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L2 Unit – 5 – Quiz

by Operation AAFM

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  1. Question 1 of 25
    1. Question

    Which of the following should Wealth Managers have a clear view on, for CRM to work?

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  2. Question 2 of 25
    2. Question

    Which of the following CRM dominant characteristic is a core customer-centric business strategy that aims at winning and keeping profitable customers

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  3. Question 3 of 25
    3. Question

    Which of these is not a part of influence market ?

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  4. Question 4 of 25
    4. Question

    Which of the following is the last phase in CRM implementation ?

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  5. Question 5 of 25
    5. Question

    ____________occurs when the customer is not fully sure that the product will do what is required.

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  6. Question 6 of 25
    6. Question

    The first step in the market segmentation process is to

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  7. Question 7 of 25
    7. Question

    Company’s “Customer Relationship Capital” is another name of

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  8. Question 8 of 25
    8. Question

    _____________offer a second-level indicator of advertisement effectiveness.

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  9. Question 9 of 25
    9. Question

    _______ are generally easier to break than structural bonds.

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  10. Question 10 of 25
    10. Question

    The main drawback of CRM is

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  11. Question 11 of 25
    11. Question

    Which of the following is not correct about Analytical CRM?

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    Incorrect
  12. Question 12 of 25
    12. Question

    The core processes involved in paynes’s model include

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  13. Question 13 of 25
    13. Question

    ______________are generated by existing, satisfied customers through their unpaid advocacy. Word-of mouth is recognized as powerfully persuasive because it is regarded as being independent and unpaid.

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  14. Question 14 of 25
    14. Question

    _________are attributes and variables that can significantly impact business outcomes.

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  15. Question 15 of 25
    15. Question

    Conspire with competitors to restrain competitive behaviour is known as

    Correct
    Incorrect
  16. Question 16 of 25
    16. Question

    The individual investor’s optimal portfolio is designated by

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    Incorrect
  17. Question 17 of 25
    17. Question

    Which of the following is not a CRM industry best practice?

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    Incorrect
  18. Question 18 of 25
    18. Question

    “_____________ is the process of establishing and maintaining business-related personal relationships.”

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  19. Question 19 of 25
    19. Question

    ____________ are found in positive interpersonal relationships between people on both sides of the customer-manager equation.

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  20. Question 20 of 25
    20. Question

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

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  21. Question 21 of 25
    21. Question

    What type of organizations can benefit from CRM?
    I) Small and medium-sized companies
    II) Corporations, associations
    III) Internet-based retailers, fund-raising organizations

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  22. Question 22 of 25
    22. Question

    The model’s authors prefer to describe their model as a customer management model, omitting the word ‘relationship’. At the heart of the model they depict a series of activities that companies need to perform in order to acquire and retain customers. The model features people performing processes and using technology to assist in those activities. This model is

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  23. Question 23 of 25
    23. Question

    Which of the following are useful in customer portfolio management?
    I) Market Segmentation
    II) Sales Forecasting
    III) Activity-based Costing
    IV) Customer Lifetime Value Estimation

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  24. Question 24 of 25
    24. Question

    Which of the following attributes of CRM influence Customer Experience?
    I) Usability – ease with which CRM application is used
    II) Flexibility – alternatives available to the user at any given time
    III) Performance – Response times, integration process, online user experience
    IV) Cost – Financial resource spent to set up CRM

    Correct
    Incorrect
  25. Question 25 of 25
    25. Question

    A business network is made up of
    I) Nodal Companies
    II) Organizations
    III) Individuals
    IV) The relationships between them

    Correct
    Incorrect

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