Saquib Assignment 2 Attemp 1.questions

5/4/2020 Take Test: MBCH772D-Customer Relationship Management-Jan20-...
Md. Saquib Khursheed 9

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Take Test: MBCH772D-Customer Relationship

Management-Jan20-Assignment2
Test Information
Description
Instructions Center for Continuing Education - UPES
Customer Relationship Management
Assignment 2
Total Questions: 56
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 56.
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-
totalling is allowed 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=_62296_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 the most appropriate option.

Which of the following is a good characteristics of CRM? a. Integration
between the customers calls and e-mails. b. Does not need integration
between the customers calls and e-mails. c. Has never had the customers
calls and e-mails integrated. d. Integration between the customers calls and
the headsets the agents wear.
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Select the correct option.

If one company changes price or quality in its product, the position of both
company’s products will change on the map. This map tries to show: a. How
customers perceive the product relative to a competitor. b. How price and
quality perceptions will affect their choice in purchasing. c. Either a or b d.
Both a and b
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Pick the best fit.

If one wants to have an application that is optimized for Internet security
activity, it uses ------- that is, accessible from either desktop or palm, or even
laptop. a. HTML b. TCP/IP c. URL d. Web Browser
1. a is correct
2. b is correct
3. c is correct
4. d is correct

The percentage of the total campaign population bought something or
completed an activity as a result of the campaign. It is key matrics of:
1. Reach
2. Response rates
3. RFM
4. Conversion rates
Question
Q U ECompletion
S T I O N 5 Status: 2 points Saved
Select correct option:

The presence or absence of the attributes contribute to preferred satisfaction
would have no effect on the level of satisfaction called
1. Expected Satisfaction
2. Desired Satisfaction
3. Exciting Satisfaction
4. Preferred Satisfaction
Choose the most appropriate option.

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

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

E-bay is a good example to define -------. a. B2B b. B2C c. C2C d. G2C
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Which of the following have forward-thinking companies begun to use to
promote their products and services? a. C2C b. C2B c. B2C d. B2B
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Question
Q U ECompletion
S T I O N 1 Status:
0 2 points Saved

Which one of the following categories refers the customers who are loyal with
product family name? a. Loyalty towards Sales Persons b. Loyalty towards
Organization c. Loyalty towards Stores d. Loyalty towards Brands
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
The below question may have more than 1 correct answer.

Needs of CRM are: a. Companies have to increasingly pursue a customer
centric competitive strategy rather than a product-centric one. b. E-customers
demand constant access, immediate response, and a personalized touch. c.
Focus is shifting from supply chain to demand chain effectiveness. d. Better
understanding and intelligent management of customer relationships is
essential for survival.
1. a, b & c is correct
2. b, c & d is correct
3. c & d is correct
4. a & d is correct
Pick the best fit.

In E-CRM, customer retention means: a. Identifying the appropriate
customers to target. b. Encouraging customers to purchase more expensive
products which may also be in other categories. c. Encouraging customers to
purchase further products through personalised web and e-mail
communications. d. Attracting customers in the target profile to your site and
encouraging them to opt-in.
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Complaints about service failures a. Provide a stream of information that can
be used to monitor quality and improve service design b. Are of most value as
a means of monitoring staff performance c. Should be handled by specialist
service recovery staff d. All of the above
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Pick the best fit.

Direct competition, substitute competition, unattractive pricing, poor service
delivery,
Question etc. areStatus:
Completion examples of a. Rising Demand b. Falling Demand c. Full
Demand d. Overfull Demand
1. a is correct
2. b is correct
3. c is correct
4. d is correct

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

Which of the following factors is the MOST likely reason consumers change
providers of a service? a. Service encounter failure b. Delivery error c.
Attraction by competitors d. Ethical problems e. Core service failure
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Which of the following concepts refers to the process of identifying
prospective buyers, understanding them intimately and developing favorable
long-term perceptions of the organization and its offerings? a. A customer-
oriented marketing mix b. Customer relationship management c. A database
warehouse d. A flexible marketing system
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e Is correct

The first step in the process of calculating the customer defection rate is to ----
---. a. Distinguish the causes of customer attraction b. Estimate how much
profit is lost when the company loses customers c. Define the point at which
the defection rate reduces profit by at least 2 percent d. Calculate the lifetime
value of each customer e. Define and measure the company’s customer
retention rate
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Which of the following statements is not true about customer retention and
defection? a. Most buying experiences are rated on how the customer feels
they are being treated. b. Most unhappy customers don't complain, and
simply leave and never come back. c. Poor quality of service is the main
reason for customer churn. d. Customer loyalty will drop by half if a customer
encounters a problem.
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Members of the sales team at Dekko International visit only prospective
customers who purchase a minimum of $50,000 of insulated wire per year.
Dekko is using -------. a. Selective relationship management b. A frequency
marketing program c. A club marketing program d. A structural marketing
program
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Services have special characteristics namely ------- which affect their
Marketing process
1. Intangibility
2. Inseparability
3. Heterogeneity
4. Perishability
5. All the above
Pick the best fit.

------- occurs when the service marketer is not able to marshal internal
customers in the right place in the right time in requisite numbers.
1. Perishability
2. Intangibility
3. Variability
4. Tangibility
5. Homogeneity
Question
Q U ECompletion
S T I O N 2 Status:
3 1 points Saved
Pick the best fit.

------- is a useful data that the customer does not know that he or she is
supplying to the organisation. a. Active information b. Passive information c.
Present information d. Past information
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Choose the correct answer.

State whether the following statement is true or false. Companies have to
increasingly pursue a product centric competitive strategy rather than a
customer centric one.
1. true
2. false
Pick the best fit.

The core benefits of e-CRM are: a. Extended customer relationships b.
Competitive services delivering high value c. Improved product and service
delivery processes d. Better customer knowledge and insight 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.

Customer demands from suppliers are: a. Good people to handle them b.
Good price and discounts c. Good Environment d. All of the above given
options
1. a is correct
2. b is correct
3. c is correct
4. d is correct

An organisation acquires customers by: a. Chance b. Occasion c. Choice d.
Repetition e. Loyalty
1. a, b & c are correct
2. a, b & d are correct
3. b, c & d are correct
4. c, d & e are correct
5. All are correct


Customer Relationship Management is a concept that became very popular
during ------- year.
1. 1990
2. 1980
3. 1970
4. 1960
Select the best option.

State whether the following statement is true or false. Lifetime Value is
typically used to judge the appropriateness of the costs of acquisition of a
customer.
1. true
2. false

CRM process begins -------. a. After sales b. After and before sales c. After
purchase d. Before sales
1. a is correct
2. b is correct
3. c is correct
4. d is correct

An example of a first-level relationship marketing program would be a(n): a.
Fan club for a famous entertainer. b. High-school alumni association. c. Club
for owners of a particular model of car. d. Two-for-one deal on airline tickets.
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Objective of CRM is to turn customers into -------. a. Competitors b. Well
wisher c. Partners d. Promoters
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Read
Question the statement
Completion carefully.
Status:
Companies want to maintain strong ------- with their clients while
simultaneously increasing their profits.
1. Benefits
2. Relationships
3. Increasing
4. Focus
Pick the best fit.

Customers who are signed up for an online service who use it within a define
time period, e.g. at least once a month are described as: a. Dormant b.Active
c. Inactive d. None of the above
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

Customer ------- is to find new customer. a. Acquisition b. Retention c.
Acceptance d. Satisfaction
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. All are correct

customer complaint resolution process includes
1. Focus on the Customer
2. Focus on the Complaint
3. Focus on Solicit Improvement
4. Focus on visibility of complaints
Select
Question the mostStatus:
Completion 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

ESI allows parallel development of product and service design in an iterative
interaction with the suppliers. The term ESI means:
1. Early Supplier Involvement
2. Early Supplier Implementation
3. Early Supplier Implication
4. Early Supplier Inventories

Receiving a required inventory item at the exact time needed. a. TQM b. JIT
c. BPR d. PERT
1. a is correct
2. b is correct
3. c is correct
4. d is correct

------- based marketing which emphasized offering better value to customers
money by constantly improving the quality of products and services offered to
customers.
1. Product
2. Value
3. Customer
4. Marketing

The approach would eliminate or minimize the gap between the organisation
and its customers known as
1. Customer Centric Approach
2. Resource Centric Approach
3. Product Centric Approach
4. Marketing Centric Approach

In the case of internal contacts, incentive and bonus schemes help improve
morale,
Question while inStatus:
Completion the case of external contacts; it would be the ------- that is
important.
1. Quality of service
2. Customer
3. Market environment
4. Competitors

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

Scientific Management introduced by -------
1. F.W. Taylor Frederick
2. Henry Fayol
3. Henry Ford
4. Mc Gregor

BPR was first introduced in a research program at MIT (Massachusetts
Institute of Technology)in the early -------.
1. eighties
2. nineties
3. Seventies
4. Sixties

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

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

State whether the following statement is true or false. Rational buying is a
more systematic buying influenced by reason and logic.
1. true
2. false

The heart of modern strategic marketing can be described as STP marketing
namely a. Segmenting, Targeting, and Positioning b. satisfaction, Touch
Points, and Positioning c. Segmenting, Touch points, and Positioning d.
satisfaction, Touch points, and Production
1. a is correct
2. b is correct
3. c is correct
4. d is correct

Marketing evaluation and ------- processes are necessary to understand the
efficiency and effectiveness of marketing activities and how both could be
improved. a. Control b. Analysis c. Measurement d. Feedback e. Consumer
behavior
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct
Pick the best fit.

Functional components include: a. Sales Application b. Marketing Automation
c. Customer Service Application d. Support Application 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

Cell phone manufacturer has to choose between two options for sourcing
parts for example Japan-based Keiko Inc. and U.S.-based Global Tech. How
can Keiko reduce the total customer cost ? a. Absorbing some risk by offering
g y g
a warranty
Question b. Improving
Completion Status: the functional aspects of the products c. Augmenting
the psychological benefits of the products d. Training service personnel to
improve their skills e. Investing in brand building for the products
1. a is correct
2. b is correct
3. c is correct
4. d is correct
5. e is correct

Product planners need to think about products and services on three levels.
Level one (core product) is the most basic level and simply looks at what
people set out to buy and what benefits the producer would like their product
to offer buyers. Level two, actual product is about translating the list of core
product benefits into a product that people will buy. There may be competitor
products offering the same benefits so the aim at this stage is to design a
product that will persuade people to purchase your product. Level three,
augmented product involves deciding the additional non tangible benefits that
a product can offer. Competition at this level is based around after sales
service, help lines, warranties, free/cheap delivery and so on. In other words it
is things that the product does not do but customers may find them useful.
Each level adds more customer value. The most basic level is the ------- which
addresses the question, “What is the buyer really buying?” a. Actual product
b. Augmented product c. Core benefit d. Co-branding
1. a is correct
2. b is correct
3. c is correct
4. d is correct
Match the following terms with appropriate words.

Behaviour prediction helps marketing departments determine what customers
are likely to do in the future and includes several variations. Thus there are
two sections where variations and their meanings are given. Section A (i)
Propensity-to-buy analysis (ii) Next sequential purchase (iii) Product affinity
analysis (iv) Price elasticity modelling Section B a. Understanding which
products a particular customer is likely to purchase b. Predicting what product
or service a customer is likely to buy next c. Understanding which products
will be purchased with other products. Also known as “market basket analysis”
d. Determining the optimal price for a given product, often for a given
customer or customer segment. Answers 1. (i)a, (ii)c, (iii)d, (iv)b 2. (i)a, (ii)c,
(iii)b, (iv)d 3. (i)a, (ii)b, (iii)c, (iv)d 4. (i)a, (ii)b, (iii)d, (iv)c
1. Answer 1 is correct
Read the paragraph carefully.

It is a web based Sales Force Automation tool that helps you to focus on un-
covered customer-revenue opportunities that are not possible in a manual
sales process. The architecture of the product brings your Customers/Sales
Teams/Channel partners into a single centralized structure. or in simple words
we can say it focussed management of the whole ebusiness relationship in
regard to every each customer. This is in order to create measure and
increase income and minimize costs for each customer and segment and
increase income and minimize costs for each customer and segment and
therefore
Question generate
Completion greater positive lifetime value. It helps the business to
Status:
operate more efficiently and profitably. This paragraph is based on the
concept of:
1. e-CRM
2. Quality Control
3. CRM
4. Six Sigma
Click Save and Submit to save and submit. Click Save All Answers to save all answers.
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5/4/2020 Take Test: MBCH772D-Customer Relationship Management-Jan20-...

Md. Saquib Khursheed 9

H My Assignments Take Test: MBCH772D-Customer Relationship Management-Jan20-Assignment2 ?

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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