Quizr: Customer Relationship Management Quiz#1, MCQs

Customer Relationship Management Quiz#1, MCQs

NOTE: Attempt all Questions to see the Result at the bottom of this page.

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1)

Which of the following is the best example of a people-based service?
- A) Vending machines
- B) Airlines
- C) Appliance repair
- D) Movie theaters
Right Answer is the option "C" People-based services are subdivided into those utilizing unskilled labor, such as lawn care, security guards, and janitorial service; those utilizing skilled labor, such as appliance repair, plumbing, catering, electrical work, and auto body repair; and professional services such as law, medicine, accounting, and consulting.

2)

Conservative is the characteristic of which of the following category?
- A) Hypocritical mood customer
- B) Complaining mood customer
- C) Objection mood customer
- D) Indifference mood customer
Right Answer is the option "D"

3)

Which of the following is NOT a benefit of direct marketing?
- A) Convenience
- B) Interactive
- C) Customer relationship building
- D) Assists client prospecting
Right Answer is the option "D"

4)

Inquisitive is the characteristic of which of the following category?
- A) Hypocritical mood customer
- B) Complaining mood customer
- C) Objection mood customer
- D) Indifference mood customer
Right Answer is the option "C"

5)

The process of giving someone the authority to think and decide in autonomous way is known as:
- A) Recruitment
- B) Empowerment
- C) Scalability
- D) Accountability
Right Answer is the option "B" Empowerment means giving someone the authority to think, decide freely in autonomous way. When people are involved in decision making and allowed to take action and make decisions they feel empowered and become more productive and satisfied.

6)

Procrastinating is the characteristic of which of the following category?
- A) Hypocritical mood customer
- B) Complaining mood customer
- C) Objection mood customer
- D) Indifference mood customer
Right Answer is the option "A"

7)

Which of the following is true about Complaint handling in CRM?
- A) Complaint must be positively encouraged.
- B) All complaints must be carefully handled
- C) Complaints should be investigated and rectified quickly
- D) All of the above
Right Answer is the option "D"

8)

Which of the following provides information about business environment like industry trends competitors?
- A) SFA Sales force automation
- B) CSS Customer service and support
- C) EMA Enterprise marketing automation
- D) Marketing Strategy
Right Answer is the option "C"

9)

The element of service quality which is defined as "the knowledge and courtesy of employees and their ability to convey trust and confidence" falls under which of the following categories?
- A) Tangibles
- B) Empathy
- C) Assurance Basics of service quality
- D) Responsiveness
Right Answer is the option "C" the knowledge and courtesy of employees and their ability to convey trust and confidence. It is an important dimension of service quality which is known as assurance.

10)

The ability of employees to give care and attention to customers falls in which of the dimension of service quality?
- A) Tangibles
- B) Assurance
- C) Empathy Basics of Service quality
- D) Assurance
Right Answer is the option "C" Empathy dimension of service quality refers to readiness of employees to be caring and giving attention to customers.