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Worksheetscrm
Total questions: 100
Worksheet time: 53mins
The objective of marketing is to have loyal customers who patronize the company’s products and/or services because of their consistency, predictability, and reliability.
True
False
Customer satisfaction is not the primary purpose of marketing.
True
False
Customers should be treated as secondary and not partners in the buying and selling transaction.
True
False
It is the amount of benefits a customer can get from a product/services.
customer satisfaction
customer value
customer management
customer loyalty
Using various social media platforms could help in connecting and building long-lasting relationships with customer.
True
False
The objective of marketing is to have loyal customers who patronize the company’s products and/or services because of their consistency, predictability, and reliability.
True
False
Which of the following is NOT a benefit of relationship marketing?
increase marketing cost
increase customer base
repeat business
minimize price sensitivity
Long-term, forward-looking approach to planning with the fundamental goal of achieving a sustainable competitive advantage.
Advertisement
Marketing
Marketing Plan
Marketing Strategy
What are the roles of individuals as a target audience for B2B marketing on social media? (choose all that apply)
Influencers
End-users
Consumers
Decision-makers
Which of the following is not one of the stages in the Consumer Buying Cycle?
Awareness
Activate
Consideration
Purchase
The types of activities a company uses to establish connections with specific customer segments is called:
The Marketing Mix
The Buying Cycle
Customer Relationships
Financial Modeling
The price you pay to obtain a new customer is called :
Cost of Goods Sold
Customer Acquisition Cost
Customer Awareness Cost
Revenue
Which of the following is more expensive?
To obtain a new customer
To retain an existing customer
What is using loyalty programs, surveys or follow up calls an example of?
GET tactics
KEEP tactics
GROW tactics
A lead in sales/business is also known as a:
business partner
potential customer
customer
profit
Which of the following can be used to “get” your customers? Select all that apply.
Designing a business website
Social Media posts and polls
Face-to-face product demonstrations/ tastings
Email blasts
Which of the following is an example of a direct distribution channel?
Selling products via Amazon
Selling products via a partner distributor
Selling products via your company website
Actvities related to inbound logistics
Pricing
Negotiation with suppliers
Warehouse & raw materials handling
Returns to suppliers
Order processing
Outbound Logistics activities...
Finished goods warehousing
Distribution channel selection
Product adjustment
Delivery
Order processing and scheduling
Marketing & Sales are considered as...
Support Activities
Primary Activities
CRM's & ERP's are exaples of __________ activities
Technology Development
Procurement
Sales & Marketing
Service
Main purposes of Porter's Value Chain Model
Have a graphic framework of a company structure
Assessing where in the organization true value is created
Identify where costs can be reduced in order to boost margins
Improve communication betweeen departments
CAC stands for
Customer Average Cost
Customer Acquisition Cost
Customer Accounting Cost
Customer Annual Cost
Value Promoters brings to a business is summed up by their ( Click all that is relevant)
Likelihood to repurchase
Likelihood to forgive a company if it makes a mistake
Likelihood to try other products of the company
Likelihood to not recommend that company to others
CRM is a company-wide business strategy designed to optimize which of the following:
customer satisfaction
branding
revenue
expenses
The second most important group of persons in the modern customer-oriented company.
customers
middle management
frontline people
top management
In the modern customer-oriented company, which managers must be personally engaged in knowing, meeting and serving customers.
top management
middle managers
first-line managers
managers at all levels
Customer-centric companies focus on which of the following activities?
empowerment
sales
learning
managing knowledge
In CRM, companies focus on past relationships with customers as one of the four types of important interactions.
True
False
A CRM database focuses on collecting all of the following vital statistics on consumers EXCEPT
Family size
Purchasing habits
Transaction methods
Product usage
Multinational companies building worldwide databases have the following challenges.
differences in language
differences in staff mix
differences in computer systems
differences in data collection methods
In general, 20 percent of a company's customers generate 80 percent of its revenue.
True
False
The process of breaking large groups of customers into smaller, more homogeneous groups
customer value analysis
customer segmentation analysis
customer profitability analysis
predictive modeling
A customer segment consists of customers with similar demographic, geographic and psychographic traits.
True
False
Involves examining how customers in a specific segment rate the company's performance against a specific major competitor on an individual attribute or benefit basis.
customer segmentation analysis
customer value analysis
RFM analysis
customer profitability analysis
Customer-Perceived Value (CPV) is the difference between the prospective customer's evaluation of all the benefits and costs of an offering and the perceived alternatives.
True
False
Which of the following should be goals in managing a company's customer base?
reduce customer defection
terminate low-profit customers
focus on high-profit customers
increase customer longevity
To build customer loyalty it is essential that company's create institutional ties with customers.
True
False
Dissatisfied customers will share their dissatisfaction with others more than satisfied customers will share their satisfaction with others when it comes to resolving customer complaints.
True
False
The willingness of companies to sell their consumer data to third parties has eroded consumer trust.
True
False
When Dealing with a Customer, You Should Not
Get caught up in an argument or Use the word “No”
When dealing with customer face to face which way do you communicate with them more effectively
Getting defensive with angry customers will likely
Which of the following best defines customer service?
Act or manner of serving food and beverages.
All positive moments experienced between hospitality employees and customers.
Someone who purchases products or services from a business.
Total customer experience with a business.
What is customer loyalty?
Customer loyalty is a customer's willingness to repeatedly return to a company to conduct some type of business due to the delightful and remarkable experiences they have with that brand.
Customer loyalty is a customer's willingness to return to a company due to the affordable prices that the company offered.
Customer loyalty refers to the ability of a company or product to retain its customers over some specified period.C
Loyal customers are the ones who only buy your products when they are on sale and recommend your offerings to friends.
Choose the correct order of the ladder of customer loyalty.
Suspect, Prospect, Client, Customer, Advocate
Prospect, Suspect, Client, Customer, Advocate
Suspect, Prospect, Customer, Client, Advocate
Suspect, Prospect, Advocate, Client, Customer
People who read or hear an ad, take a look into a brochure, or encounter some other type of promotion. Who are they on the ladder of customer loyalty?
The suspect
The prospect
The customers
The advocate
People make a purchase from the respective company, either a product or a service. Who are they on the ladder of customer loyalty?
The client
The customers
The advocate
The prospect
People come back to the business and make ongoing purchases. Who are they on the ladder of customer loyalty?
The client
The customers
The advocate
The prospect
People are so happy about your product/service that they not only buy from you again and again but also tells others about you. Who are they on the ladder of customer loyalty?
The prospect
The client
The customers
The advocate
What things should the company do to build customer loyalty?
Reward loyal customers with a loyalty program
Make customer care a priority for the brand
Encourage customers to give feedback and act on the product/service
Make customer discounts
All of the above
What factors are used to measure customer loyalty?
Lifetime value
Time
Interests
Referrals
Choose the appropriate ways below to increase customer loyalty.
Make the loyalty program visible on the site
Use terms to fully describe the functionality of the product or service
Offer flexible payment plans
Limit contact with customers after purchase
What is target Audience?
The consumer who is most likely to buy your product
Consumer who is most likely to not buy your product
Consumer who is most likely to consider your product
None of the above
What do you mean by sales funnel?
A series of emails that are sent to potential customers
An advertisement that sells a product
The integration of online and offline advertising
A system set up to attract leads and convert them into customers
What do you mean by customer Acquisition ?
Retaining old customers
Gaining new customers
Both 1 & 2
None of the above
How does solving difficult-customer situations benefit your company?
It will generate repeat business.
The difficult customers won’t bother you again.
You will get a promotion.
All the employees will get promotions.
How does solving difficult-customer situations benefit you personally?
You will encounter difficult customers less frequently.
Your customers will be happier.
You gain valuable communication skills.
Your boss will automatically give you a raise.
Eva works at a hotel registration desk. When a customer was checking in tonight, Eva reminded him that checkout time would be 11:00 a.m. “No, it’s not!” he exclaimed. “It’s always at 11:30!” Eva’s customer is
suspicious.
leave-me-alone.
impatient.
argumentative.
Rich works the cash register at a retail store. The store is unusually busy today, and Rich’s line has grown long. A woman at the back of the line remarks loudly, “This is absolutely ridiculous!” Rich’s customer is
domineering/superior.
impatient.
argumentative.
leave-me-alone.
Stacey works at a fancy gift shop. Many of the items in the shop are expensive collectibles, and Stacey is very knowledgeable about them. Today, a man comes in looking for a gift for his wife. Stacey offers to help, but he just grunts at her and turns his back. Stacey’s customer is
impatient.
insulting.
leave-me-alone.
argumentative
Ellen works at a golf course. During the summer, she drives a golf cart around the course, selling cold drinks and snacks to the golfers. It’s a beautiful day, and the course is especially crowded. Ellen offers one golfer a cold drink, and she replies, “Well, I guess I’ll have time, since the play is so slow. It’s not very fun to have to wait so long between holes. Who is running this course? You always set your tee times way too close together!” Ellen’s customer is
suspicious
argumentative
complaining
leave-me-alone
Which of the following is the best way to handle argumentative customers:
Ask simple, polite questions with options.
Never press for sales or decisions.
Explain and demonstrate good service as many times as you need to.
Mirror their behavior.
Randy works at a batting cage. Today, a customer came to him to complain that the machine did not give as many pitches as she paid for and to demand a refund. Randy checked out the machine and didn’t find anything wrong with it. He had a feeling that the customer was just
trying to practice for free but didn’t have any proof. Randy’s customer is
domineering/superior
dishonest
impatient
leave-me-alone
Mitch works at the layaway counter in a retail store. The store’s layaway policy is clearly posted on a sign over the counter, but sometimes customers just don’t “get it.” Today, a woman asked about 15 questions to make sure she understood the policy correctly. She was a __________ customer.
dishonest
domineering/superior
complaining
suspicious
Carrie has a summer job cleaning and maintaining backyard pools. Her boss thinks she does a great job. Today, she has a new client. For a while, he was watching her from the porch, and then he came out and stood just a few feet away from her. “Don’t do it that way,” he instructed. “You’re using too much chlorine. Should I just measure it out for you?” Carrie’s customer is
slow/methodical
domineering/superior
suspicious
irritable/moody
Jonathan works in his small town’s only grocery store. He is on a first-name basis with most of the customers who come in. Cheryl is a difficult customer. Sometimes she’s really friendly, and other times she snaps at Jonathan. She is a(n) __________ customer.
irritable/moody
suspicious
slow/methodical
dishonest
Darcie is a lifeguard at the local beach. Sometimes, she has to blow her whistle to signal to swimmers that they have gone out too far. Today, one of the risky swimmers runs up to her and shouts, “I wasn’t out too far! You must be blind!” This is an example of a(n) __________ customer.
insulting
suspicious
impatient
slow/methodical
Which of the following is the best way to handle dishonest customers:
Explain and demonstrate good service as many times as you need to.
Never press for sales or decisions.
Don’t jump to quick conclusions.
Mirror their behavior.
Which of the following is the best way to handle impatient customers:
Explain and demonstrate good service as many times as you need to.
Agree first on common points.
Never press for sales or decisions.
Serve them non-emotionally.
Which of the following is the best way to handle slow/methodical customers:
Don’t jump to quick conclusions.
Let them have their say.
Serve them non-emotionally.
Help them along by not overwhelming them.
Which of the following is the best way to handle leave-me-alone customers:
Agree first on common points.
Ask simple, polite questions with options.
Don’t jump to quick conclusions.
Never press for sales or decisions.
Which of the following is the best way to handle suspicious customers:
Ask simple, polite questions with options.
Serve them non-emotionally.
Help them along by not overwhelming them.
Explain and demonstrate good service as many times as you need to.
Which of the following is the best way to handle irritable/moody customers:
Let them have their say.
Be consistent in your positive behavior.
Explain and demonstrate good service as many times as you need to.
Ask simple, polite questions with options.
Which of the following is the best way to handle domineering/superior customers:
Never press for sales or decisions.
Don’t jump to quick conclusions.
Let them have their say.
Explain and demonstrate good service as many times as you need to.
