vu mkt610 Final Term - Quiz No.2

vu mkt610 Customer Relationship Management Quiz

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Question 1: Companies can build interest and enthusiasm by using databases to remember customer preferences. This strategy helps to which of the following?

Identify prospects

Avoid serious customer mistakes

Reactivate dormant customers

Deepen customer loyalty

Question 2: /Electronic booksellers like amazon.com and barnesandnoble.com are likely to enjoy strong sales in the future because books are a product category that:

Can be delivered digitally

Are highly standardized

Require audio or video demonstration

Do not require pre-purchase trial

Question 3: In which of the following phase of CRM, a business relies on CRM software tools and databases to help the company proactively identify and reward its most loyal and profitable customers to expand their business via targeted marketing and relationship marketing programs.

Satisfied

Retain

All of the given options

Acquire

Question 4: Which of the following is the application of insight to create relevant interaction or communication with consumers, customer’s channels suppliers and partners that build value relationships?

Combine

Correlate

Cognize

Connect

Question 5: Negotiation is a give and take activity in which both parties try to shape a deal that satisfies both of them; it reflects which one of the following negotiation?

Standard negotiation

Co-operative negotiation

Collusive negotiations

Competitive negotiation

Question 6: The changing demographics of global consumers has tremendous implications on the nature of opportunities for organizations. In view of this which of the following statements in incorrect

Global marketers need to face up to the challenges.

This can only be regarded as a major threat to the survival of today's organizations as it will bring significant costs to them.

There has been a reduction in birth rates in many developed economies.

Businesses need to develop and market products and services that cater to the changing needs of the ageing consumers

Question 7: In which case, probability of customer incraese to become a defector?

Complaints not expressed but resolved

Complaints expressed and resolved

Complaints not expressed and not resolved

Complaints expressed but not resolved

Question 8: The marketing concept holds that customers will remain loyal if:

The company produces a product with enough features to satisfy everybody

The company's marketing activities are persuasive enough.

A company offers numerous 'specials'.

The customers' needs are met at a price that represents value for money.

Question 9: Which of the following is the description of good sales people?

On site support

Problem solver

Organized

Empathetic

Question 10: Customer relationship management applications dealing with the analysis of customer data to provide information for improving business performance best describes by which of the following?

Generic customer relationship management applications

Supply chain management applications.

Analytical customer relationship management applications

Operational customer relationship management applications

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