MKT610 - Customer Relationship Management

All MCQs Tests - VU MKT610 - Customer Relationship Management

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Subject	MKT610 - Customer Relationship Management			Chapter / Term	All MCQs
Quiz No	1	Total Time	10 Minute(s)	No. of Questions	10 Question(s)

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Chapter / Term

Time

Question(s)

Q1

Question 1: Which of the following is NOT a part of Acculturation Mechanism?

Scalability

Recruitment

Training

Empowerment

Q2

Question 2: Market share of any organization is calculated on which of the following bases?

Market share = Organizations sales / Total competitors share

Market share = organizations sales / Total market share

Market share = organizations sales / Total competitors sales

None of the given

Q3

Question 3: Customers complaints should be considered helpful EXCEPT:

Increase customer satisfaction

Nuisance

Improvement of product efficiency

Improvement in sales services

Q4

Question 4: A __________ system brings togetherlots of pieces of information about customers, customer characteristics, sales transactions, marketing effectiveness, responsiveness and market trends.

Customer relationship management

Human resource management

Financial management

Strategy management

Q5

Question 5: Which of the following is the process of enabling personnel to deliver service in manner that is beneficial to both the organization's customers and to itself?

Training

Recruitment

Empowerment

Accountability

Q6

Question 6: A good customer relationship management program will allow a business to:

Retain good customers

Retain & acquire customer

Provide information to customers

Acquire customers

Q7

Question 7: Customer service facilitation includes all, EXCEPT:

Divert attention of customer

Resolve problem

Improve efficiency

Provide full information

Q8

Question 8: After shopping at www.americangirl.com, Mr.A received an e-mail from the online retailer of dolls and doll accessories that told him when the doll would be shipped and when it should arrive at him house. The e-mail is an important element of which one of the seven elements of web design?

Content

Clarity

Customization

Communication