquiring a customer is 1 point
the cost of retaining an existing customer. *

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I don’t want to attempt

Three times

Four times

Five times

None of the above

61. 54. is a key element to E- CRM strategy 1 point

*

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I don’t want to attempt

Customer acquisition

Customer win-back

Customer retention

E - CRM

62. 55. Calls from customer regarding their queries , problems and suggestions 1 point
are calls *

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I don’t want to attempt

inbound

outbound

directional

None of the above

12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

63. 56. relates to code of conduct regarding as right and good based 1 point
morality of values , faith or some other authority. *

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I don’t want to attempt

Rules & regulations

Laws of country

ETHICS

None of the above

64. 57. CRM Solution providers are also working on providing simpler and easier 1 point
ways of handling customer data using mobile devices which is known as
*

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I don’t want to attempt E-

CRM

Network-CRM

Mobile- CRM

Computer - CRM
12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)

65. 58. Key ethical issues in the information age , including the increased 1 point
ubiquity of computerized databases are often the popularity summarized
under four heading of. *

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I don’t want to attempt

P -A-P-A

P-P-P-P

A-P-A-P

None of the above

66. 59. takes marketing techniques and concepts, and applies them 1 point
through the electronic medium of the internet. *

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I don’t want to attempt

E- Marketing

E - CRM

E - Business

None of the above

67. 60. There are E's in E-CRM * 1 point

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I don’t want to attempt

Three E's

Four E's

Six E's

None of the above

12/17/2020 Online Semester End Examination, S/H 2020 (Dec-2020)