MBCH772D-Customer Relationship Management-Jan19-

Assignment2

Question 1
Choose the most appropriate option.
Sellers encourage buyers to purchase increased quantities, to try other products, to
engage with other added value services, and to vary delivery times and quantities.
Which phase in the customer relationship lifecycle is this referring to? a. Customer
development b. Customer acquisition c. Customer retention d. Customer quality
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 2
Select the best option.
------- allows the company to discover who its customers are, how they behave, and
what they need or want. It also enables the company to respond appropriately,
coherently, and quickly to different customer opportunities. a. Customer measurement
b. Supply chain management c. Enterprise resource management d. Customer
relationship management e. Total quality management
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct

Question 3
Select the most appropriate option.
XYZ 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”
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Question 4
Select the most appropriate option.
You are an assistant marketing director for a firm in a market with many low-margin
customers. What type of relationship would it be most profitable for you to develop with
these customers? a. Full partnerships b. Basic relationships c. Club programs d.
Selective relationships e. Community relationships
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Question 5
Choose the most appropriate option.
An attempt to develop an ongoing, expanding exchange relationship with a firm's
customers is called: a. Relationship marketing b. Internal marketing c. Personal
marketing d. Formal marketing
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 6
Choose the most appropriate option.
Product is a key element in ------- At one extreme, it may consist of pure tangible goods
or at the other extreme pure services. a. Market offering b. Brand equity c. Brand
extension d. Co-branding
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 7
Choose the most appropriate option.
This type of CRM programs aim at meeting individual customers needs which is fully
satisfying and uniquely customized. The programme name is -------
1. One-to-One Marketing
2. Co-marketing
3. Continuity Marketing
4. Cross Selling

Question 8
Select the most appropriate option.
An approach in which all the company’s people are involved in constantly improving the
quality of products, services, and business processes is called: a. Six sigma b. Total
quality management c. Total relationship opportunity d. Exchange management
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 9
Select the most appropriate option.
The leisure and hospitality industry comprises a variety of services. Which of the
following is not one of them? a. Food service b. Lodging c. Travel and tourism d. Health
services
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 10
Select the most appropriate option.
The key advantages of online complaint-handling system are a. Enhanced effectiveness
and saved time and money b. Streamlined back-office functions and automated routine
tasks c. A comfortable and safe environment d. Uninterrupted access with 24 × 7
availability e. All of the Above
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Question 11
Choose the most appropriate option.
------- the act of modifying a product or service to fit a given user’s requirements, is a
possible e-commerce source of sustainable competitive advantage. a. Specialization b.
Customization c. Targeting d. Tuning e. None of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Question 12
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

Question 13
Select the best option.
The tendency of the customer to stick with the brand, above and beyond the customer’s
objective and subjective assessments of the brand. The concept is known as:
1. Value Equity
2. Brand Equity
3. Retention Equity
4. All of them

Question 14
Choose the most appropriate option.
This is a measure of the attachment a customer has to a brand. How likely is a
customer to switch to another brand? It is an known as: a. Brand Loyalty b. Brand
Awareness c. Brand Associations d. Perceived Quality
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 15
Choose the most appropriate option.
The example of a new mother purchasing products for the newborn; at the same time
buying clothes for her is an example of -------
1. Cross Selling
2. Co-Marketing
3. Continuity Marketing
4. Individual Marketing

Question 16
Pick the best fit.
People tend to lose interest in the service offer when they receive new information
about the process or ingredient in the service. This provided demand is known as
1. Seasonal or Irregular Demand
2. Unwholesome Demand
3. Latent Demand
 4. Overfull Demand

Question 17
Arrange in a chronological order.
Arrange the following phases of a CRM projects in a chronological order. a. Sales
Module Customizations b. Reporting Integration c. Integration with External Applications
d. Service and Support Module Customization e. Marketing Module Customizations
1. a, d, e, c & b
2. a, e, d, c & b
3. a, e, c, d & b
4. a, b, d c & e

Question 18
Pick the best fit.
Services today occupy a vital and growing role in the global market place due to the
following contributing factors: a. Deregulation and liberalization of trade in services b.
Service has become a business imperative c. The advent of enabling technologies such
as the Internet d. All of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 19
Pick the best fit.
Front Office CRM Systems covering real-time aspects of sales related activity is
referred to as: a. Automated Marketing b. CRM Customer Communications c. CRM
Customer Services d. Sales Force Automation
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 20
Pick the best fit.
When customers frequently interact with each other during the service production
process and potentially affect each others' experiences, this is also known as: a.
Intangibility b. Simultaneity c. Perishability d. Variability
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 21
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.
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 22
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 organisation d. The voice of the aggressive customer
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 23
Select correct option:
Building customer loyalty is the basic platform of relationship formation.
1. true
2. false

Question 24
Choose the most appropriate option.
A large proportion of people employed in the hospitality and leisure sector are: a. Young
b. Female c. Part-time employees d. Young, female and part-time employees
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 25
Select the most appropriate option.
When service is produced via a cooperative effort between customers and service
providers, this is referred to as: a. Co-production b. Intangibility c. Heterogeneity d.
Inseparability e. Perishability
1. a is correct
2. b is correct
3. c is correct
4. d is correct
 5. e is correct

Question 26
Select the most appropriate option.
Features of SFA includes: a. Sales Information b. Customization and Integration c.
AppExchange Applications d. All of the above e. Only a and b
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Question 27
Select the most appropriate option.
CRM in shipping sector focus primarily on ------- customer. a. Wholesale b. Retail c.
Regular d. Industrial
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 28
Select the most appropriate option.
Service Deficiency is known as: a. Product defects b. Inefficient service standards c.
Incorrect service provision d. Identified in-sufficiency of service
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 29
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
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct
Question 30
Choose the most appropriate option.
Which of the following is not a CRM industry best practice? a. Provide better customer
service b. Define information needs and flows c. Build an integrated view of the
customer d. None of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 31
Select the most appropriate option.
The best-selling book, "Reengineering the Corporation" is written by
1. Michael Hammer
2. Hammer and Champy
3. Davenport & Short
4. Porter and Millar

Question 32
Read the statement carefully.
Mass Marketing is a market coverage strategy in which a firm decides to ignore -------
differences.
1. Market Segment
2. Customer
3. Major
4. Minor

Question 33
Choose the most appropriate option.
Advancing technology means ------- ways in which how business is to be conducted.
1. e-structuring
2. e-CRM
3. e-customisation
4. none of the above

Question 34
Select the correct option.
Field ------- refers to how much of the total set of activities needed to be measured are
actually measured.
1. Depth
2. Breadth
3. Tractability
4. None of these
Question 35
Pick the best fit.
What applies to businesses buying from and selling to each other over the Internet? a.
Customer to Business b. Customer to customer c. Business to Business d. Business to
Customer
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 36
Pick the best fit.
Electronic Commerce includes: a. Electronic Data Interchange (EDI) b. Electronic Mail
(e-mail) c. Electronic Funds Transfer (EFT) d. Electronic Bulletin Boards (EBBs) e. All of
the Above
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Question 37
Select the most appropriate option.
Wider the gap between the organisations providing the service of product and the user,
lesser is the rate of -------
1. Retention
2. Acquisition
3. Satisfaction
4. Customer Value

Question 38
Select the most appropriate option.
Scientific Management introduced by -------
1. F.W. Taylor Frederick
2. Henry Fayol
3. Henry Ford
4. Mc Gregor

Question 39
Choose the most appropriate option.
CRM changes the organisation to ------- focused organisation. a. Product b. Customer c.
Profit d. Goodwill
1. a is correct
 2. b is correct
3. c is correct
4. d is correct

Question 40
Select the best option.
------- is what the brand stands for and what it promises to consumers.
1. Brand Essence
2. Brand Identity
3. Brand Personality
4. Brand Image

Question 41
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
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 42
Select the most appropriate option.
While satisfaction leads to retention, dissatisfaction leads to the stage of: a. Attrition b.
Defection c. Reacquisition d. Either a or b
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 43
Choose the correct answer.
The ------- is a tool for identifying ways to create more customer value. a. Value chain b.
Customer survey c. Brand loyalty index d. Promotion channel e. Supplier database
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct

Question 44
Pick the best fit.
Supply chain management helps an organization in -------. a. Reducing production costs
b. Increase the production cost c. Reduce the time it takes to make a product d.
Improves sales
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 45
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
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 46
Select the most appropriate option.
Anything that can be offered to a market for attention, acquisition, use, or consumption
that might satisfy a want or need is called a: a. Demand b. Basic staple c. Product d.
Service
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 47
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
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 48
Select the most appropriate option.
Which of the following is NOT part of the sales process? a. The pre-approach b.
Planning the sales presentation c. Prospecting d. Evaluating sales effectiveness
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Question 49
Choose the most appropriate option.
The implementing CRM approach may include: a. Training of Employees b. A
Modification of Business Processes based on customers' needs c. An adoption of
Relevant IT Systems d. All of above given options
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 50
Select the best option.
One minus the churn rate is:
1. Retention Rate
2. Discount Rate
3. Significant Rate
4. None of them

Question 51
Pick the best fit.
The term “e-Commerce”, often used interchangeably with IBM’s coined term “e-
Business”.
1. true
2. false

Question 52
Select the correct option.
Customer Service Culture includes all except: a. Traits b. Value c. Norms d. Behavior
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 53
Select the most appropriate option.
Tommy Gray attempts to deliver customer satisfaction every day in his graphics
installation business. He is a smart operator who knows that the key to this goal is to
match ------- with -------. a. Customer expectations; competitive prices b. Company
performance; competition c. Customer expectations; company performance d.
Company performance; unique products e. Relationship building; promotional tools
1. a is correct
2. b is correct
3. c is correct
 4. d is correct
5. e is correct

Question 54
Select the most appropriate option.
To ensure customer loyalty, the entire process of producing the product must be
established and streamlined. It includes fixing product specifications, preparing product
design, procuring suitable raw materials, preparation for manufacture, manufacture, and
post manufacturing until it gets into the hands of the consumer. For example, for a
mechanical or electronic product these are performance, reliability, safety and
appearance. For pharmaceutical products, parameters such as physical and chemical
characteristics, medicinal effect, toxicity, taste and shelf life may be important. For a
food product, they will include taste, nutritional properties, texture, shelf life and so on.In
many instances, however, the correction of quality deficiencies is also required at the
end of the process since in spite of all the efforts made, the required quality will
sometimes not be attained and a company may be faced with a pile of scrap and
rework. Corrective and preventative actions have to be taken to avoid unnecessary
wastage and rework.Which of the following is one of the marketer’s major positioning
tools, which has a direct impact on product or service performance; thus, it is closely
linked to customer value and satisfaction? a. Social marketing b. Product quality c.
Specialty marketing d. Position marketing
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Question 55
Select the most appropriate option.
you can reduce administrative costs by five or maybe ten percent by redesigning some
of your processes: simplifying and combining forms, eliminating redundant jobs, or
automating data entry. But you won't reduce it by 40% with these approaches. That
requires changing your beliefs about what it means to administer something, removing
the value of absolute autocratic control and placing value on empowering action at
lower levels, and modifying your management systems to emphasize facilitation of
actions of lower managers, not second guess them. Then and only then can 80% of the
administrative reports and actions be removed. BPR as a buzzword calls attention to
the fact that the high-performance organizations are doing things in fundamentally
different ways than most of the rest of us, and we have to call some things into question
that are deeply held if we are going to catch up with them. What does the statement
signify? a. Some make some superficial changes to the organizational structures. b.
BPR requires the next three changes : changing the management systems, values, and
beliefs. c. BPR different from what we've done before d. All of the above e. Only b and c
1. a is correct
2. b is correct
 3. c is correct
4. d is correct
5. e is correct

Question 56
Choose the most appropriate option.
Mr. Sampson owns a sandwich shop in xyz City. The recipe is a family one. He refuses
to cut corners on the quality of his products and hence has had to raise the price more
often than he would like. He finds that his older customers complain about the price
increases and have even tried to bargain prices with him. Some customers will buy a
sandwich to share and do not buy chips or sodas, but instead request water. Mr.
Sampson does not make much money on these customers. Mr. Sampson will often take
the time to explain the price-to-quality relationship in the restaurant business. Some
customers are sympathetic to that argument, but some others leave angry and vow they
will not patronize Sampson ’s shop anymore, that they intend to buy their lunch at
Burger King across the street. No one has ever complained about the food itself,
something that Sampson is quite proud of. Mr. Sampson explains his logic behind price
increases to a complaining customer, he may reduce -------. a. Customer churn b.
Customer lifetime value c. Customer retention d. Customer satisfaction e. Customer
equity
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Answer:
 Question 1

Choose the most appropriate option.

Sellers encourage buyers to purchase increased quantities, to try other products, to engage with
other added value services, and to vary delivery times and quantities. Which phase in the
customer relationship lifecycle is this referring to? a. Customer development b. Customer
acquisition c. Customer retention d. Customer quality

 Question 2
 Select the best option.
------- allows the company to discover who its customers are, how they behave, and what they
need or want. It also enables the company to respond appropriately, coherently, and quickly to
different customer opportunities. a. Customer measurement b. Supply chain management c.
Enterprise resource management d. Customer relationship management e. Total quality
management

 Question 3

Select the most appropriate option.

XYZ 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.

You are an assistant marketing director for a firm in a market with many low-margin customers.
What type of relationship would it be most profitable for you to develop with these customers? a.
Full partnerships b. Basic relationships c. Club programs d. Selective relationships e. Community
relationships

 Question 5

Choose the most appropriate option.

An attempt to develop an ongoing, expanding exchange relationship with a firm's customers is
called: a. Relationship marketing b. Internal marketing c. Personal marketing d. Formal
marketing

 Question 6

Choose the most appropriate option.

Product is a key element in ------- At one extreme, it may consist of pure tangible goods or at the
 other extreme pure services. a. Market offering b. Brand equity c. Brand extension d. Co-
branding

 Question 7

Choose the most appropriate option.

This type of CRM programs aim at meeting individual customers needs which is fully satisfying
and uniquely customized. The programme name is -------

 Question 8

Select the most appropriate option.

An approach in which all the company’s people are involved in constantly improving the quality
of products, services, and business processes is called: a. Six sigma b. Total quality management
c. Total relationship opportunity d. Exchange management

 Question 9

Select the most appropriate option.

The leisure and hospitality industry comprises a variety of services. Which of the following is not
one of them? a. Food service b. Lodging c. Travel and tourism d. Health services

 Question 10

Select the most appropriate option.

The key advantages of online complaint-handling system are a. Enhanced effectiveness and
saved time and money b. Streamlined back-office functions and automated routine tasks c. A
comfortable and safe environment d. Uninterrupted access with 24 × 7 availability e. All of the
Above

 Question 11
 Choose the most appropriate option.
------- the act of modifying a product or service to fit a given user’s requirements, is a possible e-
commerce source of sustainable competitive advantage. a. Specialization b. Customization c.
Targeting d. Tuning e. None of the above

 Question 12

Choose the most appropriate option.

A key CRM technique is to encourage existing customers to recommend friends or colleagues to
purchase. This is -------

 Question 13

Select the best option.

The tendency of the customer to stick with the brand, above and beyond the customer’s objective
and subjective assessments of the brand. The concept is known as:

 Question 14

Choose the most appropriate option.

This is a measure of the attachment a customer has to a brand. How likely is a customer to switch
to another brand? It is an known as: a. Brand Loyalty b. Brand Awareness c. Brand Associations
d. Perceived Quality

 Question 15

Choose the most appropriate option.

The example of a new mother purchasing products for the newborn; at the same time buying
clothes for her is an example of -------

 Question 16
 Pick the best fit.
People tend to lose interest in the service offer when they receive new information about the
process or ingredient in the service. This provided demand is known as

 Question 17

Arrange in a chronological order.

Arrange the following phases of a CRM projects in a chronological order. a. Sales Module
Customizations b. Reporting Integration c. Integration with External Applications d. Service and
Support Module Customization e. Marketing Module Customizations

 Question 18

Pick the best fit.

Services today occupy a vital and growing role in the global market place due to the following
contributing factors: a. Deregulation and liberalization of trade in services b. Service has become
a business imperative c. The advent of enabling technologies such as the Internet d. All of the
above

 Question 19

Pick the best fit.

Front Office CRM Systems covering real-time aspects of sales related activity is referred to as: a.
Automated Marketing b. CRM Customer Communications c. CRM Customer Services d. Sales
Force Automation

 Question 20

Pick the best fit.

When customers frequently interact with each other during the service production process and
potentially affect each others' experiences, this is also known as: a. Intangibility b. Simultaneity
c. Perishability d. Variability

 Question 21
 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.

 Question 22

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 organisation d. The voice of the aggressive customer

 Question 23

Select correct option:

Building customer loyalty is the basic platform of relationship formation.

 Question 24

Choose the most appropriate option.

A large proportion of people employed in the hospitality and leisure sector are: a. Young b.
Female c. Part-time employees d. Young, female and part-time employees

 Question 25

Select the most appropriate option.

When service is produced via a cooperative effort between customers and service providers, this
is referred to as: a. Co-production b. Intangibility c. Heterogeneity d. Inseparability e.
Perishability

 Question 26
 Select the most appropriate option.
Features of SFA includes: a. Sales Information b. Customization and Integration c. AppExchange
Applications d. All of the above e. Only a and b

 Question 27

Select the most appropriate option.

CRM in shipping sector focus primarily on ------- customer. a. Wholesale b. Retail c. Regular d.
Industrial

 Question 28

Select the most appropriate option.

Service Deficiency is known as: a. Product defects b. Inefficient service standards c. Incorrect
service provision d. Identified in-sufficiency of service

 Question 29

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 30

Choose the most appropriate option.

Which of the following is not a CRM industry best practice? a. Provide better customer service b.
Define information needs and flows c. Build an integrated view of the customer d. None of the
above

 Question 31
 Select the most appropriate option.
The best-selling book, "Reengineering the Corporation" is written by

 Question 32

Read the statement carefully.

Mass Marketing is a market coverage strategy in which a firm decides to ignore -------
differences.

 Question 33

Choose the most appropriate option.

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

 Question 34

Select the correct option.

Field ------- refers to how much of the total set of activities needed to be measured are actually
measured.

 Question 35

Pick the best fit.

What applies to businesses buying from and selling to each other over the Internet? a. Customer
to Business b. Customer to customer c. Business to Business d. Business to Customer

 Question 36

Pick the best fit.

Electronic Commerce includes: a. Electronic Data Interchange (EDI) b. Electronic Mail (e-mail)
c. Electronic Funds Transfer (EFT) d. Electronic Bulletin Boards (EBBs) e. All of the Above
 Question 37

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 38

Select the most appropriate option.

Scientific Management introduced by -------

 Question 39

Choose the most appropriate option.

CRM changes the organisation to ------- focused organisation. a. Product b. Customer c. Profit d.
Goodwill

 Question 40

Select the best option.

------- is what the brand stands for and what it promises to consumers.

 Question 41

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 42
 Select the most appropriate option.
While satisfaction leads to retention, dissatisfaction leads to the stage of: a. Attrition b. Defection
c. Reacquisition d. Either a or b

 Question 43

Choose the correct answer.

The ------- is a tool for identifying ways to create more customer value. a. Value chain b.
Customer survey c. Brand loyalty index d. Promotion channel e. Supplier database

 Question 44

Pick the best fit.

Supply chain management helps an organization in -------. a. Reducing production costs b.
Increase the production cost c. Reduce the time it takes to make a product d. Improves sales

 Question 45

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 46

Select the most appropriate option.

Anything that can be offered to a market for attention, acquisition, use, or consumption that
might satisfy a want or need is called a: a. Demand b. Basic staple c. Product d. Service

 Question 47

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 48

Select the most appropriate option.

Which of the following is NOT part of the sales process? a. The pre-approach b. Planning the
sales presentation c. Prospecting d. Evaluating sales effectiveness

 Question 49

Choose the most appropriate option.

The implementing CRM approach may include: a. Training of Employees b. A Modification of
Business Processes based on customers' needs c. An adoption of Relevant IT Systems d. All of
above given options

 Question 50

Select the best option.

One minus the churn rate is:

 Question 51

Pick the best fit.

The term “e-Commerce”, often used interchangeably with IBM’s coined term “e-Business”.

 Question 52

Select the correct option.

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

 Question 53
 Select the most appropriate option.
Tommy Gray attempts to deliver customer satisfaction every day in his graphics installation
business. He is a smart operator who knows that the key to this goal is to match ------- with -------
. a. Customer expectations; competitive prices b. Company performance; competition c.
Customer expectations; company performance d. Company performance; unique products e.
Relationship building; promotional tools

 Question 54

Select the most appropriate option.

To ensure customer loyalty, the entire process of producing the product must be established and
streamlined. It includes fixing product specifications, preparing product design, procuring
suitable raw materials, preparation for manufacture, manufacture, and post manufacturing until it
gets into the hands of the consumer. For example, for a mechanical or electronic product these
are performance, reliability, safety and appearance. For pharmaceutical products, parameters
such as physical and chemical characteristics, medicinal effect, toxicity, taste and shelf life may
be important. For a food product, they will include taste, nutritional properties, texture, shelf life
and so on.In many instances, however, the correction of quality deficiencies is also required at
the end of the process since in spite of all the efforts made, the required quality will sometimes
not be attained and a company may be faced with a pile of scrap and rework. Corrective and
preventative actions have to be taken to avoid unnecessary wastage and rework.Which of the
following is one of the marketer’s major positioning tools, which has a direct impact on product
or service performance; thus, it is closely linked to customer value and satisfaction? a. Social
marketing b. Product quality c. Specialty marketing d. Position marketing

 Question 55

Select the most appropriate option.

you can reduce administrative costs by five or maybe ten percent by redesigning some of your
processes: simplifying and combining forms, eliminating redundant jobs, or automating data
entry. But you won't reduce it by 40% with these approaches. That requires changing your beliefs
about what it means to administer something, removing the value of absolute autocratic control
and placing value on empowering action at lower levels, and modifying your management
systems to emphasize facilitation of actions of lower managers, not second guess them. Then and
only then can 80% of the administrative reports and actions be removed. BPR as a buzzword
calls attention to the fact that the high-performance organizations are doing things in
fundamentally different ways than most of the rest of us, and we have to call some things into
question that are deeply held if we are going to catch up with them. What does the statement
signify? a. Some make some superficial changes to the organizational structures. b. BPR requires
the next three changes : changing the management systems, values, and beliefs. c. BPR different
from what we've done before d. All of the above e. Only b and c
 Question 56

Choose the most appropriate option.

Mr. Sampson owns a sandwich shop in xyz City. The recipe is a family one. He refuses to cut
corners on the quality of his products and hence has had to raise the price more often than he
would like. He finds that his older customers complain about the price increases and have even
tried to bargain prices with him. Some customers will buy a sandwich to share and do not buy
chips or sodas, but instead request water. Mr. Sampson does not make much money on these
customers. Mr. Sampson will often take the time to explain the price-to-quality relationship in
the restaurant business. Some customers are sympathetic to that argument, but some others leave
angry and vow they will not patronize Sampson ’s shop anymore, that they intend to buy their
lunch at Burger King across the street. No one has ever complained about the food itself,
something that Sampson is quite proud of. Mr. Sampson explains his logic behind price increases
to a complaining customer, he may reduce -------. a. Customer churn b. Customer lifetime value
c. Customer retention d. Customer satisfaction e. Customer equity