vu mkt610 Final Term - Quiz No.4
vu mkt610 Customer Relationship Management Quiz
This quiz belongs to book/course code vu mkt610 Customer Relationship Management of vu organization. We have 7 quizzes available related to the book/course Customer Relationship Management. This quiz has a total of 10 multiple choice questions (MCQs) to prepare and belongs to topic Final Term. NVAEducation wants its users to help them learn in an easy way. For that purpose, you are free to prepare online MCQs and quizzes.
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Question 1: Inquisitive is the characteristic of which of the following category?
Hypocritical mood customer
Complaining mood customer
Objection mood customer
Indifference mood customer
Question 2: Which of the following process consists of the buying and selling of products or services over electronic systems such as the internet and other computer networks?
E-mail Marketing
Web Personalization
Sales force Automation
E-commerce
Question 3: Which of the following is the act of designing the company’s offering and image to occupy a distinctive place in the mind of the target market?
Segmenting
Positioning
Targeting
Imaging
Question 4: It is likely that global competition will become more fiercely intensive because:
Organizations are forming alliances with other market players.
Competitors are becoming more aggressive.
Competitors can seemingly access any international market and compete freely.
Competitors are increasing in size and have more resources to compete
Question 5: Which one of the following options is NOT considered a major area on which customer relationship management focuses?
Expansion of customer base
Reduction of advertising costs
Gaining new customers but no focus on existing ones
Personal information gathering and processing
Question 6: Identify which is NOT the part of Modules of CRM
Advanced technologies
Functional components
Financial components
Channel
Question 7: Customer service facilitation includes EXCEPT:
Divert attention of customer
Resolve problem
Improve efficiency
Provide full information
Question 8: Customer satisfaction with the purchase of a product is dependent upon what?
The product's performance relative to the buyer's expectations
The product's performance relative to the price
The product's performance relative to the service
The product's performance relative to the quality
Question 9: Salesforce.com was one of the first to deliver customer relationship management (CRM) software over the internet. Many companies are using CRM to create more sales with existing customers. All of these companies are banking on the increasing importance of __________ as a growing source of sales.
Media convergence
Distribution elasticity
E-commerce
Sales force automation
Question 10: Any single product or service can deliver
Same benefits to different customers
Same benefits to delighted customers
Different benefits to different customers
Same benefits to loyal customer
