Deck 1: Customer Relationship Management and Consumer Behavior

Question 1

Customer Relationship Management is about

A)acquiring the right customer
B)instituting the best processes
C)motivating employees
D)all of the above

Answer 1

all of the above

Question 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

Answer 2

all of the above

Question 3

_______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

Answer 3

data mining

Question 4

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

Question 5

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

Question 6

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

Question 7

_______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

Question 8

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.

Question 9

________ exerts the broadest and deepest influence on buying behavior.

A)social factors
B)international factors
C)personal factors
D)cultural factors

Question 10

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

Question 11

Socioeconomic system classifies urban households into _____ broad categories.

A)4
B)8
C)6
D)none of the above

Question 12

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

Question 13

Socioeconomic system classifies rural households into _____ broad categories.

A)8
B)6
C)4
D)none of the above

Question 14

Social class is indicated by ________variables.

A)single
B)several
C)none
D)none of the above

Question 15

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

Question 16

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

Question 17

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

Question 18

Aggregate value of customer's base is classified as

A)shareholder value
B)base value
C)retention value
D)marketers base value

Question 19

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

Question 20

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

Question 21

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

Question 22

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.