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1. One of the following is not a merit of CRM
a.Psychology of being tracked
b.It helps in getting all the data centralized.
c.It builds long lasting relationships with customers
d.It helps to manage your growing database and speeds up the growth process
2. Which of the CRM technology components sit between back office and front office?
a.Enterprise application integration
b.Front office solutions
c.CRM engine
d.Data migration software
3. What focuses upon the creation of and delivery of lifetime value to the customer?
a.Work plan
b.Customer life cycle
c.Customer engagement
d.Customer management
4. Which of the following is not a step taken by firms to mitigate customer defection?
a.The company needs to estimate how much profit it loses and when it loses customers
b.The company must define and measure its retention rate
c.Listening to customers
d.Information dissemination
5. All but one of the following are a consequence of a highly satified customer
a.Speaks favorably of the firm and its products and services
b.Work for the firm
c.Continue shopping for a long time
d.Buys more as long as the firm produces new products and the existing products are improved
6. What is the first step in the CRM implementation process?
a.Business objectives
b.Progarmme initiatives
c.Technology
d.Suppliers
7. The CRM selection and implementation processes does not include one of the following
a.Technology management
b.CRM review and selection
c.Project management
d.Data migration
8. One of the following is not an important decision in the CRM formation process
a.Purpose definition
b.Developing CRM programmes
c.Selecting parties
d.Customer acquisition
9. What is the first step in the Jim Sterne and Matt Cutler\'s five-step customer life cycle
a.Conversion
b.Reach
c.Retention
d.Acquisition
10. One of the following is not a tool deployed by CRM project manager to help keep the CRM project on track
a.Budget spreadsheet
b.Calender
c.Technology file
d.Work plan
11. Which designation in the customer behaviour decision role involves someone recommending a given brand?
a.The user
b.The decider
c.The influencer
d.The initiator
12. The activities that take place before or in the early stages of the relationship, such as identifying potential customers is called what?
a.Relation maintenance
b.Relationship inception
c.Relationship initiation
d.Relationship termination
13. The era of mass production in the CRM evolution was birth in when
a.1990s
b.20th century
c.1800s
d.1970s
14. The tool that houses a list of vendor costs, software fees, and other costs per month during CRM implementation is called what?
a) udget spreadsheet
b) b.Task list
c) c.Work plan
d) d.Calender
15. Anything that is offered for acquisition, use and disposal, and thatsatisfies the needs of the target market is called what?
a.Promotion
b.Price
c.Product
d.Place
16. All but one of the following is not a component of CRM
a.Key customers
b.Technology
c.Knowledge management
d.Competitors
17. Which of the consumer behaviour models focuses on the relationship between the firm and its potential consumers
a.The Black Box Model
b.Engel-Blackwell-Kolat Model
c.Howard-Sheth Model
d.Nicosia model
18. Customer behaviour is inter-disciplinary subject that borrows knowledge from the following fields except
a.Geology
b.Sociology
c.Economics
d.Psychology
19. One of the following is not a customer response level
a.Inquisitive responses
b.Cognitive response
c.Conative response
d.Affective response
20. What stage of the CRM implementation pahse involves an agreement with a CRM vendor or outside consultant regarding setup, services, and support of your CRM system?
a.Agreement
b.Licensing
c.Contracting
d.Management phase
21. The process of delivering information and services regarding all the products and brands is termed what?
a.Customer service
b.Customer satisfaction
c.Customer compliants
d.Customer response
22. What is the first stage in the buyer decision making process?
a.Problem recognition
b.Actual purchase
c.Evaluation of alternatives
d.Information search
23. All but one are components of CRM technology
a.Master list
b.CRM engine
c.Enterprise application integration
d.Front office solutions
24. One of the following is not a critical element of the customer-facing level CRM process
a.Customer service
b.Relationship maintenance
c.Relationship initiation
d.Relationship termination
25. The unified applications that run on the top of the customer data warehouse is called what?
a.Enterprise application integration
b.Data spreadsheet
c.Front office solutiomns
d.CRM data
26. The emotional response to the experience provided by, (or associated with) particular products or services purchased, retail outlets, or even molar patterns of behaviour, as well as the overall marketplace is called what
a.Customer service
b.Customer satisfaction
c.Customer loyalty
d.Service branding
27. Which of the following is not a component of CRM value chain proposed by Buttle (2011)?
a.Customer portfolio analysis
b.Customer intimacy
c.Network development
d.Customer attention
28. One of the following is a key consideration in CRM software contracting and licensing
a.Downplay communication lines
b.Ensure that a room for negotiation is not created
c.Do not consider costs
d.Establish a data-migration plan
29. What is the most appropriate term for describing the reaction by the organization to the queries and activities of the customer
a.Customer feedback
b.Customer needs
c.Customer response
d.Customer loyalty
30. The provision of service to customers before, during and after a purchase is called what?
a.Customer service
b.Customer maintenance
c.Relationship marketing
d.Provision of service
31. Successful customer relationship management is a result of all the following except one
a.Employees
b.Process
c.Marketing offerings
d.Technology
32. The following are tactics that firms can deploy to create customer loyalty except one
a.Rewarding those who send new customers
b.Retailing
c.Sending thank-cards
d.ending personal letters
33. One of the following is not a tool deployed by CRM project manager to help keep the CRM project on track
a.Technology file
b.Budget spreadsheet
c.Calender
d.Work plan
34. What is the last phase in the customer life cycle development
a.Retention
b.Conversion
c.Acquisition
d.Loyalty
35. One of the following is not an important decision in the CRM formation process
a.Purpose definition
b.Customer acquisition
c.Selecting parties
d.Developing CRM programmes
36. Which of the following is correct?
a.CRM is a business strategy directed to understand, anticipate and respond to the needs of an enterprise\'s current and potential customers in order to grow the relationship value
b.CRM is for nurturing short-term relationships with customers
c.CRM is not a strategic marketing area
d.CRM works only for small businesses
37. The type of CRM strategy that focuses on relating with customers on discrete or piece meal basis is called what?
a.Transactional approach
b.Relationship approach
c.Conventional approach
d.Engagement approach
38. Which of the CRM technology components sit between back office and front office?
a.Front office solutions
b.Enterprise application integration
c.Data migration software
d.CRM engine
39. What is the root of the modern customer service in the CRM evolution cycle?
a.The era of mass production
b.The Craftman Economy
c.The era of simplicity and convenience
d.The era of mass marketing
40. What focuses upon the creation of and delivery of lifetime value to the customer?
a.Customer management
b.Work plan
c.Customer engagement
d.Customer life cycle
41. What stage of the CRM implementation pahse involves an agreement with a CRM vendor or outside consultant regarding setup, services, and support of your CRM system?
a.Contracting
b.Licensing
c.Agreement
d.Management phase
42. Frequency progarms and clubs marketing programs are examples of what retention building approach
a.Financial benefits
b.Product planning
c.Social benefits
d.Structural ties
43. The undertaken activities of an organization to create market intelligence that the organization can leverage to build and sustain a profit-maximizing portfolio of customer relationships
a.Cross-functional CRM processes
b.CRM macro-level processes
c.Customer-level facing CRM processes
d.Customer-oriented CRM processes
44. Anything that is offered for acquisition, use and disposal, and thatsatisfies the needs of the target market is called what?
a.Promotion
b.Price
c.Product
d.Place
45. Which of the consumer behaviour models focuses on the relationship between the firm and its potential consumers
a.Howard-Sheth Model
b.The Black Box Model
c.Engel-Blackwell-Kolat Model
d.Nicosia model
46. One of the following is not correct
a.CRM is a procedure that is crucial for every business
b.CRM is solely used for establishing short-term healthy relationships with customers or clients
c.CRM is an upright concept or strategy to solidify relations with customers
d.A CRM system is implemented for small business, as well as large enterprises
47. The items which buyers are willing to expend considerable effort in planning and making the purchase is called what?
a.Speciality products
b.Convenience products
c.Shopping products
d.Unsought products
48. The tool that houses a list of vendor costs, software fees, and other costs per month during CRM implementation is called what?
a.Task list
b.Calender
c.Budget spreadsheet
d.Work plan
49. Which of the following strategies is outside the confines of relationship maintenance
a.Retention programs
b.Contract reenactment
c.Up-selling
d.Cross-selling
50. Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers
a.TRUE
b.None of the above
c.Undecided
d.FALSE
51. The provision of service to customers before, during and after a purchase is called what?
a. Customer service
b.Provision of service
c.Relationship marketing
d.Customer maintenance
52. A term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service is called what?
a.Data mining
b.transactional relationship
c.Customer life cycle
d.programme initiatives
53. Which of the following is not a guideline to consider during data migration
a.Identification of data migration tools
b.Data testing
c.Calender
d.Data improvement
54. Which of the following is not a customer retention strategy?
a.People
b.Process
c.Technology
d.Product
55. Which one of the following is a major drawback of CRM?
a.Managing a growing database
b.Psychology of being tracked
c.Difficulty in building customer relationships
d.Data centralization
56. One of the following is not a critical element of the customer-facing level CRM process
a.Relationship termination
b.Relationship initiation
c.Relationship maintenance
d.Customer service
57. What is the most appropriate term for describing the reaction by the organization to the queries and activities of the customer
a.Customer response
b.Customer loyalty
c.Customer feedback
d.Customer needs
58. Which of the following is not one of the duties of a CRM manager?
a.Working closely with all departments to ensure the CRM works effectively for all aspects of the company
b.Overseeing direct communications with customers through the CRM
c.Recruiting or onboarding customers
d.Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty
59. Which one of the following is a major drawback of CRM?
a.Managing a growing database
b.Psychology of being tracked
c.Difficulty in building customer relationships
d.Data centralization
60. Customer acquisition focuses on all of the following except one
a.Novice customers
b.The suspects
c.The lapsed customers
d.The enquiries