Top 50+ Solved Customer Relationship Management (CRM) MCQ Questions Answer
Q. Socioeconomic system classifies rural households into _____ broad categories.
a. 8
b. 6
c. 4
d. none of the above
Q. Social class is indicated by ________variables.
a. single
b. several
c. none
d. none of the above
Q. 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
Q. 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
Q. 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
Q. Aggregate value of customer's base is classified as
a. shareholder value
b. base value
c. retention value
d. marketers base value
Q. 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
Q. 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
Q. 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
Q. 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
Q. Percentage or number of customers who move from one level to next level in buying decision process is called
a. conversion rates
b. marketing rates
c. shopping rates
d. loyalty rates
Q. Customized products and services for customers and interaction to individual customers are part of
a. retailers management
b. customer relationship management
c. company relationship management
d. supplier management
Q. Company's 'customer relationship capital' is another name of
a. satisfied customers
b. dissatisfied customers
c. customer retention
d. customer conversion
Q. Company's monetary, time and energy cost, all are included in
a. total customer cost
b. psychological cost
c. personal benefits
d. image benefits
Q. A person or company that yields a revenue more than incurred costs of selling and serving is called
a. dissatisfaction
b. superior value
c. profitable customers
d. satisfied customers