Customer Relationship Management Quiz#3, MCQs

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  1. 1)

    Which of the following is characteristic of a good brand?

    • A) It should be related to the product
    • B) It should be suggestive and meaningful
    • C) It should have retention, recognition and recall value
    • D) All of the above

  2. 2)

    A customer that happens to be there at your point of sale is known as:

    • A) Customer by chance
    • B) Customer by occasion
    • C) Customer by choice
    • D) Loyal customer

  3. 3)

    Which of the following refers to loyalty developed with reference to the “point of purchase”?

    • A) Loyalty towards brands
    • B) Loyalty towards stores
    • C) Loyalty towards organization
    • D) None of the above

  4. 4)

    ________ is a person's pattern of living as expressed in his or her psychographics, including his or her activities, interests, and opinions.

    • A) Social class
    • B) Lifestyle Concepts of CRM
    • C) Culture
    • D) Personality

  5. 5)

    The buyer-supplier relationship characterized by a close cooperative relationship where the seller adapts to meet the customer's needs without expecting much adaptation or change on the part of the customer in exchange is referred to:

    • A) Customer is king
    • B) Buyer-supplier relationship is transctional
    • C) Supplier is king
    • D) None of the given options

  6. 6)

    Internal strengths and weaknesses are usually referred to as:

    • A) Uncontrollable activities within an organization
    • B) Controllable activities within an organization
    • C) Most important for shareholders and stakeholders
    • D) Important as external opportunities and threats

  7. 7)

    Internal strengths and weaknesses of an organization can be controlled and managed with close monitoring of all the activities whereas external changes are inevitable that is why difficult to control. Internal strengths and weakness can be controlled within an organization

    • A) Satisfied
    • B) Retain
    • C) All of the given options
    • D) Acquire

  8. 8)

    When someone in conversation spends more time trying to figure out what they are going to say next than they do listening, he or she could be called as:

    • A) Self absorbed listener
    • B) Wise listener
    • C) A reactive listener
    • D) An experienced listener

  9. 9)

    Logic and reasoning are the characteristics of which of the following listening?

    • A) Critical listening
    • B) Active listening
    • C) Empathetic Listening
    • D) Inactive listening

  10. 10)

    Which of the following is a technique that might be used by an active listener?

    • A) Offer his point of view during conversation
    • B) Paraphrase the speaker's meaning
    • C) Express concern to speaker
    • D) Explain the speaker meaning