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409 MKT SE – IL - MKT- 13 Customer Relationship Management
MBA SEM-IV 2021-22 Online Exam
S. P. Mandali's
Prin. N.G.Naralkar Institute of Career Development & Research
536 Shaniwar Peth, Appa Balwant Chowk (ABC Chowk) Pune-411030
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MBA-II
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Marketing Management (MKT)
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Operations and Supply chain Management (OSCM)
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409 MKT SE – IL - MKT- 13 Customer Relationship Management
MBA SEM-IV 2021-22 Online Exam
Total Questions : 25
Per Questions Mark : 1
Passing Mark : 10
1. Customer Relationship Management is about
A. acquiring the right customer
B. instituting the best processes
C. motivating employees
D. all of the above
Clear selection
2. CRM technology can help in
A. designing direct marketing efforts
B. developing new pricing models
C. processing transactions faster
D. all of the above
Clear selection
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.
A. customer database
B. customer mailing list
C. business database
D. none of the above
Clear selection
4. _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.
A. data mining
B. data survey
C. crm
D. none of the above
Clear selection
5. The main drawback of CRM is
A. implementing crm before creating a customer strategy
B. rolling out crm before changing the organization to match
C. stalking, not wooing, customers
D. all of the above
Clear selection
6. The marketing messages committed to customers wishes is a part of
A. permission marketing
B. activity marketing
C. supplier marketing
D. none of the above
Clear selection
7. The method used to assess real cost of providing services to an individual customer is
A. cost based accounting
B. activity based accounting
C. turnover based accounting
D. price based accounting
Clear selection
8. _______is any occasion on which the brand or product is used by end customers.
A. customer touch point
B. retailers touch point
C. company touch point
D. none of the above
Clear selection
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.
A. consumer behavior
B. product cycle
C. purchase behavior
D. none of the above
Clear selection
10. A consumer buying behavior is influenced by
A. cultural and social factors
B. personal factors
C. both a and b
D. none of the above.
Clear selection
11. ________ exerts the broadest and deepest influence on buying behavior.
A. social factors
B. international factors
C. personal factors
D. cultural factors
Clear selection
12. ________ is the fundamental determinant of a person’s wants and behavior.
A. culture
B. attitude
C. value
D. none of the above
Clear selection
13. Indian marketers use a term called socioeconomic classification, which is based on the _______ of chief wage earner.
A. education
B. occupation
C. both a and b
D. none of the above
Clear selection
14. Socioeconomic system classifies urban households into _____ broad categories.
A. 4
B. 8
C. 6
D. none of the above
Clear selection
15. For the rural areas, the socioeconomic system use _________ of the chief wage earner.
A. occupation and type of home
B. education and occupation
C. education and type of home
D. none of the above
Clear selection
16. Socioeconomic system classifies rural households into _____ broad categories.
A. 8
B. 6
C. 4
D. none of the above
Clear selection
17. Social class is indicated by ________variables.
A. single
B. several
C. none
D. none of the above
Clear selection
18. A person’s _________ are all the groups that have a direct or indirect influence on their attitudes or behavior.
A. inspirational groups
B. reference groups
C. dissociative groups
D. none of the above
Clear selection
19. Process of manage information about customers to maximize loyalty is said to be
A. company relationship management
B. supplier management
C. retailers management
D. customer relationship management
Clear selection
20. In buyer decision process, percentage of potential customers in a given target market is called
A. customer funnel
B. company funnel
C. marketing funnel
D. retailers funnel
Clear selection
21. Aggregate value of customer's base is classified as
A. shareholder value
B. base value
C. retention value
D. marketers base value
Clear selection
22. Record which is based on business customers past purchases, sales price and volumes is classified as
A. business database
B. customer database
C. databases marketing
D. company marketing
Clear selection
23. Whole cluster of benefits when company promises to deliver through its market offering is called
A. value proposition
B. customer proposition
C. product proposition
D. brand proposition
Clear selection
24. Third step in customer's value analysis
A. assessing attributes importance
B. assessing company\s performance
C. monitoring competitors performance
D. both b and c
Clear selection
25. All costs customer expects to incur to buy any market offering is called
A. total economic cost
B. total functional cost
C. total customer cost
D. total functional cost
Clear selection
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