Question 1

_______is any occasion on which the brand or product is used by end customers.

Accepted Answer

A)  Customer touch point
B)  Retailers touch point
C)  Company touch point
D)  None of the above A

Question 2

Customer Relationship Management is about

Accepted Answer

A)  Acquiring the right customer
B)  Instituting the best processes
C)  Motivating employees
D)  All of the above D

Question 3

CRM technology can help in

Accepted Answer

A)  Designing direct marketing efforts
B)  Developing new pricing models
C)  Processing transactions faster
D)  All of the above D

Question 4

For the rural areas, the socioeconomic system use _________ of the chief wage earner.

Accepted Answer

A)  Occupation and Type of home
B)  Education and occupation
C)  Education and type of home
D)  None of the above

Question 5

An independent director is one who:

Accepted Answer

A)  Did not attend a school supported by the company.
B)  Does not have outside relationships with other directors.
C)  Does not have any other relationships with the company other than his or her directorship.
D)  All of the above.

Question 6

Socioeconomic system classifies urban households into _____ broad categories.

Accepted Answer

A)  4
B)  8
C)  6
D)  None of the above

Question 7

One of the objectives of the Sarbanes-Oxley Act was to:

Accepted Answer

A)  Increase the cost of compliance with federal regulations.
B)  Force foreign companies to delist from U.S. capital market exchanges.
C)  Improve the quality and transparency of financial reporting.
D)  Increase the compliance burden for small companies.

Question 8

A consumer buying behavior is influenced by

Accepted Answer

A)  Cultural and social factors
B)  Personal factors
C)  Both a and b
D)  None of the above.

Question 9

_______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.

Accepted Answer

A)  Data mining
B)  Data survey
C)  CRM
D)  None of the above

Question 10

The chairperson of the board of directors and CEO should be leaders with:

Accepted Answer

A)  Vision and problem solving skills.
B)  The ability to motivate.
C)  Business acumen.
D)  All of the above.

Question 11

The main drawback of CRM is

Accepted Answer

A)  Implementing CRM before creating a customer strategy
B)  Rolling out CRM before changing the organization to match
C)  Stalking, not wooing, customers
D)  All of the above

Question 12

The corporate governance structure of a company reflects the individual companies':

Accepted Answer

A)  Cultural and economic system.
B)  Legal and business system.
C)  Social and regulatory system.
D)  All of the above.

Question 13

The internal audit function is least effective when the department:

Accepted Answer

A)  Is non-independent.
B)  Is competent.
C)  Is objective.
D)  Exhibits integrity

Question 14

The marketing messages committed to customers wishes is a part of

Accepted Answer

A)  Permission marketing
B)  Activity marketing
C)  Supplier marketing
D)  None of the above

Question 15

Under the _____________, both internal and external corporate governance mechanisms are intended to induce managerial actions that maximize profit and shareholder value.

Accepted Answer

A)  Shareholder theory.
B)  Agency theory.
C)  Stakeholder theory.
D)  Corporate governance theory.

Question 16

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.

Accepted Answer

A)  Customer database
B)  Customer mailing list
C)  Business database
D)  None of the above

Question 17

An organization's appropriate tone at the top promoting ethical conduct is an example of:

Accepted Answer

A)  Ethics sensitivity.
B)  Ethics incentives.
C)  Ethical behavior.
D)  Consequentialist.

Question 18

A board that is elected in a classified system is known as a:

Accepted Answer

A)  Diversified board
B)  Staggered board
C)  Rotating boa
D)  Declassified board

Question 19

The method used to assess real cost of providing services to an individual customer is

Accepted Answer

A)  Cost based accounting
B)  Activity based accounting
C)  Turnover based accounting
D)  Price based accounting

Exam 3: Corporate Governance and Customer Relationship Management