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WorksheetsCRM - Quiz 5
Total questions: 10
Worksheet time: 3mins
In which stage is a consumer likely to search for information when he recognizes a specific problem or need?
Purchase.
Information search.
Evaluation of alternatives.
Problem or need recognition.
Customer service representatives should be asking questions at which stage to ascertain what are the problems or needs.
Information search.
Evaluation of alternatives.
Post-purchase behaviour.
Problem or need recognition.
The longer you retain a customer, the less value you receive for your acquisition cost.
True.
False.
Which segmentation targets customers based on a predefined geographic border.
Geographic.
Behavioural.
Demographic.
Psychographic.
Which of the following focuses on the intrinsic traits your target customer possesses. These traits can range from values, personalities, interests, attitudes, conscious and subconscious motivators, lifestyles, and opinions.
Geographic.
Behavioural.
Demographic.
Psychographic.
6. College goers and students would prefer casuals as compared to professionals who would be more interested in buying formal shirts and trousers. This statement shows that individual buying pattern is influenced by their
age.
lifestyle.
occupation.
economic condition.
Which one of the following is NOT a social trend?
Cultural fads.
Societal norms.
Peer recommendations.
Psychological responses.
6. Jason wanted to purchase the new iphone at SingTel. The SingTel customer service staff suggested Jason to buy a new phone case, a fast wireless
charger and a pair of ear buds. Which one of the following CRM marketing initiative is the customer service staff demonstrating?
Up-selling.
Cross-selling.
Customer retention.
Customer profitability.
The longer a brand retains a customer, the less it spends for acquisition cost to attract a new customer.
True.
False.
Which one of the following is NOT an example of behavioural segmentation?
Customers’ knowledge base.
The way consumers use the product.
Subconscious motivators of consumers.
Consumers’ attitudes towards the brand.
