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Sunday, October 31, 2010

Mkt610 Online Solved Quiz

Which one of the following options drives the utility of product?
Consumer       
Customer and consumer         
Buyer           
Customer

Customer complaints are helpful for organization because resolution of complaints leads to stronger relationship. Following are the benefits of customer complaints EXCEPT:
Increase customer satisfaction        
Create nuisance        
Improve product efficiency           
Improve sales services

Recognize which of the following is an acronym of TCCP.
Total customer convenience program       
Total customer care program      
Total customer commitment program
Total customer courtesy program

Customer services department is responsible of providing services at which time?
Before purchase and after purchase      
At the time of purchase           
Before purchase           
After purchase

What happened immediately after World War II?
Values of customer service increased          
Nothing happened       
Power of supplier increased
Power of customer increased

Which one of the following statements is TRUE in context of customer relationship management (CRM)?
CRM is one of the smallest functions of many business functions
CRM is the only principal function of the firm to achieve customer satisfaction
A firm can practice marketing without CRM to achieve customer satisfaction
CRM is included in all the different business functions to achieve customer satisfaction

Which of the following is included in effective listening?
Confirming one understands a message        
Showing biased behaviors      
Filtering out points of disagreement
Criticizing on each point of the speaker


An organization's strengths and weaknesses are determined relative to which of the following?
Suppliers          Competitors            Government           Customers

Which one of the following tasks is NOT concerned with strategy implementation?
Situational analysis        Managing the process        Responsibility of specific tasks    Allocation of sufficient resources

Companies often fail to analyze brands, competitor s activities and pricing strategies that having impact on their products and customers. This statement reflects which one of the following failures of strategic plans?
Failure to obtain senior management commitment         Poor communications           Failure to coordinate
Inability to predict environmental reaction

Which one of the following concepts deals with the same product available in different weights?
Proliferation of labeling        Proliferation of imaging       Proliferation of packaging         Proliferation of brand

The customer left to use the specific product because of late supplies of the product. This defection refers to which one of the following reasons?
Dissatisfied with the product      Dissatisfied with the sales person         Displeasure at the point of purchase
Dissatisfied with the elements of marketing mix

In property development, customer relationship is based on which of the following factors?
Attitudes            Money             Trust              Convenience

Which one of the following sets MOST accurately describes public relations?
High cost, low credibility and low control          High cost, high credibility and high control
High cost, low credibility and high control         Low cost, high credibility and low control

All of the following statements are principles of communication EXCEPT:
Communication is a process        Communication is verbal or non-verbal         Communication is static
Communication is a system

The main public relations activities are:
Direct marketing           Publicity and event management             Print advertising           Personal selling vusolutions

Customized marketing program designed to build long-term relationships with individual customers is known as:
One to one marketing            
 Telemarketing            
  Advertising            
 Direct marketing

Which of the following is a non-personal form of promotion that is delivered through selected media outlets that, under most circumstances, require the marketer to pay for message placement?
Advertising          Word of mouth              Direct mail               Publicity

The term product should be broadly interpreted to encompass:
All intangible items          Tangible items and issues         All tangible items            Information, services, ideas and issues

Customer relationship management is considered as:
A process            A product            Process and product both             A tool

The largest medium for direct response is:
Telemarketing            Broadcast              Door-to-door                 Mail

Which of the following is NOT a benefit of direct marketing?
Convenience           Interactive        Customer relationship building            Assists client prospecting



Which one of the following reflects e-commerce for buyer point of view?
Has no impact on transaction costs          Has no impact on product prices         Increases product prices
Reduces product prices

Which of the following is NOT a characteristic of the Business-to-Business arena?
Large markets         Wide geographic spread               Complex buyer behavior          Low volume of transactions

A customer-centered company is one that focuses upon the customer developments in designing its marketing strategies and on delivering superior value to its target customers. What are the things that customer-centered companies need to do EXCEPT:
Build customer relationships       Deliver superior value to their target customers        Provide quality products to customers
Only focused on product selling

The website www.disneystore.com offer customers speedy checkout. Once you enter your password and click on the checkout button, the screen will ask that you confirm your address and the last four digits of your credit card. The user is not asked for any other input after the first time (although he or she is given an opportunity to modify any
information). This example shows which one of the following concepts?
Spam            
Market aggregation               
Personalization            
Guerrilla marketing
vusolutions

Which of the following statements about online consumers is TRUE?
Online consumers are the subsegment of all internet users who employ this technology to research products and to make purchases.
All internet users who employ this technology to research products and to make purchases are a subsegment of online consumers.
As a group, online consumers tend to be poorer than all Internet users who employ this technology to research products and to make purchases.
Fewer than 20 percent of internet/web users have ever even considered becoming online consumers.

The final process selection step determines how the CRM product will move through the system? How should the process flow be with the existing organization system is the part of which of the following?
Process flow choice           Slight technological changes          Specific component choice      Major technological changes

Scott Cut-lip, Allen Center and Glen Broom describe the public relations process in how many steps?
Five            Three             Four            Two

Electronic business is the use of the Internet, other networks and information technologies to support which of the following?
Customer service management        Enterprise communication and collaboration       All of the given options
Electronic commerce vusolutions

The process to impart information from a sender to a receiver with the use of a medium reflects which one of the following concepts?
Channel           Decoding                 Communication             Message

Improvement in listening skills results in which of the following?
Paraphrase           Continue to talk              Avoid eye contact             Interrupt with questions

Avoid repetition reflects which one of the following?
Consideration            Completeness              Concreteness             Conciseness

Customer relationship management affects:
All individuals, all organizations and all industries               
 All individuals, some organizations and all industries
All individuals, all organizations and some industries           
Some individuals, all organizations and all industries vusolutions

Departmental stores often conduct surveys to understand the lifestyles of consumers in nearby neighborhoods. What customer characteristic is being used in this type of segmentation?
Benefits sought         
Psychographic         
Socioeconomic          
Demographic

 Customer satisfaction with the purchase of a product is dependent upon what?
The product's performance relative to the buyer's expectations          
The product's performance relative to the price
The product's performance relative to the service                               
The product's performance relative to the quality

All are the characteristics of Rejection mood customer EXCEPT:
Straightforward              Callous              Analytical              Decisive
Potential saboteurs presents _____________ customers.
Delighted               
Loyal                 
Dissatisfied                
Satisfied

The Holiday Inn state that If a customer has a need or want, we fill it. is an example of a:
Business unit goals       Goal of a business segment        Business unit mission         Marketing objectives

Which of the following statements best describes the company's competitive strategy?
The specific actions management plans to take to gain a competitive advantage over rivals
The adoption of a unique position in the marketplace through targeting a specific market and marketing mix
How it plans to unify its functional and operating strategies into a cohesive effort aimed at successfully taking customers away
Its plans for under-pricing rivals and achieving product superiority

Customer relationship management (CRM) program improves customer service by facilitating communication EXCEPT which one of the following ways?
Provide a user-friendly mechanism        Divert attention of customer       Identify potential problems quickly
Provide product information

Western dominance was first time challenged by which one of the following countries?
China          
Korea               
USA          
Japan

Customer metrics include all of the following EXCEPT:
Profitability         Customer satisfaction        Market share          Innovation

the centralized storage (in a data warehouse) of all information relevant to customer interaction refers to which of the following concepts?vusolutions
Database          
Workflow            
Scalability              
Collaborative CRM

Data encryption and the destruction of records to ensure that they are not stolen or abused refers to which of the following technical functionality?
Scalability         
 Customer privacy considerations              
Data base             
Workflow

General Insurance uses "the umbrella" to communicate protection to its customers. This illustrates the company's attempt to help customers understand the service by:
Utilizing publicity techniques to enhance the service            Personal selling of the service
Emphasizing tangible cues in promoting the service             Distributing the service directly through television

Which of the following is a technique that might be used by an active listener?
Offer his point of view during conversation        Paraphrase the speaker's meaning         Express concern to speaker            Explain the speaker's meaning

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:
Self-absorbed listener                Wise listener           A reactive listener           An experienced listener

Logic and reasoning are the characteristics of which of the following listening?
Critical listening           Active listening          Empathetic listening         Inactive listening

which one of the following is NOT a good indicator of how well a company's present strategy is working?
Whether the company's resource strengths and competitive capabilities outweigh its resource weaknesses and competitive vulnerabilities.
Whether the company's profit margins are increasing or decreasing and how large they are relative to other firms in the industry.
Whether the company is regarded as a leader in some significant area (technology, product quality, product innovation etc) and the firm's image and reputation with customers.
The company's market share ranking and whether its share is trending up, down or staying more or less the same.

Which one of the following categories refers the customers who are loyal with product family name?
Loyalty towards Sales Persons        Loyalty towards Organization       Loyalty towards Stores        Loyalty towards Brands

In terms of the communication process, the _____ for the information in the Visible Lift makeup advertisement is GARNIER, its manufacturer.
Source          Feedback            Awareness             Message

The main public relations activities are:
Direct marketing        Publicity and event management         Print advertising           Personal selling

Audiences for public relations are:  p54
Employees         Supplier                 Dealer                      Local Authorities

When a lobby group hides its true purpose and support base, it is known as:
A back group                 Spin group         Astroturf          A front group


The term product should be broadly interpreted to encompass:All intangible items        Tangible items and issues       All tangible items         Information, services, ideas and issues

The five competing concepts under which an organization can choose to conduct its marketing activities include all of the following EXCEPT:
The production concept        
The marketing concept     
The marketing management concept       
The selling concept


Which of the following is NOT a characteristic of relationship marketing?
The frequency of the exchanges between customers and sellers
The intensity of the exchanges between customers and sellers
The long-term nature of exchanges between customers and sellers
The importance of the product in exchanges between customers and sellers

To sustain a customer relationship, a customer care center must monitor:
Customer s needs and satisfaction
Customers needs, satisfaction and then respond to customer life-cycle changes
How many times customers call with a compliant
How many new products they buy each year

Which of the following is NOT a benefit, customers generally experience from direct marketing?
Time saving         Reduced prices           Convenient shopping            Customized offers

Which one of the following reflects e-commerce for seller point of view?
Has no impact on transaction costs        Has no impact on product prices         Increases transaction costs
Reduces transaction costs

Which one of the following reflects e-commerce for buyer point of view?
Has no impact on transaction costs         has no impact on product prices            Increases product prices
Reduces product prices

the _____of e-commerce has forced changes in the strategic planning process.
Speed          Size          Complexity             Expense

Salesforce.com was one of the first to deliver customer relationship management (CRM) software over the internet. Many companies are using CRM to create more sales with existing customers. All of these companies are banking on the increasing importance of ______ as a growing source of sales.
Media convergence           
Distribution elasticity             
E-commerce           
Sales force automation

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