Customer Relationship Management (CRM) MCQ Questions and Answers for Practice

1. Customer Relationship Management is about

1. Acquiring the right customer
2. Instituting the best processes
3. Motivating employees
4. All of the above

2. CRM technology can help in

1. Designing direct marketing efforts
2. Developing new pricing models
3. Processing transactions faster
4. All of the above

3. A .......... is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.

1. Customer database
2. Customer mailing list
3. Business database
4. None of the above

4. .......... uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.

1. Data mining
2. Data survey
3. CRM
4. None of the above

5. The main drawback of CRM is

1. Implementing CRM before creating a customer strategy
2. Rolling out CRM before changing the organization to match
3. Stalking, not wooing, customers
4. All of the above

6. The marketing messages committed to customers wishes is a part of

1. Permission marketing
2. Activity marketing
3. Supplier marketing
4. None of the above

7. The method used to assess real cost of providing services to an individual customer is

1. Cost based accounting
2. Activity based accounting
3. Turnover based accounting
4. Price based accounting

8. .......... is any occasion on which the brand or product is used by end customers.

1. Customer touch point
2. Retailers touch point
3. Company touch point
4. None of the above

9. .......... is the study of how individuals, groups and organizations select, buy, use and dispose off goods, services, ideas or experiences to satisfy their needs and wants.

1. Consumer behavior
2. Product cycle
3. Purchase behavior
4. None of the above

10. A consumer buying behavior is influenced by

1. Cultural and social factors
2. Personal factors
3. Both a and b
4. None of the above.

11. .......... exerts the broadest and deepest influence on buying behavior.

1. Social factors
2. International factors
3. Personal factors
4. Cultural factors

12. .......... is the fundamental determinant of a persons wants and behavior.

1. Culture
2. Attitude
3. Value
4. None of the above

13. Indian marketers use a term called socioeconomic classification, which is based on the .......... of chief wage earner.

1. Education
2. Occupation
3. Both a and b
4. None of the above

14. Socioeconomic system classifies urban households into .......... broad categories.

1. 4
2. 8
3. 6
4. None of the above

15. For the rural areas, the socioeconomic system use .......... of the chief wage earner.

1. Occupation and Type of home
2. Education and occupation
3. Education and type of home
4. None of the above