Customer Relationship Management (CRM) MCQs Quiz Multiple Choice Questions & Answers

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

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

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

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

1. Single
2. Several
3. None
4. None of the above

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

1. Inspirational groups
2. Reference groups
3. Dissociative groups
4. None of the above

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

1. company relationship management
2. supplier management
3. retailers management
4. customer relationship management

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

1. customer funnel
2. company funnel
3. marketing funnel
4. retailers funnel

21. Aggregate value of customers base is classified as

1. shareholder value
2. base value
3. retention value
4. marketers base value

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

1. business database
2. customer database
3. databases marketing
4. company marketing

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

1. value proposition
2. customer proposition
3. product proposition
4. brand proposition

24. Third step in customers value analysis

1. assessing attributes importance
2. assessing companys performance
3. monitoring competitors performance
4. both b and c

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

1. total economic cost
2. total functional cost
3. total customer cost
4. total functional cost

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

1. conversion rates
2. marketing rates
3. shopping rates
4. loyalty rates

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

1. retailers management
2. customer relationship management
3. company relationship management
4. supplier management

28. Companys customer relationship capital is another name of

1. satisfied customers
2. dissatisfied customers
3. customer retention
4. customer conversion

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

1. total customer cost
2. psychological cost
3. personal benefits
4. image benefits

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

1. dissatisfaction
2. superior value
3. profitable customers
4. satisfied customers

31. Customers lifetime purchases that generate net present value of future profit streams is called

1. customer lifetime value
2. customer purchases value
3. customer cost incurred
4. customer relationships

32. Total customer benefits includes

1. product benefits
2. services benefit
3. image benefit
4. all of above

33. Programs designed for customers which is limited to any affinity group are classified as

1. club membership programs
2. royalty programs
3. loyalty programs
4. group membership programs

34. First step in analysis of customer value is to

1. identify customers value attributes
2. assessing attributes importance
3. assessing companys performance
4. assessing competitors performance

35. Difference between customers evaluation including all costs incurred and benefits is called

1. customer perceived value
2. company market value
3. customer affordability
4. customer reliability

36. Process of building, organizing and using databases of customers to build customer relationship is classified as

1. database marketing
2. customer database
3. detailed database
4. company database

37. Perceived monetary value of all benefits which customers expect from a given product because of brand image is called

1. total customer benefit
2. total customer cost
3. total economic cost
4. total functional cost

38. System includes all experiences while using market offering is classified as

1. customer proposition
2. value delivery system
3. product proposition
4. distinctive proposition

39. Number of customers or potential customers who will help in companys growth is classified as

1. customer base
2. retailer base
3. distributors base
4. marketers base

40. Any occasion on which brand or product is encountered by end customers is called

1. customer touch point
2. company touch point
3. retailers touch point
4. relationship touch point

41. Technique which tries to identify real cost of serving an individual customer is called

1. activity based accounting
2. cost based accounting
3. price based accounting
4. turnover based accounting

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

1. company relationship management
2. supplier management
3. retailers management
4. customer relationship management

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

1. customer funnel
2. company funnel
3. marketing funnel
4. retailers funnel

44. Aggregate value of customers base is classified as

1. shareholder value
2. base value
3. retention value
4. marketers base value

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

1. business database
2. customer database
3. databases marketing
4. company marketing

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

1. value proposition
2. customer proposition
3. product proposition
4. brand proposition

47. This is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information.

1. customer managed relationship
2. data mining
3. permission marketing
4. one-to-one marketing

48. In an Internet context, this is the practice of tailoring Web pages to individual users characteristics or preferences.

1. Web services
2. customer-facing
3. client/server
4. personalization

49. This is the processing of data about customers and their relationship with the enterprise in order to improve the enterprises future sales and service and lower cost.

1. clickstream analysis
2. database marketing
3. customer relationship management
4. CRM analytics

50. This is a broad category of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions.

1. best practice
2. data mart
3. business information warehouse
4. business intelligence