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MKT610 Current Final Term Papers Spring 2011 (15 to 26 July 2011)

Current Spring 2011 Papers, July 2011 Papers, Final Term Spring 2011 Papers, Solved Papers, Solved Past Papers, Solved MCQs

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Please Share your Current Papers Questions/Pattern here to help each other. Thanks

 

MKT610 current paper 2011 
You are a marketing manager in a firm. You have been assigned a task of studying consumer behavior. What kind of questions will come in your mind while studying the consumer behavior?

How can poor coordination harm the implementation of strategy?

Briefly explain the following terms.
a) Scalability 
b) Multiple communication channels

What do you know about customer success factor. Briefly explain it with an example?


Briefly explain the dimensions of service quality?

 

Subjective

 

Q: “CRM is a process or product”. Elaborate this statement. Marks 3

Q: How e-CRM influences the Global forecast and pipeline management? Marks 5

Q: Write a characteristic of objection mood of a customer? 3

 

Objective

 

From the following list, identify the one which is not true for direct marketing? 

  • Be based on understanding  
  • Be profitable 
  • Be measurable
  • Be intermediary free 

 

Which of the following is NOT a benefit of direct marketing?

  • Convenience
  • Interactive
  • Customer relationship building
  • Assists client prospecting

 

Which of the following is the best example of a people-based service?

  • Vending machines
  • Airlines
  • Appliance repair
  • Movie theaters 

 

In a recent agreement with South African Fruit Growers Cooperative, UPS contracted to transport its produce to supermarkets in Great Britain. In marketing terminology, the supermarkets are an example of __________, and the people who buy the fruit are examples of ___________.

  • Ultimate consumers; organizational buyers
  • Organizational users; individual users
  • Broad markets; narrow markets
  • Organizational buyers; ultimate consumers

 

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 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

 

Improvement in listening skills results in which of the following?

  • Paraphrase
  • Continue to talk
  • Avoid eye contact
  • Interrupt with questions

 

All are the characteristics of Rejection mood customer EXCEPT:

  • Straightforward
  • Callous
  • Analytical
  • Decisive

 

As the level of competition increases, especially in the case of a mature product, sales people must look more carefully into the _______ product.

  • Potential
  • Value-added
  • Generic
  • Expected

 

Which of the following is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call management system?

  • Customer Service and Support (CSS)
  • Enterprise Marketing Automation (EMA)
  • Business Automation (BA)
  • Sales Force Automation (SFA) 

 

Immediate attention and help must be given to customers in sensitive to situations. This

Skill refers to which of the followings?

  • Skill to listen
  • Skill to speed up response
  • Skill to provide positive experience
  • Skill to be receptive

 

Which of the following is NOT the general purpose of CRM?

  • ·        Purpose of CRM is better managing their customers through the introduction of reliable systems and methods.
  • ·        Purpose of CRM is enable organizations to service their existing customers more           emphatically and more forcefully
  • ·        Purpose of CRM is not developing processes and procedures for interacting      new      customers.
  • ·        All of above given option

 

Which of the following links, the organization to its individual customers, employees, suppliers, and other partners for their mutual long-term benefits?

  • Social responsibility
  • Relationship marketing
  • Suppliers' interests
  • Producers' interests

 

Front Office CRM Systems covering real-time aspects of sales related activity is referred to as:

  • Automated Marketing
  • CRM Customer Communications
  • CRM Customer Services
  • Sales Force Automation

 

Which one of these is NOT the major area on which customer relationship management focuses? Select correct option:

  • Expansion of customer base
  • Reduction of advertising costs
  • Gaining new customers, no focus on existing ones
  • Personal information gathering and processing

 

If the performance of a purchased product or service exceeds the customer's expectations, this results in what type of customer?

  • Satisfied customer
  • Dissatisfied customer
  • Ambivalent customer
  • Delighted customer

 

In service marketing, the most important link to the customer is known as:

  • The tangible aspects of the service
  • Well-trained contact employees
  • Good word-of-mouth communication
  • Effective advertising

 

Publicity always has a much greater reach than advertising.

Which aspect of a message focuses on new information or ideas?

  • Channel 
  • Relationship 
  • Content 
  • Context 

 

Note:

Total questions asked were 55. 46 out of  the total were mcqz, subjective part was very easy but tricky. Do share your current papers to help and guide your juniors.

 

 

 

Good Luck !

The Holiday Inn state that “If a customer has a need or want, we fill it.” is an example of a:

 

Customer relationship management (CRM) program improves customer service by facilitating communication EXCEPT which one of the following ways?

Divert attention of customer

 

Total customer care program performs following functions EXCEPT:

 

Product packaging

 

 

Which of the following benefits is NOT communicated and delivered by tangible product attributes?

Effectiveness of product

 

Customer Service Culture includes all of the following EXCEPT:

Traits

 

Within our own organization, all works, efforts and objectives should focus on customers designing of product, ease and comfort to users, quality steadfastness refers to which one of the following options?

Product Based Culture

 

Sales force automation, customer service and support and enterprise marketing automation are types of which one of the following applications?

Operational customer relationship management applications

 

Customer metrics include all of the following EXCEPT:

Profitability

 

Which of the following concepts refers to the process of identifying prospective buyers, understanding them intimately and developing favorable long-term perceptions of the organization and its offerings?

Customer relationship management

 

Which of the following is NOT the dimension of service quality?

Assurance

 

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

Critical listening

 

Which one of the following tasks is NOT concerned with strategy implementation?

Managing the process

 

Which one of the following is an acronym of “FUD” that has been used in CRM?

Fiasco, Uncertainty, Doubts

 

Identify the skill which helps to understand customers and express your own ideas?

Skill to communicate

 

Horizon cat food mailed a packet of catnip seed (plant whose smell attracts cats) to every person who visited its website. Along with the catnip seed was a note that advised consumers to visit www.horizon.com if they wanted to create a cat-friendly garden. This illustration is the BEST use of which concept for approaching prospect customer?

Public relations

 

Artificially created “grassroots” movement reflects which one of the following concepts?

Astroturf

 

Which aspect of a message focuses on new information or ideas?

Content

 

If a company is in some problem; it is crucial to tell it all then tell it fast and tell the truth. If you do this, you can manage the situation. It BEST describes which of the following concepts?

Crisis management

 

Which of the following factors is NOT considered while choosing the type of media for the advertising campaign?

Employees in the organization

 

Which one of the following reflects e-commerce for seller point of view?

Reduces transaction costs

 

When dealing with customer complaints, the salesperson should:

Decide what action must be taken to remedy the problem

 

In order to bring the Avari Hotel and Potpourri Center up to industry standards, each guest room was redecorated with new wallpaper, drapes, carpeting, mattresses and sofas. From the viewpoint of most business travelers, these changes would result as:

Value-added product

 

Customer expectations are based upon a wide range of factors, which of the following is NOT a factor influencing customer expectation?

Political endorsement

 

Which of the following tracks all the steps in the sales process?

SFA

 

The changing demographics of global consumers has tremendous implications on the nature of opportunities for organizations. In view of this which of the following statements in incorrect.

Businesses need to develop and market products and services that cater to the changing needs of the ageing consumers.

 

Communicating with people from different cultures is best to:

Present from your perspective

 

Present from your perspective

Individual linguistic ability

 

Which of the following acts as a barrier to the development of relationship marketing?

The ever-increasing usage of the Internet for consumer purchases

 

Procrastinating is the characteristic of which of the following category?

Objection mood customer

 

according to Pareto’s law, __________ of customers account for __________ of your turnover.

70%, 30%

 

According to Pareto’s law, __________ of customers account for __________ of your service and supply problems.

70%, 30%

 

Which of the following is a person’s pattern of living as expressed in his or her psychographics?

Lifestyle

Which of the following describes a person’s relatively consistent evaluations, feelings and tendencies toward an object or idea?

Lifestyle

 

Which of the following strategy tries to satisfy every single customer individually, though the degree of care for all the clients is basically the same?

Customization

 

Which of the following is defined as an enduring desire to maintain a valued relationship?

Customer relationship management 

 

Which of the following is used in raising awareness and generating leads with online and offline marketing?

Marketing automation system

 

The salespeople are NOT required to build and maintain relationships with which of the following?

Vendors

 

Which of the following provides special treatment in the form of information and applications matched to a visitor’s inters, roles, and needs?

Website

 

The traditional conceptual model for creating any advertising or marketing communications message is the AIDA model: get attention, hold interest, arouse______, and then obtain_______.

Desire, Action

 

Which of the following is the functional component of modules of CRM?

Advanced technologies

 

CRM not only improves the services to customers though good CRM procedures, it also extends to which of the following?

All of the given options

 

All ideas develop through idea development process. Which of the following is true about the process?

Uniform, Different

 

Which of the following is the determinant of consistent and high quality communication in terms of customer relationship management?

All of the given options

 

Which of the following is the determinant of consistent and high quality communication in terms of customer relationship management?

Coherent

 

Which of the following characteristic is associated with the delivery of excellent CRM?

All of the given options

 

CRM process refers, as any group of action that is instrumental in achievement of the output of an operational system.Which of the following is NOT the benefit of CRM process?

Ability to Exploration warehouses

 

 

Briefly explain how does Customer Service Culture enhance the customer relationship program of an organization?

 

 

How does knowledge of the competitor’s activities will help sales team of an organization to sell their products?

 

The traditional conceptual model for creating any advertising or marketing communications message is the AIDA model. Describe how it works.

 

Discuss how Nestlé obtain a competitive advantage by adopting a customer oriented approach to its production?

 

Discuss how do you look at the relationship between public relation and reputation management Are both related and unrelated activities?

 

 

How mobile functionality plays role in performance of sales people while closing the sales deals?

 

 

 

There are many aspects of products which have impact on customers expectations. Why these aspects of product affect the customers expectations.

 

 

 

Sum up customer relationship management in your own words.

 

how can we convert by chance customer to loyal customer? 3 marks
    types of loyal customers? 5 marks
    Impact of CRM on organization? 3 marks
    Process of CRM? 5 marks
    Give a example from ur routine life a sales person repeat there products feature again and again? 5 marks 
Habib ur rahman MBA Marketing Wazirabad 
My today paper of MKT610 21-07-2011
Totally 55 questions 
46 Objectives 
3 Questions of 3 Marks 
5 Questions of 5 Marks
50 % objective from past papers.

Briefly describe listening symptoms . 3 Marks

Have you ever experience about the sales –man selling behavior in which he suggest to you to some product to purchase. give example.      3 Marks

Question # 50: What aspects of expectations of customers can have? (3 Marks)

what are the various form  latest technology by using we can improve CRM. 5Marks.  

You are the manager of the textile mill how can you manage your sales-person to deal with customer in CRM.    5marks

What are the Feature of a good CRM. 5 Marks

One question is about customer retention. 5 Marks.

Discuss the reason detailed due o which customer defect. 5 Marks

Plz give More attention toward subjective .if you have grip on subjective then you can solve mostly question of the objective.
You are a marketing manager in a firm. You have been assigned a task of studying consumer behavior. What kind of questions will come in your mind while studying the consumer behavior?

How can poor coordination harm the implementation of strategy?

Briefly explain the following terms.
a) Scalability
b) Multiple communication channels

What do you know about customer success factor. Briefly explain it with an example?


Briefly explain the dimensions of service quality?
ou are a marketing manager in a firm. You have been assigned a task of studying consumer behavior. What kind of questions will come in your mind while studying the consumer behavior?

How can poor coordination harm the implementation of strategy?

Briefly explain the following terms.
a) Scalability
b) Multiple communication channels

What do you know about customer success factor. Briefly explain it with an example?


Briefly explain the dimensions of service quality?

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