Quizr: Customer Relationship Management Quiz#2, MCQs

Customer Relationship Management Quiz#2, MCQs

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

The Timer has started 10:00

1)

Dominance of western manufacturers was first challenged by which of the following countries?
- A) Japan
- B) Korea
- C) China
- D) Germany
Right Answer is the option "A"

2)

Which of the following is a semi-autonomous unit within organization responsible for own budgeting, new product decisions, hiring decisions, pricing settings etc?
- A) Strategic business unit
- B) Strategic budget unit
- C) Strategic brand unit
- D) None of the above
Right Answer is the option "A"

3)

A customer who just comes in your way in search of some product or particular interest is known as?
- A) Customer by Occasion
- B) Customer by chance
- C) Customer by choice
- D) Loyal customer
Right Answer is the option "B"

4)

A customer who accepts whatever product or service is offered by the organization. It refers to which of the following?
- A) Loyalty towards brands
- B) Loyalty towards stores
- C) Loyalty towards organization
- D) Loyalty towards Sales person
Right Answer is the option "C"

5)

One of the causes of customer defection is “late supplies of product or services” It refers to which of the followings?
- A) Dissatisfaction with product
- B) Dissatisfaction with element of marketing mix
- C) Misunderstanding with value delivery system
- D) Displeasure at the point of purchase
Right Answer is the option "B"

6)

Which of the following is reason of “brand switching”?
- A) Change in fashion
- B) Change in perceived benefits
- C) Pressure of salespersons
- D) All of the above
Right Answer is the option "B"

7)

“No critical path analysis done” refers to which of the following category?
- A) Failure to predict environmental reaction
- B) Failure to manage change
- C) Under estimation of time requirements
- D) Failure to coordinate
Right Answer is the option "C"

8)

“Insufficient information sharing among stakeholders” refers to which of the followings?
- A) Failure to predict environmental reaction
- B) Failure to manage change
- C) Poor communication
- D) Failure to coordinate
Right Answer is the option "C"

9)

“Failure to obtain sufficient company resources to accomplish task” refers to which of the following term?
- A) Failure to predict environmental reaction
- B) Failure to manage change
- C) Overestimation of resource competence
- D) Failure to obtain senior management commitment
Right Answer is the option "D"

10)

The element of service quality refers to willingness and readiness of employees to help customers by providing timely service is known as:
- A) Reliability
- B) Responsiveness (Internet) Basics of Service Quality
- C) Empathy
- D) Assurance
Right Answer is the option "B" The element of service quality refers to willingness and readiness of employees to help customers by providing timely service is known as responsiveness