Saquib Assignment 1 Attemp 1.questions PDF

4/8/2020 Take Test: MBCH772D-Customer Relationship Management-Jan20-...
Md. Saquib Khursheed

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Take Test: MBCH772D-Customer Relationship

Management-Jan20-Assignment1
Test Information
Description
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-
Click Save and Submit toissave
totalling and submit.
allowed Click Save All Answers to save all answers.
to the student.
Multiple This Test allows 3 attempts. This is attempt number 1.
https://learn.cce.upes.ac.in/webapps/assessment/take/launch.jsp?course_assessment_id=_62295_1&course_id=_10008_1&content_id=_16269… 1/14
Attempts
Question Completion Status:
Force This Test can be saved and resumed later.
Completion
QUESTION 1 2 points Saved
Select correct option:

It is a blend of tangible and intangible factors which the customer
experiences, in the purchase and consumption process.
1. Product Satisfaction
2. Peripheral Satisfaction
3. Ambience Satisfaction
4. Psychic Satisfaction
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
Select the most appropriate option.

The twofold goal of marketing is to attract new customers by promising
superior value and: a. Win advertising and industry awards for excellence. b.
To keep and grow current customers by delivering satisfaction. c. Enhance
shareholder value. d. Pay as few taxes as possible.
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Business Process Re-engineering (BPR) is concerned with: a. Partial
restructuring of the organisation b. Improvement of production processes c.
The total restructuring of the organisation d. The improvement of engineering
processes
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Click Save and Submit to save and submit. Click Save All Answers to save all answers.

Question
TheCompletion Status:
below question may have more than 1 correct answer.
Mass Production is a system of manufacturing based on principles. These
principles are: a. Use of interchangeable parts b. Large-scale production c.
High-volume Assembly Line d. Low-volume Assembly Line
1. a, b & c is correct
2. b, c & d is correct
3. a, c & d is correct
4. All are correct

An approach that encompasses a wide range of relationships, not just with
customers, but also those that organizations develop with suppliers,
regulators, government, competitors, employees, and others is referred to as:
1. Retention Marketing
2. Personal Marketing
3. Relationship Marketing
4. Acquisition Marketing

Leisure, hair-dressing, personal finance, packaged holiday tour, etc. are the
examples of
1. Individual Consumer
2. Business-to-Business
3. Industrial
4. Business-to-Consumers

If you’ve changed your doctor, telephone carrier, or plumber due to poor
service is an example of
1. Customer Exit
2. Customer Complaint
3. Customer Attrition
4. Customer dissatisfaction

------- refers to the real and imagined risks that customers consider when
purchasing products and services.
1. Perceived Risk
2. Perceived Value
3. Perceived Satisfaction
4. Perceived Quality
Pick the best fit.

c t e best t
which of the following comes under the category of challenges of services? a.
Clients can’t see or touch services before they purchase them b. Services are
often produced and consumed simultaneously c. Brand extends beyond

marketing d. All of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Q U E S T I O N 11 2 points Saved
Pick the best fit.

The type of product that results from applying human and mechanical efforts
to people or objects refers to which one of the following options? a. An idea b.
A service c. A philosophy d. A concept
1. a is correct
2. b is correct
3. c is correct
4. d is correct
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

Creating ------- is at the very heart of modern marketing thinking and practice.
a. Profit maximization b. Increased stock value c. Award winning products d.
Customer value and satisfaction
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Service industries can be classified by the type of user and thus the end-users
are a. Individual Consumer b. Business-to-business c. Industrial d. All of the
Above
1. a is correct
2. b is correct
3. c is correct
Click Save and
4. d is Submit to save and submit. Click Save All Answers to save all answers.
correct

Pick the best fit.

Which is the example of automated messages? a. Automated welcome
messages to new customers, personalized with their most recent transactions
b. Thank-you messages to recognize your customers’ activities c. Lapsed
messages with an irresistible offer to re-activate former highly valuable
customers d. All of the above e. Only a and c
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Why is relationship building more common in business markets than in
consumer markets? a. Because buyers get to like the sales representatives
they see every day b. Because consumers don’t like to have relationships with
companies c. Because businesses often buy from each other over a long
period d. All of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Select the best option.

In its focus on bottom-line financial value, the ------- approach often overlooks
the “option value” of brands and their potential to affect future revenues and
costs. a. Brand equity b. Brand value chain c. Customer value d. Customer
equity e. Brand extension
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct
Pick the best fit.

The demand for services marketing knowledge has increased for all of the
following reasons except a. The tremendous growth in service-sector
employment b. Increasing service-sector contributions to the world economy
c. The deregulation of many service industries d. The decline in service sector
jobs
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Ch th t i t ti
Sellers
Question encourage
Completion buyers to purchase increased quantities, to try other
Status:
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

An office equipment salesperson selling all the furniture and office supplies
needed by a small medical practice during a 20-year period, resulting in over
$250,000 in sales is an example of: a. Marketing b. Sales c. Production d.
Customer lifetime value e. Growth
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

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
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Lucy Ortiz is preparing a PowerPoint presentation of the marketing process to
show at a sales meeting. -------should appear in the center of her diagram
depicting marketing strategies and the marketing mix. a. Competitors b.
Customer value and relationships c. Customer retention rates d. Sales goals
e. Company objectives
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct
Click
Q U ESave
S T I and
O N Submit
23 to save and submit. Click Save All Answers to save all4answers.
points Saved

A retail chain store has become the world’s largest retailer by delivering on its
g y g
promise, “Always low prices—always.” This would be an example of the
Question Completion
marketing Status:that says: a. “Take care of your customers, and market
philosophy
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
Pick the best fit.

Intangibility can be overcome by a. Visualization b. Association c. Physical
Representation d. Documentation, Facts and Figures 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

The concept of mass production is refined by -------
1. F.W. Taylor Frederick
2. Henry Fayol
3. Henry Ford
4. Mc Gregor

Supporting customers through the process of selecting, purchasing, and
maintaining a product or service is known as: a. Customer loyalty b. Customer
satisfaction c. Customer retention d. Customer services
1. a is correct
2. b is correct
3. c is correct
4. d is correct

A set of logically related tasks performed to achieve a defined business
outcome is known as:
1. Business Process
2. Business analysis
3. Business strategy
4. All of the above
Choose the most appropriate option

State
Question whether the
Completion following statement is true or false. The key attribute of a
Status:
"level two: Replicable" organisation is that it achieves its success not through
sophisticated CRM process methodologies, but rather through solid
management.
1. true
2. false

------- describes the extent to which buyers of a product or a service are
content with their purchases. a. Customer satisfaction b. Value Delivery
System c. Customer lifetime value d. Customers Specific Approach
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Pick the best fit.

The catalyst of any successful sales force organization is -------. a. The
recruitment and selection of good salespeople b. Current and relevant
customer research data c. Relevant and extensive sales training d. Sales
managers who work with their people 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
Pick the best fit.

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

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

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
S to e ee s c e to te ee s d S to te ee s
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Choose the correct answer.

------- is the present value of the future cash flows attributed to the customer
relationship. a. Customer Lifetime Value (CLV) b. Lifetime Value (LTV) c.
Customer life cycle management
1. a & b are correct
2. b & c are correct
3. a & c are correct
4. All are correct

A complaint offers a superb opportunity to transform an unhappy customer
into a loyal customer.
1. true
2. false
Select the correct option.

Customer Value Analysis (CVA) was devised by: a. Bradley Gale b. Ray
Kordupleski c. Rust d. Davenport and Beck
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Pick the best fit.

Activities like report writing, travel time, internal meetings, training, and
seminars are the examples of:
1. Non-selling time
2. selling time
3. Speedy and hassle free time
4. either a or b is correct
5. Both a & b is correct

A ------- is an organized collection of comprehensive information about
individual customers or prospects. a. Business database b. Customer mailing
Click
list Save and Submit
c. Customer to save
database and submit.
d. Marketing Click Save All Answers to save all answers.
database
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Marketing relationships is: a. Intensely personal, like human relationships b.
Intended to deliver short-term customer satisfaction c. Intended to deliver
long-term customer satisfaction d. The most important element of the
marketing mix
1. a is correct
2. b is correct
3. c is correct
4. d is correct

The customer ------- framework is older and widely adopted in North America.
1. Satisfaction
2. Retention
3. Acquisition
4. Loyalty

The act of obtaining a desired object from someone by offering something in
return is called a. Transaction b. Exchange c. Relationship d. Value
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Which of the following strategies is suited to the Old Economy? a.
Customisation b. Personalisation c. Improve sales d. Increase in profit
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Promotion in Marketing means a. passing an examination b. elevation from
one grade to another c. selling the products through various means d. selling
the product in specific areas e. None of these
Click Save and
1. a is Submit to save and submit. Click Save All Answers to save all answers.
correct
2. b is correct
3. c is correct
4 di t
4. d is correct
5. e is correct

In the early 90s Smart marketers try to build up long-term trusting "Win-lose"
relationship with customers, distributors, dealers and suppliers.
1. true
2. false
Choose the correct answer.

State whether the following statement is true or false. Customers are not
included as part of supply chains.
1. true
2. false

How much percent of UK companies now use extranets with suppliers. a.
53% b. 63% c. 68% d. 58%
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Pick the best fit.

------- include the Web; call centres, phones, and mobile devices etc. in CRM
applications a. Channels b. Functional components c. Modules d. Sales Force
Applications
1. a is correct
2. b is correct
3. c is correct
4. d is correct

A quality management program can be characterized by its principles,
practices, and techniques.
1. true
2. false

Pick the best fit.
The Characteristics of Service are: a. Intangibility b. Perishability c. Variability
d. All of the Above
1. a is correct
2. b is correct
3. c is correct
4. d is correct

The starting point for the discipline of marketing lies in human -------. a. Needs
and want b. Values c. Behaviour d. Satisfaction
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Pick the best fit.

Salespeople and sales managers now realize that perhaps the fastest-
growing sales force technology tool is -------. a. The cell phone b. The laptop
computer c. e-mail d. The Internet e. The U.S. mail
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

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
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
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Click
Q U ESave
S T I and
O N Submit
54 to save and submit. Click Save All Answers to save all1answers.
points Saved

CRM provides a ------- degree view of customer data.
1. 360
2. 180
3. 90
4. 240

Marketing a service business is not the same as marketing a product.
1. true
2. false

The loyalty marketing focuses on establishing long term relationship between:
a. Company and retailer b. Retailer and customer c. Retailer and consumer d.
Company and customer
1. a is correct
2. b is correct
3. c is correct
4. d is correct

In CRM technology terms, the B2C customer is typically called a ‘contact’
while the B2B customer an ‘account’.
1. true
2. false
Select the most appropriate option. (This question will have more than 1
correct answer)
Customer Relationship Management (CRM) is a model for managing a
company’s interactions with ------- and ------- Customer.
1. Current
2. Future
3. Temporary
4. Regular

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.
1. true
2. false

Question Completion
Select the mostStatus:
appropriate option.
The ------- systems of today could be called “true” CRM systems.
1. CRM
2. Common
3. General
4. Combined

State whether the following statement is true or false. Customer and
employee retention strategies would also be quite alike and may be handled
using comparable utilities.
1. true
2. false

Relationship marketing implies: a. Foregoing technology in favor of one-on-
one communication. b. An emphasis on new customers. c. A company-wide
commitment. d. Closer ties with customers than with suppliers.
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Answer the following question based on your knowledge of CRM.

CRM always focus on ------- the customer needs. a. Satisfy b. Fulfill c.
Anticipate d. Service
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. All are correct

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4/8/2020 Take Test: MBCH772D-Customer Relationship Management-Jan20-...

Md. Saquib Khursheed

H My Assignments Take Test: MBCH772D-Customer Relationship Management-Jan20-Assignment1 ?

Take Test: MBCH772D-Customer Relationship

Difficulty Level of Questions:

1 Mark - Direct, Memory based

Multiple This Test allows 3 attempts. This is attempt number 1.

QUESTION 1 2 points Saved

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QUESTION 2 2 points Saved

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QUESTION 3 2 points Saved

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QUESTION 4 2 points Saved

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QUESTION 7 2 points Saved

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QUESTION 8 2 points Saved

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QUESTION 9 2 points Saved

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often produced and consumed simultaneously c. Brand extends beyond

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QUESTION 12 2 points Saved

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QUESTION 13 2 points Saved

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QUESTION 14 2 points Saved

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QUESTION 15 3 points Saved

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QUESTION 16 3 points Saved

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QUESTION 17 3 points Saved

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QUESTION 19 4 points Saved

QUESTION 20 4 points Saved

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QUESTION 21 4 points Saved

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QUESTION 22 4 points Saved

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QUESTION 24 1 points Saved

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QUESTION 25 1 points Saved

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QUESTION 26 1 points Saved

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QUESTION 27 1 points Saved

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QUESTION 28 1 points Saved

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QUESTION 30 1 points Saved

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