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1. Analytical CRM is often implemented under the premise of helping you determine
what other products and services you can sell to your customers. True
2. Match the following:
A record verbal message to callers
A lost call
A telephone network that passes the
announcement
abandoned call
automatic number identification
Advanced CRM
27.In CRM, selection of customer: becomes very crucial
28.It is important to register all the complaints and not only those you think are
important at a particular point of time. True
29.Which of these is not subset of CRM: purchase recommendation engines and
real
time
content
customization
engines;
selling
recommendation
satisfaction;
know
your
customer
behaviour;
know
your
customer portfolio
42.SOFA solutions should first and foremost to strive to provide the maximum value to
the end user. True
43.Portal must have interactive mechanism for users: to know business contents
44.Successful analytical CRM solution also integrates customer data. True
45.The three things quoted by Stephen Page in his definition of marketing;
Identification; Stimulation; Satisfaction
46.The first step of SFA is: setting of objectives
47.Apart from your employees, your customers are the ones you need to consult
while designing a complaint handling system.
48.People do not want a 1/2" drill but a 1/2 hole has been quoted by: Philip Kotler
49.Cross-selling opportunities exist when some: products typically are bought
together
50.When customers approach the senior official for the concern, it is called
escalation.
51.Marketing says that people do not buy products, they purchase benefits. True
52.Important aspects of complaints are: to put the customer in control; take
responsibility; hire the right people
53.Prioritization of calls determines the level of the quality of service.
54.SFA helps in achieving both tangible and intangible benefits.
55.
Match the following:
capable of being protected from attack
comprehend something
crucial point
defensible
savvy
crux
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ROI
return on investment
56.CRM is all about: interactive communication
57.Critical success factors for CRM are: align business and IT operations; let
business goals drive functionality; measure, monitor and track
58.
Companies struggle to remain competitive: with accelerating pace of
changes; with shrinking product life cycle
59.Definition of CEM given by Collin Shaw and John Ivens tells us about: blend of
companys physical performance; customer expectations
60.Company agents around the world can: handle local sales; do marketing
efforts; do customer maintenance
61.Factors considered while selecting the right people in order to create the right
experience: select the right candidate; train them in technical and
functional areas; empower them
62.Emotional intelligence refers to the capacity for recognizing our own feelings
and those of others.
63.Operational CRM is indispensable because: it empowers sales staff; efficiently
survey customers; synchronizes customer interaction across all channels
64.Operational CRM application provides the business user with comprehensive
aggregate reporting and analysis capabilities. True
65.Take analysis into account during customer-oriented planning.
66.Many times the competition is too stiff because: product technology is too
simple
67.Database management is a fundamental of CRM. True
68.Companies prefer, tried & true approach of: rolling out CRM software in-house
69.Leveraging out of box functionality leads to minimizing customization. True
70.The system development and support of CRM applications should be closely
coordinated. True
71.
Which of the analytical CRM would not help an organisation to perform better:
managers would not give detailed reporting of ongoing initiatives
72.CRM is about customer care and not just customer service. True
73.Cross-selling opportunities exist when some: products typically are sold
together
74.
Match the following:
conduct of business on internet
plain or dull
to alter something in order to fit
e-Business
vanilla
customization
somebodys requirement
parts or aspects that are unrelated
heterogeneous
75.Emotional intelligence involves: self awareness; empathy; social skills
76.SFA is a link in developing the: mutual benefit inherent of CRM
77.Call centre facility gives competitive advantages.
78.Call centres should not dish out: a scripted reply to customer queries
79.Lengthening customer relationship is by: targeting existing resources;
strengthening relationship foundation; focusing on specific customers
80.Inbound calls are typical telemarketing calls. False
81.Access service enforces security rules of an organisation for external and internal
users.
82.Implementing an operational CRM solution empowers the entire customer facing
organisation to manage their customer relationships more effectively.
Advanced CRM
83.Customers believe that a good product or service and a fair treatment is their
right.
84.Sales force automation: helps company to get customer retention and
increase profits; customer get better information about products and
services; fast response to their queries
85.SFA tools integrated with CRM helps in finding: revenue per sales person;
average sale cycle; turnover rate
86.Most products require traditional services.
87.SFA is important to CRM in: reduction in cost of selling; easy availability of
customer information; meeting increased customer expectations
88.Database management is backbone of CRM.
89.Customer retention is the result of continuous customer satisfaction. True
90.One advantage of hosted solutions: speedy implementation time
91.CBA stands for: customer based accounting
92.SFA is link in developing the: mutual benefit inherent of CRM
93.Collaboration services allow portal users to communicate with each such as
web chats and instant messaging.
94.The goal of analytical CRM should not be to develop insight into your customers
needs. False
95.CRM is about developing customer centric approach.
96.Deploying the tool to management and expecting them to embrace it immediately,
one sets up for: failure
97.Successful SFA yields: better control over sales team
98.CEM is an individuals or an individual departments job. False
99.A contact centre is a touch and go relationship. True
100. Complaints are the definite indicators of how much your organisation
considers itself accountable for the customers. True
101. Sales and service work closely with customers.
102. More and more organisations are turning to which solutions for revenue
growth? CRM
103. Match the following:
conjunction
the act of joining two or more
legacy
associated with something that
personal digital assistants
usually pen-based computer
encompassed
to include a wide range
104. In CRM, selection of customer: becomes very crucial
105. Technologies at call centres include: BTTC; CTI; TTS
106. Successful implementation of CRM is the key to success.
107. Buyers prefer to weigh various alternatives.
108. Retention is only possible when the customer is: satisfied
109. Buyer-seller relationship is the basis of building business.
110. CRM is losses a major advantage of building a meaningful relation with the
customer
by:
not
getting
the
complaints;
ineffective
handling
of
complaints
111. Employ experienced operators for call centres.
112. International marketing is about applying marketing concepts to your own:
employees
113. SFA helps in enhancing sales productivity.
114. Faster and less risky CRM implementation
need:
proper
use
to
Advanced CRM
116.
within
the
organisation
stifles
the
sharing
of
customer
information
117. Introduce simple contact management.
118. Many people do not complain as: they dont find it worth the time and
effort; they do not know how to do it; it will not change anything
119. A distributed call centre that acts as a single side for call handling and
reporting purpose is: uniform call distributor
120. Today, companies need to: analyse performance
uncover
trends
in
customer
behaviour;
of
understand
relationships;
true
value
of
customer
121. Outbound calls are made by the employees.
122. In CEM, the customer doesnt remain an outsider who is at the receiving end.
True
123. Decision to implement CEM in an organisation depends mainly on two factors,
which are: top management; people in the organisation
124. Sales force must balance resources on serving: current & prospecting
clients
125. The
evoked
emotions
are
intuitively
measured:
against
customer
expectations
126. In order to give customer true control one: needs to have trust on
customers; needs to believe customers; needs to have positive approach
127. Customer loyalty is created by: customer satisfaction; exceeding
customer requirements; satisfaction on continual basis
128. Match the following:
service level
TSF
trunk load
delay & talk time
voice processing
automated attendant
voice response unit
IVR and ARU
129. Technology is a conduit for the: meaningful dialogue with customer
130. What is to business what a compass is to the navigator? Strategy
131. A contact centre is one which conducts all the activities of a call centre and
also handle letter, faxes and email. True
132. The customer is at the core of CRM. True
133. Analytical CRM includes a sound analytical infrastructure that allows you to
gather all the relevant information about your customers and organize it
constituently. True
134. A contact centre is used to fulfill CRM objectives like: greater customer
loyalty; personal attention; reduced call transfers
135. Traditionally talking to customers is the: expertise usually found with
sales; expertise usually found with services
136. Well addressed complaints help the organisation in building long term
relationship with the customers. True
137. Analytical CRM is both, a technology and a concept. True
138. CRM aims at developing: long term relationships
139. Good complaints-handling procedure puts the customer at the centre of your
organisation.
Advanced CRM
140.
141.
142.
143.
registration wizard
information
manages the transmission of business
download centres
access service
content
162. Inbound calls are made by customers to obtain information.
163. Outbound calls can also be used for: debt collection
164. SFA is a cost for the company and not an investment. False
Advanced CRM
165.
166.
trends
in
customer
behaviour;
of
understand
relationships;
true
value
of
customer
172. The three key concepts of CRM includes: acquisition; retention; partnering
173. Analytical CRM produce significant returns on: investment if implemented
correctly
174. Traditional methods involve use of: paper purchase orders; non-electronic
methods
175. Match the following:
marketing between company to
external marketing
customers
marketing between company to
internal marketing
employees
marketing between employees to
interactive marketing
customers
levels of customer bonding
customer loyalty
176. Workflow services provide an interaction with workflow products such as email, voicemail, PDA. True
177. CRM is only a technological tool. False
178. Which one is an important issue while managing a call centre: planning for
the failure of equipment; need for flexibility of meal time; staff turnover
179. Sound analysis of existing customer develops a customer oriented strategy
for: Marketing; Sales; Services
180. Cost consciousness is a factor that affects: technology buying decision
181. Contact employees need: right tools; proper training; excellent
motivation
182. Midstream is the point after the beginning and before the end of something.
183. CRM aims at developing: long term relationships
184. Repository and legacy application integration does not integrate enterprise
repositories and legacy application. False
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