Question 1

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 C

Question 2

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. C

Question 3

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 D

Question 4

_______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 5

_______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

Question 6

________ exerts the broadest and deepest influence on buying behavior.

Accepted Answer

A)  social factors
B)  international factors
C)  personal factors
D)  cultural factors

Question 7

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 8

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

Question 9

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 10

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

Question 11

Social class is indicated by ________variables.

Accepted Answer

A)  single
B)  several
C)  none
D)  none of the above

Question 12

Third step in customer's value analysis

Accepted Answer

A)  assessing attributes importance
B)  assessing company\s performance
C)  monitoring competitors performance
D)  both b and c

Question 13

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 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

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

Question 16

A person's _________ are all the groups that have a direct or indirect influence on their attitudes or behavior.

Accepted Answer

A)  inspirational groups
B)  reference groups
C)  dissociative groups
D)  none of the above

Question 17

Indian marketers use a term called socioeconomic classification, which is based on the _______ of chief wage earner.

Accepted Answer

A)  education
B)  occupation
C)  both a and b
D)  none of the above

Question 18

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 19

Socioeconomic system classifies rural households into _____ broad categories.

Accepted Answer

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

Question 20

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

Exam 1: Customer Relationship Management and Consumer Behavior