Which one of the following options drives the utility of product?
Consumer
Customer and consumer
Buyer
Customer
Customer complaints are helpful for organization because resolution of complaints leads to stronger relationship. Following are the benefits of customer complaints EXCEPT:
Increase customer satisfaction
Create nuisance
Improve product efficiency
Improve sales services
Recognize which of the following is an acronym of TCCP.
Total customer convenience program
Total customer care program
Total customer commitment program
Total customer courtesy program
Customer services department is responsible of providing services at which time?
Before purchase and after purchase
At the time of purchase
Before purchase
After purchase
What happened immediately after World War II?
Values of customer service increased
Nothing happened
Power of supplier increased
Power of customer increased
Which one of the following statements is TRUE in context of customer relationship management (CRM)?
CRM is one of the smallest functions of many business functions
CRM is the only principal function of the firm to achieve customer satisfaction
A firm can practice marketing without CRM to achieve customer satisfaction
CRM is included in all the different business functions to achieve customer satisfaction
Which of the following is included in effective listening?
Confirming one understands a message
Showing biased behaviors
Filtering out points of disagreement
Criticizing on each point of the speaker
An organization's strengths and weaknesses are determined relative to which of the following?
Suppliers Competitors Government Customers
Which one of the following tasks is NOT concerned with strategy implementation?
Situational analysis Managing the process Responsibility of specific tasks Allocation of sufficient resources
Companies often fail to analyze brands, competitor s activities and pricing strategies that having impact on their products and customers. This statement reflects which one of the following failures of strategic plans?
Failure to obtain senior management commitment Poor communications Failure to coordinate
Inability to predict environmental reaction
Which one of the following concepts deals with the same product available in different weights?
Proliferation of labeling Proliferation of imaging Proliferation of packaging Proliferation of brand
The customer left to use the specific product because of late supplies of the product. This defection refers to which one of the following reasons?
Dissatisfied with the product Dissatisfied with the sales person Displeasure at the point of purchase
Dissatisfied with the elements of marketing mix
In property development, customer relationship is based on which of the following factors?
Attitudes Money Trust Convenience
Which one of the following sets MOST accurately describes public relations?
High cost, low credibility and low control High cost, high credibility and high control
High cost, low credibility and high control Low cost, high credibility and low control
All of the following statements are principles of communication EXCEPT:
Communication is a process Communication is verbal or non-verbal Communication is static
Communication is a system
The main public relations activities are:
Direct marketing Publicity and event management Print advertising Personal selling
Customized marketing program designed to build long-term relationships with individual customers is known as:
One to one marketing Telemarketing Advertising Direct marketing
Which of the following is a non-personal form of promotion that is delivered through selected media outlets that, under most circumstances, require the marketer to pay for message placement?
Advertising Word of mouth Direct mail Publicity
The term product should be broadly interpreted to encompass:
All intangible items Tangible items and issues All tangible items Information, services, ideas and issues
Customer relationship management is considered as:
A process A product Process and product both A tool
The largest medium for direct response is:
Telemarketing Broadcast Door-to-door Mail
Which of the following is NOT a benefit of direct marketing?
Convenience Interactive Customer relationship building Assists client prospecting
Which one of the following reflects e-commerce for buyer point of view?
Has no impact on transaction costs Has no impact on product prices Increases product prices
Reduces product prices
Which of the following is NOT a characteristic of the Business-to-Business arena?
Large markets Wide geographic spread Complex buyer behavior Low volume of transactions
A customer-centered company is one that focuses upon the customer developments in designing its marketing strategies and on delivering superior value to its target customers. What are the things that customer-centered companies need to do EXCEPT:
Build customer relationships Deliver superior value to their target customers Provide quality products to customers
Only focused on product selling
The website www.disneystore.com offer customers speedy checkout. Once you enter your password and click on the checkout button, the screen will ask that you confirm your address and the last four digits of your credit card. The user is not asked for any other input after the first time (although he or she is given an opportunity to modify any
information). This example shows which one of the following concepts?
Spam Market aggregation Personalization Guerrilla marketing
Which of the following statements about online consumers is TRUE?
Online consumers are the subsegment of all internet users who employ this technology to research products and to make purchases.
All internet users who employ this technology to research products and to make purchases are a subsegment of online consumers.
As a group, online consumers tend to be poorer than all Internet users who employ this technology to research products and to make purchases.
Fewer than 20 percent of internet/web users have ever even considered becoming online consumers.
The final process selection step determines how the CRM product will move through the system? How should the process flow be with the existing organization system is the part of which of the following?
Process flow choice Slight technological changes Specific component choice Major technological changes
Scott Cut-lip, Allen Center and Glen Broom describe the public relations process in how many steps?
Five Three Four Two
Electronic business is the use of the Internet, other networks and information technologies to support which of the following?
Customer service management Enterprise communication and collaboration All of the given options
Electronic commerce
The process to impart information from a sender to a receiver with the use of a medium reflects which one of the following concepts?
Channel Decoding Communication Message
Improvement in listening skills results in which of the following?
Paraphrase Continue to talk Avoid eye contact Interrupt with questions
Avoid repetition reflects which one of the following?
Consideration Completeness Concreteness Conciseness
Customer relationship management affects:
All individuals, all organizations and all industries All individuals, some organizations and all industries
All individuals, all organizations and some industries Some individuals, all organizations and all industries
Departmental stores often conduct surveys to understand the lifestyles of consumers in nearby neighborhoods. What customer characteristic is being used in this type of segmentation?
Benefits sought
Psychographic
Socioeconomic
Demographic
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
All are the characteristics of Rejection mood customer EXCEPT:
Straightforward Callous Analytical Decisive
Potential saboteurs presents _____________ customers.
Delighted
Loyal
Dissatisfied
Satisfied
The Holiday Inn state that If a customer has a need or want, we fill it. is an example of a:
Business unit goals Goal of a business segment Business unit mission Marketing objectives
Which of the following statements best describes the company's competitive strategy?
The specific actions management plans to take to gain a competitive advantage over rivals
The adoption of a unique position in the marketplace through targeting a specific market and marketing mix
How it plans to unify its functional and operating strategies into a cohesive effort aimed at successfully taking customers away
Its plans for under-pricing rivals and achieving product superiority
Customer relationship management (CRM) program improves customer service by facilitating communication EXCEPT which one of the following ways?
Provide a user-friendly mechanism Divert attention of customer Identify potential problems quickly
Provide product information
Western dominance was first time challenged by which one of the following countries?
China Korea USA Japan
Customer metrics include all of the following EXCEPT:
Profitability Customer satisfaction Market share Innovation
the centralized storage (in a data warehouse) of all information relevant to customer interaction refers to which of the following concepts?
Database Workflow Scalability Collaborative CRM
Data encryption and the destruction of records to ensure that they are not stolen or abused refers to which of the following technical functionality?
Scalability Customer privacy considerations Data base Workflow
General Insurance uses "the umbrella" to communicate protection to its customers. This illustrates the company's attempt to help customers understand the service by:
Utilizing publicity techniques to enhance the service Personal selling of the service
Emphasizing tangible cues in promoting the service Distributing the service directly through television
Which of the following is a technique that might be used by an active listener?
Offer his point of view during conversation Paraphrase the speaker's meaning Express concern to speaker Explain the speaker's meaning
when someone in conversation spends more time trying to figure out what they are going to say next than they do listening, he or she could be called as:
Self-absorbed listener Wise listener A reactive listener An experienced listener
Logic and reasoning are the characteristics of which of the following listening?
Critical listening Active listening Empathetic listening Inactive listening
which one of the following is NOT a good indicator of how well a company's present strategy is working?
Whether the company's resource strengths and competitive capabilities outweigh its resource weaknesses and competitive vulnerabilities.
Whether the company's profit margins are increasing or decreasing and how large they are relative to other firms in the industry.
Whether the company is regarded as a leader in some significant area (technology, product quality, product innovation etc) and the firm's image and reputation with customers.
The company's market share ranking and whether its share is trending up, down or staying more or less the same.
Which one of the following categories refers the customers who are loyal with product family name?
Loyalty towards Sales Persons Loyalty towards Organization Loyalty towards Stores Loyalty towards Brands
In terms of the communication process, the _____ for the information in the Visible Lift makeup advertisement is GARNIER, its manufacturer.
Source Feedback Awareness Message
The main public relations activities are:
Direct marketing Publicity and event management Print advertising Personal selling
Audiences for public relations are: p54
Employees Supplier Dealer Local Authorities
When a lobby group hides its true purpose and support base, it is known as:
A back group Spin group Astroturf A front group
The term product should be broadly interpreted to encompass:All intangible items Tangible items and issues All tangible items Information, services, ideas and issues
The five competing concepts under which an organization can choose to conduct its marketing activities include all of the following EXCEPT:
The production concept
The marketing concept
The marketing management concept
The selling concept
Which of the following is NOT a characteristic of relationship marketing?
The frequency of the exchanges between customers and sellers
The intensity of the exchanges between customers and sellers
The long-term nature of exchanges between customers and sellers
The importance of the product in exchanges between customers and sellers
To sustain a customer relationship, a customer care center must monitor:
Customer s needs and satisfaction
Customers needs, satisfaction and then respond to customer life-cycle changes
How many times customers call with a compliant
How many new products they buy each year
Which of the following is NOT a benefit, customers generally experience from direct marketing?
Time saving Reduced prices Convenient shopping Customized offers
Which one of the following reflects e-commerce for seller point of view?
Has no impact on transaction costs Has no impact on product prices Increases transaction costs
Reduces transaction costs
Which one of the following reflects e-commerce for buyer point of view?
Has no impact on transaction costs has no impact on product prices Increases product prices
Reduces product prices
the _____of e-commerce has forced changes in the strategic planning process.
Speed Size Complexity Expense
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
