UNIT QUESTIONS A B

I The study of consumers as they exchange something of

sociology
value for a marketing research
I A complete analysis of consumer behaviour should ide
advertisers employees
I Large firms often divide their organization into gr market segments policy groups
I The first activity in any act of consumer behaviour is search evaluation of alternatives
I customers are also frequent visitors but they are only Discount customer impulsive customer
I These customers are product specific and only tend toDiscount customer impulsive customer
I ______________________________ are individuals The tha consumer market
I The end user of goods or services is known as a Consumer
I ______________________ organizations are groups thatsocial action
I _________________ refers to the buying behaviour of Consumer buyer behavior
I ____________ is individuals and households who buyThe consumer market
I ________ exerts the broadest and deepest influence oCultural factors
I What do you mean by consumer behaviour?
I Define Marketing Ethics
I Define Consumer
I Who is a Customer?
I True or False: Impulse buying is a type of low-involvement decision-making
I True or False: We cannot predict behavior of consumers. Because Behavior is constantly changing
II Forces in the environment that affect the company i Micro Macro
II This approach makes application of qualitative resea Consmer behaviour Sociology
II Marketing Research helps___________ understand the specific markeidentify the needs and wants of cus
II This approach implies that consumer behavior is shapMaterialism Change
II There are different techniques to both initiate and bu An approach to building and sThe stages each customer will go th
II Cognititive dissonance is found in which section of Problem recognition Information search
II Reference groups refer to… One person that influences consumers & A group of people that influences con
II When a market is segmented
A human’s perception is…. based on consumers' The way a person looks at perplexing problems & The way a person views the
behavioural processes, consumer decision making
II Satisfaction depends on_______ may be used as consumers' perceptions of the product's performance during consumption
and ________________________
II bases of segmentation. perceptions
II ______________ is the process of dividing the total mMarket segmentation
II Goals and objectives consumers seek are called ____ terminal; instrumental
II Define Primary Data:
II What is Secondary Data:
II What do you mean by Market Research?
II Mention About Customer Service
II True or False:Consumer Research Just like market research follows a series of steps for better decision making
II True or False:You may conduct interviews or surveys, observe, or even directly go to the object for collecting information through p
III Building long-term
Using digital relationships
communications with customers
technologies to is e Consumer relationship mana Customer retailing management
Sense and respond
III maximise sales to existing customers and encourage
communications
Personalisation
III continued usage on online services is known as:
Which one is not one of the disadvantages of e-mail Email overload Renderability
III Which of the following is a primary benefit to consu More offers closely matched to
Availability of name-brand image
III All of the following are types of display ads except Contextual ads Rich-media ads
III The following technology is not well-suited for data Expert system technology Data visualization
III In an internet context, this is the practice of tailorin Web services
III ERP stands for ________ Enterprise resource planning
III CRM technology can help in ________ Designing direct marketing efforts
III ________ is when direct marketers mine the databaseDatabase
t marketing
III Information about a customer’s activities and interes Psychographics
III Catalogues, brochures, CDs, and DVDs are all exampDirect-mail marketing
III What is ERP?
III What is Analytical CRM
III Define the term Collaborative CRM
III What is BRP?
III True or False:ERP software provides a top-down view of an organization, so information is available to make decisions at anytime,
III True or False:Adopting ERP systems can be expensive
IV The four marketing activities within the customer rel Customer Up-sell Customer referrals
IV A strength of social media and viral marketing is: Cannot be ignored in user's i It is possible to reach a large numbe
IV Which of the following is an example of the advant Decreases advertising costs Makes it easier to target specific c
IV When consumers intend to buy the product but defer bfully planned purchase unplanned purchase
IV Which of the following is a way for businesses to sellSell to more people Get people to use more of the prod
IV Company's 'customer relationship capital' is another satisfied customers dissatisfied customers
IV Building and sustaining long term business with customers is the aim of ________
IV Customer relationship management is________
IV __________ techniques can be used to learn more about current and potential customers.
IV A company's ability to link production, customer service, and other internal processes with its customers is its________
IV With respect to post purchase behaviour, the larger the gap between expectations and Performance__________
IV CRM stands for__________
IV What are the examples of CRM ?
IV Expand CRM.
IV Mention three Components of CRM
IV Define CRM:
IV True or False:Top CRM systems are designed to help your business better connect with your customers
IV True or False:CRM systems are designed to help your business better connect with your customers.
V Customer delivered
When an airline value
goes afteris athe difference
“share between
of travel” fromtoProfit to the customer Profit to the company
V its customers it is attempting to increase. Customer ownership Share of customer
V When customer lifecycle is used to create different gro
Targeting customer Dynamic groups
V Which of the following has not contributed to the deeTraditional advertising Video sharing
V What targets sales opportunities by finding new custoSales management system Contact management system
V What allows customers to use the web to find answersContact centre Call scripting
V Marketing occurs when people decide to satisfy needs and wants through ________.
V A long- term relationship leads to __________ relationship cost and ___________ profits
V _________________ depend(s) on a product’s perceived performance in delivering
V ____________ is to Help retain existing customers to maximize efficiencies and reduce the cost of acquisition
V Drawback of CRM is________
V _______is any occasion on which the brand or product is used by end customers
V What is CRM Strategy?
V What is CRM Vision?
V Define the term customization in CRM software
V What is Data Migration?
V True or False:“CRM is a business strategy whose outcomes optimize profitability, revenue and customer satisfaction by implementi
V True or False:CRM Strategy Help retain existing customers to maximize efficiencies and reduce the cost of acquisition
 C D MARKS
consumer behaviour psychology
consumers suppliers
administrative sections strategic business units (SBUs)
recognizing needs purchase
wandering customer need based customer
wandering customer need based customer

1
1
Micro and Marco None of the above
Marketing research Psychology
identify viable target segmeall the above.
Totality Contradiction
Techniques to encourage cusThe answers above are all correct
Evaluation of alternatives Re-evaluating the purchase
people that influences consumers to buy
he way a person views the world
e during consumption

1
cting information through primary data 1
Customer relationship man Customer resource management
Electronic customer relationship
Mass customisation
management
Faster campaign developmeCommunications preferences
Faster service Better prices
Banners Pop-ups
Technology limited to specifParallel architecture
make decisions at anytime, anywhere 1
1
Customer extension Customer cross-sell
Considered credible Highly targeted with controlled costs
Allows greater competition Ab ll of the above
anticipated purchase partially planned purchase
Get people to use more of t A,B and C
customer retention customer conversion
Customer relationship management
An overarching business philosophy & An integrated implement
Data mining
is its________ Spanning processes
the greater the customer’s dissatisfaction.
Customer relationship management

1
1
Value maximization Value cost to company
Customer lifetime value Customer loyalty
Customer lifecycle segmentGroup development
E-mail Websites online social networks
Opportunities management Campaign management systems
Web based self service List generators
Exchange
Lower, Higher
Customer satisfaction
CRM
Implementing CRM before creating a customer strategy
Customer touch point

satisfaction by implementing customer-centric processes” 1

of acquisition 1
integrated implementation system