Question 1

Process of manage information about customers to maximize loyalty is said to be

Accepted Answer

A)  company relationship management
B)  supplier management
C)  retailers management
D)  customer relationship management D

Question 2

MBO was developed by ----

Accepted Answer

A)  Peter.F.Drucker
B)  Chester Bernard
C)  Fayol
D)  None A

Question 3

Company's monetary, time and energy cost, all are included in

Accepted Answer

A)  total customer cost
B)  psychological cost
C)  personal benefits
D)  image benefits A

Question 4

Management is a -----

Accepted Answer

A)  profession
B)  principles
C)  performance
D)  None

Question 5

The process of MBO starts with -----

Accepted Answer

A)  setting up of obligation
B)  Fetron plan
C)  Review
D)  All

Question 6

MBO offers the basis for assessing the ---

Accepted Answer

A)  operations
B)  performance
C)  equality
D)  None these

Question 7

Whole cluster of benefits when company promises to deliver through its market offering is called

Accepted Answer

A)  value proposition
B)  customer proposition
C)  product proposition
D)  brand proposition

Question 8

Management applies to ----

Accepted Answer

A)  Business unit
B)  Family
C)  government
D)  All

Question 9

Customized products and services for customers and interaction to individual customers are part of

Accepted Answer

A)  retailers management
B)  customer relationship management
C)  company relationship management
D)  supplier management

Question 10

The goal of corporate governance and business ethics education is to:

Accepted Answer

A)  Teach students their professional accountability and to uphold their personal Integrity to society.
B)  Change the way in which ethics is taught to students.
C)  Create more ethics standards by which corporate professionals must operate.
D)  Increase the workload for accounting students.

Question 11

Record which is based on business customers past purchases, sales price and volumes is classified as

Accepted Answer

A)  business database
B)  customer database
C)  databases marketing
D)  company marketing .

Question 12

A manager needs three skills such as technical, human and ---

Accepted Answer

A)  Conceptual
B)  Process
C)  Accuracy
D)  None

Question 13

Aggregate value of customer's base is classified as

Accepted Answer

A)  shareholder value
B)  base value
C)  retention value
D)  marketers base value

Question 14

A person or company that yields a revenue more than incurred costs of selling and serving is called

Accepted Answer

A)  dissatisfaction
B)  superior value
C)  profitable customers
D)  satisfied customers .

Question 15

Company's 'customer relationship capital' is another name of

Accepted Answer

A)  satisfied customers
B)  dissatisfied customers
C)  customer retention
D)  customer conversion.

Question 16

Social class is indicated by ________variables.

Accepted Answer

A)  Single
B)  Several
C)  Known
D)  None .

Question 17

Percentage or number of customers who move from one level to next level in buying decision process is called

Accepted Answer

A)  conversion rates
B)  marketing rates
C)  shopping rates
D)  loyalty rates

Question 18

Management is a wider concept than administration according to---

Accepted Answer

A)  Oliver Sheltom
B)  Fayol
C)  Hernold Koontz
D)  William Newman

Question 19

In buyer decision process, percentage of potential customers in a given target market is called

Accepted Answer

A)  customer funnel
B)  company funnel
C)  marketing funnel
D)  retailers funnel

Question 20

All costs customer expects to incur to buy any market offering is called

Accepted Answer

A)  total economic cost
B)  total functional cost
C)  total customer cost
D)  total functional cost .

Exam 2: Understanding Social Class, Customer Relationships, and Management Skills: A Comprehensive Guide