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WorksheetsCRM
Total questions: 20
Worksheet time: 10mins
Indirect communication channels promote sales whereas direct communication channels promote sales and improve the ___.
Telemarketing
Sales Promotion
Customer Relationship
establishing Communication
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
Total Customer Benefits Includes
product benefits
service benefits
image benefits
all of above
Customer Buying Behaviour in influenced by
Cultural and social Factors
Personal Factors
Both A & B
None of Above
Customers lifetime purchases that generate net present value of future profit streams is called
customer lifetime value
customer purchases value
customer cost incurred
customer relationships
Customer Relationship Management is about
Acquiring the right customer
Instituting the best processes
Motivating employees
All of the above
Any occasion on which brand or product is encountered by end customers is called
Relationship touch point
Retailers touch point
Customer touch point
Company touch point
Advantage of CRM
Cost of the Software
Improve overall relationship with customer
Customization of the Business
All of the above
B2B stands for
Business to Government
Business to Business
All the above
CRM technology can help in
Designing direct marketing efforts
Developing new pricing models
Processing transactions faster
All of the above
A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.
Customer database
Customer mailing list
Business database
None of the above
CRM is ________
Business centric
Money centric
Profit centric
Customer centric
. _________ is the study of how individuals, groups and organizations select, buy, use and dispose of goods, services, ideas or experiences to satisfy their needs and wants.
Purchase behavior
Product cycle
Consumer behavior
None of the above
CRM technology can help in
Designing direct marketing efforts
Developing new pricing models
Processing transactions faster
All of the above
This is a central point in an enterprise from which all customer contacts are managed.
Contact center
Help system
Multichannel marketing
Call center
Help desk
This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on.
Customer managed relationship
Customer life cycle
Customer segmentation
Change management
CRM process begins ________
After sales
After sales and before sales
After purchase
Before sales.
What is the last stage of the consumer decision process?
Problem recognition
Post purchase behavior
Alternative evaluation
Purchase
customer managed relationship
data mining
permission marketing
one-to-one marketing
batch processing
Outbound e-mail management helps organizations handle inbound queries raised by customers.
True
False
