TYBMS SEM 5 : Marketing: Customer Relationship Management (Most Imp Objective Questions with Solution)

  Paper/Subject Code: 46013/Marketing: Customer Relationship Management

TYBMS SEM 5 : 

Marketing:

Customer Relationship Management

(Most Imp Objective Questions with Solution)

November 2018

QA) Multiple choice questions: (any 8)                (8 mark)

1. _____________ is a component of CRM. 

i) people 

ii) technology 

iii) information

iv) all of the above

2. Calls from customers regarding their queries, problems and suggestions are ________ calls.

i) inbound

ii) outbound 

iii) directional 

iv) horizontal

3. Offering a greater quantity for a slightly higher price is an example of ________.

i) cross selling

ii) upselling

iii) personalization

iv) bancassurance

4 ________ exists when perception> expectation.

i) customer satisfaction 

ii)customer dissatisfaction

iii) customer delight

iv)customer engagement

5. ________ is a central point in an enterprise from which all customer contacts are maintained such as e-mails, newsletters, chats etc.

i) call centre 

ii) contact centre 

iii) customer care centre

iv) development centre

6. _______ is a method of recommending products or services to visitors on websites.

i)clickstream analysis 

ii) online analytical process

iii) collaborative filtering

iv) traffic analysis

7. The process of forecasting contact centre workloads and then scheduling agents to handle the workload is known as

i) CRM 

ii)call scripting

iii) workforce management

iv) relationship marketing management.

8. ___________ is a business statement that summarizes why a customer should buy a particular product . 

i. customer value proposition

ii) customer lifetime value 

iii) customer care value

iv) company profit chain

9. ERP stands for _______ 

i) employee resource planning

ii) employee relationship planning

iii) entrepreneur resource planning 

iv) enterprise resource planning

10. Company 3E measure does not include _______

i) effectiveness

ii) endurance 

iii) employee change

iv) efficiency

B) state whether the statements are true or false:(any 7)        (7 marks)

1. Customer relationship agreement is a contract between a service provider and the end user that defines the level of service expected from the service provider. 

Ans: True

2. Personalization consists of tailoring a service or product to accommodate specific individual needs

Ans: True

3. Customer engagement is not a customer retention strategy.

Ans: False

4. Data reporting is a written script that has correct wordings and assist an agent in handling a contact

Ans: False

5. Event based marketing is also known as trigger marketing.

Ans: True

6. Data profiling helps to plan and get qualitative information.

Ans: True

7. Customer lifetime value(CLV) is the result of cumulative net returns received over the lifetime of customers.

Ans: True

8. Customer retention is the first step in CRM strategy cycle.

Ans: False

9. Service quality gap indicates the difference between the service expected by customers and the service they actually receive.

Ans: True

10. Sales force automation involves converting manual sales activities to electronic processes. through the use of various combinations of hardware and software applications.

Ans: True

April 2019

Q1 (A) Multiple choice questions (any 8)            (8 marks)

1. A business strategy designed to optimize profitability, revenue and _______ satisfaction.

a. Producer

b. distributor

c. consumer

d government.

2. CRM is a discipline that covers all ________ needed to build successful relationship with customers

a. Essential 

b. elements.

c equipment's

d. endeavors

3. Customer relationship management saves expensive data _______ time.

a) Membership

b. management

c. movements

d. none of these

4. The _______ tier describes the company's most profitable customers.

a. Gold

b. platinum

c. iron

d. lead

5. CRM and relationship marketing focus on customer retention and _______

a. Mutuality

b. loyalty

c. treaty

d. popularity

6. Cross-selling done correctly means _______ the right product to the right customer.

a. Producing

b. marketing

c. selling

d. campaigning

7. Event-based marketing is a ______ sensitive marketing.

a. Price 

b. place

c. time

d. value.

8 _______ event-based marketing means reaching to a customer event in optimal time frame. 

a. Static

b. dynamic

c general

d. special

9. Data _______ is the process of collecting and submitting data to the entitled authorities.

a. Assembling

b. recording .

c. reporting

d. reversing

10. OLAP means the on-line _______ processing

a. Analytical

b. administrative

c. adjustment

d. affiliation

B) State whether the following statements are true or false : (any 7)     (7 Marks)

1. CRM is needed in B2B transactions.

Ans: True

2. Call routing helps to save expensive man hours.

Ans: True

3. Usually the information is the raw material of CRM.

Ans: True

4. Customers evolve from strangers to partners. 

Ans: True

5. Profitability is a piece of the total revenue puzzle.

Ans: True

6. CRM wastes the time and money of service organization.,

Ans: True

7. Customer segmentation refers to categories the products for the customers.

Ans: False

8. Call centers offer a range of services like all night convenience stores for 12 hours.

Ans: False

9. Listening, responding and improving does not help in customer care. 

Ans: False

10. The credit card may result in reducing the customer's monthly shopping trips.

Ans: True

November 2019

Q.1 A) Multiple choice questions: (Answer any 8)        (8 Marks)

1) Long term CRM involves ________ operational cost.

a) high

b) low

c) medium

d) none

ii) ________ means transferring the call to the available agent to reduce the waiting time of the customers 

a) call routing 

b) call scripting

c) personalization

d) channel optimization

iii) _______ is an act of selling additional products to customers.

a) cross-selling

b) upselling

c) both a & b

d) none

iv) _______ is a method of recommending products or services to customers on website

a) clickstream analysis

b) online analytical process

c) collaborative filtering

d) Traffic analysis

v) A service level agreement(SLA) is a tool for building ________ relationship with high value customers.

a) formal

b) informal 

c) shared

d) none

vi) _______ is the heart of selling process.

a) customer delight

b) customer satisfaction

c) customer retention

d) customer loyalty

vii) _______ is also known as opportunity management.

a) customer relationship management

b) lead management

c) contact management

d) knowledge management

viii) Privacy laws protect the interest of ________.

a) customers

b) employees

c) organizations

d) all

ix) _______ relationship exists when a customer has tried a product for the first time.

a) acquaintance

b) friend

c) partner

d) stranger

x) ________ are calculations or summaries of historical information that often compares trends over times. 

a) business view data

b) warehouse data

c) transaction data

d) reference data

Q.1. B) State whether the given statements are true or false:- (Answer any 7) (7)

i) Win back is the first stage in the CRM strategy cycle.

Ans: False

ii)Cyber agents are viable means of providing basic customer support. 

Ans: True

iii) Event based marketing is also known as trigger marketing-

Ans: True

iv)Calls made by customers to the call centers is a part of inbound communication

Ans: True

v) Service delivery GAP 4 is a communication gap.

Ans: True

vi) Customer value management(CVM) is also known as customer value added approach.

Ans: True

vii) CRM strategy focuses only on creation of valuable customers.

Ans: False

viii) E-CRM is derived from e-commerce.

Ans: True

ix) Cloud computing software is efficient means for collecting customer data.

Ans: True

x) CRM maintains relationship with customers by frequent contacts so as to obtain their maximum data.

Ans: True

November 2022

Q.1. A) Multiple Choice Questions (Answer Any Eight)        (8)

1. A buyer who yields revenue which exceeds by an acceptable amount of cost is called as a customer. (Loyal, integral, profitable, none)

Ans: Profitable

2. Technology, process and people are the pillars of management. (Knowledge, Lead, Contact, None)

Ans: Knowledge

3. Collective handling of letters, faxes and e-mails at one location is known as a centre. (call, contact, inbound, none)

Ans: Contact

4. Customer Gap is a gap between customer expectation and ________ ( perception, satisfaction, loyalty, none)

Ans: Perception

5. Order tracking, product configuration is a _______ centered service. (customer, producer, wholesaler, retailer)

Ans: Customer

6. ________ are the elements of SLA. (Accountability. Performance, Remuneration, All of the Above).

Ans: All of the Above

7. _________ based routing routes incoming calls based on the customers location. (location, performance, skills, least occupied)

Ans: Location

8. _______ is the heart of selling process. (Customer delight, customer satisfaction, customer retention, customer loyalty)

Ans: Customer Satisfaction

9. The act to changing one brand of product to other is called as ________. (Brand Equity, Brand Switching, Brand Loyalty, None)

Ans: Brand Switching 

10. _________ involves planning and organizing a service technician's activity plan for a particular time period. (Queuing. Routing, Scheduling, None)

Ans: Scheduling

Q1) B) State whether True or False (Attempt Any Seven)                (7)

1.Social networking helps to connect with new prospects.

Ans: True

2.Forecasting of workload and required staff is part of workforce analysis,

Ans: True

3.CVM model creates value for customers by providing superior quality products at affordable prices.

Ans: False

4.E-CRM provides a centralized knowledge base that handles and shares customer information.

Ans: True

5.Language is a barrier for effective implementation of global CRM.

Ans: True

6. Warehouse data describes business events.

Ans: False

7.Customer value is a function of cash flow, profitability and customer service.

Ans: True

8. The SLA should include a detailed description of various services.

Ans: True

9. Traffic analysis and e-commerce analysis are the two levels of click stream analysis.

Ans: True

10. Relationship marketing is cross-functional marketing.

Ans: True

April 2023

Q1 (A) Multiple choice questions (any 8)            (8 marks)

1. A business strategy designed to optimize profitability, revenue and _______ satisfaction.

a. Producer

b. distributor

c. consumer

d government.

2. CRM is a discipline that covers all ________ needed to build successful relationship with customers

a. Essential 

b. elements.

c equipment's

d. endeavors

3. Customer relationship management saves expensive data _______ time.

a) Membership

b. management

c. movements

d. none of these

4. The _______ tier describes the company's most profitable customers.

a. Gold

b. platinum

c. iron

d. lead

5. CRM and relationship marketing focus on customer retention and _______

a. Mutuality

b. loyalty

c. treaty

d. popularity

6. Cross-selling done correctly means _______ the right product to the right customer.

a. Producing

b. marketing

c. selling

d. campaigning

7. Event-based marketing is a ______ sensitive marketing.

a. Price 

b. place

c. time

d. value.

8 _______ event-based marketing means reaching to a customer event in optimal time frame. 

a. Static

b. dynamic

c general

d. special

9. Data _______ is the process of collecting and submitting data to the entitled authorities.

a. Assembling

b. recording .

c. reporting

d. reversing

10. OLAP means the on-line _______ processing

a. Analytical

b. administrative

c. adjustment

d. affiliation

B) State whether the following statements are true or false : (any 7)     (7 Marks)

1. CRM is needed in B2B transactions.

Ans: True

2. Call routing helps to save expensive man hours.

Ans: True

3. Usually the information is the raw material of CRM.

Ans: True

4. Customers evolve from strangers to partners. 

Ans: True

5. Profitability is a piece of the total revenue puzzle.

Ans: True

6. CRM wastes the time and money of service organization.,

Ans: True

7. Customer segmentation refers to categories the products for the customers.

Ans: False

8. Call centers offer a range of services like all night convenience stores for 12 hours.

Ans: False

9. Listening, responding and improving does not help in customer care. 

Ans: False

10. The credit card may result in reducing the customer's monthly shopping trips.

Ans: True

November 2023

Q.1 (A) Multiple choice questions: (any 8)            8 

1. Customer Relationship Management is about ________.

i) Acquiring the right customer 

ii) Instituting the best processes 

iii) Motivating employee's

iv) acquiring customers, instituting and motivating employees

2. A consumer buying behavior is influenced by

i) cultural & social factors 

ii) personal factors 

iii) cultural, social & personal factors

iv) organizational factors

3. _______ is a component of CRM?

i) people

ii) technology

iii) information

iv) all of the above

4. Calls from customers regarding their queries, problems and suggestions are _______ calls.

i) inbound 

ii) outbound 

iii) directional 

iv) horizontal

5. In ______ seller seeks to persuade the customer to purchase additional product or/and more expensive products in order to make a larger total sale. 

i) Customer management

ii) upselling 

iii) Cross-Selling

iv) banc assurance

6. _______ exists when perception> expectation.

i) Customer satisfaction 

ii) customer dissatisfaction 

iii) customer delight 

iv) customer Management

7. ________ is a central point in an enterprise from which all customer contacts are maintained shas e-mails, newsletters, chats etc. 

i) call center

ii) contact center

iii) customer care center

iv) development center

8. _______ refers to a technology that allow organization to identify the location of customers at a particular point in time.

i) near field communication 

ii) location based services

iii) Augmented Reality

iv) artificial intelligence

9. The process of forecasting contact center workloads and then scheduling agents to handle the workload is known as _______.

i) CRM 

ii) call scripting

iii) workforce management

iv) relationship marketing management.

10. ________ is a business statement that summarizes why a customer should buy a particular product.

i) customer value proposition

ii) customer lifetime value

iii) customer care value 

iv) company profit chain

Q.I. B) State whether the given statements are true or false: - (answer any 7)

1. Customer retention is the first step in CRM strategy cycle.

Ans: False

2. Service quality gap indicates the difference between the service expected by customers and the service they actually receive. 

Ans: True

3. Sales force automation involves converting manual sales activities to electronic processes through the use of various combinations of hardware and software applications

Ans: True

4, Personalization consists of tailoring a service or product to accommodate specific individual needs.

Ans: True

5. Customer engagement is not a customer retention strategy.

Ans: False

6.Data reporting is a written script that has correct wordings and assist an agent in handling a contact.

Ans: False

7. Event based marketing is also known as trigger marketing.

Ans: True

8. Data profiling helps to plan and get qualitative information.

Ans: True

9. Customer lifetime value(CLV) is the result of cumulative net returns received over the lifetime of customers,

Ans: True

November 2024

Q.1. A) Multiple Choice Questions (Answer Any Eight)        (8)

1. A database that collects information about all the customers is known as ________.

a) CRM

b) SFA

c) RM

d) PR

2 _________ type of customer stands out as being the most trend-oriented customer and product-focused.

a) Content streamer

b) Savvy Maximiser

c) Undaunted driver

d) Secure traditionalist

3. ________ is a way to make advertising work effectively.

a) Interruption marketing

b) Permission Marketing

c) Transactional marketing

d) Relationship Marketing

4 _________ is the result of cumulative net returns received over the lifetime of customers.

a) Customer Value

b) Customer Profitability

c) Customer Lifetime Value

d) Customer Segment

5. The ________ should include a detailed description of various services. 

a) SLA

b) sales force automation

c) CRM

d) Front office

6. The 3E's measures of CRM are _________.

a) Eagerness, eccentric and ecology

b) Efficiency, Economic and eagerness

c) Efficiency, effectiveness and employee change

d) Eagerness, ecstatic and eccentric

7. Mobile CRM can help the sales staff to ________.

a) give excuses to the customers.

b) delay their interaction with the customers.

c) keep in regular touch with their employers only.

d) be in constant touch with both the customers and employers.

8. Queuing and routing applications in a call centre allows issues to be routed to _______.

a) those agents who want to attend that customer.

b) those agents who will be the most capable to handle that customer

c) those agents who will be the least capable to handle that customer

d) those agents whom the supervisor wants to punish for some reason.

9. OLAP means the online ________ processing.

a) analytical

b) administrative

c) adjustment

d) affiliation

10) _______ technique is used to develop and use customer data to check their profile, retention and loyalty patterns.

a) data operating

b) Data Warehousing and data mining

c) Data analysis

d) Data interpretation

Q1 (B) State whether the following statement are True or False (any Seven)    (7)

1) Customers evolve from strangers to partners.

Ans: True

2) Interruption marketing is a way to make advertising work effectively.

Ans: False

3) Customer engagement is not a customer retention strategy.

Ans: False

4) An EPOS system comprises computer hardware, peripherals, and EPOS software ideally suited to the point of sales environment.

Ans: True

5) Traffic analysis and e-commerce analysis are the two levels of click stream analysis.

Ans: True

6) Data augmentation can help reduce the manual intervention required to develop meaningful information and insight into business data

Ans: True

7) CVM model creates value for customers by providing superior quality products at affordable prices.

Ans: True

8) Ethics relates to code of conduct.

Ans: True

9) E-CRM takes marketing techniques and concepts and applies them through the electronic medium of the internet.

Ans: True

10) Multi media contact means well organised contact data, viz, communication with clients, meetings, calls, email, as well as interactions through websites.

Ans: True

April 2025

Q.1 (A) Multiple Choice Questions: (Any 8)            (8 Marks)

1. M-CRM stands for __________. 

a) Mobile

b) Master

c) Modular

d) Matrix

2. Which component is not part of CRM?

a) Information

b) Process

c) Technology

d) Manufacturing

3. Which strategy involves predicting future customer behaviours based on data analysis?

a) Cross-selling

b) Up-Selling

c) Personalization

d) Behaviour prediction

4. ________ is a method to recommend products or services to visitors on websites.

a) Online analytical process

b) Clickstream analysis

c) Traffic analysis

d) Collaborative filtering.

5. CRM and relationship marketing focus on Loyalty and _________.

a) Popularity

b) Mutuality

c) Treaty

d) Customer retention

6. Which of the following is a barrier to effective CRM implementation?

a) High-quality data

b) Employee's resistance to change

c) Technology

d) Affiliation

7. A business strategy designed to optimise,  _________ revenue and Customer satisfaction.

a) Payroll

b) Investment

c) Capital Budget

d) Profitability

8. In quadrant I category _________ type of customers lies.

a) Profitable

b) Least profitable

c) Worst

d) non-profitable

9. Customer _________  is a gap between customer expectation and satisfaction.

a) Perception

b) Loyalty

c) Gap

d) Desire

10. Code of conduct in CRM is also called as ________ 

a) Value in CRM

b) Brand Loyalty in CRM

c) Brand Image in CRM

d) Ethics in CRM

Q.1 (B) State whether True or False. (Any 7)            (7 Marks)

1. Relationship marketing is different from cross-functional marketing.

Ans: True

2. CRM stands for Customer Retention Management.

Ans: False

3. Marketing Campaigns are not the part of CRM.

Ans: False

4. SLA is formal agreement between service provider and a customer.

Ans: True

5. CRM is only useful for small scale organisations.

Ans: False

6. PLC stands for Product Life Cycle.

Ans: True

7. Implementing CRM does not require significant investment in hardware and infrastructure.

Ans: False

8. Up-selling encourages customers to purchase more expensive version of a product.

Ans: True

9. Data quality is not a significant concern in CRM implementation,

Ans: False

10. Social media platforms are irrelevant to modern CRM strategies.

Ans: False