MKT610 Final Term Past Papers 2009

FINALTERM EXAMINATION

Spring 2009 MKT610 - Customer Relationship Management Time: 120 min Marks: 90

Q1. Within the context of a supply chain, __________ is the ability of a logistics system to satisfy users in terms of time, dependability, communication and convenience.

1. Customer service
2. Just-in-time inventory
3. Distribution management
4. Replenishment

Correct answer: Customer service

Q2. Which of the following is the description of good sales people?

1. On-site support
2. Problem solver
3. Organized
4. Empathetic

Q3. Operational customer relationship management supports which one of the following functions?

1. Customer campaigns
2. Front Office
3. Data mining
4. Effective interaction

Correct answer: Front Office

Q4. Which of the following processes is MOST critical to the success of the firm?

1. Resource-allocation
2. Manufacturing and distribution
3. Payment and billing
4. Customer support/handling (because customers tell u what are their demands)

Correct answer: Customer support/handling (because customers tell u what are their demands)

Q5. Which of the following refers to the “lowest” level of strategy?

1. Financial strategies
2. Marketing strategies
3. Operational strategies
4. HR strategies

Correct answer: Operational strategies

Q6. The skill to stimulate someone to take action refers to which of the following?

1. Skill to foresee
2. Skill to speed up response
3. Skill to listen
4. Skill to induce

Correct answer: Skill to speed up response

Q7. Which of the following is the act of designing the company’s offering and image to occupy a distinctive place in the mind of the target market?

1. Segmenting
2. Positioning
3. Targeting
4. Imaging

Correct answer: Positioning

Q8. The customer relationship involves tracking the full range of interactions with prospects and customers EXCEPT:

1. Customer service and support interaction
2. Sales interaction
3. Marketing interaction
4. Higher management activities

Correct answer: Higher management activities

Q9. Which of the following process consists of the buying and selling of products or services over electronic systems such as the internet and other computer networks?

1. E-mail Marketing
2. Web Personalization
3. Sales force Automation
4. E-commerce

Correct answer: E-commerce

Q10. 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.

1. Media convergence
2. Distribution elasticity
3. E-commerce
4. Sales force automation

Correct answer: Sales force automation

Q11. Front Office CRM Systems covering real-time aspects of sales related activity is referred to as:

1. Sales Force Automation
2. CRM Customer Services
3. CRM Customer Communications
4. Automated Marketing

Correct answer: Sales Force Automation

Q12. Which of the following is NOT a characteristic of the Business-to-Business arena?

1. Large markets
2. Wide geographic spread
3. Complex buyer behavior
4. Low volume of transactions

Correct answer: Low volume of transactions

Q13. The phase in the selling process in which the salesperson gathers as much information about the prospective client before the sales call is called:

1. Prospecting
2. Targeting
3. The approach
4. Pre-approach

Correct answer: Pre-approach

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Q14. Negotiation is a give and take activity in which both parties try to shape a deal that satisfies both of them; it reflects which one of the following negotiation?

1. Standard negotiation
2. Co-operative negotiation
3. Collusive negotiations
4. Competitive negotiation

Correct answer: Co-operative negotiation

Q15. “Lead tracking, distribution and management” are functional components of which of the following?

1. Marketing application
2. Sales application
3. Support application
4. Customer service

Correct answer: Marketing application