Customer Relationship Management (CRM) MCQ Multiple Choice Questions for Practice

Q: 1. Customer Relationship Management is about

Correct Answer is: All of the above

Q: 2. CRM technology can help in

Correct Answer is: All of the above

Q: 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.

Correct Answer is: Customer database

Q: 5. The main drawback of CRM is

Correct Answer is: All of the above

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

Correct Answer is: Permission marketing

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

Correct Answer is: Activity based accounting

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

Correct Answer is: Customer touch point

Q: 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.

Correct Answer is: Consumer behavior

Q: 10. A consumer buying behavior is influenced by

Correct Answer is: Both a and b

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

Correct Answer is: Cultural factors

Customer Relationship Management (CRM) MCQs are essential practice tools for students and exam aspirants. These questions cover a wide range of CRM concepts and help you test your knowledge and understanding effectively.

About Customer Relationship Management (CRM) MCQ Questions

Customer Relationship Management (CRM) is a strategy for managing an organization's interactions with current and potential customers. It involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. The MCQs in this category cover key concepts such as CRM systems, customer engagement, data analysis, and customer service strategies.

Why Practice Customer Relationship Management (CRM) Objective Questions?

Practicing CRM objective questions offers several benefits. It helps you prepare for school or college exams, enhances your understanding of CRM principles, and boosts your confidence for job interviews. Regular practice also aids in concept revision and ensures you stay updated with the latest CRM trends and technologies.

Who Should Use These MCQs?

Students preparing for school or college exams
Competitive exam aspirants
Candidates preparing for interviews

Customer Relationship Management (CRM) MCQ Questions for Practice

1. Customer Relationship Management is about

Acquiring the right customer
Instituting the best processes
Motivating employees
All of the above

2. CRM technology can help in

Designing direct marketing efforts
Developing new pricing models
Processing transactions faster
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.

Customer database
Customer mailing list
Business database
None of the above

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

Data mining
Data survey
CRM
None of the above

5. The main drawback of CRM is

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

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

Permission marketing
Activity marketing
Supplier marketing
None of the above

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

Cost based accounting
Activity based accounting
Turnover based accounting
Price based accounting

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

Customer touch point
Retailers touch point
Company touch point
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.

Consumer behavior
Product cycle
Purchase behavior
None of the above

10. A consumer buying behavior is influenced by

Cultural and social factors
Personal factors
Both a and b
None of the above.

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

Social factors
International factors
Personal factors
Cultural factors

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

Culture
Attitude
Value
None of the above

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

Education
Occupation
Both a and b
None of the above

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

4
8
6
None of the above

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

Occupation and Type of home
Education and occupation
Education and type of home
None of the above

16. Socioeconomic system classifies rural households into .......... broad categories.

8
6
4
None of the above

17. Social class is indicated by .......... variables.

Single
Several
None
None of the above

18. A persons .......... are all the groups that have a direct or indirect influence on their attitudes or behavior.

Inspirational groups
Reference groups
Dissociative groups
None of the above

19. Process of manage information about customers to maximize loyalty is said to be

company relationship management
supplier management
retailers management
customer relationship management

20. In buyer decision process, percentage of potential customers in a given target market is called

customer funnel
company funnel
marketing funnel
retailers funnel

21. Aggregate value of customers base is classified as

shareholder value
base value
retention value
marketers base value

22. Record which is based on business customers past purchases, sales price and volumes is classified as

business database
customer database
databases marketing
company marketing

23. Whole cluster of benefits when company promises to deliver through its market offering is called

value proposition
customer proposition
product proposition
brand proposition

24. Third step in customers value analysis

assessing attributes importance
assessing companys performance
monitoring competitors performance
both b and c

25. All costs customer expects to incur to buy any market offering is called

total economic cost
total functional cost
total customer cost
total functional cost

26. Percentage or number of customers who move from one level to next level in buying decision process is called

conversion rates
marketing rates
shopping rates
loyalty rates

27. Customized products and services for customers and interaction to individual customers are part of

retailers management
customer relationship management
company relationship management
supplier management

28. Companys customer relationship capital is another name of

satisfied customers
dissatisfied customers
customer retention
customer conversion

29. Companys monetary, time and energy cost, all are included in

total customer cost
psychological cost
personal benefits
image benefits

30. A person or company that yields a revenue more than incurred costs of selling and serving is called

dissatisfaction
superior value
profitable customers
satisfied customers

Customer Relationship Management (CRM) MCQ Multiple Choice Questions for Practice

About Customer Relationship Management (CRM) MCQ Questions

Why Practice Customer Relationship Management (CRM) Objective Questions?

Who Should Use These MCQs?

Customer Relationship Management (CRM) MCQ Questions for Practice

1. Customer Relationship Management is about

2. CRM technology can help in

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.

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

5. The main drawback of CRM is

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

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

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

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.

10. A consumer buying behavior is influenced by

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

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

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

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

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

16. Socioeconomic system classifies rural households into .......... broad categories.

17. Social class is indicated by .......... variables.

18. A persons .......... are all the groups that have a direct or indirect influence on their attitudes or behavior.

19. Process of manage information about customers to maximize loyalty is said to be

20. In buyer decision process, percentage of potential customers in a given target market is called

21. Aggregate value of customers base is classified as

22. Record which is based on business customers past purchases, sales price and volumes is classified as

23. Whole cluster of benefits when company promises to deliver through its market offering is called

24. Third step in customers value analysis

25. All costs customer expects to incur to buy any market offering is called

26. Percentage or number of customers who move from one level to next level in buying decision process is called

27. Customized products and services for customers and interaction to individual customers are part of

28. Companys customer relationship capital is another name of

29. Companys monetary, time and energy cost, all are included in

30. A person or company that yields a revenue more than incurred costs of selling and serving is called

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